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Project Management and IT –Workflow or Traffic Wreck ?April 25, 2013© 2013 Enterprise Management Associates, Inc.Dennis Dr...
Agenda• How IT is expected to perform in 2013 and the foreseeable future,and how this represents a rupture with the past• ...
Key Changes in IT in 2013 and Beyond• No longer about just being “stable and precise”• IT ecosystems (partners, suppliers,...
The “ Ecosystem Project”• Partner Sprawl• Service Provider Sprawl• Supplier Sprawl• Geographic Sprawl• Cultural Sprawl• WH...
Front Office Governance• Front Office Governance = externalized metrics on service plusbehavioral/business optimization in...
How Project Management MustChange in Response© 2013 Enterprise Management Associates, Inc.Slide 6
What is a “Project?”• Disasters and Severe Incidents – Multi-Stakeholder Triage• Routine incidents and requests• Asset Man...
Time Tracking• What a mess• 80% of spend is people?• What are you tracking it against?• Multiple options• Project portfoli...
Service Desk Integration with Non-IT Call Centersis Expanding the Scope of IT Project ManagementSlide 9 © 2013 Enterprise ...
Overburdened IT Professionals Get Pressuredfrom all Fronts10 © 2013 Enterprise Management Associates, Inc.Ongoing improvem...
The Old Way11 © 2013 Enterprise Management Associates, Inc.PlanBuildRunITServiceMomentof truthWaterfall thinkingGood for o...
But IT Services Are Evolving With AcceleratingSpeed12 © 2013 Enterprise Management Associates, Inc.ITServiceITServiceITSer...
The Impact of Cloud Makes this Only Worse• Faster, faster, faster!• Greater choice, greater diversity• “Service” versus “d...
How PPM Solutions Will Evolve© 2013 Enterprise Management Associates, Inc.Slide 14
Project Management Today– Some Key DataPoints – a Snapshot in TimeThose who strongly favor Project Management are more lik...
Project and Portfolio Management is Second tothe Top for Next-Generation ITSM ToolsSlide 16 © 2013 Enterprise Management A...
Visibility into Work in Progress is Second to theTop for Top Functional Priorities for Service DeskSlide 17 © 2013 Enterpr...
But Service-Desk Integrated Project ManagementSolutions are at only 32% DeployedSlide 18 © 2013 Enterprise Management Asso...
Service Desk as Communications Center or FortApache ?• “We view integration with the Service Desk as critical. It isn‟t un...
Demand/Supply/Execute: Transforming to a Newmore Dynamic Model for Project Management20 © 2013 Enterprise Management Assoc...
Another look at the New Project ManagementModel• Project Management must evolve beyond a static mapping systemto a more dy...
Integrated Workflow-Process Automation isBecoming A MustSlide 22 © 2013 Enterprise Management Associates, Inc.Integrated w...
Integration with End-User Self-Service Portals isa Help, but not a PanaceaSlide 23 © 2013 Enterprise Management Associates...
Other Integrations Key to Next-Generation ProjectManagement• Integrated Portfolio Management System at 33% with 32%plannin...
On Average, Fewer Than One-Third of TroubleTickets are Generated through AlertsSlide 25 © 2013 Enterprise Management Assoc...
Three Views from the Trenches• Enforceable Execution: “We had an opportunity to reinventchange management in our organizat...
The Growing Impact of Social Networking• Project Management will Require Increasing Levels of Dialog –• Adjust to changing...
How to Begin to Unravel the Mess© 2013 Enterprise Management Associates, Inc.Slide 28
Unraveling the Mess!• Disasters and Severe Incidents – Multi-Stakeholder Triage• Routine incidents and requests• Asset Man...
Slide 30 ©2006 Enterprise Management AssociatesEMA’s 8-Step Methodology Strategic Project Management• Based on years of pr...
Project Management is more than TWICE aslikely to be a part of “Completely Satisfied”Service Desk Deployments• SIGNIFICANT...
Conclusion• IT is become more dynamic and front-office driven.• To meet this need, Project Management should no longer bev...
Project Management in ServiceDeskPlus(Overview)Task Management Made EasyOnline Demohttp://projects.servicedeskplus.com/Sli...
What is a Project?• A large scale change implementation• Which organizes Tasks effectively and• Is useful when Task count ...
Phases of a ProjectMilestone – Phase where you decide what should be done and also takethe necessary stepsTask – Phase whe...
Slide 36 © 2013 Enterprise Management Associates, Inc.Inside a Project
• Project Code, Project Title, Project Description• Project Owner, Project Member• Project Member can be a Requester or a ...
ProjectMilestoneSub-UnitTask 1Sub-UnitTask 2IndependentTasksTask Dependency: Project(s) allows for task dependencyconfigur...
Mark-Parent Task: Appears while hovering over a Task in the TaskDependency Map - allows you to configure Parent to the hig...
• Graphical representation of Project(s), its members, Milestones andTasks• Presents a clear picture of Task distribution•...
Resource management Vs. Time management (based on Tasks listed)Gantt chart is not merely a peek into project(s) management...
Present in the left extreme represented by aspiked wheel is the „Project Overview Map‟which displays the structure of the ...
• Effective Resource Management (via Gantt Chart)• Efficient Time Management (via Worklogs & Timesheet)• Minimal Cost Expe...
Questions?© 2013 Enterprise Management Associates, Inc.Slide 44
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Project Management and IT − Recorded Webinar by Dennis Drogseth

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This Webinar looked into key trends impacting the demands on IT from both inside and outside IT and how these are requiring new approaches to Project Management, Portfolio Management, and ITSM-driven governance.

The webinar also addressed some of the questions pertaining to

How IT is expected to perform in 2013 and the foreseeable future, and how this represents a rupture with the past.
How IT project management must change in response.
How PPM solutions will eventually evolve into uniquely optimized workflows coupled with automation and analytics.
The present/future role of social networking and stakeholder management.
How to begin to unravel the mess.
Where to go from there.

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Transcript of "Project Management and IT − Recorded Webinar by Dennis Drogseth"

  1. 1. Project Management and IT –Workflow or Traffic Wreck ?April 25, 2013© 2013 Enterprise Management Associates, Inc.Dennis DrogsethVice President - Application and Business ServicesEnterprise Management Associates
  2. 2. Agenda• How IT is expected to perform in 2013 and the foreseeable future,and how this represents a rupture with the past• How IT project management must change in response• How PPM solutions will eventually evolve into uniquely optimizedworkflows coupled with automation and analytics• How to begin to unravel the messSlide 2 © 2013 Enterprise Management Associates, Inc.
  3. 3. Key Changes in IT in 2013 and Beyond• No longer about just being “stable and precise”• IT ecosystems (partners, suppliers, service providers, cloud, etc.) =“ITIL version 7.0”• Consumerization of IT• Front-office governance supersedes back-office governance• Where to optimize on costs, and where to optimize on value?Slide 3 © 2013 Enterprise Management Associates, Inc.
  4. 4. The “ Ecosystem Project”• Partner Sprawl• Service Provider Sprawl• Supplier Sprawl• Geographic Sprawl• Cultural Sprawl• WHO OWN‟S WHAT????Slide 4 © 2013 Enterprise Management Associates, Inc.
  5. 5. Front Office Governance• Front Office Governance = externalized metrics on service plusbehavioral/business optimization informed by User Experience-enriched dialog, business objectives and a clear and definedrelationship between IT activity and business outcomes.• VALUE as well as COST• Extroverted trumps Introverted• Persona-driven trumpsSystems-drivenSlide 5 © 2013 Enterprise Management Associates, Inc.
  6. 6. How Project Management MustChange in Response© 2013 Enterprise Management Associates, Inc.Slide 6
  7. 7. What is a “Project?”• Disasters and Severe Incidents – Multi-Stakeholder Triage• Routine incidents and requests• Asset Management inventories, license management, etc.• Asset lifecycle management and optimization• Process enhancements across IT – IT transformation• IT- business front-office alignment (user experience, etc.)• Portfolio planning• Data center consolidation• Complex infrastructure provisioning• New application releases• Patch management and routine releases• Governance, Risk, Compliance• EtcSlide 7 © 2013 Enterprise Management Associates, Inc.
  8. 8. Time Tracking• What a mess• 80% of spend is people?• What are you tracking it against?• Multiple options• Project portfolio system• Service desk• ERP system (HR module)• Professional Services Automation (PSA) system Stopwatch functionality• Custom built• Nothing – allocation only8 © 2013 Enterprise Management Associates, Inc.
  9. 9. Service Desk Integration with Non-IT Call Centersis Expanding the Scope of IT Project ManagementSlide 9 © 2013 Enterprise Management Associates, Inc.Service Desk Integration with non-IT Call Centers or Customer Support39%29%32%0% 5% 10% 15% 20% 25% 30% 35% 40% 45%DeployedPlanning to DeployNo Plans to DeployTotalSample Size = 326
  10. 10. Overburdened IT Professionals Get Pressuredfrom all Fronts10 © 2013 Enterprise Management Associates, Inc.Ongoing improvementBigger than aticket, smaller than aproject.Capacity/security/riskavailability/architecture/etc etc etcProject work- Deliverables- Stories- Issues/risks/actionitems- ReleasesService support- Incidents- Changes- Service RequestsOverburdenMultitaskingPoor execution
  11. 11. The Old Way11 © 2013 Enterprise Management Associates, Inc.PlanBuildRunITServiceMomentof truthWaterfall thinkingGood for one version of one system
  12. 12. But IT Services Are Evolving With AcceleratingSpeed12 © 2013 Enterprise Management Associates, Inc.ITServiceITServiceITServiceITServiceITServiceITServiceITServiceITServiceITServiceITServiceMomentoftruthMomentoftruthMomentoftruthMomentoftruthMomentoftruthMomentoftruthMomentoftruthMomentoftruthMomentoftruthMomentoftruthService Lifecycle
  13. 13. The Impact of Cloud Makes this Only Worse• Faster, faster, faster!• Greater choice, greater diversity• “Service” versus “domain-centricity”• Ecosystem-centricity• Multiple Options• Dynamic AssetsSlide 13 © 2013 Enterprise Management Associates, Inc.
  14. 14. How PPM Solutions Will Evolve© 2013 Enterprise Management Associates, Inc.Slide 14
  15. 15. Project Management Today– Some Key DataPoints – a Snapshot in TimeThose who strongly favor Project Management are more likely to:• be executives• be itSMF members• view ITIL as becoming “more important”• favor integrations with runbook or IT Process automationcapabilities• favor integrated support for performance analytics• prioritize “financial optimization” for a CMDB use case• view CMDB deployments as “very successful”• enjoy more extensive service catalog deployments• already have integrated release management in the service deskwith more progressive support for application reviews andSLAs• enjoy Integrated support for mobility for ITSM professionalsSlide 15 © 2013 Enterprise Management Associates, Inc.
  16. 16. Project and Portfolio Management is Second tothe Top for Next-Generation ITSM ToolsSlide 16 © 2013 Enterprise Management Associates, Inc.What is the main point of interest for the next generation of ITSM tools?18%15%14%13%12%11%7%5%3%1%0% 5% 10% 15% 20%Fully integrated IT Service and AssetManagement productIT project and portfolio management featuresImproved customization capabilitiesAnalyticsMore advanced levels of automationCloud-non-cloud service provisioningIntegrated non-IT features (HR, facilities, fleetmanagement, e.g.)Social network featuresIntegrated with back office financialsOther (Please specify)TotalSample Size = 326
  17. 17. Visibility into Work in Progress is Second to theTop for Top Functional Priorities for Service DeskSlide 17 © 2013 Enterprise Management Associates, Inc.Which of the following functional capabilities are most important toyour organization’s help/service desk solution?43%34%32%21%19%17%17%16%1%0% 10% 20% 30% 40% 50%Enhanced support/ visibility into userexperience and end-user problemsBetter visualization/control of work inprogressEnhanced levels of process automationEnhanced project management capabilitiesMore effective use of CMDB/CMSEnhanced analytics for project and financialplanningService catalog (internal services only)Service catalog (internal/external-cloudservices)Other (Please specify)TotalSample Size = 326
  18. 18. But Service-Desk Integrated Project ManagementSolutions are at only 32% DeployedSlide 18 © 2013 Enterprise Management Associates, Inc.Integrated with project management solutions integrated with ServiceDesk32%32%36%0% 5% 10% 15% 20% 25% 30% 35% 40%DeployedPlanning to DeployNo Plans to DeployTotalSample Size = 326
  19. 19. Service Desk as Communications Center or FortApache ?• “We view integration with the Service Desk as critical. It isn‟t untilwe can work in and through the Service Desk that our analyticssolutions can fully take flight and support all the criticalprocesses, projects and workflows within IT.” (Large ManagedServices Provider based in North America)• “We don‟t own the Help Desk which is pretty much a bastion oflast resort. All it‟s good for is reacting to disasters once theyhappen. So we‟re not interested integrating our analytics data withit.” (Another Large Managed Service Provider based in NorthAmerica)Slide 19 © 2013 Enterprise Management Associates, Inc.
  20. 20. Demand/Supply/Execute: Transforming to a Newmore Dynamic Model for Project Management20 © 2013 Enterprise Management Associates, Inc.ITServiceITServiceITServiceITServiceITServiceITServiceITServiceITServiceITServiceITServiceMomentoftruthMomentoftruthMomentoftruthMomentoftruthMomentoftruthMomentoftruthMomentoftruthMomentoftruthMomentoftruthMomentoftruthService LifecycleExecuteIT Value RealizationIT VALUE
  21. 21. Another look at the New Project ManagementModel• Project Management must evolve beyond a static mapping systemto a more dynamic, self-informing set of options• These will include higher levels of automation, analytics, andservice modeling-related insights as well as other technologies suchas social networking and self-serviceSlide 21 © 2013 Enterprise Management Associates, Inc.
  22. 22. Integrated Workflow-Process Automation isBecoming A MustSlide 22 © 2013 Enterprise Management Associates, Inc.Integrated workflow-process automation with Service Desk49%32%19%0% 10% 20% 30% 40% 50% 60%DeployedPlanning to DeployNo Plans to DeployTotalSample Size = 326
  23. 23. Integration with End-User Self-Service Portals isa Help, but not a PanaceaSlide 23 © 2013 Enterprise Management Associates, Inc.Integrated with end-user self-service portal with Service Desk45%34%21%0% 10% 20% 30% 40% 50%DeployedPlanning to DeployNo Plans to DeployTotalSample Size = 326
  24. 24. Other Integrations Key to Next-Generation ProjectManagement• Integrated Portfolio Management System at 33% with 32%planning to deploy• Integrated SLM at 38% deployed with 37% planning to deploy• Integrated Change Management at 43% with 35% planning todeploy• Integrated Lifecycle Management System at 27% with 34%planning to deploy• 45% offer MOBILITY in support of Service Desk and IntegratedPPM ProfessionalsSlide 24 © 2013 Enterprise Management Associates, Inc.
  25. 25. On Average, Fewer Than One-Third of TroubleTickets are Generated through AlertsSlide 25 © 2013 Enterprise Management Associates, Inc.What percentage of tickets are generated through monitoring alerts?39%23%20%5%4%8%0% 5% 10% 15% 20% 25% 30% 35% 40% 45%Less than 20%20% - 39%40% - 59%60% - 80%More than 80%Don’t knowTotalSample Size = 239
  26. 26. Three Views from the Trenches• Enforceable Execution: “We had an opportunity to reinventchange management in our organization and go from a traditionalPPM approach that was very ambivalent when it came toexecution, to a much more enforceable approach that supportedclear ownership and could lead to increased levels of automation.”• Function as a Team “We were looking for a solution that wouldallow us to function more effectively as a team.”• Holistic Vision “We have a complete approach to applicationlifecycle management. We leverage the system both for smalladjustments in application requirements, and for full-boreapplication deployments. By having both pre-production andproduction in the system, we can easily prioritize issues so weknow when the impact is. “Slide 26 © 2013 Enterprise Management Associates, Inc.
  27. 27. The Growing Impact of Social Networking• Project Management will Require Increasing Levels of Dialog –• Adjust to changing business and consumer requirements• Better understand relevant stakeholder roles and opinions• Address the “nuances” of status beyond “multiple choice”• Promote better teamwork and team awareness• Enable more accurate assessments of what‟s working andwhat‟s not• Promote “relevance” as an ongoing question/ conditionSlide 27 © 2013 Enterprise Management Associates, Inc.
  28. 28. How to Begin to Unravel the Mess© 2013 Enterprise Management Associates, Inc.Slide 28
  29. 29. Unraveling the Mess!• Disasters and Severe Incidents – Multi-Stakeholder Triage• Routine incidents and requests• Asset Management inventories, license management, etc.• Asset lifecycle management and optimization• Process enhancements across IT – IT transformation• IT- business front-office alignment (user experience, etc.)• Portfolio planning• Data center consolidation• Complex infrastructure provisioning• New application releases• Patch management and routine releases• Governance, Risk, Compliance• EtcSlide 29 © 2013 Enterprise Management Associates, Inc.
  30. 30. Slide 30 ©2006 Enterprise Management AssociatesEMA’s 8-Step Methodology Strategic Project Management• Based on years of practicalexperience by EMA staff• Proven successful at largecompanies with challenginginfrastructures• Can’t skip any steps – each buildson previous efforts• Focuses on tools, process, andpeople
  31. 31. Project Management is more than TWICE aslikely to be a part of “Completely Satisfied”Service Desk Deployments• SIGNIFICANTLY more likely to have more service-deskfunctionality deployed – but more than 2 to 1:• Project management• Integrated workflow/process automation• Integrated with Operations for SLM and performance• Financial planning• IT portfolio management• CMDB/CMS• Application lifecycle management• Service catalog• Integrated release managementSlide 31 © 2013 Enterprise Management Associates, Inc.
  32. 32. Conclusion• IT is become more dynamic and front-office driven.• To meet this need, Project Management should no longer beviewed as a manual overlay unique in itself, but an integrated partof diverse Service Desk and Operations functionality.• In parallel, projects range in scope, urgency and complexity andneed to be managed with unique strategies, owners and packages.• To do this will require strong levels of support from associatedtechnologies such as automation, analytics, service modeling andservice awareness, mobility, self-service and social networking.Slide 32 © 2013 Enterprise Management Associates, Inc.
  33. 33. Project Management in ServiceDeskPlus(Overview)Task Management Made EasyOnline Demohttp://projects.servicedeskplus.com/Slide 33 © 2013 Enterprise Management Associates, Inc.
  34. 34. What is a Project?• A large scale change implementation• Which organizes Tasks effectively and• Is useful when Task count becomes impossible to handleWhat does it do?• Bundles Tasks into one big Project which goes through manyphases before reaching completion.Slide 34 © 2013 Enterprise Management Associates, Inc.Project Management in ServiceDesk Plus
  35. 35. Phases of a ProjectMilestone – Phase where you decide what should be done and also takethe necessary stepsTask – Phase where a specific action is carried outPhases have a Flexible Structure• Milestones & Tasks are given equal importance• A Task, although considered a sub-unit of Milestone, can be declaredindependently
  36. 36. Slide 36 © 2013 Enterprise Management Associates, Inc.Inside a Project
  37. 37. • Project Code, Project Title, Project Description• Project Owner, Project Member• Project Member can be a Requester or a Technician• Project Type (Software, Infrastructure, etc.,)• Project Duration (Start, End time)• Project Hours (hours spent by members)• Project Cost (estimated & actual cost)Project Attributes
  38. 38. ProjectMilestoneSub-UnitTask 1Sub-UnitTask 2IndependentTasksTask Dependency: Project(s) allows for task dependencyconfiguration; that is, lets you decide the sequence in which thetasks should be executed. This is accomplished with the followingfeatures:• Mark-Parent Task• Mark-Child TaskProject Structure
  39. 39. Mark-Parent Task: Appears while hovering over a Task in the TaskDependency Map - allows you to configure Parent to the highlightedtask.Mark-Child Task: Appears while hovering over a Task in the TaskDependency Map - allows you to configure Child to the highlighted Task.Task Dependency Map
  40. 40. • Graphical representation of Project(s), its members, Milestones andTasks• Presents a clear picture of Task distribution• Based on Project’s progress lets you change/ reassignMilestones, Tasks and everything related to the Project• Provides filters to generate Milestone-based, Task-based or Member-based charts• In short, a quick access to managing/editing Project(s)Gantt Charts
  41. 41. Resource management Vs. Time management (based on Tasks listed)Gantt chart is not merely a peek into project(s) management but an entitythat lets you decide the course of actions concerning project(s) dependingon: the resources available, time available/elapsed, task‟s progress at thetime the chart gets generated.Gantt Chart View
  42. 42. Present in the left extreme represented by aspiked wheel is the „Project Overview Map‟which displays the structure of the Projectalong with its Milestones & TasksIn the above diag., Final Stage I & II are Tasks while Choosing theSoftware is a Milestone with Running Tests & Scanning as itstasksProject Overview Map
  43. 43. • Effective Resource Management (via Gantt Chart)• Efficient Time Management (via Worklogs & Timesheet)• Minimal Cost Expenditure (by comparing the Project‟s budget withEstimated Cost)• Uncomplicated design that streamlines project creation & tracking• Task Dependency Map for efficient handling of TasksProject Management Highlights
  44. 44. Questions?© 2013 Enterprise Management Associates, Inc.Slide 44
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