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The roles and duties of IT project management depend greatly on the maturity of other IT processes. For example, if no change management process exists then project management must “pick up the slack” and, for each project, identify how to move deliverables into production. However, for project managers and project teams, they often do not notice these other processes are missing and they can become frustrated that projects require so much work that seems immaterial to the task at hand: defining access policies, for example, or training the Service Desk. At the same time, the role and expectations of project managers and project teams will vary wildly over time as related processes are developed and improved. Project management maturity is also dependent on other processes: an immature request intake process can limit portfolio management’s predictive ability, for example. One way of thinking about project management is it ends up being the “process of last resort”–project management will get the work done (somehow), even if no other processes exist. Project management is often the first IT management process that departments consciously build, and can be a key source of ideas for process improvement.
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IT Project Management:The Process of Last Resort
John Borwick, HEIT Managementfor the
EDUCAUSE Project Constituent Group
June 28, 2013
John Borwick, PMP® Wake Forest University,
2003-2012 Director of Service Mgt PMO Director
Manager/Owner,HEIT Management
Career goal: Make people’s lives easier by improving how higher education IT is managed. johnb@heitmgt.com
Higher Education IT Management, LLC
“Helping Higher Education IT effectively deliver value to campus while minimizing
waste.”
One-on-one coaching
Custom engagements
Blog
http://www.heitmanagement.com
IT Project Management in
Context
COBIT 5: 37 IT processes
COBIT 5: 37 IT processes APO02 Manage Strategy
APO07 Manage Human Resources
APO10 Manage Suppliers
BAI01 Manage Programmes and Projects
DSS04 Manage Continuity
(Some) IT Domains of Knowledge
Project/Program/Portfolio
Management
IT Service Management(e.g. ITIL)
Software Development Lifecycle (e.g. Scrum)
EnterpriseArchitecture
IT Governance IT Security Management
(e.g. ISO 27002)
PPM Maturity
Project/Program/Portfolio
Management
IT Service Management(e.g. ITIL)
Software Development Lifecycle (e.g. Scrum)
EnterpriseArchitecture
IT Governance IT Security Management
(e.g. ISO27002)
• Project charters, scope statements, WBSes
• Risk management plan, …• Program management, program
charters• Portfolio management, project costs vs.
value• Project scorecards
• Project benefits realization• Resource management
• …
ITSM Maturity
Project/Program/Portfolio
Management
IT Service Management(e.g. ITIL)
Software Development Lifecycle (e.g. Scrum)
EnterpriseArchitecture
IT Governance IT Security Management
(e.g. ISO27002)
• Service Portfolio Management• Service Level Management• Change Management• Release Management
• Service Request Management• Continual Service Improvement
• …
(Some) IT Domains of Knowledge
Project/Program/Portfolio
Management
IT Service Management(e.g. ITIL)
Software Development Lifecycle (e.g. Scrum)
EnterpriseArchitecture
IT Governance IT Security Management
(e.g. ISO 27002)
What does project management look like when you don’t have all these processes?
Example:(ITIL) Release Management
Groups changes into releases
Manages from development to production
E.g.
For low/medium priority server changes: First Saturday of the month: development Second Saturday of the month: test Third Saturday of the month: production
Process maturity
Level 1: Initial/Ad Hoc
Level 2: Repeatable
Level 3: Defined
Level 4: Managed
Level 5: Optimized
Process maturity Level 0: Unaware
Level 1: Initial/Ad Hoc
Level 2: Repeatable
Level 3: Defined
Level 4: Managed
Level 5: Optimized
What value does project management provide?
What value does project management provide?
John B’s answer:
Within defined constraints, project
management creates certainty from uncertainty.
What is your request intake process?
Initial request
Something broken?
Help Desk ticket
“Routine” change?
Help Desk ticket ??
OtherwiseProject
management
What is your request intake process?
Initial request
Something broken?
Help Desk ticket
“Routine” change?
Help Desk ticket ??
OtherwiseProject
management
We need to create certainty from uncertainty.
What is your request intake process?
Initial request
Something broken?
Help Desk ticket
“Routine” change?
Help Desk ticket ??
OtherwiseProject
management
Incident Management
Service Request
ManagementBunch o’
Processes e.g. Change Mgt, Release Mgt,
SDLC
Assuming work gets completed either way,
the higher the threshold for work
becoming a project, the more mature your IT delivery processes.
Takeaways: Using this context to
develop IT project management
Awareness of other IT processes
What processes don’t exist?
Who can become the expert?
Think: Continual Service Improvement manager
Watch your “triggers” Trigger = an event that starts a process
What are your triggers for project management?
How much does your process cost to trigger?
Work should be a “project” only if project
management is valuable
Create process feedback loops
Open-Loop Process
Closed-Loop ProcessINPUTS OUTPUT
S
OUTPUTS
INPUTS
Feedback Loop
Look for process improvements
Identify IT process improvements
What IT process improvements would most help project management?
Note: difficult to decide when building a new process is worthwhile
Q & A
John Borwickjohnb@heitmgt.com
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