During the build phase for the Center of Excellence the following list of deliverables should be considered:
Operational: - Resource model
- Funding Model
- Communications Plan
Process: - Governance Model
- Project Plan
- Documentation Standards
- End-to-End Process
As with any project, a phased implementation approach should be taken. A phased approach can also be taken with roll-out and components of the Center of Excellence can be implemented over time. For example Service & Support and People Management components may be implemented initially and other areas engaged as the need emerges.
Business Scope of the Center of Excellence The following areas could fall within the scope of a mature Center of Excellence
Strategy & BI Management Standards, Principles, Analysis Reporting - The CoE should be tasked with assistance with the strategic planning process for enterprise information systems. This area should also be tasked with alignment of the CoE capabilities to enterprise-wide IT initiatives and principles. In conjunction with this effort this competency will have involvement in the identification, adoption and maintenance of enterprise-wide data standards and determining the policies and procedures for data usage and reporting.
People Management: - Communication - Consideration of the communication required to users, including for example, release notes, training notifications etc.
- Training – Development and coordination of programs for Center of Excellence staff and end users
- Vendors – Engagement and coordination of external vendors
- Resource Management – deployment and management of internal resources
Process Management: - End-to-End Process Management – definition and ownership of end-to-end business process
- Business Performance Management – identification and reporting of key business performance measurements and User Adoption
Design Management: - Requirements Definition – Identification and management of business/IT requirements. This function is the conduit between the Center of Excellence clients and Center of Excellence Technical team to identify, communicate and realize business requirements
- End-to-End Process and Data Design – Design and development of workflow related business process
Technology Scope of the Center of Excellence Environment Management: - Change Control - Approval and prioritization of Change Requests and scheduling of releases
- Performance Monitoring – Monitoring of key performance measures
- Management of Production and Test environments and co-ordination of training and testing environment requests
Service and Support: - Help Desk – this function performs the following task and is the “front line” of the Center of Excellence
- General application and business process related queries
- Questions and Queries relating to data and reporting
- Support requests relating to business processes that are being changed or introduced as part of an implementation or change
- End user follow-up questions following training attendance
- SLA’s – Liaise with other internal and external service providers to ensure that Service Levels are managed and met
Development & Testing Management: - Test Management - Development and execution of regression testing and end-to-end testing
- Change Migration - Management of change migration policies and procedures
Technical Architecture: - Integration, Application and Data Architecture - development and implementation of technical architecture initiatives in the context of how those initiatives will meet the needs of the organization
- Technology – Identification and implementation of technology infrastructure
- Development Standards – Definition and management of configuration standards
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