IT Maintenance: Applied Project Management

IT Maintenance: Applied Project Management modifies project management best practices to improve how IT system maintenance is managed. By taking a fresh look at increasing value and quality of system maintenance in a straightforward and practical way, this book helps readers understand how to apply modified project management best practices. From IT maintenance managers, project managers, and team members to CIOs, readers will:

-Discover cost savings associated with reducing staff
-Improve reporting status and metrics
-Build greater customer satisfaction
-Learn how to perform work consistently
-Decrease staff stress level by stabilizing expectations
-Streamline team operations
-Decrease the manager s ongoing workload

PLUS! This practical reference is organized by process groups similar to the PMBOK® Guide, providing you with applied step-by-step guidance.

Contents:

Part I: Initiating Processes Introduction
-Project Management versus IT System Maintenance
-Outsourcing: The New Challenge

Part II: Planning Processes Scope of Maintenance
-Service Level Agreement
-Service Breakdown Structure
-Cost Estimate
-Transition Planning
-Documentation

Part III: Executing Processes Team Management
-Work Tracking
-Customer Care
-Incidents, Defects, and Enhancements
-Testing

Part IV: Metrics Overall Control Configuration Management
-Cost Control
-Communication and Beyond
-Risk Management

Part V: Assessing and Closing Processes Peer Reviews and Formal Audits
-Customer Survey
-Annual Closeout