Process Consulting. Optimize your investment in technology. Project Portfolio Management Methodology & Best Practices

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1 Process Consulting Optimize your investment in technology Project Portfolio Management Methodology & Best Practices Introduction to Project Portfolio Management Project Management Roles & Responsibilities Implementing Project Management Discipline Portfolio Analysis & Review TeamDynamix offers a wide variety of process consulting packages for organizations before, during, and after implementation. Often, seeking improvement in these areas can dramatically improve effectiveness and ease the transition into a new service or project and portfolio management tool. They also allow for an organization to improve value to its users, while reducing overall waste. Each of these packages can be consumed in part or in full, completely tailored to the needs of your organization. Project Portfolio Management Introduction to Service Management Building a Service Desk Process Improvement Coaching We want to help you get it right so that you can best serve your organization. Service Management Methodology & Best Practices ITSM Executive Orientation ITSM Champion Coaching Focused ITSM Process Introduction ITIL Framework / Overview Service Desk Transformation Service Desk as a Strategic Function Building a Service Desk Orientation Service Desk Manager Coaching Service Desk Communication Channels Process Improvement Coaching The Right Fit for Higher Education Creating a Culture of Continuous Improvement Process Specific Reviews Process Improvement Coaching

2 Project Management For organizations building their project or portfolio management (PPM) capabilities, even the terms project and portfolio may mean different things to different stakeholders. Leaders want to see portfolio reports that depend on reliable project portfolio management processes. We have over a decade of experience in supporting organizations at all levels of maturity as they build or expand their PPM Capabilities. Project Portfolio Management Understanding when and how to leverage project management as a discipline can be daunting. Learn how and when to use project Management tools and methodologies. Gain a shared understanding of what project management is, and when something should be a project. Understand the core vocabulary used in project management; can discuss what PPM means in your environment Workshop with Leadership - Virtual 2-3 Week Engagement Timeframe Typically delivered as a webinar for up to 25 people. Portfolio Analysis Review Each project is unique different needs, resources, timeframes. With each unique project also comes different processes and capabilities that can be utilized. By working closely with your project manager, we will review an active or recently completed project to identify lessons learned and possible best practice improvements. Develop areas of focus, process improvement milestones, and cultivated knowledge all recommendations / Written Documentation of Recommended Actions 3 5 Week Engagement Timeframe *This is best used when a project management solution has been implemented, and ideally when 1+ big project has been completed. Project Management Roles & Responsibilities The term project means something different in almost every organization. To practice effective project management, it is helpful to have a clear, consistent approach to when to use project management. This service helps your organization define what project means and when work should be a project. Ramp up organizational effectiveness by defining what a project is for YOUR environment Identify project levels/tiers along with expected activities for each level/tier Workshop with Leadership Virtual* 2-3 Week Engagement Timeframe *Best when done in conjunction with the Best Practices workshop. The ability to have a complete picture of what our resources are scheduled to and plan that out six, eight, nine months or more into the future is one of the key areas the tool has made a difference. It has helped us with resource capacity planning. We use the capacity planner to look at what s being introduced or being requested, and to make sure that we see and identify any resource constraints or bottlenecks before they actually happen. - Denis Walsh, DIRECTOR OF PROJECT PORTFOLIO PLANNING GOVERNANCE, BOSTON COLLEGE Implementing Project Management Discipline Project and Portfolio Management are transformational keys that unlock the possibility of going from chaos to certainty. To fully use these critical capabilities, a plan of action is necessary with input from key stakeholder groups. Construct a written action plan for all stages of project activities, from implementation to improvement Develop interactive reporting for stakeholders encompassing all recommendations DELIVERY: Virtual Interviews Written Documentation of Recommended Actions 3-5 Week Engagement Timeframe

3 Service Management Improve IT Maturity & Deliver Greater Service IT service management (ITSM) and ITIL offer guidance about how to select, plan, transition, operate, and improve IT services. This best practice advice can help IT organizations explain the services they offer and their value to campus, and help IT professionals work together to maintain and improve service quality. One of our team members had researched One of our the team product to such members an extent, had we researched were able to the create product the to applications such an for each extent, department we were without able to having create a dependency the applications the host company. for each department This platform does without not require having scripting a or coding dependency to bring up on each the new application. host company. The fact This that we had platform an in-house does not subject matter require expert scripting (SME) helped or us manage coding our to bring own timelines. new application. The up each Heather fact Davis, that we Manager had an of in-ihouse and subject Development, matter Training Texas expert Woman s (SME) University helped us manage our own timelines. - Heather Davis, MANAGER OF IT TRAINING AND DEVELOPMENT, TEXAS WOMAN S UNIVERSITY ITSM Executive Orientation Articulating long or even near-term service improvement goals can be difficult for IT. Yet, the importance of getting IT leadership on the same page cannot be underscored. A broad introduction to IT Service Management can be the difference maker. Educate your team on the basics of ITSM, including key vocabulary to foster a cohesive ITSM environment Create individual improvement frameworks within a larger context of ITSM Workshop Virtual 1-3 Week Engagement Timeframe ITSM Champion Coaching When undertaking a change, such as building out your ITSM instance, a champion of that change is crucial. Identifying your champion(s) also helps when it comes to one-on-one coaching. These individuals can benefit from learning more about ITSM and how to best implement new guidelines. Provide professional development for process champions Improve ability to execute ITSM initiatives Coaching Session Virtual Review of ITSM Documentation 4 16 Week Engagement Timeframe Focused ITSM Process Introduction Typically, IT staff are primarily focused on what needs to be done today. Then comes the undertaking the of one or more ITSM processes, and suddenly, focus needs to be shifted. When these instances occur, providing short training sessions to introduce the processes can really ramp up your staff. Provides focused training when key initiatives are introduced Improves ability to conduct process implementation or improvement DELIVERY: Consultation Sessions Virtual Written Summary of Key Lessons*. 2 5 Week Engagement Timeframe *In order to best begin this process, identify the ITSM process(es) that you want to undertake (i.e.: incident management, service request management, IT service change management, IT service change management, and/or service catalog management. Prior to TDX, we had a hodgepodge of systems that were thrown together to accomplish different tasks. - Jason Welborn, MANAGER OF RESOURCES FOR INFORMATION, TECHNOLOGY, AND EDUCATION (RITE) SUPPORT DESK, SUNY BUFFALO STATE COLLEGE

4 Service Desk Transformation Improve IT Maturity & Deliver Greater Service A Service Desk is the single point of contact for end users for any IT need: from incidents to service requests to enhancement requests or even project requests. The Service Desk is a powerful tool in your Service Management arsenal, and by leveraging it properly, your Service Management department can more easily serve its users. Building a Service Desk Orientation To start a service desk, you must truly start at the beginning: clarifying job duties, managing student workers, ensuring appropriate communication with other IT teams, etc. But where do you start? Sometimes it is beneficial to look at lessons learned from other implementations, while receiving from feedback externally. Build an implementation plan Identify next action steps from improvement or implementation Service Desk as a Strategic Function The Service Desk can be a significant value point to IT. But often, the Service Desk s role is underplayed, getting stuck in the middle of IT and end users. Demonstrating the value of the Service Desk can revolutionize your IT department. Improve perceptions about the Service Desk and its role Allocate language and tools to help the Service Desk convey its value DELIVERY: Consultative Meetings / Written Documentation, Including Standard Job Descriptions 3 5 Week Engagement Timeframe DELIVERY: Consultations Workshop Virtual 1-3 Week Engagement Timeframe *Best when done before an ITSM tool implementation. Service Desk Manager Coaching The Service Desk Manager is the one who helps lead the charge of the Service Desk. Their training can make or break a Service Desk Implementation. One-onone coaching provides skills for the Manager to use during implementation or improvement. Provides situational-based professional development Improves Service Desk performance DELIVERY: Consultative Meetings Coaching Sessions Virtual 4 12 Week Engagement Timeframe Service Desk Communications Channels As technology changes, so do the many ways users can contact the Service Desk. Building a marketing plan to highlight your preferred communication channels can keep the Service Desk organized and equipped to handle requests. Develop a written communication plan DELIVERY: Consultative Meetings Virtual One of our team members had researched Managers are the now product to such able an to extent, track a we host were able to of create metrics the they applications never for each had department access to before; without having they re a dependency able to really on the host company. maximize This the efficiency platform does of not their require resources. scripting It s or coding improved to bring collaboration up each new application. as well. The Overall, fact that there s we had no an need in-house to go into subject matter this expert implementation (SME) helped us manage with any our fear own timelines. really wasn t hard it Heather to implement Davis, Manager or of IT Training configure. and Development, If you know Texas your Woman s processes University and services and have them documented, then you re in good shape. If you don t then you can work with the TeamDynamix team to establish this foundation as part of the implementation Week Engagement Timeframe - Brett Williams, MANAGER, TECHNOLOGY SUPPORT UNIT AND HELP DESK, UNIVERSITY OF WYOMING

5 Process Improvement Process improvement for IT can mean defining or improving internal IT processes which in turn helps new work be completed, or makes existing work more efficient. By taking a Lean approach to process improvement, we help you think through IT frameworks to identify what components will help you improve now. Creating a Culture of Continuous Improvement Once you ve got a process in place, it is important to have managers that support continuous process improvement. This culture can help IT managers foster trust and empowerment. Learn the balance between micromanagement and hands-off DELIVERY: Consultation Workshop with Leadership Virtual 1 3 Week Engagement Timeframe Highlight and define managers roles, allowing for potential problems to be identified and addressed Inspire awareness and a common language for managers to best support employee ownership Process Specific Reviews Sometimes, it s helpful to have an outside perspective on specific process. Feedback and advice can empower you to conduct improvements efficiently. Document specific processes for improvement Virtual. Written Recommendations Document 3 6 Week Engagement Timeframe Process Improvement Coaching Do you want to develop your employees capabilities? We can help you improve your organization through context-specific coaching. Provide professional development for process champion(s) Improve ability to execute on process implementation and improvement Virtual 4 16 Week Engagement Timeframe If you don t have the right mindset in the culture, you won t get buy-in. People will feel threatened by it. They ll think you re looking at their time when it s really about the aggregate. It s important to help them see how their numbers plug into the big picture of the college. - Tom Pagano, CIO, JOHNSON COUNTY COMMUNITY COLLEGE company/teamdynamix