Enterprise Service Management A Complete Guide - 2020 Edition. Gerardus Blokdyk
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Название: Enterprise Service Management A Complete Guide - 2020 Edition

Автор: Gerardus Blokdyk

Издательство: Ingram

Жанр: Зарубежная деловая литература

Серия:

isbn: 9781867461319

isbn:

СКАЧАТЬ my belief,

      the answer to this question is clearly defined’.

      There are two ways in which you can choose to interpret this statement;

      1.how aware are you that the answer to the question is clearly defined

      2.for more in-depth analysis you can choose to gather evidence and confirm the answer to the question. This obviously will take more time, most Self-Assessment users opt for the first way to interpret the question and dig deeper later on based on the outcome of the overall Self-Assessment.

      A score of ‘1’ would mean that the answer is not clear at all, where a ‘5’ would mean the answer is crystal clear and defined. Leave emtpy when the question is not applicable or you don’t want to answer it, you can skip it without affecting your score. Write your score in the space provided.

      After you have responded to all the appropriate statements in each section, compute your average score for that section, using the formula provided, and round to the nearest tenth. Then transfer to the corresponding spoke in the Enterprise Service Management Scorecard on the second next page of the Self-Assessment.

      Your completed Enterprise Service Management Scorecard will give you a clear presentation of which Enterprise Service Management areas need attention.

      Enterprise Service Management

      Scorecard Example

      Example of how the finalized Scorecard can look like:

      Enterprise Service Management

      Scorecard

      Your Scores:

      BEGINNING OF THE

      SELF-ASSESSMENT:

      Table of Contents

      About The Art of Service8

      Included Resources - how to access8

      Purpose of this Self-Assessment10

      How to use the Self-Assessment11

      Enterprise Service Management

      Scorecard Example13

      Enterprise Service Management

      Scorecard14

      BEGINNING OF THE

      SELF-ASSESSMENT:15

      CRITERION #1: RECOGNIZE16

      CRITERION #2: DEFINE:28

      CRITERION #3: MEASURE:44

      CRITERION #4: ANALYZE:59

      CRITERION #5: IMPROVE:75

      CRITERION #6: CONTROL:91

      CRITERION #7: SUSTAIN:104

      Enterprise Service Management and Managing Projects, Criteria for Project Managers:129

      1.0 Initiating Process Group: Enterprise Service Management130

      1.1 Project Charter: Enterprise Service Management132

      1.2 Stakeholder Register: Enterprise Service Management134

      1.3 Stakeholder Analysis Matrix: Enterprise Service Management135

      2.0 Planning Process Group: Enterprise Service Management137

      2.1 Project Management Plan: Enterprise Service Management139

      2.2 Scope Management Plan: Enterprise Service Management141

      2.3 Requirements Management Plan: Enterprise Service Management143

      2.4 Requirements Documentation: Enterprise Service Management145

      2.5 Requirements Traceability Matrix: Enterprise Service Management147

      2.6 Project Scope Statement: Enterprise Service Management149

      2.7 Assumption and Constraint Log: Enterprise Service Management151

      2.8 Work Breakdown Structure: Enterprise Service Management153

      2.9 WBS Dictionary: Enterprise Service Management155

      2.10 Schedule Management Plan: Enterprise Service Management158

      2.11 Activity List: Enterprise Service Management160

      2.12 Activity Attributes: Enterprise Service Management162

      2.13 Milestone List: Enterprise Service Management164

      2.14 Network Diagram: Enterprise Service Management166

      2.15 Activity Resource Requirements: Enterprise Service Management168

      2.16 Resource Breakdown Structure: Enterprise Service Management169

      2.17 Activity Duration Estimates: Enterprise Service Management171

      2.18 Duration Estimating Worksheet: Enterprise Service Management173

      2.19 Project Schedule: Enterprise Service Management175

      2.20 Cost Management Plan: Enterprise Service Management177

      2.21 Activity Cost Estimates: Enterprise Service Management179

      2.22 Cost Estimating Worksheet: Enterprise Service Management181

      2.23 Cost Baseline: Enterprise Service Management183

      2.24 Quality Management Plan: Enterprise Service Management185

      2.25 Quality Metrics: Enterprise Service Management187

      2.26 Process Improvement Plan: Enterprise Service Management189

      2.27 Responsibility Assignment Matrix: Enterprise Service Management191

      2.28 Roles and Responsibilities: Enterprise Service Management193

      2.29 Human Resource Management Plan: Enterprise Service Management195

      2.30 Communications Management Plan: Enterprise Service Management197

      2.31 Risk Management Plan: Enterprise Service Management199

      2.32 Risk Register: Enterprise Service Management201

      2.33 Probability and Impact Assessment: Enterprise Service Management203

      2.34 Probability and Impact Matrix: Enterprise Service Management205

      2.35 СКАЧАТЬ