Enterprise Service Management A Complete Guide - 2020 Edition - Gerardus Blokdyk

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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 Risk Data Sheet: Enterprise Service Management207

      2.36 Procurement Management Plan: Enterprise Service Management209

      2.37 Source Selection Criteria: Enterprise Service Management211

      2.38 Stakeholder Management Plan: Enterprise Service Management213

      2.39 Change Management Plan: Enterprise Service Management215

      3.0 Executing Process Group: Enterprise Service Management217

      3.1 Team Member Status Report: Enterprise Service Management219

      3.2 Change Request: Enterprise Service Management221

      3.3 Change Log: Enterprise Service Management223

      3.4 Decision Log: Enterprise Service Management225

      3.5 Quality Audit: Enterprise Service Management227

      3.6 Team Directory: Enterprise Service Management230

      3.7 Team Operating Agreement: Enterprise Service Management232

      3.8 Team Performance Assessment: Enterprise Service Management234

      3.9 Team Member Performance Assessment: Enterprise Service Management237

      3.10 Issue Log: Enterprise Service Management239

      4.0 Monitoring and Controlling Process Group: Enterprise Service Management241

      4.1 Project Performance Report: Enterprise Service Management243

      4.2 Variance Analysis: Enterprise Service Management245

      4.3 Earned Value Status: Enterprise Service Management247

      4.4 Risk Audit: Enterprise Service Management249

      4.5 Contractor Status Report: Enterprise Service Management251

      4.6 Formal Acceptance: Enterprise Service Management253

      5.0 Closing Process Group: Enterprise Service Management255

      5.1 Procurement Audit: Enterprise Service Management257

      5.2 Contract Close-Out: Enterprise Service Management260

      5.3 Project or Phase Close-Out: Enterprise Service Management262

      5.4 Lessons Learned: Enterprise Service Management264

      Index266

      CRITERION

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