Читать книгу Enterprise Service Management A Complete Guide - 2020 Edition - Gerardus Blokdyk - Страница 6

Table of Contents

About The Art of Service8

Included Resources - how to access8

Purpose of this Self-Assessment10

How to use the Self-Assessment11

Enterprise Service Management

Scorecard Example13

Enterprise Service Management

Scorecard14

BEGINNING OF THE

SELF-ASSESSMENT:15

CRITERION #1: RECOGNIZE16

CRITERION #2: DEFINE:28

CRITERION #3: MEASURE:44

CRITERION #4: ANALYZE:59

CRITERION #5: IMPROVE:75

CRITERION #6: CONTROL:91

CRITERION #7: SUSTAIN:104

Enterprise Service Management and Managing Projects, Criteria for Project Managers:129

1.0 Initiating Process Group: Enterprise Service Management130

1.1 Project Charter: Enterprise Service Management132

1.2 Stakeholder Register: Enterprise Service Management134

1.3 Stakeholder Analysis Matrix: Enterprise Service Management135

2.0 Planning Process Group: Enterprise Service Management137

2.1 Project Management Plan: Enterprise Service Management139

2.2 Scope Management Plan: Enterprise Service Management141

2.3 Requirements Management Plan: Enterprise Service Management143

2.4 Requirements Documentation: Enterprise Service Management145

2.5 Requirements Traceability Matrix: Enterprise Service Management147

2.6 Project Scope Statement: Enterprise Service Management149

2.7 Assumption and Constraint Log: Enterprise Service Management151

2.8 Work Breakdown Structure: Enterprise Service Management153

2.9 WBS Dictionary: Enterprise Service Management155

2.10 Schedule Management Plan: Enterprise Service Management158

2.11 Activity List: Enterprise Service Management160

2.12 Activity Attributes: Enterprise Service Management162

2.13 Milestone List: Enterprise Service Management164

2.14 Network Diagram: Enterprise Service Management166

2.15 Activity Resource Requirements: Enterprise Service Management168

2.16 Resource Breakdown Structure: Enterprise Service Management169

2.17 Activity Duration Estimates: Enterprise Service Management171

2.18 Duration Estimating Worksheet: Enterprise Service Management173

2.19 Project Schedule: Enterprise Service Management175

2.20 Cost Management Plan: Enterprise Service Management177

2.21 Activity Cost Estimates: Enterprise Service Management179

2.22 Cost Estimating Worksheet: Enterprise Service Management181

2.23 Cost Baseline: Enterprise Service Management183

2.24 Quality Management Plan: Enterprise Service Management185

2.25 Quality Metrics: Enterprise Service Management187

2.26 Process Improvement Plan: Enterprise Service Management189

2.27 Responsibility Assignment Matrix: Enterprise Service Management191

2.28 Roles and Responsibilities: Enterprise Service Management193

2.29 Human Resource Management Plan: Enterprise Service Management195

2.30 Communications Management Plan: Enterprise Service Management197

2.31 Risk Management Plan: Enterprise Service Management199

2.32 Risk Register: Enterprise Service Management201

2.33 Probability and Impact Assessment: Enterprise Service Management203

2.34 Probability and Impact Matrix: Enterprise Service Management205

2.35 Risk Data Sheet: Enterprise Service Management207

2.36 Procurement Management Plan: Enterprise Service Management209

2.37 Source Selection Criteria: Enterprise Service Management211

2.38 Stakeholder Management Plan: Enterprise Service Management213

2.39 Change Management Plan: Enterprise Service Management215

3.0 Executing Process Group: Enterprise Service Management217

3.1 Team Member Status Report: Enterprise Service Management219

3.2 Change Request: Enterprise Service Management221

3.3 Change Log: Enterprise Service Management223

3.4 Decision Log: Enterprise Service Management225

3.5 Quality Audit: Enterprise Service Management227

3.6 Team Directory: Enterprise Service Management230

3.7 Team Operating Agreement: Enterprise Service Management232

3.8 Team Performance Assessment: Enterprise Service Management234

3.9 Team Member Performance Assessment: Enterprise Service Management237

3.10 Issue Log: Enterprise Service Management239

4.0 Monitoring and Controlling Process Group: Enterprise Service Management241

4.1 Project Performance Report: Enterprise Service Management243

4.2 Variance Analysis: Enterprise Service Management245

4.3 Earned Value Status: Enterprise Service Management247

4.4 Risk Audit: Enterprise Service Management249

4.5 Contractor Status Report: Enterprise Service Management251

4.6 Formal Acceptance: Enterprise Service Management253

5.0 Closing Process Group: Enterprise Service Management255

5.1 Procurement Audit: Enterprise Service Management257

5.2 Contract Close-Out: Enterprise Service Management260

5.3 Project or Phase Close-Out: Enterprise Service Management262

5.4 Lessons Learned: Enterprise Service Management264

Index266