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#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 Nam
Chief, IT Service Management
Institute of Systems Science
(Total Slides=42) ITSM - Learning Day.pptx© 2015 National University of
Singapore. All Rights Reserved
#ISSlearn
What next after common PM milestones like PMP?
(Total Slides=42) ITSM - Learning Day.pptx© 2015 National University of
Singapore. All Rights Reserved3
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 Reserved4
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 Reserved5
https://www.scrumalliance.org/scrum/media/ScrumAllianceMedia/PageGra
phics/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?
(Total Slides=42) ITSM - Learning Day.pptx© 2015 National University of
Singapore. All Rights Reserved6
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 Reserved7
https://less.works/
#ISSlearn
What have we covered so far?
(Total Slides=42) ITSM - Learning Day.pptx© 2015 National University of
Singapore. All Rights Reserved8
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 Reserved9
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
Service
Design
Service
TransitionService
Operation
Continual Service Improvement
Service
Strategy
(Total Slides=42) ITSM - Learning Day.pptx© 2015 National University of
Singapore. All Rights Reserved
Legend: IT Service Management / ITIL
#ISSlearn
ITIL – Event Management
11
Continual Service Improvement “Enhancing the value”
Service Portfolio
Management
Demand
Management
Financial
Management
Service Catalogue
Management
Service Level
Management
Capacity
Management
Availability
Management
IT Service Continuity
Management
Information Security
Management
Supplier
Management
Event
Management
Incident
Management
Problem
Management
Request
Fulfilment
Access
Management
Service Strategy Service Design Service Transition Service Operation
7 Step Improvement process
Strategy
Management for
IT services
Business
Relationship
Management
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 Consulting
Based 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.
(Total Slides=42) ITSM - Learning Day.pptx© 2015 National University of
Singapore. All Rights Reserved12
#ISSlearn
ITIL
13
Continual Service Improvement “Enhancing the value”
Service Portfolio
Management
Demand
Management
Financial
Management
Service Catalogue
Management
Service Level
Management
Capacity
Management
Availability
Management
IT Service Continuity
Management
Information Security
Management
Supplier
Management
Event
Management
Incident
Management
Problem
Management
Request
Fulfilment
Access
Management
Service Strategy Service Design Service Transition Service Operation
7 Step Improvement process
Strategy
Management for
IT services
Business
Relationship
Management
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 Consulting
Based 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
Demand
Management
Financial
Management
Service Catalogue
Management
Service Level
Management
Capacity
Management
Availability
Management
IT Service Continuity
Management
Information Security
Management
Supplier
Management
Event
Management
Incident
Management
Problem
Management
Request
Fulfilment
Access
Management
Service Strategy Service Design Service Transition Service Operation
7 Step Improvement process
Strategy
Management for
IT services
Business
Relationship
Management
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 Consulting
Based 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
Demand
Management
Financial
Management
Service Catalogue
Management
Service Level
Management
Capacity
Management
Availability
Management
IT Service Continuity
Management
Information Security
Management
Supplier
Management
Event
Management
Incident
Management
Problem
Management
Request
Fulfilment
Access
Management
Service Strategy Service Design Service Transition Service Operation
7 Step Improvement process
Strategy
Management for
IT services
Business
Relationship
Management
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 Consulting
Based 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
(Total Slides=42) ITSM - Learning Day.pptx© 2015 National University of
Singapore. All Rights Reserved16
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 Reserved17
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?)
Detect
30min
-> 5 min
Diagnose
1 hr
-> 30 min
Repair
2 hr
-> 1 hr
Recover
Component
30 min
-> 5 min
Restore
Service
1 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?
(Total Slides=42) ITSM - Learning Day.pptx© 2015 National University of
Singapore. All Rights Reserved18
Project Management
Conventional
BOK Methodology
Agile
Small Large
#ISSlearn
Need for Continual Improvement in project processes
(Total Slides=42) ITSM - Learning Day.pptx© 2015 National University of
Singapore. All Rights Reserved19
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 Reserved20
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
Understanding
WasteImproving / Streamlining
your 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 Reserved21
Project Management
Conventional
BOK Methodology
Agile
Small Large
Lean IT
#ISSlearn
What do you spend most time on as a project manager?
(Total Slides=42) ITSM - Learning Day.pptx© 2015 National University of
Singapore. All Rights Reserved22
Hardware
http://dldbsi.com/wp-content/uploads/2014/03/mcrm_box.png
SoftwarePeople
#ISSlearn
Different types of People to Manage
(Total Slides=42) ITSM - Learning Day.pptx© 2015 National University of
Singapore. All Rights Reserved23
Project
Manager
Stakeholders
Representatives
Team
Users
What management skills are required
for the different groups?
Stakeholder
Management
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
(Total Slides=42) ITSM - Learning Day.pptx© 2015 National University of
Singapore. All Rights Reserved24
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.
Stakeholder
Analysis
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 Reserved25
Some coverage in PMBOK
Still useful to have more detailed knowledge and practice in it
Politics
Progression Manager-> Leader
Conflict
Management
Leadership
Style
etc.
#ISSlearn
Change Management
(Total Slides=42) ITSM - Learning Day.pptx© 2015 National University of
Singapore. All Rights Reserved26
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 Reserved27
Project Management
Conventional
BOK Methodology
Agile
Small Large
Lean IT
People Management
Stakeholders Team Users
#ISSlearn
Programme Mgt
(Total Slides=42) ITSM - Learning Day.pptx© 2015 National University of
Singapore. All Rights Reserved28
Programmes – A group of related projects.
Example – Disney Magic Band
and 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 Reserved29
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 Reserved30
Project Management
Conventional
BOK Methodology
Agile
Small Large
Lean IT
People Management
Stakeholders Team Users
#ISSlearn
Portfolio Management viaEnterprise Architecture Framework
(Total Slides=42) ITSM - Learning Day.pptx© 2015 National University of
Singapore. All Rights Reserved31
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
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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/
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© 2016 National University of
Singapore. All Rights
Reserved.
36
#ISSlearn
Plan Portfolio Implementation Roadmap
Year 1 Year 2 Year 3
MagicBand Tranche A
e.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 B
e.g. Hotel Doors, My
Disney Experinece
Phase 1
MagicBand Tranche C
e.g. Magic Restuarant,
My Disney Experinece
Ph 2, Kitchen System
Shanghai
Tranche AShanghai Tranche B Shanghai Tranche C
Star Wars Tranche A Star Wars Tranche BStar 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 Reserved38
Project Management
Conventional
BOK Methodology
Agile
Small Large
Lean IT
People 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 Reserved39
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 Reserved40
Project Management
Conventional
BOK Methodology
Agile
Small Large
Lean IT
People Management
Stakeholders Team Users
P3O
(P
3 O
ffic
es)
#ISSlearn
Governance / COBIT
(Total Slides=42) ITSM - Learning Day.pptx© 2015 National University of
Singapore. All Rights Reserved41
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
Govern
ance /
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 Reserved42
Project Management
Conventional
BOK Methodology
Agile
Small Large
Lean IT
People Management
Stakeholders Team Users
P3O
(P
3 O
ffic
es)
#ISSlearn
Govern
ance /
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 Reserved43
Project Management
Conventional
BOK Methodology
Agile
Small Large
Lean IT
People Management
Stakeholders Team Users
P3O
(P
3 O
ffic
es)
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 YOU
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 Reserved46
