The PMO as a Service Provider

Professional Paper

De: Rania Al-Maghraby

Narrado por: Virtual Voice

In this paper, I will show how the Project Management Office (PMO) can be viewed as a service provider, and in turn how service management concepts can be applied on the PMO to provide its services to the intended customers. I draw from ITIL and other service management best practices, showing how this can be applied in implementing and providing the PMO services regardless of the specific industry of the projects being implemented by the organization that the PMO is servicing, whether IT projects or others. I will first discuss the PMO services, and creating a service catalog for the PMO. Then the discussion moves to the Service Level Agreement (SLA) for the services provided by the PMO. Each of the stages of the service lifecycle as defined in ITIL service management framework will then be addressed as applied on the PMO services, starting from service strategy, design, transition, operation, and continual service improvement of the PMO services. An example for the PMO Service Catalog is provided in Appendix ‘A’, and an example for the PMO SLA is provided in Appendix ‘B’.