david pultorak isecon 2007 keynote: it frameworks
DESCRIPTION
IT isn not just about technology and technical acumen. People—the jobs and roles people take on in IS, and Process—the key things that need to get done, like managing changes and problems and IT infrastructure configuration, are what constitute the professional disciplines of IS, and are vital to the success of IS professionals. With the trend towards greater expectations from business of IS professionals to run IT as a business and to demonstrate business value, the need for professional discipline in IS is becoming more and more acute. Sadly, in too many cases the bulk of the coverage is on technical acumen, and we don't do enough to ensure staff acquire the professional disciplines—the people and process disciplines—they need to excel. In this keynote session, noted speaker, author, and educator David Pultorak will present the most important frameworks for IT Management, frameworks that spell out the people and process disciplines, and potential value of each, and will go on to challenge our audience to include coverage of these frameworks. Frameworks covered will include: AS 8015, ASL, BiSL, CobiT, eSCM, eTOM,Generic Framework for Information Management (PrimaVera)IPMA Competence Baseline, ISO/IEC 20000, (formerly BS15000)ISO 27001 (ISO 17799/BS7799), ISO 9000 (GB/T 19000) ISPL, IT Balanced Scorecard, ITIL, ITS-CMM, ITUP MOF, MSF, PMBoK, PRINCE2, M_o_R, MSP, Six Sigma, TickIT, TQM About David Pultorak David Pultorak is recognized authority in IT management who has devoted 20 years to helping organizations including top Global 2000 companies get better results from their service and process management efforts. David has contributed to IT management frameworks and publications, including the IT Infrastructure Library (ITIL) and Microsoft Operations Framework (MOF). He is the author of four books, including the popular "MOF, a Pocket Guide", which has been translated into six languages. His latest book is "IT People: Doing More with Less" with Harris Kern. His articles have appeared in periodicals from Data Center Magazine to Directors Monthly, and his work has been featured on nearly every leading industry portal including BetterManagement, Data Center Management, Support World, ITSMwatch. Mr. Pultorak is a regular and passionate speaker at national and international IT events including AFCOM, AITP, CMG, HP Software Forum, HP World, HDI, itSMF, PMI, SHARE, and SIM. Mr. Pultorak was a long-time adjunct IS professor at a number of local universities in the Philadelphia area and is a founding member of the University of Pennsylvania’s Center for Organizational Dynamics (www.organizationaldynamics.upenn.edu/center). Mr. Pultorak IT certifications earning include ITIL Managers certificate, ICCP CCP, CDP, and CSP, and Microsoft MCSE.TRANSCRIPT
Bridging the Gap in Coverage of Professional Disciplines in IS Education"We know technical acumen isn't enough, so what can we do about it?"
Keynote PresentationDavid Pultorak
CEO, Pultorak & Associates, LTDFriday, November 2, 2007
ISECON 2007, Pittsburgh, PA
©2007 Pultorak & Associates, LTD. All rights reserved.
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What we will cover
• Leading IT frameworks– Quality Management: TQM, ISO 9000, TickIT, ISO 20000,
ISO27001– Quality Improvement: eSCM-SP, IT Balanced Scorecard,
ITS-CMM, Six Sigma– Governance: AS 8015, COBIT, M_o_R– IT Management: ITIL, eTOM, ASL, BiSL, ISPL– Project Management: MSP, PRINCE2, PMBok,
IPMA Competence Baseline
• Descriptions of, including key graphics and references• Ideas for use in curricula and career development to
enable acquisition of IS people and process knowledge
©2007 Pultorak & Associates, LTD. All rights reserved.
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What is an IT framework?
• Coherent set of– Standards– Guidelines– Controls– Best Practices– Concepts
• Quality Improvement model, method, or methodology
Maturity
Improve
Manage / Control
Perform
Plan Build Deploy Operate Improve
What use are IT frameworks?
• Literally “frame” the problem space – setting the stage for success– IT domain, best practices, and the competencies
that underpin them
• Key objects to be managed– Asset, service, software, process, infrastructure,
policies, budgets, accounting
• Key aspects to be managed – Financial, quality, time / speed / agility, risk,
availability, performance, customer satisfaction, compliance, learning and growth
What use are IT frameworks? (continued)
• Basis for aligning performance of IT organizations, teams, and individual IT professionals
• Defines key outcomes or imperatives for “how we do things around here” and norms for successful behavior
• Provide common models, language, and a frame of reference for aligning thinking, action, and learning – think architect and tradesman, white lines / yellow lines
• Provide a means for locating and orient themselves within the IT domain– “You are here” – in the IT lifecycle / maturity continuum
©2007 Pultorak & Associates, LTD. All rights reserved.
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Caution! Frameworks and alignment
• While IT frameworks provide the basis for alignment of work in organizations, ironically IT frameworks themselves don’t align well– IT frameworks are built by different people, at
different times, for different ends– the only sort of alignment you should expect is
like that of tectonic plates– IT frameworks function more like paradigmatic
cases than universal principles as practiced in Law
What use are IT frameworks? (continued)
• Provide a maps and a “new pair of eyes” to see what is important - think “Terminator” – heads up display– Principles, policies, practices, processes, people– Terminology, definitions and distinctions– Customers, performers, conditions of satisfaction– Triggers for action – incidents, changes, problems,
opportunities, etc.– Activities, deliverables, tools / artifacts, methods,
techniques, meetings / rituals – think “Margaret Meade”– Rules and regulations– think “Roomba”– Reporting, metrics, assessment, audit
What use are IT frameworks? (continued)
• Basis for understanding required skills, knowledge, mindset for success
• Can be used to guide IT professionals towards specialization and to establish urgency in career development (so much to learn)
• Help curricula designers by setting the context for curricula– IT domains, practices that underpin them,
competencies required of IT professional
©2007 Pultorak & Associates, LTD. All rights reserved.
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IT frameworks by type / focus
• Focus on quality standards, applied to specific IT domains
Quality Management Frameworks
• Focus on process or performance improvement vs. how-to guidance
Quality Improvement Frameworks
• Focus on how to organize the IT function – controls, organization
Governance Frameworks
• Focus on how to organize and operate IT throughout the lifecycle
IT Management Frameworks
• Focus on IT project, program, and portfolio management
Project Management Frameworks
©2007 Pultorak & Associates, LTD. All rights reserved.
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IT frameworks by type
• TQM, ISO 9000, TickIT, ISO 20000, ISO27001
Quality Management Frameworks
• eSCM-SP, IT Balanced Scorecard, ITS-CMM, Six Sigma
Quality Improvement Frameworks
• AS 8015, COBIT, M_o_RGovernance Frameworks
• ITIL, eTOM, ASL, BiSL, ISPLIT Management
Frameworks
• MSP, PRINCE2, PMBok,IPMA Competence Baseline
Project Management Frameworks
©2007 Pultorak & Associates, LTD. All rights reserved.
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• Total Quality Management (TQM)• ISO9000• TickIT• ISO20000• ISO27001/BS17799
Quality Management Frameworks
• Focus on quality standards, applied to specific IT domains
©2007 Pultorak & Associates, LTD. All rights reserved.
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Total Quality Management (TQM)
• A complete management vision– Everyone in organization continuously
incentivized to fulfill wishes of internal / external customer to reach a competitive advantage
• Strives for balance: – high productivity vs. low cost vs. maximum
profit
• Also a set of tools and techniques to support the organization in the change process
Quality Management Frameworks
©2007 Pultorak & Associates, LTD. All rights reserved.
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TQMThe Plan-Do-Check-Act Cycle
Source: Frameworks for IT Management p.11 Quality Management Frameworks
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TQM References
• www.deming.org – Deming Institute• www.efqm.com – European Foundation
for Quality Management• www.ink.nl – Quality Institute for the
Netherlands• www.iso.org – International
Organization for Standardization• www.juran.com –Juran Institute• www.kaizen-institute.com – Kaizen
Institute Quality Management Frameworks
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ISO 9000
• A series of standards to address the Quality Management Systems (QMS) within an organization – Demonstrate its capability to meet its
customers’ requirements– Certifies that an organization has carried
out the correct processes– Assists users in producing a QMS that is
flexible, structured and customer-oriented
Quality Management Frameworks
©2007 Pultorak & Associates, LTD. All rights reserved.
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ISO 9000Quality Management Principles
Source: Frameworks for IT Management p.23 Quality Management Frameworks
THE EIGHT QUALITY
MANAGEMENT PRINCIPLES
Supplier relationships
Factual approach
Continual improvement
Process approach
Involvement in people
Leadership
Customer Focus
Correct implementation
of QMS
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ISO 9000 References
• www.iso.org – International Standards Organization
• emea.bsi-global.com – BSI Management Systems
• www.aslfoundation.org – ASL BiSL Foundation
Quality Management Frameworks
©2007 Pultorak & Associates, LTD. All rights reserved.
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TickIT
• Practical guidance for both software development and services
• Directly tackles the problems of poor quality and poor quality management in software
• Uses ISO 9001:2000 for software quality systems construction, certification and continual improvement
• Used to define, the organization, rules and procedures for a Software Sector Certification Scheme
Quality Management Frameworks
©2007 Pultorak & Associates, LTD. All rights reserved.
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TickIT References
• www.tickit.org – TickIT website• www.irca.org – International Register
of Certified Auditors
Quality Management Frameworks
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ISO 20000
• A formal standard for IT service management• Addresses the establishment and
maintenance of processes– And the mechanisms to ensure their relevance
and improvement
• Used to demonstrate compliance to accepted best practice and achieve formal certification
• Also used internally to identify targets of performance to measure against
Quality Management Frameworks
©2007 Pultorak & Associates, LTD. All rights reserved.
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ISO 20000 Plan-Do-Check-Act Model
Source: Frameworks for IT Management p.48 Quality Management Frameworks
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ISO 20000 References
• www.bsi-global.com – BSI Group website
• www.isoiec20000certification.com – ISO 20000 certification scheme website
Quality Management Frameworks
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ISO 27001
• Provides a model and detailed guidance for reducing an organization’s exposure to information security risk– Implemented through an Information
Security Management System (ISMS)– Closely aligned with both ISO 9001:2000
and ISO 14001:2004 (for environmental management)
Quality Management Frameworks
©2007 Pultorak & Associates, LTD. All rights reserved.
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ISO27001 PDCA Cycle Implementation
Source: Frameworks for IT Management p.37Quality Management
Frameworks
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ISO 27001 References
• www.bsi-global.com• www.iso.org – ISO Standards
organization
Quality Management Frameworks
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• eSCM-SP• IT Balanced Scorecard• ITS-CMM• Six Sigma
Quality Improvement Frameworks
• Focus on process or performance improvement vs. how-to guidance
©2007 Pultorak & Associates, LTD. All rights reserved.
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eSCM-SP
• eSourcing Capability Model for Service Providers
• Focuses on the work of service providers of IT-enabled services– Where IT is a key component of service delivery or
an enabler for delivering services
• Framework to develop and improve ability to:– Consistently deliver high quality services– While minimizing costs and risks to customers
• A reference model + capability determination methods + certification scheme
Quality Improvement Frameworks
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eSCM-SP
• Used to:– Give service providers guidance to help
them improve their capability across the sourcing lifecycle
– Provide customers with an objective means of evaluating the capability of the service providers
– Offer service providers a standard to use when differentiating themselves from competitors
Quality Improvement Frameworks
©2007 Pultorak & Associates, LTD. All rights reserved.
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eSCM-SPStructure
Source: Frameworks for IT Management p.76 Quality Improvement Frameworks
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eSCM-SP References
• www.itsqc.cmu.edu – IT Services Qualification Center
Quality Improvement Frameworks
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IT Balanced Scorecard
• An instrument to:–Measure and manage IT performance– Enable alignment between the business
and IT– Help businesses drive strategies based
on measurement and follow-up
Quality Improvement Frameworks
©2007 Pultorak & Associates, LTD. All rights reserved.
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IT Balanced ScorecardOverview
Source: Frameworks for IT Management p.86 Quality Improvement Frameworks
©2007 Pultorak & Associates, LTD. All rights reserved.
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IT Balanced ScorecardReferences
• http://www.balancedscorecard.org – Balanced Scorecard Institute
• www.uams.be/itag - IT Alignment and Governance Research Institute
Quality Improvement Frameworks
©2007 Pultorak & Associates, LTD. All rights reserved.
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ITS-CMM
• The IT Service Capability Maturity Model• A maturity model aimed at organizations
that provide IT services– Assess the current maturity of IT service
providers against a five-level ordinal scale– Provide direction for improvement of an
organization’s IT service processes
• Structure equal to Software CMM, but contents of ITS-CMM are key process areas needed for mature IT service provision
Quality Improvement Frameworks
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ITS-CMMMaturity Levels
Quality Improvement Frameworks
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ITS-CMM References
• www.itservicecmm.org – IT Service CMM website
Quality Improvement Frameworks
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Six Sigma
• A branding term, given to a structured, disciplined, rigorous approach to process improvement
• “Increase in performance and decrease in process variation leads to defect reduction”– Six Sigma = only 3.4 defects per million
• Aimed at vast improvement in profits, employee morale and quality of product
• Provides business with the tools to improve the capability of their business and IT processes
Quality Improvement Frameworks
©2007 Pultorak & Associates, LTD. All rights reserved.
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Six SigmaThe DMAIC Cycle
Source: Frameworks for IT Management p.66Quality
Improvement Frameworks
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Six Sigma References
• www.BPtrends.com• www.isixsigma.com
Quality Improvement Frameworks
©2007 Pultorak & Associates, LTD. All rights reserved.
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• AS8015• COBIT• M_o_R
Governance Frameworks
• Focus on how to organize the IT function – controls, organization
©2007 Pultorak & Associates, LTD. All rights reserved.
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AS8015
• Australian Standard Corporate Governance of Information and Communication Technology
• Model, principles and vocabulary to assist in implementing effective governance of the use of IT within their organizations
Governance Frameworks
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AS8015 Corporate Governance of IT
Source: Frameworks for IT Management p.98 Governance Frameworks
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AS8015 References
• www.acs.org.au/governance• www.ramin.com.au/itgovernance• www.Standards.org.au
Governance Frameworks
©2007 Pultorak & Associates, LTD. All rights reserved.
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COBIT
• Control Objectives for Information and related Technologies
• Identifies 34 IT processes, grouped in 4 domains, supported by 318 detailed control objectives
• Sets out the scope and defines the activities specific areas of IT should accomplish
• Provides a uniform structure to understand, implement and evaluate IT capabilities, performance and risks– Primary goal of satisfying business requirements
Governance Frameworks
©2007 Pultorak & Associates, LTD. All rights reserved.
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COBIT Framework
Source: Frameworks for IT Management p.106Governance Frameworks
©2007 Pultorak & Associates, LTD. All rights reserved.
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COBIT References
• www.isaca.org• www.itgi.org• www.itgovernance.com• www.infogovernance.com• www.ezCobiT.com
Governance Frameworks
©2007 Pultorak & Associates, LTD. All rights reserved.
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M_o_R
• Management of Risk• Overall process to assist in the
effective control of risks– Risk assessed based on:
• Likelihood of something happening• Impact which arises if it does actually happens
• Manages risk and identify solutions• For protecting and increasing shareholder
value within the business
Governance Frameworks
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M_o_RApplication in Business
Source: Frameworks for IT Management p.116Governance Frameworks
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M_o_R References
• www.ogc.gov.uk• www.ecgi.org/codes/all_codes.php• www.fsa.gov.uk/psb• www.sarbanes-oxley.com• www.bis.org/publ/bcbsca.htm• www.ogc.gov.uk/sdtoolkit/workbooks/risk/index.htm
l• www.m-o-r.org/web/site/home.asp• www.ior-institute.org• www.theirm.org• www.garp.com• www.alarm-uk.com Governance
Frameworks
©2007 Pultorak & Associates, LTD. All rights reserved.
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• ITIL• eTOM• ASL• BiSL• ISPL
IT Management Frameworks
• Focus on how to organize and operate IT throughout the lifecycle
©2007 Pultorak & Associates, LTD. All rights reserved.
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ITIL
• The IT Infrastructure Library• Best practice guidance for IT service
management – Framework for establishing a set of integrated
processes for delivering high quality IT services
• Most widely used and accepted approach• Used to enable IT service provider organizations
to improve the overall quality of service to the business– Within imposed cost constraint– While improving overall IT effectiveness and
efficiency IT Management
Frameworks
©2007 Pultorak & Associates, LTD. All rights reserved.
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ITIL Framework
Source: Frameworks for IT Management p.151 IT Management Frameworks
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ITIL References
• www.itsmf.com• www.itil.co.uk• www.pultorak.com
IT Management Frameworks
©2007 Pultorak & Associates, LTD. All rights reserved.
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eTOM
• enhanced Telecom Operations Map• Most widely used and accepted standard for
business process in the telecom industry• Describes the full scope of business
processes required by a service provider– Defines the key elements and how they interact
• Guidebook fast becoming the common business language of the telecom industry
IT Management Frameworks
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eTOM Coverage
Source: Frameworks for IT Management p.165 IT Management Frameworks
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eTOM References
• www.tmforum.org - TM Forum website
IT Management Frameworks
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ASL
• The Application Service Library• Public domain approach for
management, maintenance and enhancement / renovation of (business) applications
• A framework of processes + various publications + periodically updated library of best practices
• Available on the ASL Foundation website
IT Management Frameworks
©2007 Pultorak & Associates, LTD. All rights reserved.
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ASL Framework
Source: Frameworks for IT Management p.173 IT Management Frameworks
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ASL References
• www.aslfoundation.org
IT Management Frameworks
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BiSL
• Business Information Services Library• A framework of processes– Supplemented by various publications– Periodically updated library of best practices
• Focused on how business organizations can improve control over their information systems – Demand for business support– Use of information systems– Contracts and other arrangements with IT
suppliersIT Management
Frameworks
©2007 Pultorak & Associates, LTD. All rights reserved.
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BiSL Overall Framework
Source: Frameworks for IT Management p.137 IT Management Frameworks
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BiSL References
• www.bisl.nl• www.aslfoundation.org
IT Management Frameworks
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ISPL
• Information Services Procurement Library
• A systematic approach to tendering and delivering IT projects and services
• Helps organizations understand the services to be acquired and delivered in large-scale settings
• Used to professionalize customer-supplier relationships IT Management
Frameworks
©2007 Pultorak & Associates, LTD. All rights reserved.
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ISPL Deliverable Model
Source: Frameworks for IT Management p.145 IT Management Frameworks
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ISPL References
• www.ispg.nl
IT Management Frameworks
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• MSP• PRINCE2• IPMA Competence Baseline• PMBoK
Project Management Frameworks
• Focus on IT project, program, and portfolio management
©2007 Pultorak & Associates, LTD. All rights reserved.
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MSP
• ‘Managing Successful Programs’• A systematic approach to manage
successful programs to achieve outcomes and realize benefits that are of strategic importance– Program: a specific set of projects
identified by an organization that together will deliver some defined objective, or set of objectives
Project Management Frameworks
©2007 Pultorak & Associates, LTD. All rights reserved.
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MSP Structure
Source: Frameworks for IT Management p.186 Project Management Frameworks
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MSP References
• www.programmes.org – MSP website• www.get-best-practice-co.uk• www.apmgroup.co.uk• www.programmes.org• www.usergroup.org.uk• www.mspug.nl• www.e-program.com
Project Management Frameworks
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PRINCE2
• Projects in Controlled Environments (Prince2)
• De facto best practice project management standard in the UK, widely used in Netherlands and Australia
• A project management method– Distinguishes the management of the
development process from the techniques involved in the development process
Project Management Frameworks
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PRINCE2 Organizational Structure
Source: Frameworks for IT Management p.196Project
Management Frameworks
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PRINCE2 References
• www.get-best-practice.co.uk• www.apmgroup.co.uk• www.prince2.com• www.prnce2.org.uk• www.apmg-network2.com
Project Management Frameworks
©2007 Pultorak & Associates, LTD. All rights reserved.
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IPMA Competence Baseline
• The competence standard for project management
• Issued by the International Project Management Association– The common framework document for
all IPMA Member Associations and Certification Bodies
Project Management Frameworks
©2007 Pultorak & Associates, LTD. All rights reserved.
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IPMA Competence BaselineEye of Competence
Source: Frameworks for IT Management p.221 Project Management Frameworks
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IPMA Competence BaselineReferences
• www.ipma.ch
Project Management Frameworks
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PMBoK
• Project Management Body of Knowledge• Knowledge, concepts, techniques and
skills of the Project Management profession
• Adopts a modern education model for project management
• Fundamental reference for anyone interested in the project management
Project Management Frameworks
©2007 Pultorak & Associates, LTD. All rights reserved.
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PMBoK Five Groups of Processes
Source: Frameworks for IT Management p.209Project
Management Frameworks
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PMBoK References
• www.pmi.org• www.allpm.com• www.gantthead.com• www.pmblvd.com
Project Management Frameworks
©2007 Pultorak & Associates, LTD. All rights reserved.
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Summary and call to action
• IT education should be about people, process, and technology• IT frameworks are vital to ensuring adequate coverage of the
people and process side of IT and should figure highly in IS curricula and career development plans for IS professionals
• Leading IT frameworks include:– Quality Management: TQM, ISO 9000, TickIT, ISO 20000,
ISO27001– Quality Improvement : eSCM-SP, IT Balanced Scorecard,
ITS-CMM, Six Sigma– Governance: AS 8015, COBIT, M_o_R– IT Management: ITIL, eTOM, ASL, BiSL, ISPL– Project Management: MSP, PRINCE2, PMBok,
IPMA Competence Baseline
• Start considering how to further integrate IT frameworks into your curricula or career development plan today
©2007 Pultorak & Associates, LTD. All rights reserved.
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Next Steps
• Learn more about IT frameworks• Read, “Frameworks for IT Management”• http://en.itsmportal.net/books.php?id=35• www.vanharen.net• Visit www.pultorak.com for resources, updates:
• Introductory and implementation presentations, whitepapers, articles, webinars, and links to key resources
• Consulting and education services
• To consider implementing ITIL in your organization– Contact Pultorak at (206) 729-1107 or
©2007 Pultorak & Associates, LTD. All rights reserved.
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Questions and AnswersDavid PultorakChief ExecutivePultorak & Associates, Ltd.2316 NE 65th Street #301 Seattle, WA 98115(206) [email protected]