MOF Service Management Assessment Phase 3 Proposal Qualification

MOF Service Management Assessment Phase 3: Proposal Qualification Workshop <Date> <Location> sma_proposal_qual_workshop_presentation

Welcome and Introductions l l l <Name> <Company> <Title/function> Job responsibilities and experience Expectations for the workshop sma_proposal_qual_workshop_presentation 2

What We Will Cover l l Overall approach to the MOF Service Management Assessment Structure of the final Roadmap for Action Proposal Qualification phase of the Service Management Assessment All associated activities and deliverables of the Proposal Qualification phase sma_proposal_qual_workshop_presentation 3

Requirements l Produce well-defined qualified proposal statements Ø Ø l l Addresses qualified problem statements from the Problem Qualification Workshop Adjustments based on viability of proposals Prepare for Roadmap Commitment Workshop May result in homework to seek further evidence to support actions sma_proposal_qual_workshop_presentation 4

Housekeeping Items l l l Sign-in Parking/Building Access Class hours and breaks Food Phones (pagers and cell phones to vibrate or off) Restrooms sma_proposal_qual_workshop_presentation 5

MOF Service Management Assessment Overview sma_proposal_qual_workshop_presentation

MOF Service Management Assessment Five Assessment Phases 1. Data Gathering 2. Problem Qualification 3. Proposal Qualification 4. Roadmap Commitment 5. Roadmap Execution sma_proposal_qual_workshop_presentation 7

MOF Service Management Assessment Purpose Overview The objectives of a Service Management Assessment are to: Ø Ø Identify problems and opportunities for service improvement projects. Compare client’s operations processes to industry accepted standard and best practices. Reveal the strengths, weaknesses and risks in the client’s current service management environment. Provide an action plan for process improvement. sma_proposal_qual_workshop_presentation 8

MOF Service Management Assessment Approach Overview Starts and continues with focus on business value/action. Ø Focus is qualifying action for service improvement. § § Ø Ø Qualifying problems/opportunities and proposals Gathering evidence to support action Focus is business value qualified action vs. ratings. Output is qualified solutions vs. recommendations. Scope is stakeholders and services, not just processes. Commitment tracking built-in, beyond roadmap § 30 -60 -90 day, then quarterly out to a year. sma_proposal_qual_workshop_presentation 9

MOF Service Management Assessment Approach Overview Concise (5 -15 days) and intensive Ø Ø Ø Starts with seven diagnostics to focus on specific problems/opportunities Participants complete a series of seven diagnostics Participant roles are active and significant § Ø Diagnostics completed by teams Select participants complete three workshops sma_proposal_qual_workshop_presentation 10

The Assessment Deliverable Roadmap for Action Overview Roadmap for Service Improvement Action Ø Ø Ø A qualified list of problems and opportunities A matching list of qualified proposals for action A basis for service improvement projects sma_proposal_qual_workshop_presentation 11

The Assessment Deliverable Roadmap for Action Overview l l A prioritized “to-do” list that summarizes validated problems/opportunities and all qualified proposed solutions/actions Format is compatible with future SIPs Qualified problem stateme nt Qualifi Business Degree Priority ed impact of propos difficulty al (project charter ) Status: who, what, when sma_proposal_qual_workshop_presentation 12

The Deliverable: A Roadmap for Action Qualified Problem Impact Statement Result of MOF SMA Phase 2, Problem Qualification Workshop Captures each problem with impact statements focused on aspect, object, effect, perspective, and measure Qualified problem stateme nt Qualifi Business Degree Priority ed impact of propos difficulty al (project charter ) Status: who, what, when sma_proposal_qual_workshop_presentation 13

The Deliverable: A Roadmap for Action Qualified Proposal Impact Statement (Project Charter) Result of MOF SMA Phase 3, Proposal Qualification Workshop Validates each proposal with impact statements focused on aspect, object, effect, perspective, and measure Qualified problem stateme nt Qualifi Business Degree Priority ed impact of propos difficulty al (project charter ) Status: who, what, when sma_proposal_qual_workshop_presentation 14

The Deliverable: A Roadmap for Action Project Charter Prioritization Result of MOF SMA Phase 4, Roadmap Commitment Workshop Establishes the priority of proposal impact statements by taking into account: § § Qualified problem stateme nt Weighted Business Impact Criteria – Pairwise Comparison Matrix Weighted Degree of Difficulty – Time, money, resources/headcount, and associated risks Qualifi Business Degree Priority Status: who, ed Impact of what, when propos Difficulty al (project charter ) 15 sma_proposal_qual_workshop_presentation

The Deliverable: A Roadmap for Action Project Charter Specifics – Who, What, When l l Result of MOF SMA Phase 4, Roadmap Commitment Workshop Tracking mechanism that designates: Ø Ø Who is responsible for the project Current status of project and next steps The relevant dates (start and end) Schedule of upcoming status reviews and adjustments Qualified problem stateme nt Qualifi Business Degree Priority Status: Who, ed impact of What, When propos difficulty al (project charter 16 sma_proposal_qual_workshop_presentation )

Proposal Qualification Workshop sma_proposal_qual_workshop_presentation

Proposal Qualification Workshop Overview Focus Ø 1. Data Gathering Ø 2. Problem Qualification 3. Proposal Qualification Ø Ø 4. Roadmap Commitment 5. Roadmap Execution Review and confirm Qualified Problems from previous workshop Create Qualified Proposals Statements based on the Qualified Problem Impact Statements from previous workshop Process Qualified Proposal Statements through SOSMART Create Qualified Proposal Impact Statements that address validated problems and opportunities sma_proposal_qual_workshop_presentation 18

Proposal Qualification Workshop Questions and Deliverables l Questions Ø 1. Data Gathering Ø 2. Problem Qualification Ø Ø 3. Proposal Qualification Ø Ø 4. Roadmap Commitment l Deliverables Ø 5. Roadmap Execution What specific actions are we proposing? What are the benefits of those actions? What are the extent of the benefits? Who benefits? What evidence will prove that benefits are achieved? What resources are required? Qualified Proposals sma_proposal_qual_workshop_presentation 19

Proposal Qualification Workshop Qualified Proposal Statements… For each proposal Qualified proposal statement Propos al What action will be taken? Stakehold ers Who benefits? Effect Evidence How, and by What evidence how much? will indicate that this is the case? Qualified Proposal Impact Statements For each proposal Create a qualified proposal impact statement Aspect Feature of object affected by proposal Object Effect Perspecti ve Object Effect of Perspecti affecte proposal ve of d by on people propos object who al benefit from sma_proposal_qual_workshop_presentation proposal Measure Standard to capture success of proposal 20

Qualified Proposal Statements sma_proposal_qual_workshop_presentation

Proposal Qualification Workshop Results of Problem Qualification Workshop l What were the results? Ø l What are the qualified problems? What opportunities will we pursue? Ø What are the initial raw proposals? sma_proposal_qual_workshop_presentation 22

Proposal Qualification Workshop Statement Requirements l l l Focus effort on prioritizing One proposal per qualified problem Add and drop proposals to best fit business goals Ø Goal is to reduce the total number of problems addressed by proposals to approximately seven sma_proposal_qual_workshop_presentation 23

Proposal Qualification Workshop Statement Requirements Each Qualified Proposal Statement must meet SOSMART criteria Ø Ø Ø Ø Stand-alone Opportunity Specific Measurable Attainable Relevant Timebound sma_proposal_qual_workshop_presentation 24

Proposal Qualification Workshop Statement Requirements l Stand-alone Ø Ø l l l Independent of tacit understanding or external reference Like a good headline, captures the idea; no further reading needed Opportunity Specific Measurable Attainable Relevant Time-bound sma_proposal_qual_workshop_presentation 25

Proposal Qualification Workshop Statement Requirements l l Stand-alone Opportunity Ø l l l Must answer “So what? ” Who benefits? How? To what extent? What evidence will supports this benefit? Specific Measurable Attainable Relevant Time-bound sma_proposal_qual_workshop_presentation 26

Proposal Qualification Workshop Statement Requirements l l l Stand-alone Opportunity Specific Ø l l Identifies the precise deliverables and actions impacted Measurable Attainable Relevant Time-bound sma_proposal_qual_workshop_presentation 27

Proposal Qualification Workshop Statement Requirements l l Stand-alone Opportunity Specific Measurable Ø l l l Stated quantitatively/qualitatively, enabling fact-based decision-making and status updates Attainable Relevant Time-bound sma_proposal_qual_workshop_presentation 28

Proposal Qualification Workshop Statement Requirements l l l Stand-alone Opportunity Specific Measurable Attainable Ø l l Action is achievable based on time, skill, resources (personnel and funds) available Relevant Time-bound sma_proposal_qual_workshop_presentation 29

Proposal Qualification Workshop Statement Requirements l l l Stand-alone Opportunity Specific Measurable Attainable Relevant Ø l Related to organizational unit/business goals and a high priority Time-bound sma_proposal_qual_workshop_presentation 30

Proposal Qualification Workshop Statement Requirements l l l l Stand-alone Opportunity Specific Measurable Attainable Relevant Time-bound Ø Deadline and milestones are clearly defined sma_proposal_qual_workshop_presentation 31

Proposal Qualification Workshop Qualified Proposal Statement l Qualified Proposal Statements that meet SOSMART criteria also need to address specific questions: Ø Ø Ø What? Who? How? sma_proposal_qual_workshop_presentation 32

Proposal Qualification Workshop Qualified Proposal Statements – Proposal Qualified proposal statemen t What action will be taken? Stakeholder Effect s Who How, and by benefits? how much? Evidence What evidence supports this assessment? What is the proposed action to address the problem? sma_proposal_qual_workshop_presentation 33

Proposal Qualification Workshop Qualified Proposal Statements – So What? Proposal Qualified proposal statemen t What action will be taken? Stakeholder Effect s Who How, and by benefits? how much? Evidence What evidence will indicate that this is the case? Stakeholders Who benefits from the proposed action? sma_proposal_qual_workshop_presentation 34

Proposal Qualification Workshop Qualified Proposal Statements – So What? Proposal Qualified proposal statemen t What action will be taken? Stakeholder Effect s Who How, and by benefits? how much? Evidence What evidence will indicate that this is the case? Effect Ø Ø How do the stakeholders benefit? What is the extent of those benefits? sma_proposal_qual_workshop_presentation 35

Proposal Qualification Workshop Qualified Proposal Statements – So What? Proposal Qualified proposal statemen t What action will be taken? Stakeholder Effect s Who How, and by benefits? how much? Evidence What evidence will indicate that this is the case? Evidence What evidence supports this assessment? sma_proposal_qual_workshop_presentation 36

Qualified Proposal Impact Statements sma_proposal_qual_workshop_presentation

Proposal Qualification Workshop Qualified Proposal Impact Statements Populate Qualified Proposal Impact Statements with the Qualified Proposals processed through SOSMART sma_proposal_qual_workshop_presentation 38

Proposal Qualification Workshop Qualified Proposal Impact Statements Each Qualified Proposal is supported by one or more Qualified Proposal Impact Statements focus on the aspect, object, effect, perspective, and measure associated with the benefit of the proposal For each proposal… Create a qualified proposal impact statement Aspect Object Effect Feature of object affected by proposal Object affecte d by propos al Effect of propos al on object Perspectiv e of people who benefit from proposal sma_proposal_qual_workshop_presentation Measure Standard to capture success of proposal 39

Proposal Qualification Workshop Qualified Proposal Impact Statements – Aspect The specific and localized feature of the object that is affected by the proposal Ø Example: “The resolve time associated with…” For each proposal… Create a qualified proposal impact statement Aspect Feature of object affected by proposal Object Effect Perspecti ve Object Effect of Perspecti affecte proposal ve of d by on people propos object who al benefit from proposal sma_proposal_qual_workshop_presentation Measure Standard to capture success of proposal 40

Proposal Qualification Workshop Qualified Proposal Impact Statements – Object The object that is directly modified by the proposal Ø Example: “network incidents…” For each proposal… Create a qualified proposal impact statement Aspect Feature of object affected by proposal Object Effect Perspecti ve Object Effect of Perspecti affecte proposal ve of d by on people propos object who al benefit from proposal sma_proposal_qual_workshop_presentation Measure Standard to capture success of proposal 41

Proposal Qualification Workshop Qualified Proposal Impact Statements – Effect The effect of the proposal on the object Ø Example: “is reduced…” For each proposal… Create a qualified proposal impact statement Aspect Feature of object affected by proposal Object Effect Perspecti ve Object Effect of Perspecti affecte proposal ve of d by on people propos object who al benefit from proposal sma_proposal_qual_workshop_presentation Measure Standard to capture success of proposal 42

Proposal Qualification Workshop Qualified Proposal Impact Statements – Perspective The people directly benefiting from the proposal Ø Example: “from the perspective of end-users…” For each proposal… Create a qualified proposal impact statement Aspect Feature of object affected by proposal Object Effect Perspecti ve Object Effect of Perspecti affecte proposal ve of d by on people propos object who al benefit from proposal sma_proposal_qual_workshop_presentation Measure Standard to capture success of proposal 43

Proposal Qualification Workshop Qualified Proposal Impact Statements – Measure The metric to capture the success of the proposal in the desired state versus the current state Ø Example: “at 15 minutes as compared to an hour. " For each proposal… Create a qualified proposal impact statement Aspect Feature of object affected by proposal Object Effect Perspecti ve Object Effect of Perspecti affecte proposal ve of d by on people propos object who al benefit from proposal sma_proposal_qual_workshop_presentation Measure Standard to capture success of proposal 44

Proposal Qualification Workshop Qualified Proposal Impact Statements Identify person responsible for the actions described within the Qualified Proposal Impact Statements For each proposal… Create a qualified proposal impact statement Aspect Feature of object affected by proposal Object Effect Perspecti ve Object Effect of Perspecti affecte proposal ve of d by on people propos object who al benefit from proposal sma_proposal_qual_workshop_presentation Measure Standard to capture success of proposal 45

Proposal Qualification Workshop Group Exercise l l Confirm Qualified Proposals Begin initial prioritization of proposals for Roadmap Commitment Workshop Ø l Do not exceed seven qualified proposals, one qualified proposal per qualified problem Discuss planning elements Ø Deliverables, activities, risks, assumptions, obstacles, costs, resources, and so on sma_proposal_qual_workshop_presentation 46

Proposal Qualification Workshop l l Summary Next Steps sma_proposal_qual_workshop_presentation 47

© 2006 Microsoft Corporation. All rights reserved. This presentation is for informational purposes only. Microsoft makes no warranties, express or implied, in this summary. sma_proposal_qual_workshop_presentation 48