Service Desk Upgrade Project Group Terms of Reference v2.0

Transcription

1 Service Desk Upgrade Project Group Terms of Reference v2.0 Page 1 of 8

2 1. Project History Objective Outcome Scope of Project Reference Group Membership Responsibilities: Attendance Communication Review Monitor Risk and issue mitigation actions Procedure Schedule Quorum Reporting... 8 Page 2 of 8

3 1. Project History In 2005, CA Service Desk r6.0 was implemented throughout INS. This version is no longer supported by CA. The current Service Desk tool and processes have been in place for over three years and have revealed gaps in the business processes in that they do not always successfully facilitate end-to-end service delivery. Through the CITEC header agreement, the Service Now tool was identified as meeting INS needs in supporting Service Delivery and Support. The Reference Group has been established to provide specific advice and recommendations to representatives of the Project team during the life of the implementation of the Service Now tool and at the same time, undertake support and quality assurance processes within stages of the Project. 2. Objective The objective of the Project Reference Group is to ensure that the Service Desk Upgrade Project implements agreed, understood and efficient: Processes to support the service delivery of the services provided and supported by INS. Configured Service Now tool that supports the processes in the provision of service support and delivery. 3. Outcome The outcome of the project reference group is to: Monitor the timely replacement of the CA Service Desk tool with the Service Now Service Desk tool for all current tool users. 4. Scope of Project The scope of the project covers all existing users of the CA Service Desk tool. The stakeholders are outlined in the INS organisational chart below. INFORMATION SERVICES - Organisation chart Page 3 of 8

4 Representation of these stakeholders is made by the members of the Project Reference Group. Membership and Stakeholder representation is outlined below Reference Group Membership Name Position Stakeholder Representation Katrina Faculty Librarian Henderson Debby MacDonald Arts, Education and Law, Educational Products and Team Leader Monographs Team, Scholarly Information & Research o Academic Librarians o Monographs Team Paul Jensen Krusty- Paul Jardine Stacey Lee Rory Hering Penny Baker Michael Garner Glen Dawson Librarian Serials Team Research Infrastructure Mngr. Research Computing, Scholarly Information & Research Digital Repositories Officer Digital Repositories Team Multimedia Developer Arts, Education and Law Educational Products and Senior ICT Literacy Specialist Brisbane Campuses Team Leader Learning@Griffith Team Leader ICT Support - Remote Desktop Support. Team o Serials Team o Research Computing o Digital Repositories INS Learning and Teaching o Education Products and o Digitisation and Distribution Team o Media Production INS Learning and Teaching o Learning Learning and Teaching Systems o Learning@Griffith Team Element IT o Desktop Computer o Desktop Support o Central Remote Desktop Support o Projects and Architecture o SOE Team o Software o Learning Environment Page 4 of 8

5 Mike Sofarelli Sandra-Lee Reis Neal Andrews Business Systems Manager Business Systems, Enterprise Information Systems Manager Application Infrastructure Enterprise Information Business Systems o Research Systems Team o BSS Finance Team o BSS HR/Payroll Team o BSS Student Systems Team Enterprise Information o EIS Assist o EIS Consulting & Development Enterprise Information o Application Infrastructure Aleksandar Petrovic Brian Reis Tony Neaton Messina Richards Andrew Silcock Kim Scullen Gayle Martin Database Administrator Database Management Manager (Acting) Web and Content Management Senior Architect, Info.Systems Information Systems Sen.Applications Administrator Identity and Messaging Senior Identity Mgt Specialist Identity and Messaging Senior System Administrator Server Systems Support (S3) Telecommunications Admin Assist. Network and Communication Enterprise Information o Database Management Enterprise Information o Web and Content Management Enterprise Information o Information Systems Architecture Identity & Messaging o Identity Identity & Messaging o Messaging Corporate Technology Infrastructure o Security o Server Systems Support o Storage Management o Infrastructure Continuity and Architecture Network and Communication o Data Networks Team o Senior Data Projects Manager o Voice Networks o Netcheck Catherine Hoey Team Leaders Student Portfolio Page 5 of 8

6 Judy Bromage Suzette Powell Library and IT Help o Lending o Library and IT Help Desk o Off Campus and Assignment Handling o Copying and Printing o Disability Access Dianne Schulz Client Officer Student Portfolio Administration Uni Print o Copying and Printing Additional members may be co-opted to fulfil various specialist roles required from time to time. If a member is unable to attend, a representative should be delegated to attend and should be fully authorised to make decisions. 5. Responsibilities: 5.1. Attendance To attend (or delegate attendance) all Project Reference Group meetings. To be available (or assign a delegate) to attend Project workshops and carry out any actions arising from the workshops. To be available (or assign a delegate) to test the processes and configurations as discussed in the Reference Group meetings and project workshops. Carry out all actions arising from the reference group in a timely manner 5.2. Communication Communicate Project status to stakeholders. Communicate stakeholder issues or areas of concern to the Project Manager for discussion within the Reference Group. Communicate any organisational changes within their teams that may impact the Project Review Review the validity of the Project scope at least at every end stage assessment and discuss any concerns with the Project Scope throughout the project. Evaluate any proposed changes to the project in terms of scope, time and resource availability. Identifying the impact of these changes on their stakeholders. Page 6 of 8

7 Review, discuss and agree on documented ITIL processes to be used within INS that are supported by the Service Now tool. These include: Incident Management Process Knowledge Management Process Change Management Process Problem Management Process Configuration Management Process Review relevant stakeholder process documentation for training purposes and make recommendations. Review the End Project Report and the Lessons Learned Report, ensuring that recommended actions are dealt with appropriately and/or handed over to others in a responsible manner Post-Project Review to ensure that the benefits to be delivered by the project have in fact been achieved and forwarding the results of the Post- Project Review to appropriate people 5.4. Monitor Monitor project progress 5.5. Risk and issue mitigation actions Effective stakeholder management of risks to the project. Investigate project related issues on stakeholders Formulate discussions on project related issues within stakeholder groups. 6. Procedure The group shall operate to a formal agenda and maintain an ongoing decision sheet. 7. Schedule The group shall meet on a fortnightly basis unless determined otherwise. The Reference Group may elect to communicate with each other as and when required during periods between meetings. 8. Quorum Page 7 of 8

8 The Reference Group is a recommending and advisory body. However, to ensure that fair and equitable representation is made concerning that advice, it is recommended that all of the members be present or represented in Reference Group meetings. 9. Reporting The chairperson of the committee; the Service Desk Upgrade Project Manager will provide written and oral status reports to the Reference Group. Any points of concern will be escalated to the Project Board. Page 8 of 8