TestPros Service Management
TestPros’ approach to Program, Project and Service Management is based on industry best practices, and evolves as they do. We use a formal, comprehensive service management methodology based on the Project Management Institute’s Project Management Body of Knowledge (PMI PMBOK), ITIL standards for Information Technology Service Management (ITSM), and the Software Engineering Institute (SEI) Capability Maturity Model Integrated (CMMI) best practices.
TestPros’ Service Management approach begins with a formally planned startup/transition-in for each project/task, and is managed through final delivery and disposition, detailing individual tasks, resources, schedule, assumptions, dependencies, and risks. We break down each project task into a series of management areas, and each area into the activity phases of Initiate, Plan, Execute, Control, and Close. The activities are time-phased and assigned resources in an Project Management Plan (PMP) that we develop using MS Project and/or MS Office applications. We draft a PMP for delivery, either as part of a proposal or after contract award, which describes the project’s organizational structure, provides a Work Breakdown Structure (WBS) including applicable milestones, a detailed project plan, policies, processes, procedures, tools, and supporting subsidiary plans.
TestPros’ Service Management approach is based on ITIL v3 best practices. For each service area, we develop a Service Strategy based on our existing methods aligned with client requirements, develop a Service Design (contained in associated SOPs) addressing all key elements to deliver support in each delivery area, execute a Service Transition to implement the design, and establish Service Operations to execute all established process and procedures consistently. We develop, monitor, and evaluate objective and subjective metrics to improve service continually in each area. Because our experience with similar independent testing efforts for federal customers provides a foundation of policies, procedures, templates, etc., we are able to ramp up quickly and refine delivery on an ongoing basis.
In addition to managing our own work, TestPros assists our clients to implement the same industry standards to better control their full system development environment.
TestPros has been the prime contractor for the successful delivery of over 125 contracts for government and commercial clients, and have assisted multiple clients to implement best practices within their organizations. We are happy to provide extensive references and past performance detail as requested.