Best Practices for Resource Allocation when Combining IT Project Management with Service Desk. Industry Trends based on 151 Executive Interviews

Transcription

1 Best Practices for Resource Allocation when Combining IT Project Management with Service Desk Industry Trends based on 151 Executive Interviews

2 Introduction Objective: Identify Bottlenecks in IT project management Target Industries: Education, Hospitals, Manufacturing Geography: United States Interviews Completed: IT Managers & Executives Secondary Research Sources: PWC; Gartner Analytics Total Surveys: 151 live responses

3 The Percentage of Projects Delayed Due to Demands from Support Operations 0 to 10% 35% 10 to 20% 29% 20 to 30% 30 to 40% 40% plus 9% 13% 15% 64% of respondents indicate their projects are late due to the demands from support operations 86% of projects fail to deliver against their budget, schedule, scope, quality and benefits baseline. Commercially available PM software drives higher levels of portfolio performance through data driven and timely decision support. - Price Waterhouse Cooper,

4 Most Significant Project Management Challenges The majority of respondents found that using the wrong tool and mismanaged resources were their biggest challenges - This is what the analyst says Analyst name, org, year 10% 8% 10% 9% 14% 15% 13% 22% 19% 17% 30% 25% 25% 24% 23% Very Challenging Quite Challenging Challenging Geographically disperesed teams Over booked or mismanaged resources Spending too much time in status meetings Using the wrong tool for the job Wasting time looking for project information for reporting

5 The accuracy of personnel resource planning for project availability? Very Inaccurate Quite Inaccurate 15% 50% of respondents indicate that personal resource planning is inaccurate. - The majority of IT organizations lack the processes and practices to address the most common failure points! Robert A. Handler, Gartner Analyst, 2 Sept 2011 Inaccurate 34% Quite Accurate 35% Very Accurate 16%

6 The most channeling aspect of tracking project status 8% 50% of respondents indicated that the absence of information was the key factor in tracking project status. Artifacts and practices that are designed as "status reporting" for projects and programs are for the most part worthless in terms of the results they yield. Michael Hanford, Gartner Analyst, 12 March % 35% 50% 0% 12.5% 25% 37.5% 50% Most Challenging Aspect of Tracking Project Status Information is Scattered Information not available Amount of time to collect information Processes and data not transparent

7 Amount of time project coordinators spend, per project update, gathering information for reporting 45% 26% 30% 75% of respondents indicate that it takes more than 1 hour to coordinate and develop a single project update report. - Most organizations are dissatisfied with the process, the contents and the amount of work effort invested in reporting the "status" of initiatives! Michael Hanford, Gartner Analyst, 12 March 2012 Less Than 30 Minutes 1-2 Hours More than 2 hours

8 Top goals for IT Executives in 2014 Understanding IT resource capacity 30% Balancing IT Resources: Support vs Projects 26% Improving customer support 19% Improving project management practices 9% Streamlining planning and budgeting 2% None of the above 15% The top goal of IT executives for 2014 is improved resource capacity management

9 The importance of improving resource capacity planning Not important at all Quite Unimportant 7% 10% Improving resource capacity planning is important or very important to 89% of all IT Managers The two biggest reasons cited for application development project failure are "functionality" and "missed schedule," accounting for 63% of the application development projects deemed less than successful! Robert A. Handler, Gartner Analyst, 2 Sept 2011 Important 25% Quite important 33% Very important 26% 0% 10% 20% 30% 40%

10 Summary of Study Conclusions Respondents report an over reliance on Excel or informal /Phone calls to track project status 37% of respondents have purchased 3rd party tools to track project management of those 44% find them adequate Respondents cited reducing the work required to collect project data from multiple sources as a top priority in improving IT project management 50% of respondents wish to track IT projects in real time but are not able to do so. 54% of respondents wish to improve IT resource capacity planning Research indicates integration of Personal Mobile Devices and project management will play a growing role in resource coordination between 2014 and 2016

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