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Project Management Support

Engage the Enterprise Project Management Office (EPMO) to manage your Technology or Business Solution Implementation project from start to finish.
Request via ServiceNow 

Contacts

EOTSS End-User Service Desk

Phone

Call EOTSS End-User Service Desk at (844) 435-7629 (844 HELP MA 9)

Open Monday through Friday 7:00 a.m. to 6:00 p.m.

Online

EOTSS ServiceNow Portal 
Email Email EOTSS End-User Service Desk at MassGov@Service-Now.com

The Details

Features

The EPMO team oversees the end-to-end delivery of EOTSS’s project portfolio and ensures that projects align with the organization’s strategic goals. Comprised of experienced Project Managers and Business Analysts, the EPMO is responsible for establishing standards and enabling stakeholders to consistently prioritize, plan, track, execute, and deliver project goals in a high-quality manner.

How can the EPMO help you?

  • A skilled Project Manager will be assigned to support your team through the project lifecycle to its successful completion. This includes planning and execution, stakeholder management, managing resources, and documenting procedures to achieve specific goals.
  • This includes change management, and financial and vendor management (on large scale engagements) when applicable.

What happens after you submit a request?

After we receive your request, we'll meet with you to learn more about your project and see how we can help you.

How to request

Request service via a ServiceNow request

Service Level Expectation (SLE)

Project Mangement Support

SLEResponsibilities/Dependencies
Fulfillment: Due to the variable nature of this request item, fulfillment time will differ on a case-to-case basis. The SLE will be communicated following the finalization of customer requirements and solution delivery. The evaluation of the request (intake decision) for this service will be communicated within five (5) business days of request submission.

Customer

  • Responsible for adhering to the EOTSS Standard Rules of Engagement.
  • Responsible for submitting accurate information to EOTSS during the intake and discovery process.
  • Sharing complete requirements will ensure that accurate SLEs are provided and met.

EOTSS

  • Responsible for coordinating discovery meeting(s) with the customer.
  • Once all requirements are collected/finalized following intake and discovery, EOTSS will determine the appropriate SLE for the request and communicate to the customer.
  • Responsible for the following per the customer’s requirements according to timelines, budgets, and quality standards:
    • Identify project sponsor(s) and stakeholders.
    • Plan the project solution design and cost breakdown to be completed by an Infrastructure Architect.
    • Develop the work breakdown structures or user stories to identify phases, deliverables & key performance indicators.
    • Assemble the project team, conduct team meetings to discuss status and review deliverables, and provide regular status reports to stakeholders.
    • Monitor and execute project plan to provide contingency and overtime budgets, and procurement documents as required.
    • Collaborate with the Change Management Team to help the customer plan and implement programs through a defined CAB (change advisory board) process.

Contact

Phone
Call EOTSS End-User Service Desk at (844) 435-7629 (844 HELP MA 9)

Open Monday through Friday 7:00 a.m. to 6:00 p.m.

Online
EOTSS ServiceNow Portal 
Email Email EOTSS End-User Service Desk at MassGov@Service-Now.com

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