Project Governance & Management Services Portfolio Innovation | Collaboration | Evolution | Results Project Management Program Management Planning Governance/Audit
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Innovation | Collaboration | Evolution | Results
Project Management Program Management
Planning Governance/Audit
SOFTEL Communications – Complete Project Governance & Program Management Services
Keeping everything progressing towards deadlines and business specifications needs a good plan and an superior
method of delivery. If you need an experienced, tested and trusted Project or Program Governance and Delivery
Service it’s time to talk to SOFTEL Communications.
Today's business challenges are tough and the solutions to overcome these challenges are often complex. Understanding the problems,
communicating to the key project stakeholders, specialists, and mapping out a clear path to results, keeping things on track s is where real
project experience and management maturity can make the difference between success and failure. At SOFTEL, we use proven project
management methodologies and provide the expertise to manage and implement end-to-end complex and large-scale application and
infrastructure projects.
For nearly two decades, we have provided Project Governance & Program Management (PGM) Services driving, supporting, delivering, and
quality control of complex project deliverables, across converged client networks. Our PGM Services begin with scope and definitions and
continue through life cycle deliveries, to quality control monitoring measures. Through our Project, Program and Delivery Managers, we
drive deliverables and take the lead in co-ordinating multiple services, providers, platforms, and developments. Through proven delivery
methodologies, we provide planning and implementation records, reports, and status/progress milestones, ensuring clear communications
between all parties. All of this allows you to simply specify your deliverables and leave the rest to us.
SOFTEL experts work closely with a business enterprise in all aspects of an integrated contact center and across UC strategies from people,
technologies, and processes to operations and best practices. We have extensive implementation and operational experience with a wide
range of Unified Communications Solutions and Contact Center technologies.
SOFTEL Communications PGM Services
Business Partners
Scope of work
Business RequirementsTechnical
Requirements
Stakeholders
Business & Technical High Level Design
Architecture Design Document
Technical Design Document
Pla
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ing
Project Plan
Business AnalysisTechnical Integration
TestingBusiness/User Testing Implementation
Deliv
ery
Quality Control & Post-Launch Support
Technical Design Technical Development
Implementing & Overseeing the Project
Plan
Quality Assurance & Milestone Planning
Internal & External Resource Planning
Customer & Supplier Liaison
Go
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Project Timeline Adherence
Phase Delivery PlanningStakeholders Communique
Scope &
Discovery
Project
Planning
Delivery
Planning
Lifecycle
Delivery
Quality
Assurance
Project/Program Planning Services
SOFTEL Project/Program planning services encompasses every aspect of a complex technical delivery from stakeholders, through suppliers,
external resources, and the internal workforce. Working closely with the stakeholders, we produce, manage, deliver, and govern the delivery
process, ensuring that the people, processes, and technologies remain aligned and working to an agreed timeline of delivery.
DEFINE | MEASURE | ASSESS | IMPLEMENT | CONTROL
Delivery Management Services
SOFTEL Delivery Management is closer to the technical delivery stream, ensuring expertise and knowledge is maintained to ensure
professional deliverables, using industry best practices for Lifecycle Delivery. This is performed by proceeding through a standard technical
delivery method using gates and milestones to move individual elements to unit components, through to solution deliverables.
DESIGN | DEVELOPMENT | TESTING | IMPLEMENTATION | QUALITY ASSURANCE
Project/Program Governance & Management Services
The focus of overall project/program governance, through the SOFTEL Management Service ensures that each aspect of every deliverable
in each work stream is monitored and managed. Maintaining the central governance plan and communicating events and milestones,
SOFTEL’s Governance Services provide an overarching framework on how every aspect of a project or program will be managed and executed
to deliver the intended project goals.
PROGRAMS | PROJECTS | PLANS | TRACKING | GOVERNANCE
Scope of Work Outlining the deliverables scaled to a business or enterprises’ expectations, timings, availability, conditions, and
current state for future delivery.
Stakeholders Identifying stakeholders, methods of communication, strategic input requirements, outlining tasks,
responsibilities, deliverables, and engagements.
Supporting
Documents
Overseeing provision of project/program life cycle documentation, including design, development, testing,
implementation, and quality control measures.
Project
Planning
Creating, managing, amending, updating, and maintaining the distribution of the project/program plans as
living documents.
Business Analysis Using the outlined deliverables and supporting use cases, business analysis determines the absolute line items
for delivery from a technical and business delivery team.
Technical Design Based on the business analysis, the interpretation/specification of requirements into technical design by
applying use cases and requirements scoring techniques.
Delivery Life
Cycle
Using the chosen method of delivery (Waterfall, Agile or a hybrid model) to oversee and manage the delivery
lifecycle.
Project
Management
To check, compare and approve deliverables, in line with the project plan, including issues/resolutions, change
requests and the change log.
Governance Acting as the Single Point of Contact (SPOC) for the project/program deliverables. Ensuring individual project
plans and line item deliverables adhere to the program plans and business requirements.
Management Managing line personnel delivery managers, designers, developers, testers, implementation specialists,
operational support staff, peripheral/external resources, and specialists.
Communications From project to program by ensuring all plans, documents, reports, communiques, updates, issues, change
requests, change logs, milestones, suppliers, resources, and peripherals are managed from the SPOC.
Resourcing Ensuring internal and external resourcing is managed, qualified, engaged, and monitored, throughout the
project/program delivery.
Innovation | Collaboration | Evolution | Results
Standard (Single) Project Delivery Management Services - Small/Medium Deliveries During single (contact center platform) deliveries, SOFTEL focuses expertise on the technologies being deployed, using a vendor-specific
method to ensure line items are delivered in line with their recommendations. Industry experts, engineers, developers, and testing specialists
are engaged to ensure every aspect of a technical delivery is produced through Professional Services.
Multiple Projects & Program Delivery Management Services - Medium/Large Deliveries During mutliple (Unified Communication platform) deliveries, across physical locations, and multiple contact centers, SOFTEL gathers mutliple
vendor delivery methods, applying them to a central plan of delivery. Program Governance and monitoring ensures deliverables, resources,
technologies, processes, and infrastructure remain aligneded, throughout;
Why SOFTEL Project/Program Governance Services? SOFTEL has been providing support services to contact enters for over two decades, in sectors such as Finance, Health Care, Retail, Utilities
and Transportation. Our knowledge of project delivery and governance services across solutions, platforms and operations, combined with
our experience in contact center environments, provides a professional, front-line service that has benefitted dozens of leading global
organizations, who operate complex Unified Communications technologies. We understand the bottom line. Project and program slippages
create operational backlogs, extend the schedule, and increase the budget. With industry level project delivery methods and program
controls, SOFTEL’s Project Governance and Program Management Services offer superior support and drive to your operations. We are
dedicated to providing clear, concise, and viable project and program plans while delivering to scheduled deadlines. We show project and
program progress in action. Our planning and support delivery tools allow stakeholders access to the progress being made through each
deliverable, including key milestones, issues, change logs, and overall progression. As your effectual governing body for project and program
deliverables, our dedicated teams provide day-to-day management of your deliverables. Our team members are on-hand to manage the
tactical and strategic aspects of your project and program operations, while maintaining the vital role of delivering to your specifications.
SOFTEL is passionate about providing Best in Class Program Governance Services to your Unified
Communications & contact centers. To find out more about our unique Service Packages, contact us today;
© SOFTEL Communications 2015
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