What IT Management Skills should IT Project Managers have?

1. #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

2. #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 issgbn@nus.edu.sg (Total Slides=42) ITSM - Learning Day.pptx © 2015 National University of Singapore. All Rights Reserved

3. #ISSlearn 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

4. #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/

5. #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/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

6. #ISSlearn How to have Agile for larger projects? (Total Slides=42) ITSM - Learning Day.pptx © 2015 National University of Singapore. All Rights Reserved 6 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

8. #ISSlearn What have we covered so far? (Total Slides=42) ITSM - Learning Day.pptx © 2015 National University of Singapore. All Rights Reserved 8 Project Management Conventional BOK Methodology Agile Small Large

9. #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?

10. #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 Transition Service 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

11. #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 Service ContinuityIT Service Continuity Management Information SecurityInformation 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

12. #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 Reserved 12

13. #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 Service ContinuityIT Service Continuity Management Information SecurityInformation 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

14. #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 Service ContinuityIT Service Continuity Management Information SecurityInformation 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

15. #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 Service ContinuityIT Service Continuity Management Information SecurityInformation 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

16. #ISSlearn Availability Management (Total Slides=42) ITSM - Learning Day.pptx © 2015 National University of Singapore. All Rights Reserved 16 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?

17. #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?) 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

18. #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 18 Project Management Conventional BOK Methodology Agile Small Large

19. #ISSlearn Need for Continual Improvement in project processes (Total Slides=42) ITSM - Learning Day.pptx © 2015 National University of Singapore. All Rights Reserved 19 Image courtesy of Stuart Miles at FreeDigitalPhotos.net Image courtesy of stockimages at FreeDigitalPhotos.net Project 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

20. #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 Understanding Waste Improving / 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

21. #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

22. #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 Reserved 22 Hardware http://dldbsi.com/wp-content/uploads/2014/03/mcrm_box.png Software People

23. #ISSlearn Different types of People to Manage (Total Slides=42) ITSM - Learning Day.pptx © 2015 National University of Singapore. All Rights Reserved 23 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

24. #ISSlearn Stakeholder Management (Total Slides=42) ITSM - Learning Day.pptx © 2015 National University of Singapore. All Rights Reserved 24 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

25. #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 Leadership Style etc.

26. #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.

27. #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 IT People Management Stakeholders Team Users

28. #ISSlearn Programme Mgt (Total Slides=42) ITSM - Learning Day.pptx © 2015 National University of Singapore. All Rights Reserved 28 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

29. #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

30. #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 IT People Management Stakeholders Team Users

31. #ISSlearn Portfolio Management via Enterprise 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 other but 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 Technology Architecture Hardware, software, network Application Architecture Services Data Architecture Data, information Business Architecture Business processes, organization, people

32. #ISSlearn Business Architecture Technology Architecture Hardware, software, network Application Architecture Services Data Architecture 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...

33. #ISSlearn Application Architecture Technology Architecture Hardware, software, network Application Architecture Services Data Architecture 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...

34. #ISSlearn Data Architecture Technology Architecture Hardware, software, network Application Architecture Services Data Architecture 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...

35. #ISSlearn Technology Architecture Technology Architecture Hardware, software, network Application Architecture Services Data Architecture 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

36. #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

37. #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 A Shanghai Tranche B Shanghai Tranche C Star Wars Tranche A Star Wars Tranche B Star Wars Tranche C

38. #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 IT People Management Stakeholders Team Users

39. #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

40. #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 IT People Management Stakeholders Team Users P3O(P3Offices)

41. #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

42. #ISSlearn Governance/COBIT 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 IT People Management Stakeholders Team Users P3O(P3Offices)

43. #ISSlearn Governance/COBIT 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 IT People Management Stakeholders Team Users P3O(P3Offices) 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

45. #ISSlearn For Further Information • For related courses: • ITIL – http://www.iss.nus.edu.sg/ProfessionalCourses/SearchCourse/CourseDet ail/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/CourseDe tail/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: • issgbn@nus.edu.sg 45(Total Slides=42) ITSM - Learning Day.pptx © 2015 National University of Singapore. All Rights Reserved

46. #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

What IT Management Skills should IT Project Managers have?

BoonNam Goh

What IT Management Skills should IT Project Managers have?