Integrating Project Management with Service Management Best Practices Event Belfast

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Integrating Best Practices

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

SureSkills Canada 1 Rideau St #700, Ottawa, ON K1N 8S7, Canada +1 855 278 7555

3rd April 2014 | Europa Hotel, Belfast

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Corporate Overview Strategic Solution Pillars

IT Solutions and

Consulting

Service, Project & Process

Management

Global Learning Services

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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Business Analysis 1. The Global view

2. The tools for success

Domingos Ferreira| SureSkills

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O

P P T The Rationale is that we provide a holistic view by looking at the 4 view model:

The 4 View Model

Organisation Technology People Processes

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How People, Processes & Systems interact

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Different Versions of Reality

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Goal Setting

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High performing teams ― summary

High Performance Teams are a key step on journey to success

“High Performance Teams”

• Know each other’s strengths &

weaknesses

• Clear roles within the team

• Focused on team objectives

• Work closely together

• Trust each other

• Support each other

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‘The voice of the customer is extremely important in arriving at the correct solution, ensure that you capture this correctly

and that you and the customer are in total agreement

Search for the clues of what your customer is looking for !

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Common BA Techniques/Tools

Business Analysis

PESTLE

MOST

SWOT

SCRS CATWOE

FIVE WHYS

MoSCoW

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Cost of Correcting Errors

Relative cost of

correcting error

Ref: Barry Boehm

The cost of correcting analysis errors rises almost exponentially

the longer they remain undetected.

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The key to understanding resistance is getting people to open up as to what their REAL concerns are.

Emotional Political

Rational

Indirect Expressions of Concerns/Visible Resistance

Real/Underlying Concerns

The root causes of resistance are often hidden underneath the surface and require sensitivity to be discovered.

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Applying Lean and Identifying the 7 wastes – TIMWOOD

Type of Waste

Transport

Inventory

Motion

Waiting

Over Production

Over Processing

Defects

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These five objectives interact with your business internally and externally.

Dependability

Cost

Flexibility Quality

Speed

High total productivity

Fast throughput Reliable Operation ‘

Error-free processes

Ability to change

Low price, high margin or both

Short time delivery

Dependable delivery

On-specification products/services

Frequent new products/services

The 5 Performance objectives

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Project & Service Management 1. Traditional Methods

2. 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)

Transition

•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

Service Evaluation to identify

Project Risks

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Agile Perspective

DevOps

Streamlining Development

into / & Operations?

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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 velocity Teams: Automating release management to improve efficiency Tools: Developing operational monitoring systems for intervention Tools:

Agile going the extra mile Methods:

Specialist Roles!! People:

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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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My Concern

“The end of ITIL”

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Great to See Progress But Same Challenge

IT Management

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AGENDA

Getting the job done!

Example delivery ecosystem & board

Risk Management

Continious Improvement

Improvement techniques

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Risk Management “Everyone has a plan until they get punched in the mouth.” KO

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SureSkills Comment

• Gemma Morgan

• Statistics

• Knowledge Transfer

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Thank you

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Join The Debate on LinkedIn

SureSkills Service Management & Project Management Group

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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: [email protected]

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DevOps Reading 1. Pant, Rajiv (2009-03-17). "Organizing a Digital Technology Department of Medium Size in a Media Company".

2. Jump up ^ Samovskiy, Dmitriy (2010-03-02). "The Rise of DevOps". Fubaredness Is Contagious.

3. Jump up ^ Edwards, Damon. "What is DevOps?".

4. Jump up ^ Vambenepe, William. "Steve Ballmer gets Cloud".

5. ^ Jump up to: a b Lyman, Jay. "DevOps mixing dev, ops, agile, cloud, open source and business". 451 CAOS Theory.

6. Jump up ^ Debois, Patrick. "Devops: A Software Revolution in the Making?". Cutter IT Journal.

7. Jump up ^ "10+ Deploys Per Day: Dev and Ops Cooperation at Flickr".

8. Jump up ^ "SAM SIG: Applied Lean Startup Ideas: Continuous Deployment at kaChing". SVForum.

9. Jump up ^ Humble, Jez. "Why Enterprises Must Adopt Devops to Enable Continuous Delivery". Cutter IT Journal.

10. Jump up ^ "Applied Lean Startup Ideas: Continuous Deployment at kaChing".

11. Jump up ^ "DevOps Days 2009 Conference".

12. Jump up ^ Edwards, Damon. "DevOps Meetup Recap".

13. Jump up ^ Nasrat, Paul. "Agile Infrastructure". InfoQ. Retrieved 31 March 2011.

14. Jump up ^ Debois, Patrick (2009). "DevOps Days Ghent". DevopsDays. Retrieved 31 March 2011.

15. Jump up ^ Debois, Patrick. "DevOps Days". DevOps Days. Retrieved 31 March 2011.

16. Jump up ^ Turnbull, James (Feb 2010). "What DevOps means to me...". Kartar.

17. Jump up ^ "Virtual Infrastructure products: features comparison". Welcome to IT 2.0: Next Generation IT infrastructures.

18. Jump up ^ Ellard, Jennifer. "Bringing Order to Chaos through Data Center Automation". Information Management. SourceMedia.