#ISSlearn
WHAT OTHER IT MANAGEMENT SKILLS SHOULD IT PROJECT MANAGERS HAVE? (BESIDES THE COMMON PROJECT MANAGEMENT QUALIFICATIONS)
15 Jul 2016 / Goh Boon Nam
1(Total Slides=42) ITSM - Learning Day.pptx © 2015 National University of Singapore. All Rights Reserved
#ISSlearn
About Myself
2
ITIL Expert, TOGAF 9 Enterprise Architect, CITPM (Senior), COMIT, CGEIT, CBAP,Chartered IT Professional
20 years of IT management experience Process Improvement Enterprise Architecture and Planning IT Operations Business Analysis Application Development
Consultancy for private and public sector CMMI Enterprise Architecture
Goh Boon NamChief, IT Service ManagementInstitute of Systems [email protected]
(Total Slides=42) ITSM - Learning Day.pptx © 2015 National University of Singapore. All Rights Reserved
#ISSlearn
What next after common PM milestones like PMP?
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Congrats!What next?
http://pmstudycircle.com/wp-content/uploads/2012/03/PMP-Project-Management-Professional-Certificate-1.jpg
https://d3by36x8sj6cra.cloudfront.net/assets/images/book/large/9780/1133/9780113310593.jpg
Perhaps, additionally:- Step-by-Step Methodology- Organising the stakeholders & making them work- Tailoring guidelines - etc.
PMBOK already cover:- Wide range of Tools & Techniques - PM’s tasks
#ISSlearn
Other than classical project management?
(Total Slides=42) ITSM - Learning Day.pptx © 2015 National University of Singapore. All Rights Reserved 4
How long are your users / customers willing to wait for projects to deliver results?Two years? One year?
Is the classical method of PM the best way to deliver?
http://calendargalery.info/118/12-month-calendar-2016-to-print/
#ISSlearn
Agile Projects- more specific guidance
(Total Slides=42) ITSM - Learning Day.pptx © 2015 National University of Singapore. All Rights Reserved 5
https://www.scrumalliance.org/scrum/media/ScrumAllianceMedia/PageGraphics/Cert%20Seals/ScrumMaster_Logo_Seal.png http://www.solidstate.ae/wp-content/uploads/2015/11/acp-logo.jpg
Adapted from: http://www.agilenutshell.com/assets/methods/scrum/scrum-overview.png
Sprint Retrospective
#ISSlearn
How to have Agile for larger projects?
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How to overcome Scrum small project limitation?
(30 man-days)
Team 2 (30 man-days)
Team 3 (30 man-days)
Is it so simple?How to manage and coordinate the teams?
Multi-team Sprint (2 weeks)
Team 1
#ISSlearn
Large scale agile –e.g. Large Scale Scrum (i.e. LeSS)
(Total Slides=42) ITSM - Learning Day.pptx © 2015 National University of Singapore. All Rights Reserved 7
https://less.works/
#ISSlearn
What have we covered so far?
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Project Management
Conventional
BOK Methodology
Agile
Small Large
#ISSlearn
Is your project work over once cutover to production?
(Total Slides=42) ITSM - Learning Day.pptx © 2015 National University of Singapore. All Rights Reserved 9
Is there such a thing as a commissioning period?Does the project receive full payment if commissioning fails?
Besides that, what else can happen if things don’t work out in production?
What happens to the Project Manager if the US President, himself, has to help answer for the poor project commissioning?
http://www.businessinsider.com/obama-obamacare-website-glitches-mandate-2013-10?IR=T&r=US&IR=T
Does PMBOK or PRINCE2 or SCRUM or LeSS tell you much about commissioning?
#ISSlearn
• Project management does not cover much in terms of best practices for commissioning.
• Hence, IT Service Management (ITSM) can complement Project Management to help in this area to ensure success of a project
• ITIL is the international best practice for ITSM• Below are some sample of ITIL
10
The need for IT Service Management
ReqInit Design Code Test Impl
Project Management
ServiceDesign
ServiceTransition
ServiceOperation
Continual Service Improvement
ServiceStrategy
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Legend: IT Service Management / ITIL
#ISSlearn
ITIL – Event Management
11
Continual Service Improvement “Enhancing the value”
Service Portfolio Management
DemandManagement
FinancialManagement
Service CatalogueManagement
Service LevelManagement
CapacityManagement
AvailabilityManagement
Service ContinuityIT Service ContinuityManagement
Information Security Information Security Management
SupplierManagement
Event Management
IncidentManagement
ProblemManagement
RequestFulfilment
AccessManagement
Service Strategy Service Design Service Transition Service Operation
7 Step Improvement process
Strategy Management for IT services
Business RelationshipManagement
Design coordination
Change Management
Service Asset & Configuration Mgt
Release &Deployment Mgt
Service Knowledge Management
Transition Planning& Support
Service Validation & Testing
Change Evaluation
Reproduced from UXC ConsultingBased on Cabinet Office ITIL® material. Reproduced under license from the cabinet office(Total Slides=42) ITSM - Learning Day.pptx © 2015 National University of
Singapore. All Rights Reserved
#ISSlearn
Event Management
• How to know of incident as early as possible?• Wait for user to call the service desk?
• Event Management concepts• Automated event alerts if possible
besides manual (e.g. user-initiated) alerts• 3 types of alerts
• Exception (i.e. incident occurred; can we know even earlier? how?)
• Warning (i.e. incident going to occur)• Information (e.g. logs to understand normal
conditions)
• etc.
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#ISSlearn
ITIL
13
Continual Service Improvement “Enhancing the value”
Service Portfolio Management
DemandManagement
FinancialManagement
Service CatalogueManagement
Service LevelManagement
CapacityManagement
AvailabilityManagement
Service ContinuityIT Service ContinuityManagement
Information Security Information Security Management
SupplierManagement
Event Management
IncidentManagement
ProblemManagement
RequestFulfilment
AccessManagement
Service Strategy Service Design Service Transition Service Operation
7 Step Improvement process
Strategy Management for IT services
Business RelationshipManagement
Design coordination
Change Management
Service Asset & Configuration Mgt
Release &Deployment Mgt
Service Knowledge Management
Transition Planning& Support
Service Validation & Testing
Change Evaluation
Reproduced from UXC ConsultingBased on Cabinet Office ITIL® material. Reproduced under license from the cabinet office
Which 4-letter words do users use to complain about incidents?
• “System is d _ _ _ - get it fixed!”
• “System is s _ _ _ - get it fixed!”
(Total Slides=42) ITSM - Learning Day.pptx © 2015 National University of Singapore. All Rights Reserved
#ISSlearn
ITIL
14
Continual Service Improvement “Enhancing the value”
Service Portfolio Management
DemandManagement
FinancialManagement
Service CatalogueManagement
Service LevelManagement
CapacityManagement
AvailabilityManagement
Service ContinuityIT Service ContinuityManagement
Information Security Information Security Management
SupplierManagement
Event Management
IncidentManagement
ProblemManagement
RequestFulfilment
AccessManagement
Service Strategy Service Design Service Transition Service Operation
7 Step Improvement process
Strategy Management for IT services
Business RelationshipManagement
Design coordination
Change Management
Service Asset & Configuration Mgt
Release &Deployment Mgt
Service Knowledge Management
Transition Planning& Support
Service Validation & Testing
Change Evaluation
Reproduced from UXC ConsultingBased on Cabinet Office ITIL® material. Reproduced under license from the cabinet office
Which 4-letter words do users use to complain about incidents?
• “System is d o w n - get it fixed!”
• “System is s l o w - get it fixed!”
(Total Slides=42) ITSM - Learning Day.pptx © 2015 National University of Singapore. All Rights Reserved
#ISSlearn
ITIL – Availability Management
15
Continual Service Improvement “Enhancing the value”
Service Portfolio Management
DemandManagement
FinancialManagement
Service CatalogueManagement
Service LevelManagement
CapacityManagement
AvailabilityManagement
Service ContinuityIT Service ContinuityManagement
Information Security Information Security Management
SupplierManagement
Event Management
IncidentManagement
ProblemManagement
RequestFulfilment
AccessManagement
Service Strategy Service Design Service Transition Service Operation
7 Step Improvement process
Strategy Management for IT services
Business RelationshipManagement
Design coordination
Change Management
Service Asset & Configuration Mgt
Release &Deployment Mgt
Service Knowledge Management
Transition Planning& Support
Service Validation & Testing
Change Evaluation
Reproduced from UXC ConsultingBased on Cabinet Office ITIL® material. Reproduced under license from the cabinet office(Total Slides=42) ITSM - Learning Day.pptx © 2015 National University of
Singapore. All Rights Reserved
#ISSlearn
Availability Management
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What’s the availability of a system with the down time below?= (3 times * 5 hrs / 100 hr ) = 15/100 = 15% unavailability = 100% -15%= 85% availability
#1 #2 #3
If 85% not good enough, how to improve further?
#ISSlearn
Availability Management
(Total Slides=42) ITSM - Learning Day.pptx © 2015 National University of Singapore. All Rights Reserved 17
If 85% not good enough, how to improve further?Reduce no. of times down - say from 3 times in 100 hours to 2 times (how?)(e.g. via better components or introducing redundancy or replacing before failure – remember event management?)
Detect30min-> 5 min
Diagnose1 hr-> 30 min
Repair2 hr-> 1 hr
RecoverComponent30 min-> 5 min
RestoreService1 hr-> 20 min
Reduce incident lifecycle – say, from 5 hrs to 2 hrs (how?)• Auto-detect (remember event management?)• Auto-log down error codes & link to
knowledge base• Local storage of most commonly
required hardware spares• Auto-script for server startup• Standby staff when almost repaired to
resume business service
Improved availability= 2 times * 2 hrs / 100 hrs= 4% unavailability = 96% availability
-> 2 hrs -> 2 hrs
#ISSlearn
ITIL (IT Service
Management)
What have we covered so far?
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Project Management
Conventional
BOK Methodology
Agile
Small Large
#ISSlearn
Need for Continual Improvement in project processes
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Image courtesy of Stuart Miles at FreeDigitalPhotos.net
Image courtesy of stockimages at FreeDigitalPhotos.netProject management process- too much unnecessary documentation?- too much bureaucracy?- other inefficiencies?- etc.
Customers/Stakeholders NOT happy- with project process?- project outcomes?
Also, rising customer expectations
#ISSlearn
Lean IT for continual improvement
(Total Slides=42) ITSM - Learning Day.pptx © 2015 National University of Singapore. All Rights Reserved 20
Best practices to help continually improve your project management processes- e.g. to help create real improvement from PM PIR (post-implementation review)- similarly for agile Sprint retrospectives in SCURM
People don't want to buy a quarter-inch drill, they want a quarter-inch hole.
Theodore Levitt
Value -Understanding what customers really want
UnderstandingWaste
Improving / Streamliningyour processes
https://c1.staticflickr.com/3/2070/2097329367_4c9d212e2f_z.jpg?zz=1
http://www.techproplus.co.nz/key-studies/process-and-development.html
http://www.futurestate.ie/wp-content/uploads/2014/01/8-Wastes.gif
#ISSlearn
ITIL (IT Service
Management)
What have we covered so far?
(Total Slides=42) ITSM - Learning Day.pptx © 2015 National University of Singapore. All Rights Reserved 21
Project Management
Conventional
BOK Methodology
Agile
Small Large
Lean IT
#ISSlearn
What do you spend most time on as a project manager?
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Hardware
http://dldbsi.com/wp-content/uploads/2014/03/mcrm_box.png
Software People
#ISSlearn
Different types of People to Manage
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ProjectManager
StakeholdersRepresentatives
Team
Users
What management skills are requiredfor the different groups?
StakeholderManagement
Leadership /HR Management (include
team management)Change
Management
https://pixabay.com/static/uploads/photo/2015/01/14/05/40/silhouette-598812_960_720.png
#ISSlearn
Stakeholder Management
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Covered in PMBOK Still useful to have more detailed knowledge and practice in it
https://en.wikipedia.org/wiki/File:Stakeholders_matrix.svg http://www.stakeholdermap.com/images/stakeholder-analysis-strategy.jpg
etc.
StakeholderAnalysis
Stakeholder Management Strategy
Negotiation
Image courtesy of cooldesign at FreeDigitalPhotos.net
#ISSlearn
Leadership / HR Mgt (including Team Mgt)
(Total Slides=42) ITSM - Learning Day.pptx © 2015 National University of Singapore. All Rights Reserved 25
Some coverage in PMBOK Still useful to have more detailed knowledge and practice in it
Politics
Progression Manager-> Leader
Conflict Management
LeadershipStyle
etc.
#ISSlearn
Change Management
(Total Slides=42) ITSM - Learning Day.pptx © 2015 National University of Singapore. All Rights Reserved 26
Some coverage in PMBOK Still useful to have more detailed knowledge and practice in it
One of the ways of managing change of behaviour
https://ntinm4.wikispaces.com/file/view/kotter1.jpg/548892716/657x415/kotter1.jpg
etc.
#ISSlearn
ITIL (IT Service
Management)
What have we covered so far?
(Total Slides=42) ITSM - Learning Day.pptx © 2015 National University of Singapore. All Rights Reserved 27
Project Management
Conventional
BOK Methodology
Agile
Small Large
Lean ITPeople Management
Stakeholders Team Users
#ISSlearn
Programme Mgt
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Programmes – A group of related projects.
Example – Disney Magic Bandand related projects to use it
Is Programme Management just project management on a bigger scale?
NO
Program Management is not to duplicate project management work
Program Management is to achieve
1 + 1 = 3
http://www.disneyfoodblog.com/2015/04/06/review-lunch-at-be-our-guest-restaurant-in-disney-worlds-magic-kingdom/
http://www.magazine.pamplin.vt.edu/fall13/article-images/magicband-250.jpg
http://www.sporttechie.com/wp-content/uploads/2014/07/disney-magic-bands-sports-technology-venues.jpg?e7f3bc
http://zdnet2.cbsistatic.com/hub/i/r/2014/10/04/36eeb1e3-4bf7-11e4-b6a0-d4ae52e95e57/resize/170xauto/baac6afa1a455991cc9e759f3dae7fba/magicband.png
http://attractionsmagazine.com/wp-content/uploads/2013/09/img_5978.jpg
#ISSlearn
Beyond Project Mgt – Programme Mgt
(Total Slides=42) ITSM - Learning Day.pptx © 2015 National University of Singapore. All Rights Reserved 29
http://www.projectsucces.nl/wp-content/uploads/2015/03/msp-framework.gif
Best Practices as found in MSP®– Managing Successful Programmes
Copyright © AXELOS Limited 2011.All rights reserved.
Material is reproduced under licence from the AXELOS
#ISSlearn
Programme Management
ITIL (IT Service
Management)
What have we covered so far?
(Total Slides=42) ITSM - Learning Day.pptx © 2015 National University of Singapore. All Rights Reserved 30
Project Management
Conventional
BOK Methodology
Agile
Small Large
Lean ITPeople Management
Stakeholders Team Users
#ISSlearn
Portfolio Management viaEnterprise Architecture Framework
(Total Slides=42) ITSM - Learning Day.pptx © 2015 National University of Singapore. All Rights Reserved 31
Does an organisation run only one program at a time?
NO
Runs multiple projects which may belong to different programs that are not directly related to each otherbut required to achieve strategic business objectives
Also, run BAU (business as usual)
All these form the strategic work portfolio of the organisation
Enterprise Architecture Framework is portfolio management that is IT-specific
TechnologyArchitecture
Hardware, software, network
Application Architecture
Services
DataArchitecture
Data, information
Business Architecture
Business processes, organization, people
#ISSlearn
Business Architecture
TechnologyArchitecture
Hardware, software, network
Application Architecture
Services
DataArchitecture
Data, information
Business Architecture
Business processes, organization, people
Target(3 to 5 yrs’ time)
07/03/2016 11:07 am - spmi 2016-03-10 - gohboonnam iss.pptx© 2016 National University of Singapore. All Rights Reserved
32
https://upload.wikimedia.org/wikipedia/en/thumb/1/12/Shanghai_Disney_Resort_logo.svg/1280px-Shanghai_Disney_Resort_logo.svg.png
http://static.srcdn.com/slir/w620-h320-q90-c620:320/wp-content/uploads/star-wars-episode-7-image.jpg
etc...
#ISSlearn
Application Architecture
TechnologyArchitecture
Hardware, software, network
Application Architecture
Services
DataArchitecture
Data, information
Business Architecture
Business processes, organization, people
Target(3 to 5 yrs’ time)
07/03/2016 11:07 am - spmi 2016-03-10 - gohboonnam iss.pptx© 2016 National University of Singapore. All Rights Reserved
33
APP
http://www.lr.org/en/_images/229-79662_en-isl-2015-BIM_Illustration.png
http://apps.goodereader.com.s3.amazonaws.com/slider/2013_03_unnamed13.jpg
etc...
#ISSlearn
Data Architecture
TechnologyArchitecture
Hardware, software, network
Application Architecture
Services
DataArchitecture
Data, information
Business Architecture
Business processes, organization, people
Target(3 to 5 yrs’ time)
07/03/2016 11:07 am - spmi 2016-03-10 - gohboonnam iss.pptx© 2016 National University of Singapore. All Rights Reserved
34
Customer Magic Band Usage Profiles
Building design & simulation data
Star Wars social media monitoring
data
Star Wars licensing fee data
etc...
#ISSlearn
Technology Architecture
TechnologyArchitecture
Hardware, software, network
Application Architecture
Services
DataArchitecture
Data, information
Business Architecture
Business processes, organization, people
Target(3 to 5 yrs’ time)
etc...
07/03/2016 11:07 am - spmi 2016-03-10 - gohboonnam iss.pptx© 2016 National University of Singapore. All Rights Reserved
35
TOOLS
http://www.tracksocialmediasales.com/blog/wp-content/uploads/2015/12/social-media-analytic-tool.png
#ISSlearn
Establish Target Investment Mix
Source: Framework from P.Weill & M. Broadbent, Leveraging the New Infrastructure: How market leaders capitalize on IT, Harvard Business School Press, 1998. Data: Percentages are 2009 total $IT spending (operations + depreciation) from 1091 firms in 77 countries from Gartner CIO Survey
http://cisr.mit.edu/research/research-overview/classic-topics/it-portfolio-management/
07/03/2016 11:07 am - spmi 2016-03-10 - gohboonnam iss.pptx© 2016 National University of Singapore. All Rights Reserved
36
#ISSlearn
Plan Portfolio Implementation Roadmap
Year 1 Year 2 Year 3
MagicBand Tranche Ae.g. Magic Band, Main
Entrance Turnstiles
etc...
07/03/2016 11:07 am - spmi 2016-03-10 - gohboonnam iss.pptx© 2016 National University of Singapore. All Rights Reserved
37
etc... etc...
MagicBand Tranche Be.g. Hotel Doors, My Disney Experinece
Phase 1
MagicBand Tranche Ce.g. Magic Restuarant, My Disney ExperinecePh 2, Kitchen System
Shanghai Tranche A
Shanghai Tranche B Shanghai Tranche C
Star Wars Tranche A Star Wars Tranche B Star Wars Tranche C
#ISSlearn
Portfolio Management via Enterprise Architecture
Programme Management
ITIL (IT Service
Management)
What have we covered so far?
(Total Slides=42) ITSM - Learning Day.pptx © 2015 National University of Singapore. All Rights Reserved 38
Project Management
Conventional
BOK Methodology
Agile
Small Large
Lean ITPeople Management
Stakeholders Team Users
#ISSlearn
Setting up and Running the P3 Offices (P3O®)
(Total Slides=42) ITSM - Learning Day.pptx © 2015 National University of Singapore. All Rights Reserved 39
How to have effective P3’s:• Portfolio Management• Programme Management• Project Mangement
Set up P3 Offices as• Secretariats to support the
activities of the P3 Managers• Centre of Excellence to build up
the competence and capabilities in P3
Copyright © AXELOS Limited 2011.All rights reserved.
Material is reproduced under licence from the AXELOS
Best Practices as found in P3O– Portfolio, Programme & Project Offices
#ISSlearn
Portfolio Management via Enterprise Architecture
Programme Management
ITIL (IT Service
Management)
What have we covered so far?
(Total Slides=42) ITSM - Learning Day.pptx © 2015 National University of Singapore. All Rights Reserved 40
Project Management
Conventional
BOK Methodology
Agile
Small Large
Lean ITPeople Management
Stakeholders Team Users
P3O
(P3
Offi
ces)
#ISSlearn
Governance / COBIT
(Total Slides=42) ITSM - Learning Day.pptx © 2015 National University of Singapore. All Rights Reserved 41
How to assure top Management and Board that projects, programs and portfolios are being run well?
Management Governance and Audits
What to check for in Governance/Audits?How to know you will do well if you are checked?
Governance and Audit Framework for IT Processes - COBIT
#ISSlearn
Gov
erna
nce
/ CO
BIT
Portfolio Management via Enterprise Architecture
Programme Management
ITIL (IT Service
Management)
Summary
(Total Slides=42) ITSM - Learning Day.pptx © 2015 National University of Singapore. All Rights Reserved 42
Project Management
Conventional
BOK Methodology
Agile
Small Large
Lean ITPeople Management
Stakeholders Team Users
P3O
(P3
Offi
ces)
#ISSlearn
Gov
erna
nce
/ CO
BIT
Portfolio Management via Enterprise Architecture
Programme Management
ITIL (IT Service
Management)
Summary & Course Mapping
(Total Slides=42) ITSM - Learning Day.pptx © 2015 National University of Singapore. All Rights Reserved 43
Project Management
Conventional
BOK Methodology
Agile
Small Large
Lean ITPeople Management
Stakeholders Team Users
P3O
(P3
Offi
ces)
NICF - PMP® For Project Managers
NICF - PRINCE2®
NICF - ITIL® Foundation Certificate in IT Service Management
NICF - Managing Successful Programmes (MSP®)
NICF - Certified Enterprise Architecture Practitioner Course
NICF - Certified ScrumMaster
Certified LeSS Practitioner - Principles to Practices
NICF - Portfolio, Programme and Project Offices (P3O®)-Foundation & Practitioner
NICF - COBIT® 5 Foundation
NICF - Managing Project Stakeholders: A Practical Approach
NICF - Essential Leadership Skills for Project Managers
NICF - Change Management for IT Projects
#ISSlearn
THANK [email protected]
44(Total Slides=42) ITSM - Learning Day.pptx © 2015 National University of Singapore. All Rights Reserved
#ISSlearn
For Further Information
• For related courses:• ITIL –
http://www.iss.nus.edu.sg/ProfessionalCourses/SearchCourse/CourseDetail/tabid/267/cid/33/cname/nicf-itil-v3-foundation-for-it-service-management/Default.aspx
• Lean IT –https://www.iss.nus.edu.sg/ProfessionalCourses/SearchCourse/CourseDetail/tabid/267/cid/359/cname/nicf-lean-it-foundation-certification/Default.aspx
• Others –http://www.iss.nus.edu.sg/ProfessionalCourses/CourseCatalogue.aspx
• For other information:• Please refer to:
• http://www.iss.nus.edu.sg/
• Or email Goh Boon Nam at:• [email protected]
45(Total Slides=42) ITSM - Learning Day.pptx © 2015 National University of Singapore. All Rights Reserved
#ISSlearn
Acknowledgements & Notices
• ITIL®, PRINCE2®, MSP®, P3O® are registered trade marks of AXELOS Ltd
• The Swirl logo™ is a trade mark of the AXELOS Ltd• COBIT® is a trademark of ISACA® registered in the United
States and other countries. • © 2016 NUS unless otherwise stated.
(Total Slides=42) ITSM - Learning Day.pptx © 2015 National University of Singapore. All Rights Reserved 46