What IT Management Skills should IT Project Managers have?

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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

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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

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What next after common PM milestones like PMP?

(Total Slides=42) ITSM - Learning Day.pptx © 2015 National University of Singapore. All Rights Reserved 3

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?


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/

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Agile Projects- more specific guidance


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?


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

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Large scale agile –e.g. Large Scale Scrum (i.e. LeSS)


https://less.works/

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What have we covered so far?


Project Management

Conventional

BOK Methodology

Agile

Small Large

#ISSlearn

Is your project work over once cutover to production?


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

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The need for IT Service Management

ReqInit Design Code Test Impl

Project Management

ServiceDesign

ServiceTransition

ServiceOperation

Continual Service Improvement

ServiceStrategy


Legend: IT Service Management / ITIL

#ISSlearn

ITIL – Event Management

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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

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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.


#ISSlearn

ITIL

13



DemandManagement

FinancialManagement



CapacityManagement




SupplierManagement

Event Management

IncidentManagement

ProblemManagement

RequestFulfilment

AccessManagement





Design coordination

Change Management






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!”


#ISSlearn

ITIL

14



DemandManagement

FinancialManagement



CapacityManagement




SupplierManagement

Event Management

IncidentManagement

ProblemManagement

RequestFulfilment

AccessManagement





Design coordination

Change Management






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!”


#ISSlearn

ITIL – Availability Management

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DemandManagement

FinancialManagement



CapacityManagement




SupplierManagement

Event Management

IncidentManagement

ProblemManagement

RequestFulfilment

AccessManagement





Design coordination

Change Management






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


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


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)



Project Management

Conventional

BOK Methodology

Agile

Small Large

#ISSlearn

Need for Continual Improvement in project processes


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


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)



Project Management

Conventional

BOK Methodology

Agile

Small Large

Lean IT

#ISSlearn

What do you spend most time on as a project manager?


Hardware

http://dldbsi.com/wp-content/uploads/2014/03/mcrm_box.png

Software People

#ISSlearn

Different types of People to Manage


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


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)


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


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)



Project Management

Conventional

BOK Methodology

Agile

Small Large

Lean ITPeople Management

Stakeholders Team Users

#ISSlearn

Programme Mgt


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


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)



Project Management

Conventional

BOK Methodology

Agile

Small Large



#ISSlearn

Portfolio Management viaEnterprise Architecture Framework


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





Services

DataArchitecture

Data, information



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





Services

DataArchitecture

Data, information





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




Services

DataArchitecture

Data, information





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Customer Magic Band Usage Profiles

Building design & simulation data

Star Wars social media monitoring

data

Star Wars licensing fee data

etc...

#ISSlearn

Technology Architecture




Services

DataArchitecture

Data, information




etc...


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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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#ISSlearn

Plan Portfolio Implementation Roadmap

Year 1 Year 2 Year 3

MagicBand Tranche Ae.g. Magic Band, Main

Entrance Turnstiles

etc...


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


ITIL (IT Service

Management)



Project Management

Conventional

BOK Methodology

Agile

Small Large



#ISSlearn

Setting up and Running the P3 Offices (P3O®)


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



ITIL (IT Service

Management)



Project Management

Conventional

BOK Methodology

Agile

Small Large



P3O

(P3

Offi

ces)

#ISSlearn

Governance / COBIT


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



ITIL (IT Service

Management)

Summary


Project Management

Conventional

BOK Methodology

Agile

Small Large



P3O

(P3

Offi

ces)

#ISSlearn

Gov

erna

nce

/ CO

BIT



ITIL (IT Service

Management)

Summary & Course Mapping


Project Management

Conventional

BOK Methodology

Agile

Small Large



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]


#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]


#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.
