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

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