MOF Service Improvement Program Overview Client Date sipoverview

MOF Service Improvement Program Overview <Client> <Date> sip_overview. ppt

MOF Service Improvement Program What we will cover: l l l How the SIP fits into MOF Continuous Improvement Roadmap Overview of SIP phases, activities, and deliverables How the toolkit facilitates continuous improvement programs sip_overview. ppt 2

Continuous Improvement Roadmap sip_overview. ppt 3

Continuous Improvement Roadmap Assess: What should we do? Improve: How should we improve? sip_overview. ppt 4

MOF Guidance and Actionable Toolkit for Assessment and Improvement sip_overview. ppt 5

The SIP Phases sip_overview. ppt 6

SIP Phase 0 Getting Started: Activities & Deliverables l Deliverable: Ø l Engagement Agreement Activities: Ø Ø Review SMF content Review SIP Delivery Guide Prepare Engagement Agreement Gather SIP Input § § SMA Output Service definition / service catalog sip_overview. ppt 7

SIP Phase 0 Getting Started: Toolkit Resources Guidance Templates Quality Criteria Samples l. SIP Delivery Guide l. SIP Overview (Power. Point) l. SMA to SIP Transition l. SIP Service Catalog Guide l. SIP Getting Started Requirements l. SMF Process Maps (see each SMF) l. SMF Core Requirements (see each SMF) Engagement Agreement Template l. SIP Issue Tracking Template l. Operating Level Agreement Template l. Service Level Agreement Template l. SMF Templates (see each SMF) Engagement Agreement Quality Criteria Engagement Agreement Sample l. SIP Service Catalog Sample l. SMF Examples (see each SMF) sip_overview. ppt 8

SIP Phase 0 Getting Started: SMF Resources Change Management Configuration Management Release Management l. Change l. Configuration l. Release Management Process Map l. MOF Change Management SMF l. Request for Change Template l. Change Manager Role Service Desk l. MOF Service Desk SMF l. Customer Satisfaction Survey Template l. Service Level Manager Role Management Process Map l. MOF Configuration Management SMF l. Configuration Manager Role Management Process Map l. MOF Release Management SMF l. Forward Schedule of Change Template l. Release Manager Role Incident Management Problem Management l. Incident l. Problem Management Process Map l. MOF Incident Management SMF l. Incident Ticket Template l. Incident Manager Role Management Process Map l. MOF Problem Management SMF l. Problem Manager Role sip_overview. ppt 9

SIP Phase 0 Getting Started: SMA Outputs SIP Engagement Agreement MOF SMA Data Requirement Additional Data Required for SIP Proposal Background of Organization Yes Problem Statement Yes Vision Statement Partial Business Goals Yes Proposal Statement Yes Need to finalize Solution Concept Partial Need to finalize Resource Requirements Partial Need to validate Team and schedule Partial Need to validate Need to finalize sip_overview. ppt 10

SIP Phase 1 Envision: Activities & Deliverables l Deliverable: Ø l Vision/Scope document Activities: Ø Ø Identify team Conduct kickoff meeting § § Ø Ø State vision Articulate business objectives Complete vision/scope document Define communications plan Manage risk Establish status reporting sip_overview. ppt 11

SIP Phase 1 Envision: Toolkit Resources Guidance Templates Quality Criteria Samples l. SIP Envision Phase Requirements • SIP Kickoff Meeting Presentation (Power. Point) l. SIP Measurement Guide l. SIP Measurement Architecture Kickoff Meeting Invitation Template l. SIP Vision/Scope Template l. SIP Status Report Template l. SIP Work Breakdown Structure Template l. SIP Communications Plan Template l. SIP Project Risk Template Work Breakdown Structure Quality Criteria l. SIP Communication Plan Quality Criteria l. SIP Status Report Quality Criteria l. SIP Vision/ Scope Quality Criteria Dashboard Sample Graphic l. SIP Communications Plan Sample l. SIP Vision/Scope Sample l. SIP Status Report Sample sip_overview. ppt 12

SIP Phase 2 Plan: Activities & Deliverables l l Deliverables: Ø Functional specification Ø Work breakdown structure Ø SMF core requirements Ø Communications plan Ø Training, technology, test , and deployment plans Activities: Ø Conduct planning workshop Ø Define core requirements Ø Create functional specification Ø Create work breakdown structure Ø Create communications plan Ø Create test plan Ø Create training plan Ø Create technology plan Ø Create deployment plan sip_overview. ppt 13

SIP Phase 2 Plan: Toolkit Resources Guidance Templates Quality Criteria Samples l. SIP Plan Phase Requirements l. SIP Planning Workshop Presentation Planning Workshop Invitation Template l. SIP Functional Specification Template l. SIP Planning Workshop Results Report Template Planning Workshop Quality Criteria l. SIP Functional Specification Quality Criteria Functional Specification Sample sip_overview. ppt 14

SIP Phase 3 Develop: Activities & Deliverables l Deliverables: Ø Ø Ø Ø l SIP work breakdown structure deliverables Details regarding the service and/or process Training materials Communication materials Tool requirements and specifications Test plans and feedback mechanisms Release plans Activities: Ø Ø Ø Define procedures Complete work breakdown structure tasks Develop implementation model for key performance indicators (KPIs) Develop all training, testing, and communication materials Interim testing sip_overview. ppt 15

SIP Phase 3 Develop: Toolkit Resources Guidance l. SIP Develop Phase Requirements l. SIP Process Scaling Templates Quality Criteria Samples l. Swim Lane Diagram Quality Criteria Lane Diagram Sample sip_overview. ppt 16

SIP Phase 4 Stabilize: Activities & Deliverables l Deliverables: Ø Ø Ø l Notes from pilot, test results Release notes Tested/validated service or process and associated deliverables Activities: Ø Ø Ø Conduct walkthroughs Conduct testing Conduct pilot Obtain release-ready sign-offs Comply with organization’s Change Management and Release Management SMFs sip_overview. ppt 17

SIP Phase 4 Stabilize: Toolkit Resources Guidance Templates Quality Criteria Samples l. SIP l. N/A Stabilize Phase Requirements sip_overview. ppt 18

SIP Phase 5 Deploy: Activities & Deliverables l Deliverables: Ø Ø l Deployed process or service Deployed SIP project deliverables Activities: Ø Ø Deploy service and/or process according to release policies Back out any failed deployments Establish measurement mechanisms for KPIs Obtain baselines sip_overview. ppt 19

SIP Phase 5 Deploy: Toolkit Resources Guidance Templates Quality Criteria Samples l. SIP l. N/A Deploy Phase Requirements sip_overview. ppt 20

Getting Started l l l When a MOF SMA has been completed, the Preparation and Envision Phases will be accelerated. When MOF SMA has not been completed, refer to the SMA Toolkit resources for assistance in qualifying problems, prioritizing, and gaining commitment for resources. How to define an achievable scope? Ø Ø l Define core requirements Use a versioning table to capture future requirements Use the toolkit guidance as a checklist. sip_overview. ppt 21

Keys to Success l l How strong are the organization’s program management skills ? Is the SIP team the right team? Ø Ø Ø l Sponsor Enthusiasm/commitment Skill sets and time availability Can the scope be accomplished in a timely manner? Ø Ø If not, break into smaller projects Show implementation within 2 -3 months sip_overview. ppt 22

Summary l l l The SIP is the next phase of the MOF Continuous Improvement Roadmap, following the SMA. The SIP consists of five phases with requirements, guidance, templates, quality criteria, and samples to assist with the SIP implementation. The CI Roadmap Toolkit V 2 provides actionable resources for achieving successful service improvement programs. sip_overview. ppt 23

Questions? sip_overview. ppt 24

© 2006 Microsoft Corporation. All rights reserved. This presentation is for informational purposes only. Microsoft makes no warranties, express or implied, in this summary. sip_overview. ppt 25