Pro

ject

Go

vern

an

ce &

Man

ag

em

en

t Serv

ices

Po

rtfo

lio

Innovation | Collaboration | Evolution | Results

Project Management Program Management

Planning Governance/Audit

SOFTEL Communications – Complete Project Governance & Program Management Services

Keeping everything progressing towards deadlines and business specifications needs a good plan and an superior

method of delivery. If you need an experienced, tested and trusted Project or Program Governance and Delivery

Service it’s time to talk to SOFTEL Communications.

Today's business challenges are tough and the solutions to overcome these challenges are often complex. Understanding the problems,

communicating to the key project stakeholders, specialists, and mapping out a clear path to results, keeping things on track s is where real

project experience and management maturity can make the difference between success and failure. At SOFTEL, we use proven project

management methodologies and provide the expertise to manage and implement end-to-end complex and large-scale application and

infrastructure projects.

For nearly two decades, we have provided Project Governance & Program Management (PGM) Services driving, supporting, delivering, and

quality control of complex project deliverables, across converged client networks. Our PGM Services begin with scope and definitions and

continue through life cycle deliveries, to quality control monitoring measures. Through our Project, Program and Delivery Managers, we

drive deliverables and take the lead in co-ordinating multiple services, providers, platforms, and developments. Through proven delivery

methodologies, we provide planning and implementation records, reports, and status/progress milestones, ensuring clear communications

between all parties. All of this allows you to simply specify your deliverables and leave the rest to us.

SOFTEL experts work closely with a business enterprise in all aspects of an integrated contact center and across UC strategies from people,

technologies, and processes to operations and best practices. We have extensive implementation and operational experience with a wide

range of Unified Communications Solutions and Contact Center technologies.

SOFTEL Communications PGM Services

Business Partners

Scope of work

Business RequirementsTechnical

Requirements

Stakeholders

Business & Technical High Level Design

Architecture Design Document

Technical Design Document

Pla

nn

ing

Project Plan

Business AnalysisTechnical Integration

TestingBusiness/User Testing Implementation

Deliv

ery

Quality Control & Post-Launch Support

Technical Design Technical Development

Implementing & Overseeing the Project

Plan

Quality Assurance & Milestone Planning

Internal & External Resource Planning

Customer & Supplier Liaison

Go

vern

an

ce

Project Timeline Adherence

Phase Delivery PlanningStakeholders Communique

Scope &

Discovery

Project

Planning

Delivery

Planning

Lifecycle

Delivery

Quality

Assurance

Project/Program Planning Services

SOFTEL Project/Program planning services encompasses every aspect of a complex technical delivery from stakeholders, through suppliers,

external resources, and the internal workforce. Working closely with the stakeholders, we produce, manage, deliver, and govern the delivery

process, ensuring that the people, processes, and technologies remain aligned and working to an agreed timeline of delivery.

DEFINE | MEASURE | ASSESS | IMPLEMENT | CONTROL

Delivery Management Services

SOFTEL Delivery Management is closer to the technical delivery stream, ensuring expertise and knowledge is maintained to ensure

professional deliverables, using industry best practices for Lifecycle Delivery. This is performed by proceeding through a standard technical

delivery method using gates and milestones to move individual elements to unit components, through to solution deliverables.

DESIGN | DEVELOPMENT | TESTING | IMPLEMENTATION | QUALITY ASSURANCE

Project/Program Governance & Management Services

The focus of overall project/program governance, through the SOFTEL Management Service ensures that each aspect of every deliverable

in each work stream is monitored and managed. Maintaining the central governance plan and communicating events and milestones,

SOFTEL’s Governance Services provide an overarching framework on how every aspect of a project or program will be managed and executed

to deliver the intended project goals.

PROGRAMS | PROJECTS | PLANS | TRACKING | GOVERNANCE

Scope of Work Outlining the deliverables scaled to a business or enterprises’ expectations, timings, availability, conditions, and

current state for future delivery.

Stakeholders Identifying stakeholders, methods of communication, strategic input requirements, outlining tasks,

responsibilities, deliverables, and engagements.

Supporting

Documents

Overseeing provision of project/program life cycle documentation, including design, development, testing,

implementation, and quality control measures.

Project

Planning

Creating, managing, amending, updating, and maintaining the distribution of the project/program plans as

living documents.

Business Analysis Using the outlined deliverables and supporting use cases, business analysis determines the absolute line items

for delivery from a technical and business delivery team.

Technical Design Based on the business analysis, the interpretation/specification of requirements into technical design by

applying use cases and requirements scoring techniques.

Delivery Life

Cycle

Using the chosen method of delivery (Waterfall, Agile or a hybrid model) to oversee and manage the delivery

lifecycle.

Project

Management

To check, compare and approve deliverables, in line with the project plan, including issues/resolutions, change

requests and the change log.

Governance Acting as the Single Point of Contact (SPOC) for the project/program deliverables. Ensuring individual project

plans and line item deliverables adhere to the program plans and business requirements.

Management Managing line personnel delivery managers, designers, developers, testers, implementation specialists,

operational support staff, peripheral/external resources, and specialists.

Communications From project to program by ensuring all plans, documents, reports, communiques, updates, issues, change

requests, change logs, milestones, suppliers, resources, and peripherals are managed from the SPOC.

Resourcing Ensuring internal and external resourcing is managed, qualified, engaged, and monitored, throughout the

project/program delivery.

Innovation | Collaboration | Evolution | Results

Standard (Single) Project Delivery Management Services - Small/Medium Deliveries During single (contact center platform) deliveries, SOFTEL focuses expertise on the technologies being deployed, using a vendor-specific

method to ensure line items are delivered in line with their recommendations. Industry experts, engineers, developers, and testing specialists

are engaged to ensure every aspect of a technical delivery is produced through Professional Services.

Multiple Projects & Program Delivery Management Services - Medium/Large Deliveries During mutliple (Unified Communication platform) deliveries, across physical locations, and multiple contact centers, SOFTEL gathers mutliple

vendor delivery methods, applying them to a central plan of delivery. Program Governance and monitoring ensures deliverables, resources,

technologies, processes, and infrastructure remain aligneded, throughout;

Why SOFTEL Project/Program Governance Services? SOFTEL has been providing support services to contact enters for over two decades, in sectors such as Finance, Health Care, Retail, Utilities

and Transportation. Our knowledge of project delivery and governance services across solutions, platforms and operations, combined with

our experience in contact center environments, provides a professional, front-line service that has benefitted dozens of leading global

organizations, who operate complex Unified Communications technologies. We understand the bottom line. Project and program slippages

create operational backlogs, extend the schedule, and increase the budget. With industry level project delivery methods and program

controls, SOFTEL’s Project Governance and Program Management Services offer superior support and drive to your operations. We are

dedicated to providing clear, concise, and viable project and program plans while delivering to scheduled deadlines. We show project and

program progress in action. Our planning and support delivery tools allow stakeholders access to the progress being made through each

deliverable, including key milestones, issues, change logs, and overall progression. As your effectual governing body for project and program

deliverables, our dedicated teams provide day-to-day management of your deliverables. Our team members are on-hand to manage the

tactical and strategic aspects of your project and program operations, while maintaining the vital role of delivering to your specifications.

SOFTEL is passionate about providing Best in Class Program Governance Services to your Unified

Communications & contact centers. To find out more about our unique Service Packages, contact us today;

© SOFTEL Communications 2015

Platforms Solutions Applications Middleware

Networks Operating Systems Virtual Machines Capacity Management

Data Services Cloud/Hybrid Services Architecture Planning Interoperability

Development Testing Implementation Quality Assurance

Documentation Reporting Interoperability Versioning

CISCO Avaya Genesys Microsoft

Nuance Oracle IBM VMWare

AD/LDAP SOFTEL Application

Development

SOFTEL Infrastructure &

Software Services External Vendors