This document outlines principles and processes for project governance and management. It discusses guiding principles for customer experience, efficient processes, collaboration, and teaming. It then describes the software development life cycle including initiation, requirements, design, build, test, deploy, and operations phases. Next, it outlines the project management life cycle including initiation, planning, execution/control, and close-out phases and activities. It also provides overviews of an order management system and functions of a data center including help desk, service order, network operations, and general operations.

1. Project Governance
by Al Monteiro
Senior Project Manager, IT
al.monteiro.tx@gmail.com
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2. Guiding Principles
Customer Experience
It’s the process; not the people
Work-the-Work
Simplicity (efficient, Quick to Market)
Lead, Feedback, Collaborate, Change
Teaming /Bridge Building (gap closure)
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3. Software Development Life Cycle (SDLC)
Initiate
• Vision
• Enterprise
Architecture
• Sizing
• Roadmap
Requirements
• eCommerce
(wireframes,
style guide,
copy-book)
• Sales Centers
• Affiliates /Non-
Affiliates
• Wholesale
• Use Cases /User
Stories
• Non-Functional
Design
• High Level
• Detailed
• Level of Effort
Build
• User Interface
• Services
/Middleware
• Back-Office
• Unit Test
Test
• Point-to-Point
• System
Integration
Testing (SIT)
• Performance
Test
• Load Test
• User Acceptance
Testing (UAT)
• Security Scan
(Software
/Hardware /LAN
/WAN)
• Defect
Resolution
Deploy
• Release Planning
• Go /No-Go
• Post Prod
Validation
• Turn-over
(Production
/Client Services)
• Defect
Resolution
Project Management
Release Management (Kanban)
Operations
Business Analyst
Development /ITIL
Product Owner /Business Stakeholders
Go-To-Market
Sustainment
Stage Gate
Stage Gate
Subject Matter Experts (SMEs)
Waterfall /Iterative or Agile (Scrum /SAFe) 3

4. Project Management Life Cycle
Phase Activity Results
Initiation
- Authorization to Proceed (ATP) received
- Business Owner Presentation /Vision
- Key Performance Indicators (KPIs)
- Sizing (Rough Order of Magnitude /ROM)
- Business requested release date
- Project tracking setup (Clarity, Planview, etc)
- SharePoint folder setup
Planning
- ROM review
- High Level Design review (Architect insight)
- Resource Plan (includes SOW and T&M)
- Due Diligence complete
- Project Charter
o Scope
o ROM review (Expense & Capital)
o Go-to-Market (GTM) strategy
o Business Requirements end date
o Waterfall /Iterative /Agile (Scrum /SAFe)
o KPIs
o HL Design
o Assumptions and Risks
o Roadmap (Critical Milestones)
o Communication Plan
o Go /No-Go criteria
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5. Project Management Life Cycle
Phase Activity Results
Execution
/Control
- Project Kick-off / Project Charter review
- Team on-boarding
- Project Charter sign-off (stakeholders)
- Business Requirements sign-off (KPIs and GTM)
- Requirements Traceability Matrix
- Detail Design
- Infrastructure outlook (changes /gaps)
- Level of Effort (LOE) and Budgets approved
- Project Charter updates
- Project Controls
o Project Plan
o Release Planning
o Budget Outlook (AC /ETC/ EAC)
o RACI
o Risk Management
o Issue Management
o Action Items
o Change Management
o Defect Resolution (pre & post release)
- IT Steering Committee (incl. Account Mngt)
Close-out - Project review /Retrospective
-Root cause analysis (process not people)
- Lessons learned (published)
- Close Project, Financials and SharePoint
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6. Order Management System (OMS)
Order Type Activity
Pre-Order
- Search
- Customer Profile
- Product Catalog
- Sales Script
- Content Management
Order
- Customer Profile (CRM)
- New
- Move
- Add
- Change
- Cancel
- Terminate
-Pending Activity
- Credit Card
- Shopping Cart
- Shipping
- Registration
- Terms of Service
- Order Fallout Handling & Error Messages
Provision - Inter Company (SBUs) - Affiliates /Non-Affiliates
Fulfillment
- CPE
- Returns (RA)
- Replace /Refresh
- Manuals /Documents
- Shipment
Billing
- Bill Cycle Alignment
- Forbearance /Blacklist
- Sales Compensation
- Settlements (tax /vendors)
- Disbursements (Cost Centers /SBUs)
- Settlements (tax /vendors)
- Disbursements (Cost Centers /SBUs)
Customer Care
- My Account
- Retention
- Customer Insight
- Campaign
- Outbound (communication /marketing)
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7. Data Center
Service Activity
Enterprise Help Desk
-Tier 1 /2 /3
- Executive
- Desk-side Support
- COTS
- Customer Software
- Hardware
- Storage
- Phone
- CPE
Service Order
- Purchases /Procurement
- CPE maintenance
- Facilites
- Breakfix
- Truck-roll
- Travel
Network Operations
- Monitoring Topology
- VRU /Phone Tree
- Servers /Server Farms
- Mid-range /Mainframe
- CPE
- PBX /VOIP
- LAN /WAN (latency /up-time)
- Circuits /Submarine Circuits
- Services /Middleware
- Cloud
- Anti Virus
- Cyber Crime /Security
Operations
- Fault Management
- Configuration
- Account Management
- SLA /OLA
- Performance Management
- Security Management
- Defect Resolution
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