Project Management

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PMO Communication with operational level

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Sameer AL-Omari Senior Management Consultant| Devoteam Group Saudi Arabia
Dear all

I hope you can help me on this

We have a problem in our organization which is at certain point during execution phase of the project we need some input from operation leve(server access, some inputs, security issues to be resolved) and so on..

The communication sometimes is getting lost and not controlled
We need an approach to control the communication at all levels PMO to SDLC TO OPERATIONS and vice-versa

Is there any framework we can refer to?? Or a tool that can help on this
Mainly we need something to present first so appreciated to suggest a something presentable (approach, framework) and then we can propose a tool

Thank you
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Sergio Luis Conte Helping to create solutions for everyone| Worldwide based Organizations Buenos Aires, Argentina
I think I do not understand your point. In my case what you stated is solved because we add those people as project stakeholders then we engage then from the beginning.
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Kiron Bondale Retired | Mentor| Retired Welland, Ontario, Canada
Sameer -

I'd agree with Sergio that this is a question of stakeholder analysis and engagement planning coupled with communications planning. Then, if issues emerge while working these plans, you'd need to inspect and adapt your approach and update the plans accordingly.

Kiron
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Elizabeth Harrin Director| RebelsGuideToPM.com London, England, United Kingdom
Agree with what has already been posted. You know you need the input from the Ops team, so engage them at the start and manage it via 'normal' project comms. If you don't know you need them, engage them anyway and then they can always stand down if it turns out they aren't required.
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Sameer AL-Omari Senior Management Consultant| Devoteam Group Saudi Arabia
thank you all for your replies

the case is the operations is out of SDLC ,
the SDLC combined of BA, Quality , Developers
when we reach a stage the developers fror example need a request from L1 operation support for example , and L1 delayed in the response how can we control this flow to avoid project execution delay and justify this to the upper management .

the teams within SDLC during the progress meetings always complain about this delay from L1 side and this leads to delay of the project delivery

your advises is highly appreciated .
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1 reply by Tarun Nair
Jun 19, 2020 9:17 PM
Tarun Nair
...
If I understood correctly it is about engagement and support from the operations which you need during the project execution and you are struggling to get that support.
If my understanding is correct than it is still part of stakeholders engagement by giving them prior information and getting commitment for their support in time.
In this particular case this looks to be missing and you may need to look to get options to get a commitment soon.
One possibility could be to engage them with fisrt with information on criticality of topics and their involvement on them.
Engage correct people in discussion (authority and influence in operations to get an immediate support ).
Involving your management to influence the support request.

This may help in avoiding present and future problems. Hope this helps.
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Tarun Nair Adoor, Kerala, India
Jun 19, 2020 5:48 PM
Replying to Sameer AL-Omari
...
thank you all for your replies

the case is the operations is out of SDLC ,
the SDLC combined of BA, Quality , Developers
when we reach a stage the developers fror example need a request from L1 operation support for example , and L1 delayed in the response how can we control this flow to avoid project execution delay and justify this to the upper management .

the teams within SDLC during the progress meetings always complain about this delay from L1 side and this leads to delay of the project delivery

your advises is highly appreciated .
If I understood correctly it is about engagement and support from the operations which you need during the project execution and you are struggling to get that support.
If my understanding is correct than it is still part of stakeholders engagement by giving them prior information and getting commitment for their support in time.
In this particular case this looks to be missing and you may need to look to get options to get a commitment soon.
One possibility could be to engage them with fisrt with information on criticality of topics and their involvement on them.
Engage correct people in discussion (authority and influence in operations to get an immediate support ).
Involving your management to influence the support request.

This may help in avoiding present and future problems. Hope this helps.
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Thomas Walenta Global Project Economy Expert Hackenheim, Germany
Well, trying some empathy here:

Assuming L1 support has a contract with the organization and SLAs and project support is not mentioned in there nor their procedures and there are no SLAs for developer requests.

So why should they be willing and be able to help?
This is expectation management.

The action would be to talk with their manager, be prepared to fund extra support and see if they can help.

The probably faster option would be to establish a own support by the project (if big enough).

And think about change management, enable L1/L2 support to handle the new system, otherwise they again look dumb if the users of the system. Maybe establish L3 for some time after GoLive (we called this hypercare).

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