SESSION 308 Wednesday, November 2, 3:00 PM - 4:00 PM Track: The Specialist

Transcription

1 SESSION 308 Wednesday, November 2, 3:00 PM - 4:00 PM Track: The Specialist Speaking the Same Language: Best Practice Project and Service Management Lisa Hodges Owner/Principal Consultant,Cornerstone Service Management lisa@cornerstonesm.com Session Description ITIL is the most widely adopted ITSM framework in the world, the standard for how successful organizations manage and deliver technology services. Why, then, do so many organizations still struggle to implement ITSM process improvement projects and fail to successfully integrate service management and project management practices? In many cases, it seems project managers and service managers are simply not speaking the same language! In this session, we will explore how PRINCE2 offers a proven, practical approach to organizing, managing, and executing ITIL process improvement projects. PRINCE2 and ITIL are natural fits, they really speak the same global best practice language! (Experience Level: Advanced) Speaker Background Lisa Hodges is the owner and principal consultant of Cornerstone Service Management. She has more than twenty years of experience in project and service management, and she;s well versed in applying the principles of ITIL, Agile, DevOps, PMBOK, and PRINCE2. Lisa is a PRINCE2 Practitioner, PMP, ITIL Expert, and Certified Process Design Engineer, as well as an active member of the Project Management Institute and itsmf USA, where she is a regular speaker at local and national events.

2 Session 308 PRINCE2 and ITIL: Global Best Practice Partners Lisa Hodges Owner/Principal Consultant Cornerstone Service Management Confession - I was not always a believer. Asked by several organizations two years ago if I would be interested in PRINCE2, I said no, unless: It s better than what I already have (PMBOK), or It integrates more effectively with ITIL and by the way, Agile/Scrum seems to taking over the world, so why do I care? Well, guess what? They did it! I m a believer and a PRINCE2 Practitioner. PRINCE2 is the most exciting thing to hit the US project management industry in years.

3 But now, I am all in. PRINCE2 Too PRINCE2 and the PMBOK are very complementary PRINCE2 to Implement ITIL A practical, actionable, roadmap PRINCE2 to Integrate with ITIL Natural synergy, common vocabulary PRINCE2 is best practice project management to achieve best practice service management goals. First, let s banish misconceptions about PRINCE2 and the PMBOK Comparing PRINCE2 and the PMBOK is not like comparing apples to apples the two frameworks are not substitutes; they complement each other! Therefore, PRINCE2 and PMBOK are comrades, not competitors To be truly internationally qualified and effective, a project manager should have certification in both PRINCE2 offers the method to apply PMBOK knowledge

4 An encyclopaedia of information on all things project management The sum of generally accepted project management knowledge and principles A common vocabulary of project management terms A pragmatic approach to project management Industry agnostic can be used for any type of project Deliverable-focused and business case-justified Prescriptive yet flexible - adaptable and should be tailored Approach Style Business Case Project Structure Deliverables Based on what a project manager should do during a project to ensure delivery is on time, within budget, with the minimum amount of risk Specifies what project managers and the project management team should do and when ; leaves the how open according to varying circumstances Strongly emphasises the business case the heart of the project. Emphasizes the project structure including core roles and is very clear on reporting line and reducing project risk Concentrates on the deliverables of a project Based on what a project manager should know, focusing on standards for the practice of project management Wide variety of specific tools & techniques; focus on why to use them; little guidance for how and when Focused more on executing project management processes than continual reassessment of the business case No formal project structure description More focus on process and people management Summary Focuses on successful project execution Focuses on the skills of a project manager

5 Prerequisites PRINCE2 Foundation None! PRINCE2 Practitioner One of the following: PRINCE2 Foundation Project Management Professional (PMP) Certified Associate in Project Management (CAPM) IPMA Level A (Certified Projects Director) IPMA Level B (Certified Senior Project Manager) IPMA Level C (Certified Project Manager) IPMA Level D (Certified Project Management Associate) PMP Certification Secondary degree (high school diploma, associate s degree, or the global equivalent) with at least five years of project management experience, with 7,500 hours leading and directing projects and 35 hours of project management education. OR A four-year degree (bachelor s degree or the global equivalent) and at least three years of project management experience, with 4,500 hours leading and directing projects and 35 hours of project management education PRINCE2 is a natural choice to implement ITIL best practices. Focus on value, business benefits, and stakeholder engagement Emphasis on Adopt/Adapt; Scaling & Tailoring Process oriented; emphasis on holistic approach and integration Similar vocabulary and concepts; in some cases nearly identical!

6 PRINCE2 consists of four integrated elements: These elements create an environment that enables successful project management : Principles Themes Processes Tailoring PRINCE2 to the project environment The aim of PRINCE2 is to make the right information available at the right time for the right people to make the right decisions. Principals are universal, self-validating, and empowering: Continued Business Justification Learn from Experience Defined Roles and Responsibilities Manage by Stages Manage by Exception Focus on Products Tailor to Suit the Environment Principals drive behavior and clarify purpose.

7 PRINCE2 themes describe project management aspects to be addressed continually The Project Manager s toolbox Enable the PRINCE2 processes to be effective - if the process requires action the Theme provides guidance on how it should be done 7 Themes Business Case Organization Quality Plans Risk Change Progress Risk Change Progress Business Case Organization Quality Plans The purpose of PRINCE2 s Organization Theme is to define and establish the project s structure of accountability and responsibilities (the who?). Key Concepts A temporary organization with defined roles and responsibilities Every project needs effective direction, management, control and communication Defined roles and responsibilities Project s structure of accountability and responsibilities (the who?) Customer/supplier environment Roles, NOT jobs

8 The Project Management Team structure ensures accountability. Corporate or Program Management Senior User(s) Business User and Supplier Project Assurance Project Board Executive Project Manager Team Manager(s) Senior Supplier(s) Change Authority Project Support From within the project team From the supplier From the customer Lines of authority Lines of support/advice Project Assurance responsibility Team Members Copyright AXELOS Limited All rights reserved. Material is reproduced under licence from AXELOS. Pre-Project Initiation Stage Subsequent Delivery Stages Corporate or Programme Management Final Stage Directing Managing Starting Up a Project Project Manager Initiating a Project Directing Project Project Board Controlling a Stage Controlling a Stage SB SB CP Delivering Team Manager Managing Product Delivery Managing Product Delivery PRINCE2 s process based project roadmap is a natural fit within ITIL s service lifecycle licence from AXELOS. Copyright AXELOS Limited All rights reserved. Material is reproduced under

9 PRINCE2 and ITIL are intensely focused on value and stakeholder benefits. Continued Business Justification A requirement for a PRINCE2 project is that There is a justifiable reason to start it The justification remains valid throughout the life of the project The justification is documented and approved Organization ABC Suppliers Business operations Programme and project management IT services organization RFCs formal handover of CIs Project/ programme support office Service design Planning and support Service transition Service operation Project change and configuration management RFCs from projects, formal handover of CIs Change management, service asset and configuration management Project 1 Project 2 Project 3 PRINCE2 provides a systematic and common approach to change control. Knowledge management Release and deployment management Service validation and testing Copyright AXELOS Limited All rights reserved. Material is reproduced under licence from AXELOS.

10 The PRINCE2 method to manage projects is a natural fit within the ITIL lifecycle. Copyright AXELOS Limited All rights reserved. Material is reproduced under licence from AXELOS. Change cannot be controlled without appropriate configuration management to support it. is to identify, assess and control any potential and approved changes to the baseline. Issue and Change Control A prerequisite of effective issue and change control is the establishment of an appropriate configuration management system. Configuration Management

11 PRINCE2 projects conform completely to ITIL configuration management practices. Planning Level of configuration management required and how to achieve this Identification Unique identification of each product and version Control Nothing moves or changes without authorization Status Accounting Reporting on current and historical data Product Status Account Verification and Audit Reviews and audits to check actual product state against records held..look familiar? Quality Audit Trail Customer s Quality Expectations Acceptance Criteria Quality Planning Quality Control Products Produced Products Quality Checked Project Product Description Quality Management Strategy Product Descriptions Quality Register Quality Register Updated Acceptance Criteria Sign-off!! Copyright AXELOS Limited All rights reserved. Material is reproduced under licence from AXELOS.

12 Maturity Level PRINCE2 places a huge emphasis on lessons learned and continual improvement. Lessons learned captured at each stage boundary Used in go/no go decision Knowledge is transferred at each stage Continuous quality control and consolidation ACT PLAN CHECK DO Plan Do Check Act Project Plan Project Audit New Actions Business IT Alignment Effective Quality Improvement Consolidation of the level reached i.e. Baseline Time Scale A culture of continual improvement is embedded from the beginning of the project. Copyright AXELOS Limited All rights reserved. Material is reproduced under licence from AXELOS. No discussion of project or service management would be complete without a word about agile.. PRINCE2 breaks project products into two categories. 1. Management Products Baseline Management Products Define aspects of the project and, once approved, are subject to Change Control, e.g. Business Case Records Dynamic management products that maintain information regarding project progress, e.g. Risk Register Reports Management products that provide a snapshot of the status of certain aspects of the project, e.g. Highlight Report 2. Specialist products Vary, determined by type of project, and easily accommodate Agile or Scrum approaches

13 Specialist products for a process design project should look like this. As described in The ITSM Process Design Guide: Developing, Reengineering, and Improving IT Service Management By Donna Knapp, CPDE, ITIL Expert TM PRINCE2 Management Products + 10 Step Specialist Products = a well designed process. Process Definition includes defining inputs, outputs, controls, activities, and enablers Copyright AXELOS Limited All rights reserved. Material is reproduced under licence from AXELOS.

14 Let s start a global discussion on these global best practices! To learn More: Connect with Lisa Hodges on LinkedIn Lisa@CornerstoneSM.com Thank you for attending this session. Please don t forget to complete an evaluation for this session! Evaluation forms can be completed electronically on the FUSION 16 Conference App.