integrating project management with service management best practices, feb 27th 2014
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Integrating Best Practices
SureSkills USA7000 N. Mopac Expr. Suite 200Austin, Texas 78731+1 855 278 7555
SureSkills Ireland14 Fitzwilliam PlaceDublin 2, Ireland+353 1 240 2262
SureSkills UKCallender House58-60 Upper Arthur St.Belfast, BT1 4GJ, UK+44 28 9093 5565
SureSkills Canada1 Rideau St #700, Ottawa, ON K1N 8S7, Canada+1 855 278 7555
27th February 2014 | DoubleTree Hilton
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Corporate OverviewStrategic Solution Pillars
IT Solutions and
Consulting
Service, Project & Process
Management
Global LearningServices
SureSkills is a rapidly growing multi-national services company offering a range of Technical IT, Business Skills, Service Management and IT Infrastructure Training and Consulting to some of the world's leading companies since 1993.
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Project & Service Management1. Traditional Methods2. Agile Perspective
Bill Heffernan | SureSkills
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Traditional Method Perspective
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Lifecycle Stages
Strategy
•Relationships between Projects (Portfolio Management)•Understand TCO -> ROI (Portfolio Management)•Measureable Value as Project Success
Design
•Policies & Standards•Reusable Design & Architecture documentation•Service Quality (SLM) as a measure of Project Success (Quality)?•Utility & Warranty Requirements (more later)
Transitio
n
•Planning & Coordination of resources (Transition Planning & Support)•Management & Quality of Test environments•Configuration Management – what works in test, work in production•Release Windows & release models
Operations
•Monitoring & Reporting Requirements•Request Types and procedures•Reporting Requirements
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Project Planning Activity by Process
Extract from White paper from ThirdSky –
access to paper in portal after the event.
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Project Planning
Requirements Gathering
Utility & Warranty
5 Aspects of Design
4 P’s of Design
Service Acceptance Criteria
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Project Planning
Build & Test
• Creating & Managing the Test environment
• Creating Release Packages
• Release Documentation Requirements
Testing
• User Testing (Functionality)
• Service Level Tests (Warranty)
• Service Operation Tests (Operational Management)
• Service Management Test (monitored, measured, report)
Deployment Planning
• Release Windows• Knowledge
Transfer• Known Errors and
workarounds
Early Life Support
• Exit Criteria – Service Acceptance Criteria
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Stakeholder Management
Identify Stakeholders
Customers v Users
Functions
Product Managers
Service Managers
Service Owners
Business Relationship
Managers
Process Owners
CSI Manager
Identification
Motivation
Role / Interest in Lifecycle Stages
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Risk Management
• Service Provider Risks• Contract Risks• Design Risks• Operational Risks• Market Risks
ITSM Risk Register help to identify Project Risks
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Other Considerations
Project
Change
Service
Change
Transition Planning &
Support
Project Manageme
nt Monitoring & Control
Service Evaluation to identify Project Risks
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Agile Perspective
DevOps
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DevOps according to Wikipedia
DevOps (a portmanteau of development and operations) is a software development method that stresses communication, collaboration and integration between software developers and information technology (IT) professionals. DevOps is a response to the interdependence of software development and IT operations. It aims to help an organization rapidly produce software products and services
Inserted from <http://dev2ops.org/2010/02/what-is-devops/>
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Drivers
Use of agile and other development
processes and methodologies
Demand for an increased rate of
production releases from application and business unit
stakeholders
Wide availability of virtualized and
cloud infrastructure from internal and external providers
Increased usage of data center
automation and configuration
management tools
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Depends who you listen to
Reduce friction and increase velocityTeams: Automating release management to improve efficiencyTools: Developing operational monitoring systems for interventionTools:
Agile going the extra mileMethods:
Specialist Roles!!People:
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My Perspective?
Tangible example of trying to address age old problem
Agile going the extra mileA logical extension
A services, not team perspective
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My Concern
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Great to See Progress But Same Challenge
IT Management
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SureSkills Comment
• Simon Campbell – SureSkills Corporate Account Manager
• Statistics• Recent trends• SureSkills Knowledge Transfer
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Join The Debate on LinkedIn
SureSkills Service Management & Project Management Group
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Thank you for attending
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Dublin: 14 Fitzwilliam Place, Dublin 2, IrelandBelfast: Callender House, 58-60 Upper Arthur Street, Belfast BT1 4GJ, Northern Ireland
Ottawa:,1 Rideau St #700, Ottawa, ON K1N 8S7, CanadaAustin: 7000 N. Mopac Expressway, Suite 200, Austin, TX 78731, USA
www.sureskills.com Phone: +353-1-240-2222 Email: info@sureskills.com
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