Hands-on Project Office: Guaranteeing ROI and on-Time Delivery Book

	Web Site Table of Contents
	Preface
	Introduction
1	The Three Pillars of IT Delivery - Problem Resolution, Service Requests, and Projects	1
2	The Project Management Office Business Model	25
3	Alignment and Planning - Doing the Right Things	57
4	Modeling and Managing Service Delivery	89
5	Project Delivery and the Project Management Life Cycle	115
6	Collecting and Capturing Business Requirements for IT Projects	147
7	Managing Lessons Learned - The Reuse and Repurposing of IT Organizational Knowledge: A Case Study	171
8	Architecting Success - The Role of Sensible IT Architecture Management in Successful Service Delivery: A Case Study	199
9	Conclusions - The ROI of the PMO	225
App. A	IT Project Justification Template	247
App. B	IT Annual Plan Template	253
App. C	PMO Value Calculation - Model and Template	263
App. D	Service Level Agreement Template	271
App. E	Project Management Life-Cycle Framework	283
App. F	Project Leadership Questionnaire for Change Management Projects	295
App. G	IT Project Risk Management Matrix	301
App. H	Commitment Document Template	305
App. I	Master Project Schedule Template	317
	App. J: Glossary	321
	App. K: Selected Readings	329
	Index	335