Incident Standard Service Request Information Request IT Request Idea Capture and refine the idea Determine the type of work Minor/Low Impact to Existing Service Mgmt. Work with customer, management to make sure this aligns with priorities and is likely to be supported at leadership levels Gauge for inclusion in a program. - major change, new service, or organizational development cont d Acronyms PM Manager SME Subject Matter Expert SDLC Systems Development Lifecycle DRB Design Review Board ITS Group BRM ITS Budget & Resource ITS Senior Team VCIT Vice-Chancellor Information Technology ACIT Advisory Committee for IT My customer My manager My service providers My vendor ITS Library Division priorities Process IT Request UC Santa Cruz, ITS Applications and Last Update - 2/28/2012
cont d ProbOpp to close Reference SDLC Process Class 1 1 Start Are we ready to work on this? Sponsor Consult Write Problem / Opportunity statement Have leadership support? Know who needs to be involved? Resources could be available? Is the proposed technology new or familiar to us? (low level feasibility) Is someone else doing similar work? Your manager s to go to proposal Develop Proposal Sponsor Endorsement Approval Assign a PM Confirm sponsor Consult stakeholders & Determine class (Risk/ Classification Matrix) Draft Proposal Review PM checklist o Large o Small My manager My customer sponsor Service Providers Other consultants as needed Class 2 Class 3 Class 4 Class 5 Risk/Class Matrix Proposal template (reference only) Work Breakdown Structure (MindMap or template) UC Santa Cruz, ITS Applications and Last Update - 2/28/2012 2 3 4 5
Class 1 Manager s Manage Report Communicate Escalate Mitigate tify change management tify director tify DRB (refer to DRB criteria) scope control * NOTE: Class 1 & 2 s are internal to ONE ITS unit (incidental service provision or operational support excepted). Multi-unit s use Class 3. manager team sponsor templates Service DRB UC Santa Cruz, ITS Applications and Last Update - 2/28/2012
Class 2 ITS Manager Develop Slim Charter ITS Manager Manage Report Communicate Escalate Mitigate Copy Proposal text Add sections Review by sponsor Review by & team Approval from all Directors if multiple teams involved Funding Manager notifies Director tify DRB (refer to DRB criteria) tify scope control * NOTE: Class 1 & 2 s are internal to ONE ITS unit (incidental service provision or operational support excepted). Multi-unit s use Class 3. manager team sponsor templates Slim Charter template SDLC Service DRB UC Santa Cruz, ITS Applications and Last Update - 2/28/2012
Class 3 Develop Full Charter Manage Director notifies Slim Charter by exception only Review by sponsor Review by & team Budget review by BRM Consult DRB if needed Optional review by Director schedules presentation PM presents, review as needed Funding and resources locked, pending schedule and conditions manager team sponsor BRM tify DRB (refer to DRB criteria) tify tify client and stakeholders templates Charter template Service DRB UC Santa Cruz, ITS Applications and Last Update - 2/28/2012
Class 4 Develop Full Charter Manage Director schedules presentation PM presents, review as needed Review by sponsor Review by & team Budget review by BRM Consult DRB if needed review required Director schedules presentation PM presents, review as needed Funding and resources locked, pending schedule and conditions tify DRB (refer to DRB criteria) tify tify client and stakeholders steering committee if necessary manager team sponsor BRM templates Charter template Service DRB Steering Committee templates UC Santa Cruz, ITS Applications and Last Update - 2/28/2012
Class 5 Revision Request Develop Full Charter ACIT review Manage Director schedules presentation PM presents, review as needed Consider Program approach Identify executive sponsors if necessary Review by sponsor Review by & team Budget review by BRM Consult DRB if needed review required Director schedules presentation PM presents, review as needed Funding and resources locked, pending schedule and conditions manager team sponsor BRM VCIT Office schedules Director(s) present, support from PM Other campus reviews as necessary tify DRB (refer to DRB criteria) tify tify client and stakeholders steering committees templates Charter template Program resources Service DRB Steering Committee templates UC Santa Cruz, ITS Applications and Last Update - 2/28/2012
Manage Class 3, 4 and 5 s DRB Approval Budget Review Class 5 Class 4 Manage Operational Readiness Review Class 3 WBS/ Schedule / Resource Status Reporting and Communication Plan Scope/ Control Issues and Risk Sponsor Accepts Transition to Support Service Catalog Training Documentation Send Closure & Lessons Learned docs to Release resources Communicate Celebrate liaison initiates mid-point report to manager team sponsor BRM templates Charter template Program resources Service DRB UC Santa Cruz, ITS Applications and Last Update - 2/28/2012