Service Engineering and Management Bu ine Service !

ntegrati"n and Management

Project anagement Scope and Speci!icities !or S"#

Anca Daniela Ionita Univer itatea P"#ite$nica din Bucure%ti

Program Strategic pentru Promovarea Inovarii n Servicii prin Educaie Deschis, Continu (INSEED) POSDRU/86/1.2./S/57748 Proiect cofinanat din Fondul Social European prin Programul Operaional Sectorial Dezvoltarea Resurselor Umane 2007 20!"

Summar+
Pr"&ect Management 'undamenta# S(eci)icitie )"r SO* Management

Pr"&ect Management
, Project. (er)"rming t$e nece ar+ activitie )"r rea#i/ing a uni0ue (r"duct "r evice1 2it$in a given time interva#

, Constraints&
. c"(e1 time and c" t . 3udget1 $uman re "urce

, % important activities&
. e timati"n . (#aning . m"nit"ring and c"ntr"##ing

4n"2#edge *rea
, , , , , , , , ,
'

!ntegrati"n management Sc"(e management 5ime management 6" t Management 7ua#it+ Management 8uman re "urce management 6"mmunicati"n management Ri 9 management Pr"curement management

Unit ") c"m(etenc+

1. Manage Sta9e$"#der Re#ati"n $i( 2. Manage Deve#"(ment ") t$e P#an )"r t$e Pr"&ect :. Manage Pr"&ect Pr"gre 4. Manage Pr"duct *cce(tance 5. Manage Pr"&ect 5ran iti"n 6. Eva#uate and !m(r"ve Pr"&ect Per)"rmance
(

!PM* 6"m(etence Ba e#ine

Summar+
Pr"&ect Management 'undamenta# S(eci)icitie )"r SO* Management

6#a
,

i)+ing e;i ting ervice

Retroactively classifying existing services from the enterprise

Integration services < eam#e c"mmunicati"n 3et2een e;terna# a((#icati"n and enter(ri e data3a e and ERP "#uti"n
. E.g. in ca e ") di))erent "(erating + tem 1 di))erent data3a e "#uti"n "r di))erent c"m(uter #anguage 1 "r #egac+ + tem

Content su,scription services < (r"vide c"ntent t" u3 cri3er acc"rding t" a (re< determined ervice agreement.=
. E.g. RSS >?Rea##+ Sim(#e S+ndicati"n?@ ervice < di "urce acr" t$e Ae3 eminating and c"##ecting c"ntent )r"m

, , ,

Presentation services < )"rmatting and c"nte;tua#i/ati"n ") vari"u in)"rmati"n and enter(ri e 9n"2#edge t" di tinct u er c"mmunitie In!ormation services < data mani(u#ati"n "r tructured and ecured data acce .
. E.g. in c"n)"rmance 2it$ "(erati"na# 3u ine ru#e .

anagement services < admini trati"n ") c"ntr"# ") $ard2are<)"cu ed a((#icati"n and net2"r9 .
. E.g. Sim(#e Bet2"r9 Management Pr"t"c"# >SBMP@ < c"##ecting in)"rmati"n )r"m1 and c"n)iguring1 net2"r9 device .
i)icati"n1 Da $3"ard !n ig$t1 2EE8

A. Caurent1 SO* D"vernance . Service 6#a

SO* Deve#"(ment and Ev"#uti"n

atri. organi/ation

, SO# Pro$ect %anager

. managing (r"&ect 1 . de)ining (r"&ect (#an 1 . im(#ementing (#an 1 . m"nit"ring t$e (r"&ect.

Project oriented organi/ation

, SO# Pro$ect %em&er

-

SO* Strateg+ and D"vernance

, , , , , , SO# Strateg' %anager
. Re ("n i3i#it+- SO* trateg+ t" u(("rt t$e "rgani/ati"n 3u ine need .

SO# (overnance %anager

. Re ("n i3i#it+- ("#icie and (r"cedure )"r de ign<time and runtime g"vernance.

SO# Process %anager)

. Re ("n i3i#it+- "rgani/ati"nF deve#"(ment1 ev"#uti"n and maintenance (r"ce e .

SO# %easurement %anager)

. Re ("n i3i#itie - t$e mea urement (r"ce m"de#

SO# Securit' %anager)

. ecurit+ ("#icie and trategic (#an

SO# *ec+nolog' Scout)

. (r"vide tec$nica# directi"n )"r SO* im(#ementati"nG . (r"m"te e))ective ad"(ti"n ") (r"duct 1 tandard 1 and (r"ce . a e e tec$n"#"g+ trend e G

01

SO* D"vernance
!t ena3#e diver e 3u ine unit and !5 ta9e$"#der t" en ure t$at deve#"(ment activitie and g"a# are (r"(er#+ a#igned. HSO* i 1 (ercent ervice and II (ercent g"vernance.J Dann+ Sa33a$1 genera# manager !BM Rati"na#K
. Service #i)ec+c#e management . SO* 0ua#it+ management

00

SO* g"vernance (r"ce

,

D e fine

SO A P lan P#an E na b le G overnance . e ta3#i $ "vera## c"(e . (#an (r"&ect c"(e1 "2ner $i( and )unding , De)ine M ea su re . ("#icie )"r ervice reu e acr" #ine ") 3u ine 1 . (r"ce e t" guarantee ervice #eve# , Ena3#e . "rgani/ati"n c"mmunicate t$eir ("#icie t" t$e deci i"n<ma9ing c"mmunit+1 t" en ure t$at t$eir need are 3eing met , Mea ure . m"nit"r and u(date g"vernance ("#icie and (r"ce e >e.g. SC* 1 reu e #eve# 1 c$ange ("#icie @ . eva#uate again t ucce and e))ectivene criteria . initiate ne2 iterati"n ") SO* g"vernance activitie

0$

SO* #i)ec+c#e
M od el

A s sem ble

SO A L if e c y c le

D ep loy

, M"de#
. u e SO* g"vernance (#an a a 3a i )"r m"de#ing t$e SO* im(#ementati"n.
M an age

, *

em3#e >va#idate again t t$e de)initi"n@.

. a em3#e t$e reu a3#e ervice a et . create ervice<"riented a((#icati"n t$at aut"mate and integrate 3u ine (r"ce e .

, De(#"+
. de(#"+ t$e ervice a)ter te ting and re#ea e management

, Manage
0%

. manage ervice in (r"ducti"n

7ua#it+ management a#"ng SO* #i)ec+c#e

, , , 6reate t$e ervice u(date (#an. 6reate "r m"di)+ t$e ervice t" meet t$e 3u ine * e t$e ervice again t g"vernance ru#e .
A s sem ble

re0uirement .

, , ,

La#idate 3u ine re0uirement . Di c"ver and a e t$e re0uirement again t current ervice . M"de# t$e ervice re0uirement .

, , , , ,

M Mo od de ell

SO A L if e c y c le

D ep loy

M Ma an na ag ge e

* ure t$e 0ua#it+ ") t$e ervice 3+ te ting t$e ervice )"r'uncti"na#it+ Per)"rmance 6"m(#iance *((r"ve de(#"+ment ") t$e ervice.

, , ,
0'

Manage and m"nit"r t$e ervice t$r"ug$"ut it #i)ec+c#e. 5rac9 t$e ervice in t$e regi tr+. Re("rt "n t$e ervice again t SC*

2e3 Per!ormance Indicators4(2PI)

, De)initi"n
. 7uanti)ia3#e mea urement 1 agreed t" 3e)"re$and1 t$at re)#ect t$e critica# ucce )act"r ") an "rgani/ati"n

, U age
. Manage (er)"rmance < $e#( an "rgani/ati"n de)ine and mea ure (r"gre t"2ard organizational goals. . !ncrea e a2arene < 4P! give ever+"ne in t$e "rgani/ati"n a c#ear (icture ") 2$at i im("rtant1 ") 2$at t$e+ need t" ma9e $a((en.
M"$n Re$1 4e+ Per)"rmance !ndicat"r =>4P!@1 *3"ut.c"m Duide

0(

4P! )"r Service De ign

, , , , , , Service Ceve# Management
. E.g. Service c"vered 3+ SC* < Bum3er ") ervice c"vered 3+ SC*

!5!CK

6a(acit+ Management
. E.g. 6a(acit+ Re erve < Percentage ") ca(acit+ re erve at time ") n"rma# and ma;imum demand

*vai#a3i#it+ Management
. E.g. Durati"n ") Service !nterru(ti"n < *verage durati"n ") ervice interru(ti"n

!5 Service 6"ntinuit+ Management

. E.g. Bu ine Pr"ce e 2it$ 6"ntinuit+ *greement < Percentage ") 3u ine (r"ce e 2$ic$ are c"vered 3+ e;(#icit ervice c"ntinuit+ target

!5 Securit+ Management
. E.g. Bum3er ") Ma&"r Securit+ !ncident < Bum3er ") identi)ied ecurit+ incident 1 c#a i)ied 3+ everit+ categ"r+

Su((#ier Management
. E.g. Bum3er ") 6"ntract Revie2 < Bum3er ") c"nducted c"ntract and u((#ier revie2

0)

4P! )"r t$e 3u ine driver6"m(etitive (re ure

, , , , , 6+c#e time . mea ure time t" c"m(#ete (r"ce e 1 tart t" )ini $ Deve#"(ment time . $"2 $"2 )a t ne2 a((#icati"n 1 (r"ce e and ervice are de#ivered Bum3er ") ervice re<u ed . dem"n trate a et re<u e rat$er t$an c" t#+ re<creati"n Re<u e ") a((#icati"n c"m("nent . $"2 $"2 +"u are re<u ing c"m("nent t" drive d"2n c" t and )#atten "ut t$e c" t ") 9ee(ing u( 2it$ 3u ine c$ange 5"ta# c" t ") ne2 (r"ce r"##"ut . (r"ve t$e #"2 c" t t" 3ui#d ne2 3u ine (r"ce e u ing SO*
La#ue ") SO*O S$"2 !t 2it$ 4P!

N 2E1E S")t2are *D1 A$atF t$e Bu ine

0*

4P! )"r t$e 3u ine driver6" t reducti"n

, , , , , !5 "(erati"na# e;(en e t" c"m(an+ revenue rati" . (r"ve !5 i $e#(ing t" #"2er e;(en e Maintenance c" t . $"2 $"2 an SO* reduce maintenance c" t and )ree u( 3udget )"r inn"vati"n Reduced "(erati"na# e;(en e . dem"n trate aving t$at re u#t )r"m SO*<3a ed (r"ce im(r"vement Revenue<t"<e;(en e rati" . mea ure $"2 +"ur c"m(an+ i increa ing revenue 2$i#e #"2ering c" t 1 t$an9 t" SO*<3a ed (r"&ect 5"ta# c" t ") a((#icati"n "2ner $i( . $"2 $"2 m"derni/ati"n ave t$e 3u ine m"ne+ 3+ re<u ing + tem
La#ue ") SO*O S$"2 !t 2it$ 4P!

N 2E1E S")t2are *D1 A$atF t$e Bu ine

0+

4P! )"r t$e 3u ine driver6u t"mer retenti"n and im(r"ved cu t"mer ervice
, *((#icati"n u(time
. $"2 $"2 initiative increa e 3u ine and cu t"mer ati )acti"n (r"ductivit+

, Re "#uti"n time
. (r"ve +"uFre meeting Service Ceve# *greement >SC* @

, 5ime t" Ae3<ena3#e e;i ting a

N 2E1E S")t2are *D1 A$atF t$e Bu ine La#ue ") SO*O S$"2 !t 2it$ 4P!

et

. $"2 $"2 )a t +"u can #everage e;i ting a et t" erve +"ur cu t"mer in 3etter 2a+
0-

4P! )"r t$e 3u ine driverSeam#e 3u ine and (artner integrati"n

, 5ime t" integrate (artner and cu t"mer
. (r"ve accurac+1 e))icienc+ and (eed at 2$ic$ 3u ine can 3e c"nducted u ing an SO* a((r"ac$

, 5ime t" integrate + tem and a((#icati"n

. (r"ve t$e e))icienc+ ") SO* v . ("int<t"<("int #in9

N 2E1E S")t2are *D1 A$atF t$e Bu ine

La#ue ") SO*O S$"2 !t 2it$ 4P!

$1

Re)erence
, , , , , Pr"&ect Management !n titute1 * Duide t" t$e Pr"&ect Management B"d+ ") 4n"2#edge >PMBO4 Duide@1 '"urt$ Editi"n1 2EE8 D*PPS1 * 'rame2"r9 )"r Per)"rmance Ba ed 6"m(etenc+ Standard )"r D#"3a# Ceve# 1 and 2 Pr"&ect Manager 1 Oct"3er 2EE7 !6B . !PM* 6"m(etence Ba e#ine1 Ler i"n :.E1 Mune 2EE6 (ar' %c,ride1 5$e r"#e ") SO* 0ua#it+ management in SO* ervice #i)ec+c#e management1 SO* 0ua#it+ management A$ite (a(er1 Mune 2EE71 Rati"na# S")t2are 4a&9"<Matt "n1 M.1 Ce2i 1 D. *.1 and Smit$1 D. B. 2EE7. * 'rame2"r9 )"r R"#e )"r Deve#"(ment1 Ev"#uti"n and Maintenance ") SO*<Ba ed S+ tem . !n SD SO#-07. Ma+ 2E < 261 2EE7

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