PROJ-01b » Project Kickoff and Planning

Service Blueprint Bricks » IT Projects Series

Process Details

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Process Description

Service engagements are successful only when the delivered outcomes match client expectations. Frequently, the nature of the sales process does not permit a comprehensive review of the service and how it will be delivered. As a result, the first major activity for engaging with a new client must be to ensure that the client understands the offering in depth.

PROJECT Module 01b, Project Kickoff and Planning, provides the process framework for setting a new client's expectation for service outcomes, delivery methodology, and service levels for the technology solutions purchased by the client.

The Project Kickoff session includes a review of solution features and capabilities, and, if appropriate, a demonstration of the technology. It also covers the scope and methodology for the implementation project.

The Project Planning session reviews each phase of the implementation project in greater detail and sets expectations for information and decisions required from the client.

This module consists of the Module Overview Diagram plus 6 pages of detailed process maps personalized for your company.

Benefits
Components
  • Fewer satisfaction issues due to inaccurate client expectations
  • Improved client compliance with the project methodology results in fewer project delays

Included with your first Service Blueprint Brick for a series:

  • Life Cycle Diagram depicting process modules for the service offering
  • Tutorial on "How to read a Service Blueprint"
  • Kaizen-based guide on "How to deploy a Service Blueprint module"

Included with each Service Blueprint Brick:

  • 11x17 and Legal  PDF versions (A3 version for international clients)
  • Detail Report (describing roles, systems, documents, and KPIs for the module)
  • Task Report (listing all of the onstage and backstage tasks in the process module)
  • Personalization with your logo, roles, and service automation systems

Additional features for Service Blueprint Subscription clients:

  • Editable native MS Visio version of the Service Blueprint
  • Accompanying AntFarm tools and templates such as agendas, project plans, planning tools
  • Access to online Service Blueprint training
Objectives
Entry Conditions
Exit Conditions
Process Topics
KPIs / Metrics

The goals of this process are to:

  • Set client expectations for solution features and capabilities
  • Familiarize client with the project scope and methodology
  • Ensure client understands their responsibilities for the project
  • Obtain client contact information for the project
  • Schedule the next activities in the project

At the onset of this process:

  • {Project Mgr} and engineering resources are assigned for the project
  • Project is set up in back office systems
  • Project planning documents have been initiated
  • Sales to Services Transition and Internal Kickoff have occurred
  • Project Kickoff session is scheduled
  • Tentative project go-live date is defined

Upon completion of this process:

  • Project Kickoff and Planning Sessions are complete
  • Technical Discovery, Solution Design, and Implementation Planning sessions have been scheduled
  • Recurring Status Reviews have been scheduled
  • Meeting minutes and updated project documents are forwarded to the client
  • Initial Risk Assessment is complete; Critical Risks are reviewed with client (if appropriate)

This process module includes these sub-processes:

  • 01b.01 Project Kickoff Session
  • 01b.02 Project Planning Session
  • 01b.03 Project Risk Assessment

These metrics and KPIs provide an indication of process performance:

  • Go-Live Issues
  • Client Satisfaction - Project Management
  • Client Adoption Rate for Service Procedures
  • On-time Go-Live Rate

Process Overview Diagram