PMO Fusion: A Unique Approach at Implementing PMBOK Processes, ITIL v3 Best Practices, and ISO Standards within a PMO

Rossalynn Abbott, PMP, ITILv3 May 21, 2012

About EXCEEDFounded in 1998Small Disadvantaged BusinessISO 9001:2008 CertifiedISO 20000-1:2011 Certification in ProcessMDOT MBE CertifiedVA SWAM CertifiedHeadquartered in Lanham, MD125 EmployeesExemplary Performance Record*

Service OfferingsDocument Management Records Processing, Scanning/Imaging, File Operations, Data Entry

Enterprise Service Desk Helpdesk, Contact Center, IT Operations and Maintenance Integrated Security Consulting IT/Physical Security, Policies/Procedures, Threat/Risk Assessment

Integrated Systems Design and Planning Technical Data Development, Configurations, CONOPS

Systems Integration and Implementation Physical, Electronic, and IT Security Integration

Acquisition Support Procurement Support, Contract Close-out, Grants Management

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PMO DefinitionA PMO is an organizational body or entity assigned various responsibilities related to the centralized and coordinated management of those projects under its domain - PMBOK

Other responsibilities include:Manage shared resources across all projectsIdentify and develop a project management methodology, best practices, and standardsCoach, mentor, train, and provide oversightMonitor compliance with project management standards, policies, procedures, and templates via project auditsDevelop and manage project policies, procedures, templates, and other shared documentationCoordinate communication

A strategic driver for organizational excellence*

Why have a PMO???*

PMO BenefitsProjects Align with Organizational Goals:The PMO ensures that all projects worked in an organization have benefits that truly align to the most important needs and objectives of the businessIf the nature of the business environment changes significantly, the PMO will decide what impact if any this will have on the active projects

Project Success Rates Increase:The PMO ensures that all needed resources are available and allocated before the start of the projectThe PMO monitors the project plan and budget throughout the lifecycle to ensure that the project remains on track, and that resources are available as neededThese activities increase the number of projects completed on time, on budget and in scope

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PMO BenefitsProject Management Competence Increases:Skill and competence of project management activities improve over timeFormal or informal mentoring programs for all project managers improves project management skills

Standards and Templates are Developed and Improved:The PMO provides useful, practical and helpful project templatesThese templates are revised as often as necessary to ensure that the right type of documentation is being createdClear guidance is provided to ensure that the minimum number of documents are created for any particular project

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EXCEEDs PMOEXCEEDs PMO is managed by certified Project Management Professionals (PMPs) and ITIL certified Project ManagersEXCEEDs PMO framework abides by International Organization for Standardization (ISO) 9001:2008 and ISO 20000-1:2011 standardsEXCEEDs PMO utilizes best practices established by the Project Management Institute (PMI) and the Information Technology Infrastructure Library (ITIL)Through standardization, our PMO allows EXCEED to manage projects more consistently, with better visibility, while lowering overall project costsEXCEEDs PMO is a centralized team striving to bring standardization to projects within the company

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EXCEEDs PMOThe PMO provides:Industry standardsProcessesTemplatesMetricsKnowledge Base

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Industry StandardsEXCEEDs PMO bases its framework around ISO 9001:2008 and ISO 20000-1:2011 AND project management principles, practices and processes based on industry standard methodologies such as the Project Management Body of Knowledge (PMBOK) and the Information Technology Infrastructure Library (ITIL)

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PMO Framework*

Industry Standards

ISO 9001:2008

Certification for Quality Management Systems (QMS)Designed to assist organizations ensure they meet the needs of the customer and other stakeholdersOver 1M organizations worldwide are certifiedOne of the most widely used management tools in the worldEXCEED is currently certifiedOur QMS supports:OperationsBusiness DevelopmentHuman ResourcesContracts and AdministrationPurchasingFinanceInformation Technology*

Industry StandardsAs an ISO 9001:2008 certified organization, we maintain a Quality Management System (QMS). This system ensures our:

Operating policies and procedures are standardizedQuality processes are repeatable and quality drivenProcess improvements are continuous actions that are monitored to completionPerformance meets and exceeds the clients objectives*

Client SatisfactionReliabilityCostAccuracyDelivery/timelinessQualityBusiness RelationsPersonnelCustomer SupportResponsivenessSub-contractors (if applicable)

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Client SatisfactionDecember 2011 Client Satisfaction Survey:Surveyed 10 clientsOverall rating of:

4.92 Key: 5.0 - 4.1 = ExcellentKey: 4.0 - 3.1 = Above AverageKey: 3.0 - 2.1 = Average2011 4.962010 4.902009 4.912008 4.932007 4.90

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Industry StandardsISO 20000-1:2011

First international standard for IT service managementEstablished in 2005 and revised in 2011Growing quickly because of the close alignment with ITIL principlesOrganizations that achieve certification can apply techniques to government contractsThe Standard is comprised of ten sections:ScopeTerms & DefinitionsPlanning and Implementing Service ManagementRequirements for a Management SystemPlanning & Implementing New or Changed ServicesService Delivery ProcessesRelationship ProcessesControl ProcessesResolution ProcessesRelease Process

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ISO 20000-1:2011Service Management Framework*BS ISO/IEC 20000-1:2011

Service Management FrameworkISO 20000 requires the application of the methodology known as Plan-Do-Check-Act (W. Edwards Deming) to all parts of the Service Management System:

PLAN: Establish, document, and agree to the SMS to include policies, objectives, plans and processes to fulfill the service requirement

DO: Implement and operate the SMS for the design, transition, delivery and improvement of services

CHECK: Monitor, measure, and review the SMS and the services against the policies, objectives, plans, and service requirements and reporting the results

ACT: Take actions to continually improve performance of the SMS and the services*

ISO 20000-1:2011Service Delivery Processes*

ISO 20000-1:2011Relationship Management Processes*

ISO 20000-1:2011 Resolution Processes*

ISO 20000-1:2011 Control Processes*

PMO Build-out*

Industry StandardsProject Management Institute (PMI)

Worlds leading not-for-profit membership association for the project management profession, with more than half a million members and credential holders Worldwide advocacy for project management supported by globally-recognized standards and credentials, extensive research programs, and professional development opportunities Project Management Professional (PMP) credential (internationally recognized certification)PMP certification is the most widely recognized standard in the professionApproximately 370,000 certified PMPs located in 185 countriesGovernment, commercial and other organizations employ PMP certified project managers in an attempt to improve the success rate of projects in all areas of knowledge, by applying a standardized and evolving set of project management principles Project Management Body of Knowledge (PMBOK) 42 processes*

PMBOK Processes*

Industry StandardsITIL v3

Pronounced idleEstablished in the mid-1990s by the UK government who wanted to identify efficiencies from IT services and learn how the most successful organizations approached service managementServes as the definitive guide to best practices in ITNot limited to IT!Best practices lead to good practices and good practices lead to best practicesStandards for service managementMicrosoft adopted ITIL in 2000Has gone from 30 titles to 5 (23 processes)

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ITIL Processes*

ProcessesOur PMO ensures all projects go through a review for applicable implementation of the PMBOKs 42 processes for project management and when applicable, ITILs 23 processes for IT service management, all the while maintaining compliance w/ ISO 9001:2008 and ISO 20000-1:2011standards

Our PMO ensures that these standardized processes are in place for total project management from managing risks, to planning schedules, to managing communications, to delivering services, etc.

The outcomes of these processes produces artifacts and evidence which are needed to maintain ISO certifications and future CMMI certification

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TemplatesOur PMO will provide standardized templates for all contracts:Project CharterFeasibility StudyBusiness CaseProject Management PlanChange ManagementCommunications ManagementCost Management HR ManagementProcurement ManagementQuality ManagementRisk ManagementRisk RegisterSchedule ManagementWork Breakdown StructureScope ManagementTransition Out PlanningLessons LearnedProject Acceptance

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MetricsOver time, our PMO will establish objective metrics which will provide an independent view as to how a contract is progressing, provided in addition to the Project Managers status report

This will work in coordination with our current ISO metricsClient Satisfaction SurveysProfitability marginsYellow, red, green ratingsA value-add to the client

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Knowledge BaseThe PMO will build, maintain, and share a knowledge base of lessons learned and best practices from previous contracts:

Organizational process assetsLessons learned databaseEveryone should contribute*

ChallengesExecutive level management must be on board and support 100%Employee support is also criticalImplementing a process cultureDocumentation, documentation, and more documentation Understanding the purpose behind the extra work!TrainingEnforcement in a positive wayAuditsInternalExternalStaying current

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Successful PMO Implementation*

Questions and Discussion*