Richard M. Kesner Hands-On Project Office

Annotation

Economic pressures have forced IT executives to demonstrate the immediate and calculable ROI of new technology deployments. Unfortunately, existing IT service delivery often drifts without serious thought as to how process improvements could lead to higher performance and customer satisfaction. This volume offers processes, techniques, and tools that IT managers can use to improve the delivery of IT products and services. This compendium details simple frameworks, practical tools, and proven best practices for successful IT project management. By explaining how to streamline the functions that capture and report information about IT delivery, the author clarifies roles, responsibilities, customer expectations, and performance measures, resulting in improved service and efficiency. Emphasizing the establishment of processes that result in repeatable success, the book provides quickly implementable solutions for IT personnel faced with the daily management of large, complex systems.