A VIEW FROM THE PROJECT MANAGERHow to avoid getting changes thrown over the fence – Duncan Watkins

INTRODUCTION

“Ensure that skills and knowledge are transferred to operations and support staff to enable them to effectively

and efficiently deliver, support and maintain the

service according to required warranties and service levels”

RUNNING ORDER

Drivers – What’s important to SM; what’s important to PM?

Conflict & Complexity – What’s the landscape?

Effective Transition and Release – How to manage difficulties

Principles – How to approach a common ground

Project Deliverables – Where to get involved

DRIVERS

SLA

Incidents

Service Credits

Customer Satisfaction

Time

Scope

Budget

SM v PMCustomer

CONFLICT AND COMPLEXITY

Reduce Change

Reduce Incidents

Increase Stability

Service

Increase Change

Incident Neutral

Stability Neutral

Project

CONFLICT AND COMPLEXITY

EFFECTIVE TRANSITION AND RELEASE

Documentation Processes Automation

PRINCIPLES

Is it relevant?

Does it add value?

Can it be broken down?

PROJECT DELIVERABLES

Contract

ChangesHandover

Lessons

Learnt

Project

Closure

CONCLUSION

Making Complexity Simple

Service Management

Project Management

@duncanwatkins