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Doing Process Improvement in an IT Service Organization - Making it Real, Making it Useful Shared by JamesRichard

Doing Process Improvement in an IT Service Organization - Making it Real, Making it Useful
Overview: This webinar describes a straightforward, systematic approach to planning, implementing, and monitoring a process improvement program focused on service delivery organizations, such as IT support, network operations and groups that provide ongoing services in an IT world. With examples based on our experience since 1989, this webinar shows how to define goals that directly address the needs of your organization, use improvement frameworks (e.g., CMMI for Services and ITIL) appropriately, and devise a pragmatic action plan. 

The webinar covers: 
  • Developing a Plan
    • Setting compelling goals for your improvement program
    • Directing all improvement towards achieving business goals and solving the organization's problems
    • Developing an action plan based on the defined goals and problems
    • Using an improvement model or standard to address the goals and problems
    • Deriving metrics for the goals
    • Identifying potential future problems (risks) with the action plan and mitigating the highest priority risks
  • Implementing the Plan
    • Applying selling strategies to deploy new practices
    • Increasing the speed of deployment by working with the willing and the needy first
    • Reducing the risk of failure by building and deploying solutions in increments
    • Delaying policy document creation and edicts until each solution has been practiced and is well tested
  • Checking Progress
    • Using metrics to track progress based on defined goals
    • Determining corrective actions needed to get the improvement program back on track
    • Clarifying lessons learned and actions needed to make future executions of the improvement cycle more effective

Why should you attend: Many IT organizations try to improve their quality and productivity by establishing a company-wide process improvement program. These programs often result in large amounts of process documentation, which eventually become a burden or are ignored completely. In many cases, the organization is left with very little benefit to show for its efforts. With examples based on our extensive experience, this webinar shows how to define goals that directly address the needs of your organization, use improvement models appropriately, and devise a pragmatic action plan. In addition, it reveals valuable strategies for deploying organizational change, and delineates essential metrics for tracking your progress. 

Areas Covered in the Session:
  • Scope and develop an improvement plan
  • Identify and prioritize risks and mitigate anticipated difficulties
  • Derive metrics that measure progress toward business goals
  • Sell your improvement program in-house
  • Initially target practitioners and teams most open to new approaches and techniques
  • Delay major policy documents and edicts until solutions have been practiced and tested
  • Use existing resources to speed deployment
  • Incorporate improvement models and standards, such as CMMI and ITIL into your improvement program

Who Will Benefit:
  • Senior managers of IT service teams
  • Service providers (technicians and support staff)
  • Internal company Project Management Office (PMO) leaders and members
  • Team supervisors of IT service teams
  • IT project managers
  • Internal process improvement coaches tasked with improving the organization’s cost, schedule, quality performance
Speaker Profile:
Neil Potter is co-founder of The Process Group, a company formed in 1990 that consults on process improvement, CMMI, Scrum, software engineering and project management. He has 28 years of experience in software and process engineering. Neil is a CMMI-Institute certified lead appraiser for SCAMPI appraisals, Intro to CMMI instructor (development and services), Six Sigma Greenbelt and Certified Scrum Master. He has a B.Sc. in Computer Science from the University of Essex (UK) and is the co-author of Making Process Improvement Work - A Concise Action Guide for Software Managers and Practitioners, Addison-Wesley (2002), and Making Process Improvement Work for Service Organizations, Addison-Wesley (2012). The Process Group consults to software, IT, systems and hardware organizations.
For Registration
Contact:
James Richard
Phone: 800-447-9407
Fax: 302-288-6884
Email ID: webinars@eitaglobal.com/Support@eitaglobal.com

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