case study using itil and prince2 powerpoint noel scott

7/27/2019 Case Study Using ITIL and PRINCE2 Powerpoint Noel Scott

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Case Study: Using ITIL and PRINCE2Noel Scott

Project Challenge

17th October 2012


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Who are we?

Training Consulting Delivery

Assessments & Maturity

Modelling

Methodology DvtPortfolio Mgmt

Programme Mgmt

Project Mgmt

PMO Design & Deploy

Coaching & Mentoring

Project ResourcingRecruitment & Contracting

Extended Workforce

Turnkey Project Delivery

Managed PMOProject Assurance

Remote Status ReportingResource Optimisation

Full Portfolio Governance

Tools & TechnologyeLearning

Project Simulations

Enterprise Project ManagementCloud Hosting /SaaS

Project Server Implementation

Sharepoint

Dashboard


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Project and Program

Director

15+ years specialising inmanaging and improving

IT Service Delivery and

support teams

Noel Scott


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TSO 2012. Content within this presentation may be subject to change.

Summary

Through a case study will look at how a PRINCE2 project wasused to set up a new ITIL Service Desk.

The case study looks at the benefits when using the two best

practices together. Discusses how PRINCE2 supported the ITIL implementation

Discusses how ITIL supported the PRINCE2 project

Also discusses how it was not all plain sailingillustrating there were a few obstacles.


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5

Company

Large global corporation.

The existing EMEA ServiceDesk was near capacity.

Could not expand in existinglocation. First foray intonear-shore or off-shoring.

Catalyst of new IT product.

Setting The Scene

PRINCE2ITIL

Company

ITILCompany

PRINCE2

CompanyPRINCE2

ITIL

NewServiceDesk

PRINCE2

Projects in ControlledEnvironments is the CabinetOffices best managementmethodology for projects.

Official methodology used byteam for implementation ofall projects.

ITIL

ITInfrastructure Library isCabinet Offices best practice

for IT service mgt.

Initially published in 1989 asa collection of books. Todaymost widely acceptedapproach to IT service mgt inthe world.


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PRINCE2 Ensured Success

ServiceDesk

Traps & TestsInternal and External

Threats & Opportunities

ITILs Depth & BreadthCommon Pitfalls

The project faced multiple dangers


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ServiceDesk




Business JustificationKept project on central objective

Example of function creep

Avoided gold plating


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Focused purely on Service operations

Did not bite off more than we could chew

Management By Stages


ServiceDesk





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ServiceDesk




Reviewed not just comp any past projects

Spoke with Industry trade bodies

Lessons Learned


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Risk ManagementEnsured consistent approachHelped IT change team

Methodical & robust

ServiceDesk





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ITIL Supported PRINCE2

STARTING UP

TRANSITIONCOSTQUALITY BALANCE

COMMUNICATION

COMMUNICATION

Standard language andterminology

Examples include productdefinitions (e.g. JD)

COSTQUALITY

BALANCE

Not a charity

ITIL as a funnel for change

requests

TRANSITION

Plugging a gap. Impact on existing.

Move to more programme

Management viewpoint.

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STARTING UP

Clear Mandate

Designing and appointing theProject Board


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Occasional conflict

Business Justification

Management by Stages

Risk Management

Focus on Lessons Learned

ITILs support when Starting Up

Communication and Language

ta i lwinds

Approval chains

Number of stakeholders

headwinds

Qualityv- Cost Balance

Transition Benefits


13/14 TSO 2012. Content within this presentation may be subject to change.

Thank you for listening!

The full Case Study can be found at:

www.best-management-practices.com

www.best-management-practices.tv

Noel ScottHead of ITSM Practice at PM-Partners

Tel: +44 (0) 1962676321

Email: [email protected]


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