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DaveInTheBox v3
The document provides an overview of key considerations and work products for driving success on an IT project at a client. It outlines things to look for in areas like vision, assessment, planning, quick wins, communications, benefits, and project management. The document is essentially a checklist to help ensure all important aspects are addressed for successful implementation and change management.
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DaveInTheBox v3
- 1. Dave in theBox DRIVING SUCCESS AT THE CLIENT DAVID A MESSINEO © 2015 David A Messineo ideasthatwork@outlook.com 1
- 2. Things I’m lookingfor Treating the project as an organization change effort not just an IT project Creating a balance between strategic efforts and initial wins Do we know that initial wins Establishing compelling reasons for changes Targeting the key 20% Getting Management Support Ensuring risk management Technology Culture Organization People and Skills Financial Transition Governance and Reporting Recognizing the importance of metrics ITSM Implementation Metrics Service Metrics Process Metrics Operational Metrics © 2015 David A Messineo ideasthatwork@outlook.com 2
- 3. Vision Can wearticulate What the vision is for the next 1-3 years? What IT and business problems that we are addressing? What IT and business problems might result? Who are the key stakeholders? What is the scope and impact of the project? Whether the client understands the issues related to implementation? What do the think the issues are? What are they proposing to address them? © 2015 David A Messineo ideasthatwork@outlook.com 3
- 4. Assessment Have wecollected information on Process (CA) ITIL and the 5 Practices Service Lifecycle Model Technology (CA) Legacy tool set and integration points Tiered structure for implementation Organization (PW) Roles and Responsibilities “Political” establishment Governance (PW) Success factors, metrics, quality Specific Questions How well are they performing today? What major actions needs to be taken? What impacts will there be on control practices? What happens if we do nothing? © 2015 David A Messineo ideasthatwork@outlook.com 4
- 5. Planning Do weunderstand How the project will need to be organized into individual efforts? What roles (and skills) will be required? Who will be assigned to lead the individual efforts? The total costs required? Key activities and tasks including specific work products Not just what is in the SOW but what is actually required to complete the project How status information will be collected and reported on? How communications will be managed between stakeholders and team? © 2015 David A Messineo ideasthatwork@outlook.com 5
- 6. Working Can wearticulate the following Which process play a role in addressing the overall challenges and which will be covered now? What the guiding principles are for each process? What key success factors (CSF, KPI) should be in place for each process? Do we have key use cases that cross processes and track success factors for those as well? What the major inputs/outputs are for each process? Do we know which systems, people, roles, applications, etc… are responsible for ensuring the proper information flow What technology will be supporting each process and how? Do we have a list of data types, sources, and connections between them mapped to specific technologies What organizational structure (and resulting roles and expertise) will need to be in place to support all the required processes? How will the various processes be rolled out? Assuming we are using a spiral based approach to helping the client reach a level of on-going maturity improve… what are the various steps? The impact that specific processes will have on all audiences? Do we have all audiences identified? Are there any standard documents or artifacts that need to be created or leveraged? For example – Pink Atlas Can we specifically identify “quick wins” (see next page) © 2015 David A Messineo ideasthatwork@outlook.com 6
- 7. Quick Wins Canwe identify the following for each quick win Specific Immediate benefits Work breakdown structure Work products required Key assumptions Risks (see previous list) Success Metrics Duration Staffing and Resource Requirements © 2015 David A Messineo ideasthatwork@outlook.com 7
- 8. Sourcing Work Willwe be in a position to Identify and execute all activities required to transition the current state to future state? Identify all skills (and training) required on new processes, tools, and/or management techniques Identify, implement and report on key metrics Identify critical roles and specific job descriptions Recommend any organizational changes Ensure that a formal Governance process will be in place for reviews and signoff © 2015 David A Messineo ideasthatwork@outlook.com 8
- 9. Communications Plan Havewe uncovered the material to Understand the key messages each stakeholder should received The best channels for delivery of information Issues related to timing and sequencing Identify what specific criteria represents that the new “vision” is being accepted © 2015 David A Messineo ideasthatwork@outlook.com 9
- 10. Impact Encyclopedia Dowe understand the specifics of the following Customers What added value will occur How customer satisfaction will increase Organization Identify what the business needs from IT How decisions will be prioritized Employees How people will need to be rewarded Specific job roles and skills Mental models will focus on the customer mindset Process How metrics are monitored and reported on? How people’s behaviors will be impacted by changes? How we are eliminating the stovepipe mentality Technology How tool sets are integrated? What architectural changes will be required to take advantage of new technologies? How absorption of new technologies will be easier? Governance How to establish specific service targets for levels of service quality? Culture How to focus on understanding and prioritizing based on customers? © 2015 David A Messineo ideasthatwork@outlook.com 10
- 11. Benefits Encyclopedia Canwe verify / articulate the benefits to the following: Customers Value Better Service More influence in IT Senior Management Meeting goals Improving service Support regulations Tracking costs/benefits Middle Management Meeting targets and objectives Staff motivation and alignment Meeting budgets Reducing non-value work © 2015 David A Messineo ideasthatwork@outlook.com 11
- 12. Project Management Dowe know If there is there a single person responsible and accountable for project success? Are there people assigned for individual results? If the schedule will include time for prototyping, adequate tests, rework, and user training? If there is any data misalignment? Internal schedule date farther out than the best case estimate? Project commitment data farther out than internal schedule date? Project commitment date farther out than the best case estimate? What are the highest risks for this project? What contingency plans are in place for each risk? What is being done to mitigate the risk? Where “slack time” can included in the project? © 2015 David A Messineo ideasthatwork@outlook.com 12
- 13. Project Failures Isthe client showing and of the following patterns that lead to project failure: Starting the wrong projects Do we know how projects are introduced and what the selection process is Not including prerequisite steps Going for home runs instead of base hits Project duration greater than the job tenure of the sponsoring executive Gathering requirements instead of negotiating them How much actual dialog is going on and is it open-minded? Not enough contingency planning Is there any sign or discussion around contingency planning? © 2015 David A Messineo ideasthatwork@outlook.com 13
- 14. Benefit Types Howdo our recommendation support the following Increased Customer Satisfaction Reduced or Avoided Costs Reduced Risks Increased Revenue Improved IT Service Quality Improved Support Capability Better relationship with stakeholders © 2015 David A Messineo ideasthatwork@outlook.com 14
- 15. Assessment Work Products Can we provide the following: Identified gaps between current practices and best practices, as well as future practices? Identified gaps in roles and responsibilities? Identified skill and competency gaps? Identified tool and data gaps? Identified deficiencies with Governance process? Identified list of key stakeholders to support “project campaign”? Identified current metrics and measurement types? Identified expected benefits and recommendations? Identified estimated costs (included effort)? Identified organizational barriers? Identified quick wins? Specific focus on aligning the four dimensions of projects (quality, cost, schedule, scope)? © 2015 David A Messineo ideasthatwork@outlook.com 15
- 16. Architecture How willimprove the following? Availability Reliability Maintainability Serviceability Responsiveness Usability Security Ultimately how do we support “IT agility”? © 2015 David A Messineo ideasthatwork@outlook.com 16
- 17. Collection Library Havewe collected the following (or do we know they don’t have it) Organizational Charts Process Documentation Capacity Reports Performance Report Service Level Targets IT Plans Reporting Metrics Chargeback Reports IT Budgets Problem and Incident Reports IT Continuity Plans IT Service Reports IT Governance Policies Change Management Database Service Improvement Plans © 2015 David A Messineo ideasthatwork@outlook.com 17
- 18. Process Documentation Arewe prepared to provide the following Process Description Critical Success Factors Key Performance Indicators Statement of Scope Policy Guides Process Flows Role Descriptions Skill/Role Map Training Reporting Templates Transition Plan Governance Roles Steering Committee Service Manager Process Owner © 2015 David A Messineo ideasthatwork@outlook.com 18