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					MRF Risk Assessment Matrix                                                 Category                                                            1 of 20



MRF Risk Management Matrix

                               Risk Statement
    #              Condition                    Consequence   Indicators                Mitigation   Contingency             Triggers     Assignee
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Risk
Focus
Area:




Use with MRF Risk Model                                            12/15/2010 4:36 PM                5659e6be-5ac9-4885-abd4-4e55013dea0a.xlsCategory
5659e6be-5ac9-4885-abd4-4e55013dea0a.xlsIndividuals                                                                                                                                               2 of 20



MRF Risk Management Matrix

          Risk Statement
    #     Condition                         Consequence                         Indicators                            Mitigation             Contingency                        Triggers       Assignee
          Capacity - Stakeholders lack      Stalled deployment, poor            High turnover rates, low Reduce the number of projects       Outsource, hire, or acquire   Adequate
          the intellectual, emotional,      adoption rates, failure to          productivity, high error and responsibilities individuals    new resources to do the work; resources
          and/or physical resources         realize business and technical      rates, high absenteeism are involved in and/or educate       delay or cancel the project   continue to be
    1     needed to adjust to the           benefits, ineffective application                            them on the process of the                                        unavailable to
          changes required by the           of resources, dysfunctional                                  technology change and how it                                      support and
          technology project.               behavior, morale problems.                                   will affect individuals                                           execute the
                                                                                                         specifically.                                                     project
                                                                                Milestones slipping
                                                                                Low participation in
                                                                                meetings or activities
                                                                                due to competing
                                                                                demands on resources

          Resistance: Project               Project delays or failure, poor     Lack of participation in                                     If overt, remove resistant     Major milestones
                                                                                                           Identify resistance through
          stakeholders are exerting overt   adoption rates, failure to          assessments, project                                         individuals from project.      are not being
                                                                                                           interviews and sessions
          and/or covert opposition to the   realize business and functional     meetings, activities,                                        Analyze and discuss cost of    reached due to
                                                                                                           designed to surface it; educate
          project.                          benefits                            input or feedback                                            resistance to change with      lack of
                                                                                                           stakeholders on reasons
                                                                                                                                             sponsor and make decision to   participation or
                                                                                                           for/benefits of change, and the
                                                                                                                                             implement top down, delay      sabotage
                                                                                                           impact it will have on them,
                                                                                                                                             project or abort.
                                                                                                           and the plan for supporting
    2
                                                                                                           them through the change;
                                                                                                           install feedback mechanisms;
                                                                                                           increase sponsorship
                                                                                                           participation; increase change
                                                                                                           agent participation or
                                                                                                           effectiveness; increase
                                                                                                           stakeholder participation
                                                                                Direct feedback that
                                                                                indicates participants'
                                                                                unwillingness to take
                                                                                needed action to
                                                                                accomplish the change
                                                                                Sabotage
                                                                                Continual problems and
                                                                                issues being raised
                                                                                without constructive
                                                                                solutions
                                                                                Slipped milestones




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          Competencies: Employees             High frustration levels, project   Initial assessment of        Identify competency gaps early Outsource, hire, or acquire   Realization that
          lack the knowledge, skills and      delays, stalled deployment,        technical competencies       in project lifecycle; provide  needed competencies; delay    competency gap
          abilities needed to be              poor adoption rate, ineffective    for in-house personnel       targeted training and          or cancel the project.        development will
          successful in the roles required    application of resources,          indicates little or no       development plans and                                        take longer than
          to support installation, adoption   increased errors or qaulity        experience.                  opportunities                                                project plan allows
    3     and/or realization of the new       problems, increased backlogs
          technology.                         or delays in completing
                                              essential business
                                              transactions, failure to realize
                                              business and technical
                                              benefits
                                                                                 End users have little
                                                                                 knowledge of this
                                                                                 technology and it's
                                                                                 implications, and there is
                                                                                 no structured approach
                                                                                 to getting them familiar
                                                                                 with it
                                                                                 End users' training
                                                                                 needs are not identified
                                                                                 or addressed
                                                                                 Training and
                                                                                 development programs
                                                                                 are lacking for all or
                                                                                 selected user groups.




Risk                                          Individual stakeholders within the organization are
Focus                                         unwilling or unable to support the new roles, processes
Area:                                         and/or behaviors required by the technology change.




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5659e6be-5ac9-4885-abd4-4e55013dea0a.xlsOrg. Change Management                                                                                                                                        4 of 20



MRF Risk Management Matrix

                                  Risk Statement
    #               Condition             Consequence                      Indicators                 Mitigation                        Contingency                          Triggers               Assignee
          Role Preparation and            Resistance to the change         Change agents are          Set clear expectations, clarify   Outsource, hire, or acquire          Key departments
          Performance during              surfaces; project delays and     having difficult           roles and responsibilities with   experienced change agents; if        or individuals
          Implementation: Those in        cost overruns; project failure   completing assignments     the stakeholders in the           sponsorship can't be prepared        disengage from
          change roles (sponsor, agents,                                   and gaining support from   different roles; train roles on   consider finding new sponsors        project; role
          advocates, recipients) are not                                   their groups               org change management             or aborting project; if recipients   responsibilities still
          prepared to support the                                                                     concepts and responsibilities;    can't be prepared may require        not being fulfilled
          change.                                                                                     educate them specifically on      top down change mandate with         after training and
    1                                                                                                 how they can be impacted by       "clean up" on back end to            education efforts.
                                                                                                      and impact the change;            address resistance and low
                                                                                                      provide them a feedback           adoption.
                                                                                                      mechanism; offer timely
                                                                                                      feedback and coaching on
                                                                                                      their execution of duties.


                                                                           High turnover on the
                                                                           readiness team
                                                                           Sponsor(s) are not
                                                                           engaging in project
                                                                           communcation and
                                                                           support activities
                                                                           Advocates are not
                                                                           openly championing
                                                                           change
                                                                           Messages on the why
                                                                           and how of change not
                                                                           cascading through the
                                                                           organization
                                                                           Slipped milestones
                                                                           indicate an overall lack
                                                                           of progress




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5659e6be-5ac9-4885-abd4-4e55013dea0a.xlsOrg. Change Management                                                                                                                                            5 of 20



          Decision Making: The               Underestimates of the people,      Resources alloted and         Ensure decision making process       Present an accurate picture of    Sponsors
          sponsors’ decision to proceed      process and technology             schedule are aggressive       includes a detailed assessment of    the human/cultural and            assessment of
          with the project is not based on   implications (costs, schedule      based on functionality        risks, capacity for change,          process issues that have to be    time and
          an accurate picture of the         and resources                      requirements                  capabilities and competencies        addressed to the sponsor(s);      resources
          human/cultural and process         required);apparent delays and                                    needed for a successful project,     adjust schedule, functionality,   required does not
          issues that have to be             cost overruns; larger disruption                                                                      and/or resources as necessary     match up with
                                                                                                              and a costs/benefit analysis
    2     addressed or a realistic           than expected; decreasing                                                                             to accommodate project            those of the
          prognosis for success.             morale and shaking project                                                                            constraints.                      project team
                                             confidence; high resistance to
                                             technology change; failure to
                                             realize full business and
                                             functional benefits

                                                                                No prior assessment,
                                                                                business case or
                                                                                justification, cost/benefit
                                                                                analysis is available for
                                                                                the project team to work
                                                                                with
                                                                                Political influences
                                                                                govern project
                                                                                decisions, rather than
                                                                                objective thinking
                                                                                Project management
                                                                                has little authority to
                                                                                influence decision
                                                                                making and resources

          Communication:                     Resistance to change;              Communications not            Identify the messages, audiences,    Hold group meetings to explain    Participants still
          Project/Change related             misappropriation of resources;     cascading from higher         timing and vehicles of               the vision, business case,        lack basic
          messages are not reaching          redundancy or gaps in efforts;     levels through to lower       communication to be used;            impact and roles in the           information about
    3     their intended recipients          project delays                     levels of the organization    assign a single individual to lead   change; add a person or           the change, its
                                                                                                              development and coordination of      persons to the team to focus      affects on them
                                                                                                                                                   solely on communications          and the role they
                                                                                                              a communications plan
                                                                                                                                                   issues                            will have
                                                                                Messages in
                                                                                communications are
                                                                                inconsistent
                                                                                Broad lack of
                                                                                understanding for the
                                                                                project
                                                                                Pockets of confusion
                                                                                regarding the project
                                                                                Individuals do not
                                                                                understand how they will
                                                                                be affected by the
                                                                                change




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                                                                       Few if any project
                                                                       communication plans
                                                                       Resistance to the
                                                                       change is widespread
                                                                       and/or strong




Risk Focus Area:                      The ability and skills of the organization to successfully
                                     transition the people, processes and technology from
                                     their present state to the desired state is inadequate to
                                     support the technology change.




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5659e6be-5ac9-4885-abd4-4e55013dea0a.xlsCulture                                                                                                                                                       7 of 20



MRF Risk Management Matrix

                                 Risk Statement
    #               Condition            Consequence                          Indicators                    Mitigation                       Contingency                        Triggers           Assignee
          Change History: Prior attempts Change announcements are             Prior technology projects     Understand the barriers to       Push out project dates, bring in   People continue to
          to implement new technology ignored; poor credibility of the        came in late and/or over      prior change efforts and         additional resources to focus      ignore change
          have been ineffective.         project team and executive           budget, or failed to yield    ensure they are addressed in     on sponsorship and                 announcements,
                                         leadership; low enthusiasm           expected benefits.            the new project plan;            communication issues.              disengage from
                                         levels for the project; project                                    communicate differences to all                                      the project and/or
    1
                                         delays; sabotage; failure to                                       stakeholders; encourage                                             otherwise
                                         realize business and functional                                    support for the project and                                         demonstrate they
                                         benefits.                                                          desired behaviors with both                                         are not taking the
                                                                                                            positive and negative                                               change seriously.
                                                                                                            consequences.
                                                                              Cumbersome
                                                                              workarounds or
                                                                              duplicate processes are
                                                                              still in place from prior
                                                                              projects.
                                                                              Individuals with
                                                                              experience in prior
                                                                              projects are unwilling to
                                                                              join the new team.
                                                                              A high turnover rate for
                                                                              those involved in prior
                                                                              projects
                                                                              Those in change roles
                                                                              are ineffective.
                                                                              Participants openly
                                                                              communicate they
                                                                              expect the project to fail.


          Cultural IT Bias: IT changes    Delayed deployments, low            IT has been previously        Ensure project sponsors          Make the availability of IT        Project
          are not viewed as systemic to   adoption rates; impractical or      viewed as a cost center,      heavily influence all groups     resources contingent on active     participation
          the organization.               ineffective solutions delivered     not leveraged as a            impacted by the change;          participation of members of the    remains isolated
                                          due to a lack of user input;        resource to improve the       establish a primary sponsor      non-IT constituencies; Hold        to the IT group.
                                          resistance created by a lack of     effectiveness of the          outside IT; involve other        leaders of non-IT
                                          information; conflicting            organization.                 stakeholder groups in the        constituencies accountable for
    2                                     priorities outside IT that impact                                 planning, preparing and          adoption and the failure to
                                          project resources and                                             assessing phases as well as      achieve results; educate other
                                          milestones.                                                       implementation; track and        stakeholders on the benefits of
                                                                                                            publish business results         the technology; cancel the
                                                                                                            associated with the change,      project if non-IT support
                                                                                                            not just project progress.       cannot be gained.




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5659e6be-5ac9-4885-abd4-4e55013dea0a.xlsCulture                                                                                                                                                         8 of 20



                                                                                   IT deployments have
                                                                                   historically been
                                                                                   managed as though the
                                                                                   responsibility for
                                                                                   success rests solely
                                                                                   within IT.
                                                                                   Those outside IT are
                                                                                   unwilling to sponsor or
                                                                                   participate in the project.


                                             Conflicting priorities; ineffective   A lack of understanding       Identify future state            Enforce short-term positive       Individuals
          Organizational Alignment: the      use of resources; project             of the people                 competencies and capabilities;   and negative consequences         continue to
          people, process and                delays or failure; resistance to      requirements essential        assess the current state of      for behaviors aligned with the    engage in
          technology infrastructure do       change; low productivity;             to realizing the full         human resources and people       new technology; mandate           behaviors and
          not support the overall goals of   failure to realize business and       benefits of the               systems/ processes; analyze      change from the top-down and      activities
          the organization. Specifically,    functional benefits.                  technology.                   gaps; prepare, execute and       address people systems and        consistent with
          human performance processes                                                                            evaluate change plans. Modify    cultural levers after the fact.   formal and
    3     and systems, and the                                                                                   the change by breaking it down                                     informal people
          intangible beliefs, behaviors                                                                          into smaller pieces; slowing                                       systems but
          and assumptions which guide                                                                            down implementation in some                                        inconsistent with
          day to day actions, do not                                                                             sub-cultures; piloting the                                         those needed to
          support the roles, processes                                                                           change in more receptive sub-                                      support and
          and behaviors needed to attain                                                                         cultures to gain momentum.                                         sustain the new
          organization goals.                                                                                                                                                       technology.

                                                                                   A lack of understanding
                                                                                   of the people capabilities
                                                                                   and competencies in the
                                                                                   current organization.

                                                                                   Operating in functional
                                                                                   silos or islands, I.e. with
                                                                                   little interaction across
                                                                                   departments or
                                                                                   disciplines (sales,
                                                                                   finance, marketing, etc.)

                                                                                   Behaviors currently
                                                                                   recognized and
                                                                                   rewarded are not in
                                                                                   alignment with those
                                                                                   needed to support the
                                                                                   new technology.




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5659e6be-5ac9-4885-abd4-4e55013dea0a.xlsCulture                                   9 of 20



                                                  Individual goals,
                                                  objectives and training
                                                  curriculum do not
                                                  support the new
                                                  technology solution.
                                                  Few existing
                                                  communications or
                                                  feedback programs for
                                                  staff members.
                                                  Current communications
                                                  programs are
                                                  inadequate to support
                                                  and sustain the
                                                  technology change.

                                                  Current methods and
                                                  expectations for
                                                  teamwork are
                                                  inadequate to support
                                                  and sustain the
                                                  technology change.
                                                  Current methods of
                                                  approaching the market
                                                  and handling customer
                                                  relationships are
                                                  inadequate to support
                                                  the technology change.
                                                  Current methods of
                                                  defining roles, tasks and
                                                  goals are inadequate to
                                                  support the technology
                                                  change.
                                                  Little if any effort to align
                                                  project goals and
                                                  individual performance
                                                  objectives for core team
                                                  members.
                                                  Little if any effort to
                                                  involve management in
                                                  discussions concerning
                                                  the priorities of their
                                                  groups as it relates to
                                                  the future state of the
                                                  organization.




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5659e6be-5ac9-4885-abd4-4e55013dea0a.xlsCulture                                                        10 of 20



Risk                                  The intangible set of beliefs, behaviors, and assumptions
Focus                                 that guide people’s day-to-day activities are not in alignment
Area:                                 with those needed to support the technology change.




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5659e6be-5ac9-4885-abd4-4e55013dea0a.xlsLeadership                                                                                                                                                 11 of 20



MRF Risk Management Matrix

                                    Risk Statement
    #                  Condition                      Consequence                  Indicators                            Mitigation            Contingency                      Triggers         Assignee
          Sponsorship: Sponsors are not                                    Low sponsor                       Educate sponsors on the           Redirect resources; change
          willing or able to provide the    Increased resistenace, project participation in project          business benefits of the          the schedule; cancel the     No approval to go
          levels of commitment needed delays and possible                  planning activities.              project; educate sponsors on      project                      forward;
          to initiate and sustain the       cancellation, superficial                                        their role and provide feedback                                schedules slip;
    1
          project.                          adoption, failure to realize                                     on their performance; find                                     appears corporate
                                            benefits, loss of sponsor                                        alternative sponsors who are                                   resources are
                                            credibility.                                                     willing and able to support the                                being wasted
                                                                                                             project.
                                                                                 Inadequate resources
                                                                                 allocated to the project.
                                                                                 Limited sponsorship
                                                                                 communication of
                                                                                 technology value and
                                                                                 vision.
                                                                                 Little public support by
                                                                                 the sponsor for the
                                                                                 project team.
                                                                                 Low scores in the
                                                                                 leadership and
                                                                                 sponsorship portions of
                                                                                 an assessment.
                                                                                 Unsuccessful attempts
                                                                                 by the project team to
                                                                                 escalate issues such as
                                                                                 access to information
                                                                                 and/or resources.


          Change agent effectiveness:         Increased resistance, stalled     Little time in individual    Train change agents in           Replace ineffective change    Schedule slips
          those responsible for executing     deployments, poor adoption        schedules to address         communications and               agents.                       continue; adoption
          the change are unwilling or         rates, project delays, failure to project issues.              leadership skills. Educate them                                rates are low.
          unable to carry out their role in   realize business and functional                                on the importance and
          the technology change.              benefits.                                                      responsibilities of their roles,
                                                                                                             as well as the cycle of change.
    2                                                                                                        Provide mentors. Build in
                                                                                                             accountability and
                                                                                                             measurements to change
                                                                                                             agent participation in the
                                                                                                             project. Enforce both positive
                                                                                                             and negative consequences as
                                                                                                             necessary.
                                                                                 Low motivation to be
                                                                                 involved in the project.




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5659e6be-5ac9-4885-abd4-4e55013dea0a.xlsLeadership                                                                                                                                              12 of 20



                                                                            Little or ineffective
                                                                            communication with core
                                                                            project team.
                                                                            Difficulty openly
                                                                            addressing issues and
                                                                            problems.
                                                                            Low tolernace for
                                                                            ambiguity.
                                                                            Little or ineffective
                                                                            communication with
                                                                            sponsor(s).
                                                                            Non-receptive to the
                                                                            ideas, opinions and input
                                                                            of others.
                                                                            Difficulty empathisizing
                                                                            with department
                                                                            members.
                                                                            Low credibility with
                                                                            department members.
                                                                            Inflexible in
                                                                            communication styles.
                                                                            Requires constant
                                                                            guidance.
                                                                            Slipped milestones in a
                                                                            department.
                                                                            Lack of change
                                                                            communication within
                                                                            the department, such as
                                                                            business case and
                                                                            vision.
                                                                            Lack of participation in
                                                                            planning sessions and
                                                                            other project team
                                                                            meetings.

          Foundation for change: there     Lack of motivation and            No clearly articulated     Clarify, document and           Review the decision to initiate
                                                                                                                                                                             Insufficient
          seems to be no clear vision or   sustaining sponsorship;           vision or documented       communicate the vision and      the project, and cancel the
                                                                                                                                                                             resources are
          compelling business case for     misappropriation of resources; business case.                business case from the          project if it is not well founded.
                                                                                                                                                                             allocated to
          the change.                      slow or inconsistent responses                               perspective of each             If there is a clear business
                                                                                                                                                                             accomplish the
                                           to change efforts; high levels of                            stakeholder group. Insure the   case, add communication
    3                                                                                                                                                                        change. Other
                                           confusion and frustration                                    vision and business case are    resources to ensure that the
                                                                                                                                                                             initiatives take
                                           among stakeholders;                                          consistenly included in all     case is heard. Or, postpone
                                                                                                                                                                             precedence and
                                           resistance to change.                                        project messages.               the project until needed
                                                                                                                                                                             major milestones
                                                                                                                                        resources are available.
                                                                                                                                                                             slip.
                                                                            Difficulty engaging
                                                                            sponsors.




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5659e6be-5ac9-4885-abd4-4e55013dea0a.xlsLeadership                                               13 of 20



                                                                      Lack of organizational
                                                                      understanding of the
                                                                      reason for the change.
                                                                      No sense of urgency or
                                                                      priority associated with
                                                                      the technology change
                                                                      project.
                                                                      Mixed messages about
                                                                      vision and reasons for
                                                                      change.
                                                                      Lack of clear success
                                                                      metrics.




Risk                                  The organization's intent to create change, facilitated
Focus                                 through sponsorship, change agent effectiveness and
Area:                                 the foundation for change.




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5659e6be-5ac9-4885-abd4-4e55013dea0a.xlsBusiness Process                                                                                                                                       14 of 20



MRF Risk Management Matrix

                                   Risk Statement
    #                Condition                      Consequence              Indicators                            Mitigation                      Contingency                Triggers       Assignee
          Deficiencies: Some processes Significant project delays and Lack of esssential                Assess current business,        Add project resources to         No tracking data is
          needed to support the            overruns; delivery of ineffective business functionality.    solutions development and IT    develop and implement the        available on
          technology project and ensure or unreliable solutions;                                        operations processes and        missing processes; delay the     process metrics
          realization of business benefits frequent unplanned and/or                                    contrast them to desired        project until the missing        that would impact
          are missing.                     prolonged system outages;                                    processes; identify gaps and    processes are in place; re-      business results
                                           numerous problems following                                  develop appropriate processes   evaluate project costs and       Expected ROI
                                           project implementation which                                 as needed.                      feasibility; and/or cancel the   results are
    1
                                           do not decline in a 60-90 day                                                                project.                         negative to
                                           period; poor use of technology                                                                                                unchanged 30-60
                                           and people; costly                                                                                                            days after
                                           workarounds; failure to realize                                                                                               implementation.
                                           business and technical
                                           benefits.

                                                                             Unused technical
                                                                             functionality.
                                                                             Unexpected business
                                                                             results (quality, time,
                                                                             costs, revenue, etc.).
                                                                             Use of informal process
                                                                             patches or workarounds.

                                                                             Low ratings of some
                                                                             processes on
                                                                             assessments.

          Misalignment: Current           Ineffective use of technology      Excessive workarounds Assess current business,             Add resources to assist in       New functionality
          processes are out of            and people, costly                 are used to accomplish solutions development and IT        realigning processes. Re-        fails; organization
          agreement with the              workarounds, project delays.       goals.                 operations processes and            evaluate processes, objectives   fails to gain the
          requirements of the technology                                                            contrast them to desired            and technology in place to       benefits of the
          change and business goals.                                                                results. Identify and adjust        achieve better alignment.        new technology.
          While the processes exist, they                                                           misaligned processes.
    2
          have been optimized or
          managed to achieve results
          which are now inconsistent
          with the goals of the
          technology change.

                                                                             No process metrics exist
                                                                             on the cost, quality,
                                                                             cycle times or results
                                                                             factors being optimized
                                                                             by the technology.




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5659e6be-5ac9-4885-abd4-4e55013dea0a.xlsBusiness Process                                                                                                                               15 of 20



                                                                              Information on the
                                                                              business data to be
                                                                              used by the new
                                                                              technology (such as
                                                                              customer name and
                                                                              address information,
                                                                              inventory on hand levels
                                                                              or costs) is
                                                                              fundamentally lacking.

                                            Project delays, cost overruns,    Difficulty handling peak   Assess the current capacity      Add resources to improve        Increasing
          Scalability: Some processes
                                            ineffective solutions, an         volume periods             and contrast it to anticipated   scalability or outsource to     backlogs.
          needed to support
                                            unstable data center              (increased cycle times,    need; address gaps. Identify     entities that can provide the
          implementation or optimization
                                            environment, underutilized        costs or errors).          gaps or risk areas and address   needed capacity.
    3     of the new technology are fully
                                            technology, low morale and                                   them.
          maximized, with no capacity
                                            failure to realize business and
          available for further volume or
                                            technical benefits.
          functionality.
                                                                              Increasing backlogs on
                                                                              key business
                                                                              transactions.




Risk                                        The business processes currently in place are
Focus                                       inadequate to support the optimization of business
Area:                                       results using the new technology.




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5659e6be-5ac9-4885-abd4-4e55013dea0a.xlsSolution Development Process                                                                                                                            16 of 20



MRF Risk Management Matrix

                                   Risk Statement
    #                Condition                      Consequence                       Indicators                  Mitigation                      Contingency                Triggers         Assignee
          Deficiencies: Some processes Significant project delays and Inconsistent results from        Assess current business,        Add project resources to         Early project
          needed to support the            overruns; delivery of ineffective prior development         solutions development and IT    develop and implement the        results are
          technology project and ensure or unreliable solutions;             efforts.                  operations processes and        missing processes; delay the     disappointing.
          realization of business benefits frequent unplanned and/or                                   contrast them to desired        project until the missing        Project delays
          are missing.                     prolonged system outages;                                   processes; identify gaps and    processes are in place; re-      continue.
                                           numerous problems following                                 develop appropriate processes   evaluate project costs and
                                           project implementation which                                as needed.                      feasibility; and/or cancel the
    1
                                           do not decline in a 60-90 day                                                               project.
                                           period; poor use of technology
                                           and people; costly
                                           workarounds; failure to realize
                                           business and technical
                                           benefits.

                                                                          Lack of clarity on project
                                                                          related roles.
                                                                          Confusion on how to
                                                                          structure and estimate
                                                                          the project effort.
                                                                          Lack of documentation
                                                                          on prior project efforts.
                                                                          Low ratings of some
                                                                          solutions development
                                                                          processes on
                                                                          assessments.

          Misalignment: Current           Ineffective use of technology   Prior development            Assess current business,        Add resources to assist in       New functionality
          processes are out of            and people, costly              projects have a history      solutions development and IT    realigning processes. Re-        fails; organization
          agreement with the              workarounds, project delays.    of failing to address        operations processes and        evaluate processes, objectives   fails to gain the
          requirements of the technology                                  business needs.              contrast them to desired        and technology in place to       benefits of the
          change and business goals.                                                                   results. Identify and adjust    achieve better alignment.        new technology.
          While the processes exist, they                                                              misaligned processes.
    2
          have been optimized or
          managed to achieve results
          which are now inconsistent
          with the goals of the
          technology change.

                                                                          Prior development
                                                                          projects have a history
                                                                          of delays and cost
                                                                          overruns.




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5659e6be-5ac9-4885-abd4-4e55013dea0a.xlsSolution Development Process                                                                                                                    17 of 20



                                                                              The solutions
                                                                              development team
                                                                              typically works without
                                                                              input from users or IT
                                                                              operations.
                                                                              Installation of prior
                                                                              projects has historically
                                                                              resulted in the discovery
                                                                              of many bugs, missing
                                                                              or inaccurate
                                                                              functionality.
                                                                              User groups often seek
                                                                              to use outside resources
                                                                              for solutions
                                                                              development.

                                            Project delays, cost overruns,    History of                  Assess the current capacity      Add resources to improve        Increasing
          Scalability: Some processes
                                            ineffective solutions, an         ineffectiveness with        and contrast it to anticipated   scalability or outsource to     backlogs.
          needed to support
                                            unstable data center              large or complex            need; address gaps. Identify     entities that can provide the
          implementation or optimization
                                            environment, underutilized        projects.                   gaps or risk areas and address   needed capacity.
    3     of the new technology are fully
                                            technology, low morale and                                    them.
          maximized, with no capacity
                                            failure to realize business and
          available for further volume or
                                            technical benefits.
          functionality.
                                                                              Inability to address more
                                                                              than one project at a
                                                                              time.




Risk                                        The solution development process for applications
Focus                                       and/or infrastructure is inadequate to support the effort
Area:                                       required by the technology change.




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5659e6be-5ac9-4885-abd4-4e55013dea0a.xlsIT Operations Process                                                                                                                                 18 of 20



MRF Risk Management Matrix

                                   Risk Statement
    #                Condition                      Consequence              Indicators                            Mitigation                      Contingency                 Triggers     Assignee
          Deficiencies: Some processes Significant project delays and Lack of a focal point for         Assess current business,        Add project resources to         IT operations
          needed to support the            overruns; delivery of ineffective coordinating the change.   solutions development and IT    develop and implement the        personnel
          technology project and ensure or unreliable solutions;                                        operations processes and        missing processes; delay the     assigned to the
          realization of business benefits frequent unplanned and/or                                    contrast them to desired        project until the missing        project have no
          are missing.                     prolonged system outages;                                    processes; identify gaps and    processes are in place; re-      considerations or
                                           numerous problems following                                  develop appropriate processes   evaluate project costs and       recommendations
                                           project implementation which                                 as needed.                      feasibility; and/or cancel the   for solution
                                           do not decline in a 60-90 day                                                                project.                         implementation
                                           period; poor use of technology                                                                                                criteria. There is
    1
                                           and people; costly                                                                                                            no plan for the
                                           workarounds; failure to realize                                                                                               migration of the
                                           business and technical                                                                                                        solution into the
                                           benefits.                                                                                                                     production
                                                                                                                                                                         environment.
                                                                                                                                                                         Recurring
                                                                                                                                                                         production
                                                                                                                                                                         problems go
                                                                                                                                                                         unresolved.
                                                                           Lack of enthusiasm for
                                                                           being involved in project
                                                                           planning and
                                                                           development.
                                                                           Confusion on what
                                                                           dimensions of the data
                                                                           center should be
                                                                           considered in making
                                                                           the change.
                                                                           A legacy of significant
                                                                           data center problems
                                                                           following other changes.

                                                                           Low ratings of some IT
                                                                           operations processes on
                                                                           assessments.




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5659e6be-5ac9-4885-abd4-4e55013dea0a.xlsIT Operations Process                                                                                                                                    19 of 20



          Misalignment: Current           Ineffective use of technology       Little if any interaction    Assess current business,       Add resources to assist in       New functionality
          processes are out of            and people, costly                  occurs between IT            solutions development and IT   realigning processes. Re-        fails; organization
          agreement with the              workarounds, project delays.        Operations management        operations processes and       evaluate processes, objectives   fails to gain the
          requirements of the technology                                      and the management of        contrast them to desired       and technology in place to       benefits of the
          change and business goals.                                          other groups.                results. Identify and adjust   achieve better alignment.        new technology.
          While the processes exist, they                                                                  misaligned processes.
    2
          have been optimized or
          managed to achieve results
          which are now inconsistent
          with the goals of the
          technology change.

                                                                              Users are generally
                                                                              dissatisfied with either
                                                                              the uptime or
                                                                              responsiveness of the
                                                                              current environment.
                                                                              Users have little
                                                                              confidence in the current
                                                                              help desk and/or other
                                                                              support options available
                                                                              to them.

                                                                              IT Operations provides
                                                                              few if any suggestions
                                                                              on the use of application
                                                                              of new technologies for
                                                                              the benefit of the
                                                                              business.

                                            Project delays, cost overruns,    Increasing problems with Assess the current capacity        Add resources to improve         Increasing
          Scalability: Some processes
                                            ineffective solutions, an         system responsiveness. and contrast it to anticipated       scalability or outsource to      backlogs.
          needed to support
                                            unstable data center                                       need; address gaps. Identify       entities that can provide the
          implementation or optimization
                                            environment, underutilized                                 gaps or risk areas and address     needed capacity.
    3     of the new technology are fully
                                            technology, low morale and                                 them.
          maximized, with no capacity
                                            failure to realize business and
          available for further volume or
                                            technical benefits.
          functionality.
                                                                              Increasingly frequent or
                                                                              prolonged system
                                                                              outages.
                                                                              Recurring production
                                                                              problems.
                                                                              Difficulty adding capacity
                                                                              or functionality to the
                                                                              data center environment.




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5659e6be-5ac9-4885-abd4-4e55013dea0a.xlsIT Operations Process                                  20 of 20



                                                                    Little time or resources
                                                                    available to evaluate
                                                                    new technologies.




Risk                                  IT Operations Processes are inadequate to support the
Focus                                 effort required to develop, deploy, operate and/or
Area:                                 optimize the technology change.




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Description: Change Management Issues Change Agent document sample