General Information Project Title. Enterprise Service Management Reporting 7/3/2012 Project Manager Phone

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1 Prject Charter General Infrmatin Prject Title Date Enterprise Service Management Reprting 7/3/2012 Prject Phne Jdi Muller Executive Spnsr Phne Opinder Bawa Dcument Versin Updated Date 1.0 7/32012 Prject Scpe Situatin / Prblem / Opprtunity Current reprting functinality in ServiceNw is very limited, nt user friendly and accessible nly t ITIL users. Prject Gals The Enterprise Service Management Reprting prject intends t plan, design, cnstruct and implement a structured data warehuse envirnment that will include data frm ServiceNw. The data warehuse will supprt varius areas f data frm ServiceNw. The autmated cllectin f data frm ServiceNw will be available t create a wide range f reprts and dashbards depending n the custmer need. The visin f the prject is t imprve efficiency and service levels f ITS services and supprt. In Scpe / Out f Scpe In Scpe: Incident and Change related tables will be laded int the data warehuse Predefined Incident Management reprting will be available Predefined Change Management reprting will be available Ad-hc reprting fr Incident and Change Management will be available Out f Scpe: Service Catalg tables will nt be laded int the data warehuse during this phase Service Request reprting will nt be available during this phase UCSF ITS Prduct and Prject Management Office Prject Charter 1.0 1

2 Objectives / Deliverables (if knwn) A data inventry that includes Incident and Change related tables. A data warehuse that can expand t include Service Catalg tables and ther ServiceNw tables fr future release(s). Cgns will be available t identified users t view and run reprts. Prvide Executives and Management with predefined reprts fr the fllwing areas: Prductivity Metrics Quality Metrics Operatinal Metrics Trending Metrics Prvide ability fr IT s t generate Ad-Hc Reprts. Prject Assumptins Preparatin and develpment f the data warehuse will be cmpleted by the Business Intelligence grup. ServiceNw Develper will be made available fr questins t the Business Intelligence grup. Only IT Directrs and s will have access t Cgns. Risks and Dependencies Lack f resurces r resurce availability. Scpe creep fr additinal predefined reprts. Select number f s t review and apprve requirements. ServiceNw Subject Matter Expert (SME) is critical t Business Intelligence grup. UCSF ITS Prduct and Prject Management Office Prject Charter 1.0 2

3 Resurce Requirements Peple: Executive Spnsr IT Directrs IT s ITSM Prduct Prject Business Intelligence Senir DW/ETL & Business Intelligence Develper ServiceNw Develper Business Analyst ServiceNw Administratr Time: Dllars: The initial estimate fr the Enterprise Service Management Reprting Prject duratin is apprximately 6 mnths with an implementatin ccurring at the end f 2 nd quarter fr fiscal year (December 2012) The apprved budget fr the Enterprise Service Management Reprting Prject is $50,000. Actual Budget will be estimated after finalizing the requirements. The license cst fr Cgns is TBD based n the type (Cnsumer vs Adhc) and number f users. Other: The Cgns sftware will be available t identified users fr viewing and running reprts High-Level Milestnes and Timeline Prject Charter Apprved: July 9, 2012 Kickff Meeting: July 23, 2012 Identify and Dcument High Level Requirements: July 31, 2012 Finalize Requirements: August 17, 2012 Design and Develpment Cmpleted: TBD Unit Testing Cmpleted: TBD UAT Cmpleted: TBD Training Cmpleted: TBD G-Live: January 2013 Nte: Dates and milestnes are subject t change pending final requirements and resurce availability. UCSF ITS Prduct and Prject Management Office Prject Charter 1.0 3

4 Prject Rles and Respnsibilities Member Rles Respnsibilities Rebecca Nguyen ITSM Prduct The Prduct is the liaisn t the Prject Spnsr and Prject Stakehlders, and is respnsible fr facilitating and rganizing the prject radmap, managing the team wrk activities, and reslving issues raised by the Prject. Jdi Muller Prject The Prject develps and maintains the prject plan (resurcing, implementatin, wrk plans, etc.), mnitr prject prgress, and ensures prjects are cmpleted n time and within budget. Stakehlders IT Directrs and s The Stakehlders will wrk with the Prduct in vicing cncerns r issues impacting the success f the prjects. Ramesh Draivelu (PD) Senir, Business Intelligence The Business Intelligence Senir versees the Business Intelligence Develpers, ensures ptimal, accurate, and timely technical slutins t requirements and requests. In additin, is a technical liaisn with ther departments, crdinating infrmatin systems acrss the Enterprise. Terrie Cleman Business Analyst Business Analysts analyze, interpret, and dcument business rules and requirements fr technical systems. In additin, they assist in integratin and user acceptance testing, supprt the develpment f training material, participate in the implementatin f systems, and prvide pst-implementatin supprt. Jasn Lin ServiceNw Develper The ServiceNw Develpers will ensure technical quality f the systems and prducts, cntrl system develpment and peratin during implementatin, prvide input int the prject plans fr wrk cmpleted status, prduce all technical prject deliverables, dcumentatin and design specificatins, and ensure technical issues are reslved. UCSF ITS Prduct and Prject Management Office Prject Charter 1.0 4

5 Gerge Meng and TBH Prgrammer/Develper Business Intelligence The Business Intelligence Develpers will ensure technical quality f the systems and prducts, cntrl system develpment and peratin during implementatin, prvide input int the prject plans fr wrk cmpleted status, prduce all technical prject deliverables, dcumentatin and design specificatins, and ensure technical issues are reslved. Shawn Hall ServiceNw Administratr Administratrs maintain knwledge f hw the system perates and are respnsible fr establishing prcesses and enfrcing plicies such as user access (accunts). In additin t mnitring and supprting the system, they cntribute t user training, cmmunicatin, trubleshting, and enhancing the verall user experience. UCSF ITS Prduct and Prject Management Office Prject Charter 1.0 5

6 Cmmunicatin Strategy What? Wh? When? Hw? Descriptin/Title Prvider Recipient Frequency Frmat Medium/Distributi n Methd Kickff Meeting Prject Prject One Time Only Meeting Face t Face Cnference Call Prject Meetings Prject Prject, Invitees Weekly Meeting Face t Face Cnference Call Meeting Minutes Prject Distributi n List 2 days after Meeting by COB MS Wrd file n Shared Drive Actin Items Prject Prject TBD MS Excel file n Shared Drive Face t Face Cnference Call Status Reprts Prject Executive Spnsr Bi-Weekly PDF n Shared Drive Technical Design/Develpment Meetings Prject Develpers Technical Staff TBD Meeting Face t Face Cnference Call ServiceNw Updates/Annunceme nts Prject Prduct Prject Spnsr IT Directrs As Needed Prject Charter will be reviewed and signed by the spnsrs and manager Executive Spnsr ITSM Prduct Senir, Business Intelligence Reviewed By Date Reviewed By Date Reviewed By Date UCSF ITS Prduct and Prject Management Office Prject Charter 1.0 6

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