answer to this question is clearly defined’.
There are two ways in which you can choose to interpret this statement;
1.how aware are you that the answer to the question is clearly defined
2.for more in-depth analysis you can choose to gather evidence and confirm the answer to the question. This obviously will take more time, most Self-Assessment users opt for the first way to interpret the question and dig deeper later on based on the outcome of the overall Self-Assessment.
A score of ‘1’ would mean that the answer is not clear at all, where a ‘5’ would mean the answer is crystal clear and defined. Leave emtpy when the question is not applicable or you don’t want to answer it, you can skip it without affecting your score. Write your score in the space provided.
After you have responded to all the appropriate statements in each section, compute your average score for that section, using the formula provided, and round to the nearest tenth. Then transfer to the corresponding spoke in the Service Assurance Agent Scorecard on the second next page of the Self-Assessment.
Your completed Service Assurance Agent Scorecard will give you a clear presentation of which Service Assurance Agent areas need attention.
Service Assurance Agent
Scorecard Example
Example of how the finalized Scorecard can look like:
Service Assurance Agent
Scorecard
Your Scores:
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
