Contenu connexe Similaire à Integrating Project Management with Service Management Best Practices, Feb 27th 2014 (20) Integrating Project Management with Service Management Best Practices, Feb 27th 20141. Integrating Best Practices
27th February 2014 | DoubleTree Hilton
SureSkills Canada
1 Rideau St #700,
Ottawa, ON K1N 8S7,
Canada
+1 855 278 7555
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SureSkills USA
7000 N. Mopac Expr.
Suite 200
Austin, Texas 78731
+1 855 278 7555
SureSkills Ireland
14 Fitzwilliam Place
Dublin 2,
Ireland
+353 1 240 2262
SureSkills UK
Callender House
58-60 Upper Arthur St.
Belfast, BT1 4GJ, UK
+44 28 9093 5565
2. Corporate Overview
Strategic Solution Pillars
IT Solutions
and
Consulting
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Global
Learning
Services
Service,
Project &
Process
Management
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.
3. Project & Service Management
1. Traditional Methods
2. Agile Perspective
Bill Heffernan | SureSkills
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5. Lifecycle Stages
Strategy
Design
Transition
Operations
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•Relationships between Projects (Portfolio Management)
•Understand TCO -> ROI (Portfolio Management)
•Measureable Value as Project Success
•Policies & Standards
•Reusable Design & Architecture documentation
•Service Quality (SLM) as a measure of Project Success (Quality)?
•Utility & Warranty Requirements (more later)
•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
•Monitoring & Reporting Requirements
•Request Types and procedures
•Reporting Requirements
6. Project Planning
Activity by Process
Extract from White
paper from ThirdSky –
access to paper in portal
after the event.
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8. Project Planning
Build & Test
Testing
• Creating &
Managing the Test
environment
• Creating Release
Packages
• Release
Documentation
Requirements
• User Testing
(Functionality)
• Service Level Tests
(Warranty)
• Service Operation
Tests (Operational
Management)
• Service
Management Test
(monitored,
measured, report)
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Deployment
Planning
• Release Windows
• Knowledge
Transfer
• Known Errors and
workarounds
Early Life Support
• Exit Criteria –
Service
Acceptance
Criteria
9. Stakeholder Management
Identification
Customers v Users
CSI Manager
Functions
Motivation
Process Owners
Identify
Stakeholders
Business
Relationship
Managers
Service Managers
Service Owners
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Product Managers
Role / Interest in Lifecycle
Stages
13. 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
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Inserted from <http://dev2ops.org/2010/02/what-is-devops/>
14. Drivers
Use of agile and
other development
processes and
methodologies
Increased usage of
data center
automation and
configuration
management tools
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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
15. Depends who you listen to
Teams:
Reduce friction and increase velocity
Tools:
Automating release management to improve
efficiency
Tools:
Developing operational monitoring systems for
intervention
Methods:
People:
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Agile going the extra mile
Specialist Roles!!
16. My Perspective?
Tangible example of trying to address age old
problem
Agile going the extra mile
A logical extension
A services, not team perspective
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18. Great to See Progress But Same Challenge
IT Management
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19. SureSkills Comment
• Simon Campbell – SureSkills Corporate
Account Manager
• Statistics
• Recent trends
• SureSkills Knowledge Transfer
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20. Join The Debate on LinkedIn
SureSkills Service Management & Project Management Group
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25. Dublin: 14 Fitzwilliam Place, Dublin 2, Ireland
Belfast: Callender House, 58-60 Upper Arthur Street, Belfast BT1 4GJ, Northern Ireland
Ottawa:,1 Rideau St #700, Ottawa, ON K1N 8S7, Canada
Austin: 7000 N. Mopac Expressway, Suite 200, Austin, TX 78731, USA
www.sureskills.com
Phone: +353-1-240-2222 Email: info@sureskills.com
#SureSkillsEvents
© SureSkills