Process Consulting - ITSM & Project Portfolio Management ... · • Focused ITSM Process Introduction • ITIL Framework / Overview Service Desk Transformation ... To start a service

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Process ConsultingOptimize 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

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

•Creating a Culture of Continuous Improvement

•Process Specific Reviews

•Process Improvement Coaching

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 Methodology & Best Practices

•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.

Project Management Methodology & Best PracticesFor 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 Methodology & Best Practices

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

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

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

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

•Provide interactive reporting for stakeholders encompassing all recommendations

DELIVERY: Consultative Sessions Workshop with Leadership – Virtual*

2-3 Week Engagement Timeframe

*Best when done in conjunction with the Best Practices workshop.

DELIVERY: Virtual Interviews Written Documentation of Recommended Actions


DELIVERY: Consultative Sessions Workshop with Leadership - Virtual


Typically delivered as a webinar for up to 25 people.

DELIVERY: Consultative Sessions / 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.

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

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Service Management Methodology & Best Practices 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 the product to such an extent, we were able to create the applications for each department without having a dependency on the host company. This platform does not require scripting or coding to bring up each new application. The fact that we had an in-house subject matter expert (SME) helped us manage our own time-lines.”Heather Davis, Manager of IT Training and Development, Texas Woman’s University 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

DELIVERY: Consultative Sessions Coaching Session – Virtual Review of ITSM Documentation


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

DELIV ER Y: Consultation Sessions – Virtual Written Summary of Key Lessons*.


*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.

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

DELIVERY: Consultative Sessions Workshop – Virtual

1 - 3 Week Engagement Timeframe

One of our team members had researched the product to such an extent, we were able to create the applications for each department without having a dependency on the host company. This platform does not require scripting or coding to bring up each new application. The fact that we had an in-house subject matter expert (SME) helped us manage our own timelines.”

- Heather Davis, MANAGER OF IT TRAINING AND DEVELOPMENT, TEXAS WOMAN’S UNIVERSITY

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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

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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

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-on-one coaching provides skills for the Manager to use during implementation or improvement.

•Provides situational-based professional development

•Improves Service Desk performance

DELIV ER Y: Consultative Meetings Coaching Sessions – Virtual


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


DELIV ER Y: Consultative Meetings – Virtual


DELIVERY: Consultative Meetings /

Written Documentation, Including Standard Job Descriptions


DELIVERY: Consultations Workshop – Virtual

1 -3 Week Engagement Timeframe *Best when done before an ITSM tool implementation.

“One of our team members had researched the product to such an extent, we were able to create the applications for each department without having a dependency on the host company. This platform does not require scripting or coding to bring up each new application. The fact that we had an in-house subject matter expert (SME) helped us manage our own time-lines.”Heather Davis, Manager of IT Training and Development, Texas Woman’s University

Managers are now able to track a host of metrics they never had access to before; they’re able to really maximize the efficiency of their resources. It’s improved collaboration as well. Overall, there’s no need to go into this implementation with any fear – it really wasn’t hard to implement or configure. If you know your processes 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.”

- Brett Williams, MANAGER, TECHNOLOGY SUPPORT UNIT AND HELP DESK, UNIVERSITY OF WYOMING

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www.teamdynamix.com [email protected] @TDXBuzz company/teamdynamix

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

•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

DELIVERY: Consultation Workshop with Leadership – Virtual


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


DELIVERY: Consultative Sessions – Virtual. Written Recommendations Document


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

DELIVERY: Consultative Sessions – Virtual


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

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Documents

Process Consulting - ITSM & Project Portfolio Management ... · • Focused ITSM Process Introduction • ITIL Framework / Overview Service Desk Transformation ... To start a service