The Hands-On Project Office: Guaranteeing Roi and On-Time Delivery

ISBN-13: 9780849319914 / Angielski / Twarda / 2003 / 368 str.

Richard M. Kesner; Kesner M. Kesner

Opis

Economic pressures have forced IT executives to demonstrate the immediate and calculable ROI of new technology deployments. Unfortunately, existing IT service delivery often drifts without serious thought as to how process improvements could lead to higher performance and customer satisfaction.
The Hands-On Project Office: Guaranteeing ROI and On-Time Delivery offers the proven processes, techniques, and tools that IT managers can use to immediately improve the delivery of IT products and services. This compendium of best practices and practical recommendations details simple, deployable frameworks, practical tools, and time-tested best practices for successful IT service and project delivery management.
Recognizing how your tech staff can do more with less, this practitioner's handbook describes how you can better coordinate work efforts, hold project teams accountable, and communicate and demonstrate the importance of IT services to your company as a whole. By explaining how to streamline the functions that capture and report information about IT delivery, this volume clarifies roles, responsibilities, customer expectations, and performance measures, resulting in improved service and efficiency.
Emphasizing the establishment of processes that result in repeatable success, the book provides quickly implementable solutions for IT personnel faced with the daily management of large, complex systems.

Recenzje

"[This book] contains a lot of valuable information including links to an electronic library of the tools, templates, and examples cited in the text. … Additionally, it also serves as a handy compendium of best practices and practical recommendations. … It focuses on simple changes in organizational process that can lead to higher customer satisfaction. … [R]eaders are taken on a journey of exploration and an examination of one's own business context."
- Software Quality Professional

Spis treści

The Three Pillars of IT Delivery-Problem Resolution, Service Requests, and Projects. The Project Management Office Business Model. Alignment and Planning-Doing the Right Things. Modeling and Managing Service Delivery. Project Delivery and the Project Management Life Cycle.
Collecting and Capturing Business Requirements for IT Projects. Managing Lessons Learned-The Reuse and Repurposing of IT Organizational Knowledge: A Case Study. Architecting Success-The Role of Sensible IT Architecture Management in Successful Service Delivery: A Case Study. Conclusions-The ROI of the PMO. Appendices.

O autorze

Kesner\, Richard M.