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 EXCEED
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Founded in 1998
Small Disadvantaged Business
ISO 9001:2008 Certified
ISO 20000-1:2011 Certification in Process
MDOT MBE Certified
VA SWAM Certified
Headquartered in Lanham, MD
125 Employees
Exemplary Performance Record
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Service Offerings
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Document Management – Records Processing, Scanning/Imaging, File Operations,
Data Entry
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Enterprise Service Desk – Helpdesk, Contact Center, IT Operations and Maintenance
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Integrated Security Consulting – IT/Physical Security, Policies/Procedures,
Threat/Risk Assessment
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Integrated Systems Design and Planning – Technical Data Development,
Configurations, CONOPS
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Systems Integration and Implementation – Physical, Electronic, and IT Security
Integration
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Acquisition Support – Procurement Support, Contract Close-out, Grants Management
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PMO Definition
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A PMO is an organizational body or entity assigned various responsibilities
related to the centralized and coordinated management of those projects
under its domain - PMBOK
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Other responsibilities include:
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Manage shared resources across all projects
Identify and develop a project management methodology, best practices, and standards
Coach, mentor, train, and provide oversight
Monitor compliance with project management standards, policies, procedures, and templates
via project audits
Develop and manage project policies, procedures, templates, and other shared
documentation
Coordinate communication
A strategic driver for organizational excellence
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Why have a PMO???
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PMO Benefits
• Projects 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 business
– If 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 project
– The PMO monitors the project plan and budget throughout the lifecycle
to ensure that the project remains on track, and that resources are
available as needed
– These activities increase the number of projects completed on time, on
budget and in scope
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PMO Benefits
• Project Management Competence Increases:
– Skill and competence of project management activities improve over
time
– Formal 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 templates
– These templates are revised as often as necessary to ensure that the
right type of documentation is being created
– Clear guidance is provided to ensure that the minimum number of
documents are created for any particular project
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EXCEED’s PMO
• EXCEED’s PMO is managed by certified Project Management
Professionals (PMPs) and ITIL certified Project Managers
• EXCEED’s PMO framework abides by International Organization for
Standardization (ISO) 9001:2008 and ISO 20000-1:2011 standards
• EXCEED’s 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 costs
• EXCEED’s PMO is a centralized team striving to bring
standardization to projects within the company
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EXCEED’s PMO
• The PMO provides:
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Industry standards
Processes
Templates
Metrics
Knowledge Base
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Industry Standards
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EXCEED’s 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
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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 stakeholders
– Over 1M organizations worldwide are certified
– One of the most widely used management tools in the world
– EXCEED is currently certified
– Our QMS supports:
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Operations
Business Development
Human Resources
Contracts and Administration
Purchasing
Finance
Information Technology
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Industry Standards
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As an ISO 9001:2008 certified organization, we maintain a Quality
Management System (QMS). This system ensures our:
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Operating policies and procedures are standardized
Quality processes are repeatable and quality driven
Process improvements are continuous actions that are monitored to completion
Performance meets and exceeds the clients objectives
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Client Satisfaction
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Reliability
Cost
Accuracy
Delivery/timeliness
Quality
Business Relations
Personnel
Customer Support
Responsiveness
Sub-contractors (if applicable)
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Client Satisfaction
• December 2011 Client Satisfaction Survey:
– Surveyed 10 clients
– Overall rating of:
4.92
Key: 5.0 - 4.1 = Excellent
Key: 4.0 - 3.1 = Above Average
Key: 3.0 - 2.1 = Average
2011 – 4.96
2010 – 4.90
2009 – 4.91
2008 – 4.93
2007 – 4.90
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Industry Standards
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ISO 20000-1:2011
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First international standard for IT service management
Established in 2005 and revised in 2011
Growing quickly because of the close alignment with ITIL principles
Organizations that achieve certification can apply techniques to government
contracts
– The “Standard” is comprised of ten sections:
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Scope
Terms & Definitions
Planning and Implementing Service Management
Requirements for a Management System
Planning & Implementing New or Changed Services
Service Delivery Processes
Relationship Processes
Control Processes
Resolution Processes
Release Process
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ISO 20000-1:2011
Service Management
Framework
BS ISO/IEC 20000-1:2011
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Service Management
Framework
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ISO 20000 requires the application of the methodology known as “Plan-DoCheck-Act” (W. Edwards Deming) to all parts of the Service Management
System:
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PLAN: Establish, document, and agree to the SMS to include policies, objectives, plans and
processes to fulfill the service requirement
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DO: Implement and operate the SMS for the design, transition, delivery and improvement of
services
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CHECK: Monitor, measure, and review the SMS and the services against the policies,
objectives, plans, and service requirements and reporting the results
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ACT: Take actions to continually improve performance of the SMS and the services
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ISO 20000-1:2011
Service Delivery Processes
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ISO 20000-1:2011
Relationship Management
Processes
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ISO 20000-1:2011
Resolution Processes
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ISO 20000-1:2011
Control Processes
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PMO Build-out
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Industry Standards
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Project Management Institute (PMI)
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World’s 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 profession
Approximately 370,000 certified PMPs located in 185 countries
Government, 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
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PMBOK Processes
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Industry Standards
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ITIL v3
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Pronounced “idle”
Established in the mid-1990’s by the UK government who wanted to identify efficiencies from
IT services and learn how the most successful organizations approached service
management
Serves as the definitive guide to best practices in IT
Not limited to IT!
Best practices lead to good practices and good practices lead to best practices
Standards for “service management”
Microsoft adopted ITIL in 2000
Has gone from 30 titles to 5 (23 processes)
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ITIL Processes
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Processes
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Our PMO ensures all projects go through a review for applicable
implementation of the PMBOK’s 42 processes for project management and
when applicable, ITIL’s 23 processes for IT service management, all the
while maintaining compliance w/ ISO 9001:2008 and ISO 200001:2011standards
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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.
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The outcomes of these processes produces “artifacts and evidence” which
are needed to maintain ISO certifications and future CMMI certification
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Templates
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Our PMO will provide standardized templates for all contracts:
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Project Charter
Feasibility Study
Business Case
Project Management Plan
Change Management
Communications Management
Cost Management
HR Management
Procurement Management
Quality Management
Risk Management
Risk Register
Schedule Management
Work Breakdown Structure
Scope Management
Transition Out Planning
Lessons Learned
Project Acceptance
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Metrics
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Over 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 Manager’s status report
– This will work in coordination with our current ISO metrics
• Client Satisfaction Surveys
– Profitability margins
– Yellow, red, green ratings
– A “value-add” to the client
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Knowledge Base
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The PMO will build, maintain, and share a knowledge base of lessons
learned and best practices from previous contracts:
– Organizational process assets
– Lessons learned database
– Everyone should contribute
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Challenges
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Executive level management must be on board and support 100%
Employee support is also critical
Implementing a process culture
Documentation, documentation, and more documentation
– Understanding the purpose behind the extra work!
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Training
Enforcement in a positive way
Audits
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Internal
External
Staying current
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Successful PMO
Implementation
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Questions and Discussion
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