MOF Service Management Assessment Phase 4 Roadmap Commitment

MOF Service Management Assessment Phase 4: Roadmap Commitment Workshop <Date> <Location> sma_roadmap_commit_workshop_presentation. doc

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

What We Will Cover l l Overall approach to the MOF Service Management Assessment The Roadmap Commitment phase of the MOF Service Management Assessment Structure of the final Roadmap for Action All associated activities and deliverables of the Roadmap Commitment phase sma_roadmap_commit_workshop_presentation. doc 3

Workshop Objectives l Produce validated Roadmaps for Service Improvement Ø l l l Based on qualified proposals Prepare for Roadmap Execution Gain commitment on specific resources (funds and headcount), and schedule assigned to proposals Gain commitment on the schedule of status review meetings to track and manage progress sma_roadmap_commit_workshop_presentation. doc 4

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

MOF Service Management Assessment Overview sma_roadmap_commit_workshop_presentation. doc

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_roadmap_commit_workshop_presentation. doc 7

MOF Service Management Assessment Approach Overview Starts/sticks 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_roadmap_commit_workshop_presentation. doc 8

MOF Service Management Assessment Approach Overview Concise (5 -15 days) and intensive Ø Starts with seven diagnostics to focus on specific problems/opportunities § Ø Ø Diagnostics completed by teams Participant roles are active and significant Select participants complete three workshops sma_roadmap_commit_workshop_presentation. doc 9

MOF Service Management Assessment Five Assessment Phases Summary and results of previous phases and workshops 1. Data Gathering 2. Problem Qualification 3. Proposal Qualification 4. Roadmap Commitment 5. Roadmap Execution sma_roadmap_commit_workshop_presentation. doc 10

Roadmap Commitment sma_roadmap_commit_workshop_presentation. doc

Roadmap Commitment Workshop Overview Focus of Workshop 1. Data Gathering Ø 2. Problem Qualification Ø 3. Proposal Qualification 4. Roadmap Commitment Ø Ø Review and confirm the qualified problems, proposals, and associated impact statements Confirm priority based on business-impact criteria and degree of difficulty Create schedule of action, responsibilities, and tracking mechanism Schedule status review meetings 5. Roadmap Execution sma_roadmap_commit_workshop_presentation. doc 12

Roadmap Commitment Workshop Questions and Deliverables l 1. Data Gathering 2. Problem Qualification 3. Proposal Qualification 4. Roadmap Commitment l 5. Roadmap Execution Questions to answer: Ø Where is payoff > cost of problem + cost of proposed action? Ø What is the priority of each proposal, based on business impact and degree of difficulty? Ø Which proposals are viable, based on problem and payoff evidence and priority? Ø Who will do what, when? Ø How to track and adjust actions? Ø How to communicate progress and value? Ø How to ensure commitment and execution? Deliverables Ø Roadmap for Service Improvement Action 13 sma_roadmap_commit_workshop_presentation. doc

Roadmap Commitment Workshop The Deliverable Roadmap for Service Improvement Action Ø Ø A qualified list of problems and opportunities A matching list of qualified proposals for action A basis for service improvement projects Documented degree of difficulty data to provide input into the Service Improvement Program sma_roadmap_commit_workshop_presentation. doc 14

Roadmap Commitment Workshop Roadmap for Service Improvement Action l l A prioritized “to-do” list that summarizes validated problems/opportunities and all qualified proposed solutions/actions Contains Ø Ø l Qualified Problem Qualified Proposal Priority based on business impact and degree of difficulty Project specifics (who, what, when) 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_roadmap_commit_workshop_presentation. doc 15

Roadmap Commitment Workshop Requirement: Qualified Problem Statement Input Qualified Problem Statement from Phase 2: Problem Qualification Workshop Ø 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_roadmap_commit_workshop_presentation. doc 16

Roadmap Commitment Workshop Requirement: Qualified Proposal Statement Input Qualified Proposal Statement from Phase 3: Proposal Qualification Workshop Ø Ø Directly addresses the qualified problem Validates each proposal with benefit 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_roadmap_commit_workshop_presentation. doc 17

Roadmap Commitment Workshop Requirement: Prioritization Establishes the priority of qualified proposal statements by evaluating: Ø Ø Weighted Business-Impact Criteria Priority Weighted Degree-of-Difficulty Priority Qualified problem stateme nt Qualifi Business Degree Priority ed impact of propos difficulty al (project charter ) Status: who, what, when sma_roadmap_commit_workshop_presentation. doc 18

Roadmap Commitment Workshop Requirement: Prioritization Business-Impact Criteria Ø Pairwise Comparison Matrix § Ø Designates importance of all business-impact criteria in relation to one another Automated proposal prioritization based on relative importance Qualified problem stateme nt Qualifi Business Degree Priority ed impact of propos difficulty al (project charter ) Status: who, what, when sma_roadmap_commit_workshop_presentation. doc 19

Roadmap Commitment Workshop Requirement: Prioritization Degree of Difficulty Ø Ø Ø Weighted based on time, money, resources/head count, and associated risks Degree of Difficulty criteria details are captured as inputs into SIP Automated proposal prioritization based on valid rating values: § 1 = Easy (Fast, cheap, low/no resources, low/no risks) § 3 = Moderately Difficult § 5 = Difficult (Long duration, expensive, resource intensive, high risk) Qualified problem stateme nt Qualifi Business Degree Priority Status: who, ed impact of what, when propos difficulty al (project charter 20 sma_roadmap_commit_workshop_presentation. doc )

Roadmap Commitment Workshop Requirement: Prioritization Overall Priority Ø Automatically calculated by averaging the two priority values: one based on the business impact, the other on the degree of difficulty. Qualified problem stateme nt Qualifi Business Degree Priority ed impact of propos difficulty al (project charter ) Status: who, what, when sma_roadmap_commit_workshop_presentation. doc 21

Roadmap Commitment Workshop Requirement: Roles, Responsibility, and Schedule Tracking mechanism that designates: Ø Ø Ø Who is responsible for the project and associated tasks Start and end dates Current status of project Completion criteria Next steps 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 22 sma_roadmap_commit_workshop_presentation. doc )

Roadmap Commitment Workshop Summary Resulting Roadmaps for Service Improvement Ø Ø Keeping commitments is critical Solutions are not instantaneous § Allow the opportunities to meet commitments sma_roadmap_commit_workshop_presentation. doc 23

Roadmap Commitment Workshop Next Steps Roadmap Execution Ø Ø Ø Communicate intentions to everyone involved or affected Seek authorization Take action and track execution Seek guidance if necessary Status Review meetings scheduled for 30 -, 60 -, 90 days, and 6 months, 9 months, and 1 year from Roadmap Commitment § Review status, make adjustments, and communicate progress sma_roadmap_commit_workshop_presentation. doc 24

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