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Things I’m looking for Treating the project as an organization change effort not just an IT project
Creating a balance between strategic efforts and initial wins
Do we know that initial wins
Establishing compelling reasons for changes
Targeting the key 20%
Getting Management Support
Ensuring risk management
Technology
Culture
Organization
People and Skills
Financial
Transition
Governance and Reporting
Recognizing the importance of metrics
ITSM Implementation Metrics
Service Metrics
Process Metrics
Operational Metrics
© 2015 David A [email protected]
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Vision
Can we articulate
What the vision is for the next 1-3 years?
What IT and business problems that we are addressing?
What IT and business problems might result?
Who are the key stakeholders?
What is the scope and impact of the project?
Whether the client understands the issues related to
implementation?
What do the think the issues are?
What are they proposing to address them?
© 2015 David A [email protected]
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Assessment Have we collected information on
Process (CA)
ITIL and the 5 Practices
Service Lifecycle Model
Technology (CA)
Legacy tool set and integration points
Tiered structure for implementation
Organization (PW)
Roles and Responsibilities
“Political” establishment
Governance (PW)
Success factors, metrics, quality
Specific Questions
How well are they performing today?
What major actions needs to be taken?
What impacts will there be on control practices?
What happens if we do nothing?
© 2015 David A [email protected]
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Planning Do we understand
How the project will need to be organized into individual
efforts?
What roles (and skills) will be required?
Who will be assigned to lead the individual efforts?
The total costs required?
Key activities and tasks including specific work products
Not just what is in the SOW but what is actually required to
complete the project
How status information will be collected and reported on?
How communications will be managed between
stakeholders and team?
© 2015 David A [email protected]
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Working Can we articulate the following
Which process play a role in addressing the overall challenges and which will be covered now?
What the guiding principles are for each process?
What key success factors (CSF, KPI) should be in place for each process?
Do we have key use cases that cross processes and track success factors for those as well?
What the major inputs/outputs are for each process?
Do we know which systems, people, roles, applications, etc… are responsible for ensuring the proper information flow
What technology will be supporting each process and how?
Do we have a list of data types, sources, and connections between them mapped to specific technologies
What organizational structure (and resulting roles and expertise) will need to be in place
to support all the required processes?
How will the various processes be rolled out?
Assuming we are using a spiral based approach to helping the client reach a level of on-going maturity improve… what are the various steps?
The impact that specific processes will have on all audiences?
Do we have all audiences identified?
Are there any standard documents or artifacts that need to be created or leveraged?
For example – Pink Atlas
Can we specifically identify “quick wins” (see next page)
© 2015 David A [email protected]
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Quick Wins
Can we identify the following for each quick win
Specific Immediate benefits
Work breakdown structure
Work products required
Key assumptions
Risks (see previous list)
Success Metrics
Duration
Staffing and Resource Requirements
© 2015 David A [email protected]
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Sourcing Work Will we be in a position to
Identify and execute all activities required to
transition the current state to future state?
Identify all skills (and training) required on new processes, tools, and/or management techniques
Identify, implement and report on key metrics
Identify critical roles and specific job descriptions
Recommend any organizational changes
Ensure that a formal Governance process will be in place for reviews and signoff
© 2015 David A [email protected]
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Communications Plan
Have we uncovered the material to
Understand the key messages each stakeholder
should received
The best channels for delivery of information
Issues related to timing and sequencing
Identify what specific criteria represents that the
new “vision” is being accepted
© 2015 David A [email protected]
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Impact Encyclopedia Do we understand the specifics of the
following
Customers
What added value will occur
How customer satisfaction will
increase
Organization
Identify what the business
needs from IT
How decisions will be prioritized
Employees
How people will need to be
rewarded
Specific job roles and skills
Mental models will focus on the
customer mindset
Process
How metrics are monitored and
reported on?
How people’s behaviors will be
impacted by changes?
How we are eliminating the
stovepipe mentality
Technology
How tool sets are integrated?
What architectural changes will be required to take advantage of new technologies?
How absorption of new technologies will be easier?
Governance
How to establish specific service targets for levels of service quality?
Culture
How to focus on understanding and prioritizing based on customers?
© 2015 David A [email protected]
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Benefits Encyclopedia Can we verify / articulate the benefits to the following:
Customers
Value
Better Service
More influence in IT
Senior Management
Meeting goals
Improving service
Support regulations
Tracking costs/benefits
Middle Management
Meeting targets and objectives
Staff motivation and alignment
Meeting budgets
Reducing non-value work© 2015 David A [email protected]
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Project Management Do we know
If there is there a single person responsible and accountable for project success?
Are there people assigned for individual results?
If the schedule will include time for prototyping, adequate tests, rework, and user training?
If there is any data misalignment?
Internal schedule date farther out than the best case estimate?
Project commitment data farther out than internal schedule date?
Project commitment date farther out than the best case estimate?
What are the highest risks for this project?
What contingency plans are in place for each risk?
What is being done to mitigate the risk?
Where “slack time” can included in the project?© 2015 David A [email protected]
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Project Failures Is the client showing and of the following patterns that
lead to project failure:
Starting the wrong projects
Do we know how projects are introduced and what the
selection process is
Not including prerequisite steps
Going for home runs instead of base hits
Project duration greater than the job tenure of the
sponsoring executive
Gathering requirements instead of negotiating them
How much actual dialog is going on and is it open-minded?
Not enough contingency planning
Is there any sign or discussion around contingency planning?
© 2015 David A [email protected]
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Benefit Types How do our recommendation support the
following
Increased Customer Satisfaction
Reduced or Avoided Costs
Reduced Risks
Increased Revenue
Improved IT Service Quality
Improved Support Capability
Better relationship with stakeholders
© 2015 David A [email protected]
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Assessment Work Products Can we provide the following:
Identified gaps between current practices and best practices, as well as future practices?
Identified gaps in roles and responsibilities?
Identified skill and competency gaps?
Identified tool and data gaps?
Identified deficiencies with Governance process?
Identified list of key stakeholders to support “project campaign”?
Identified current metrics and measurement types?
Identified expected benefits and recommendations?
Identified estimated costs (included effort)?
Identified organizational barriers?
Identified quick wins?
Specific focus on aligning the four dimensions of projects (quality, cost, schedule, scope)?
© 2015 David A [email protected]
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Architecture
How will improve the following?
Availability
Reliability
Maintainability
Serviceability
Responsiveness
Usability
Security
Ultimately how do we support “IT agility”?
© 2015 David A [email protected]
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Collection Library Have we collected the
following (or do we know they don’t have it)
Organizational Charts
Process Documentation
Capacity Reports
Performance Report
Service Level Targets
IT Plans
Reporting Metrics
Chargeback Reports
IT Budgets
Problem and Incident Reports
IT Continuity Plans
IT Service Reports
IT Governance Policies
Change Management Database
Service Improvement Plans
© 2015 David A [email protected]
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Process Documentation Are we prepared to provide the following
Process Description
Critical Success Factors
Key Performance Indicators
Statement of Scope
Policy Guides
Process Flows
Role Descriptions
Skill/Role Map
Training
Reporting Templates
Transition Plan
Governance Roles
Steering Committee
Service Manager
Process Owner
© 2015 David A [email protected]
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