Service Assurance Agent A Complete Guide - 2020 Edition. Gerardus Blokdyk

      BEGINNING OF THE

      SELF-ASSESSMENT:

      Table of Contents

      About The Art of Service7

      Included Resources - how to access7

      Purpose of this Self-Assessment9

      How to use the Self-Assessment10

      Service Assurance Agent

      Scorecard Example12

      Service Assurance Agent

      Scorecard13

      BEGINNING OF THE

      SELF-ASSESSMENT:14

      CRITERION #1: RECOGNIZE15

      CRITERION #2: DEFINE:27

      CRITERION #3: MEASURE:43

      CRITERION #4: ANALYZE:58

      CRITERION #5: IMPROVE:74

      CRITERION #6: CONTROL:91

      CRITERION #7: SUSTAIN:103

      Service Assurance Agent and Managing Projects, Criteria for Project Managers:128

      1.0 Initiating Process Group: Service Assurance Agent129

      1.1 Project Charter: Service Assurance Agent131

      1.2 Stakeholder Register: Service Assurance Agent133

      1.3 Stakeholder Analysis Matrix: Service Assurance Agent134

      2.0 Planning Process Group: Service Assurance Agent136

      2.1 Project Management Plan: Service Assurance Agent138

      2.2 Scope Management Plan: Service Assurance Agent140

      2.3 Requirements Management Plan: Service Assurance Agent142

      2.4 Requirements Documentation: Service Assurance Agent144

      2.5 Requirements Traceability Matrix: Service Assurance Agent146

      2.6 Project Scope Statement: Service Assurance Agent148

      2.7 Assumption and Constraint Log: Service Assurance Agent151

      2.8 Work Breakdown Structure: Service Assurance Agent153

      2.9 WBS Dictionary: Service Assurance Agent155

      2.10 Schedule Management Plan: Service Assurance Agent158

      2.11 Activity List: Service Assurance Agent160

      2.12 Activity Attributes: Service Assurance Agent162

      2.13 Milestone List: Service Assurance Agent164

      2.14 Network Diagram: Service Assurance Agent166

      2.15 Activity Resource Requirements: Service Assurance Agent168

      2.16 Resource Breakdown Structure: Service Assurance Agent169

      2.17 Activity Duration Estimates: Service Assurance Agent171

      2.18 Duration Estimating Worksheet: Service Assurance Agent174

      2.19 Project Schedule: Service Assurance Agent176

      2.20 Cost Management Plan: Service Assurance Agent178

      2.21 Activity Cost Estimates: Service Assurance Agent180

      2.22 Cost Estimating Worksheet: Service Assurance Agent182

      2.23 Cost Baseline: Service Assurance Agent184

      2.24 Quality Management Plan: Service Assurance Agent186

      2.25 Quality Metrics: Service Assurance Agent188

      2.26 Process Improvement Plan: Service Assurance Agent190

      2.27 Responsibility Assignment Matrix: Service Assurance Agent192

      2.28 Roles and Responsibilities: Service Assurance Agent194

      2.29 Human Resource Management Plan: Service Assurance Agent196

      2.30 Communications Management Plan: Service Assurance Agent198

      2.31 Risk Management Plan: Service Assurance Agent200

      2.32 Risk Register: Service Assurance Agent202

      2.33 Probability and Impact Assessment: Service Assurance Agent204

      2.34 Probability and Impact Matrix: Service Assurance Agent206

      2.35 Risk Data Sheet: Service Assurance Agent208

      2.36 Procurement Management Plan: Service Assurance Agent210

      2.37 Source Selection Criteria: Service Assurance Agent212

      2.38 Stakeholder Management Plan: Service Assurance Agent214

      2.39 Change Management Plan: Service Assurance Agent216

      3.0 Executing Process Group: Service Assurance Agent218

      3.1 Team Member Status Report: Service Assurance Agent220

      3.2 Change Request: Service Assurance Agent222

      3.3 Change Log: Service Assurance Agent224

      3.4 Decision Log: Service Assurance Agent226

      3.5 Quality Audit: Service Assurance Agent228

      3.6 Team Directory: Service Assurance Agent230

      3.7 Team Operating Agreement: Service Assurance Agent232

      3.8 Team Performance Assessment: Service Assurance Agent234

      3.9 Team Member Performance Assessment: Service Assurance Agent237

      3.10 Issue Log: Service Assurance Agent239

      4.0 Monitoring and Controlling Process Group: Service Assurance Agent241

      4.1 Project Performance Report: Service Assurance Agent243

      4.2 Variance Analysis: Service Assurance Agent245

      4.3 Earned Value Status: Service Assurance Agent247

      4.4 Risk Audit: Service Assurance Agent249

      4.5 Contractor Status Report: Service Assurance Agent251

      4.6 Formal Acceptance: Service Assurance Agent253

      5.0 Closing Process Group: Service Assurance Agent255

      5.1 Procurement Audit: Service Assurance Agent257

      5.2 Contract Close-Out: Service Assurance Agent260

      5.3 Project or Phase Close-Out: Service Assurance Agent262

      5.4 Lessons Learned: Service Assurance Agent264

      Index266

      CRITERION #1: RECOGNIZE