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Project Charter

Campus-Wide ITSM Solution Phase 1, Tool Selection


March 8, 2013


Prepared by Rob Bailey in the Project Management Office Page 1 of 5

Project Name: Campus-Wide ITSM Solution - Phase 1, Tool Selection
Project Sponsor(s): Andrea Ballinger
Mark Walbert

1 Revision History

Version Date Author Change Description
1.0 2/5/2013
Jessica Hall Initial Version
1.1

2/25/2013
Carla
Birckelbaw
Changed all references to enterprise-wide to
campus-wide
Other minor edits for clarity and formatting
Added specific deliverables to section 3.4
2.0 3/20/2013
Rob Bailey Updated with PMO and Sponsor input
2.1 4/1/2012
Rob Bailey Reduced scope to remove Knowledge
Management as a primary focus area

2 Project Overview
2.1 Project Description
Illinois State University has the need for a campus-wide IT Service Management (ITSM) solution.
An ITSM solution consists of integrated tools to manage multiple ITIL processes including both
support and delivery processes and functions. This includes Incident Management, Problem
Management, Change Management, Knowledge Management, Service Asset and Configuration
Management, Release Management, Availability Management, Capacity Management, Service
Level Management, Inventory Management, Financial Management for IT Services, Application
Management (function), IT Operations Management (function), Technical Management
(function), and Service Desk (function).
This project is the first phase of the campus-wide ITSM solution implementation. It will focus on
creating a Request for Proposal (RFP) and selecting a tool or tools that are able to facilitate
Incident Management, Problem Management, and Change Management. The RFP will also
provide high level requirements for the remaining ITSM areas to evaluate for future needs and
implementation.
The project ties to AT FY13 Goal 3: Successfully complete internal projects on time and item m:
Participate in the selection and deploy the new campus-wide ITSM tool.
2.2 Business Need and Potential Benefit
ITSM at ISU is a complex, diverse, and segregated set of processes across all campus IT support
units. Eleven of the eighteen IT support units have chosen to use commercial incident
management software. Three different systems are currently being used with no interface
Project Charter
Campus-Wide ITSM Solution Phase 1, Tool Selection
March 8, 2013


Prepared by Rob Bailey in the Project Management Office Page 2 of 5

between systems. One of the three products is no longer supported by the manufacturer,
another will be out of support in the summer of 2013 and the third will be at end of life in 2015.

This confluence of events coupled with a shared desire for a single Incident Management
workflow led to the decision to implement a campus-wide ITSM solution. The project offers an
opportunity to share common IT practices/processes, technical documentation, and knowledge
base materials.

3 Project Scope
3.1 Project Goals and Objectives
Goals Objectives
Complete a detailed
requirements analysis for
Incident Management,
Problem Management, and
Change Management.
1. Communicate project objectives to identified stakeholders and
create a project governance structure.
2. Meet with stakeholders to gather requirements in incident,
problem, and change management solution for ISU IT services.
3. Analyze the criteria gathered to establish common requirements
for a campus-wide ITSM Incident, Problem, and Change
management based solution.
4. Create a weighted scorecard to provide a structure to evaluate
requirements gathered from stakeholders
Create a high level
requirements analysis for
remaining ITSM functions.
1. Meet with stakeholders to gather high level needs in each
identified area
2. Analyze the criteria gathered to establish common requirements
for remaining ITSM functions
Draft and issue RFP based
upon the requirements
analysis.
1. Develop an RFP for vendor response that contains all criteria
required for campus-wide incident, problem, and change
management for ISU IT services based upon the needs
assessment and weighted scorecard.
2. Include in the RFP high level needs for remaining ITSM functions
beyond what is stated above.
3. Work with procurement to issue RFP for vendor response.
Select campus-wide ITSM
solution.
1. Utilizing requirements analysis, create scripted scenarios for
vendor demonstrations.
2. Facilitate vendor demonstrations of the ITSM solution.
3. Select a Finalist for campus-wide ITSM solution.


Project Charter
Campus-Wide ITSM Solution Phase 1, Tool Selection
March 8, 2013


Prepared by Rob Bailey in the Project Management Office Page 3 of 5


3.2 In Scope
The following will be considered in scope for this project:
All ISU IT support/service desk departments.
Criteria from non-IT departments to whom incidents are routinely escalated by the
central support/service desk.
Documentation of current Incident, Problem, and Change Management processes.
Incident, Problem, and Change Management solution criteria both required and desired
based upon requirements established in analysis.
Documenting standard needs for remaining ITSM processes and functions
3.3 Out of Scope
The following will be considered out of scope for this project:
Incident Management needs or systems outside of IT.
Any implementation or deployment of solutions.
Any process improvement implementations.
3.4 Project Estimated Costs and Duration
Goal Delivery Date
Estimated
Cost
Complete a detailed requirements analysis for Incident
Management, Problem Management, and Change Management.
May 2013
Create a high level requirements analysis for remaining ITSM
functions.
May 2013
Draft and issue RFP based upon the requirements analysis. June 2013
Select campus-wide ITSM solution. August 2013

4 Project Conditions
4.1 Assumptions
One tool will be used to manage campus-wide Incident, Problem, and Change Management
processes.
Stakeholders will be available to assist in requirement gathering efforts and able to provide
necessary criteria for analysis.
Funds exist to procure the ITSM solution.
Project Charter
Campus-Wide ITSM Solution Phase 1, Tool Selection
March 8, 2013


Prepared by Rob Bailey in the Project Management Office Page 4 of 5


4.2 Impact
Resources for gathering requirements, crafting, and evaluating RFP
4.3 Dependencies
Availability of resources to gather requirements, create, and evaluate RFP.
The duration and resource needs of the AT Merger efforts.
4.4 Risks
# Risk Description Likelihood Impact Mitigation Plan
1 Alienating AT from
other departments
by moving to a
campus-wide
solution.
Medium High Utilize a top-down approach to
market support of the strategic
objective. Include department
representatives in the RFP creation
process. Clearly communicate
strategic objective benefits.
2 Not all departments
participating in
requirements
gathering efforts
resulting in
incomplete RFP
criteria.
Medium Low Work with both management and
frontline support representatives to
gather the necessary criteria.
Utilize criteria gathered from larger
support/service desk departments to
bridge the information gap.
3 Quality criteria
unable to be
gathered due to
timeline.
Medium Medium Provide information in advance
outlining project objectives and
criteria/process questions related to
current Incident, Change (and
potentially Problem and Knowledge)
Management practices.
Communicate scheduling of meeting
to senior leadership to encourage
top-down support.

4.5 Constraints
Availability of stakeholder schedules to assist in criteria gathering during business hours.
Aggressive timeline for completion August 2013

Project Charter
Campus-Wide ITSM Solution Phase 1, Tool Selection
March 8, 2013


Prepared by Rob Bailey in the Project Management Office Page 5 of 5

5 Anticipated Resources
5.1 Roles and Responsibilities
Project Team Role Responsibilities
Executive Sponsors Champions executive approval for the project; provides official backing,
support for obtaining timely resources, and strategic direction; acts as
the focal point for project decisions beyond the project manager's scope
of authority.
Co-Sponsors Responsible for ensuring team members and the project stay on track.
Works with Procurement representative to ensure all necessary
procedures are followed in relation to RFP creation
Project Manager Ensures the project team completes the project; develops the project
plan with the team and manages the teams performance of project
tasks; secures acceptance and approval of deliverables from the
executive sponsor(s) and stakeholders; provides communication,
including status reporting, risk management, escalation of issues that
cannot be resolved in the team, and ensures the project is delivered in
budget, on schedule, and within scope.
Core Team Consists of Business Analysts, Documentation Specialists, Tool
Administrators, Subject Matter Experts (SMEs), and a Procurement
Representative. Responsible for gathering RFP requirements and
creating RFP content.
Extended Stakeholders Support project efforts; participate in project meetings and requirement
gathering efforts, as necessary.

6 Approvals

Name Role Signature Date
Andrea Ballinger Executive Sponsor


Mark Walbert Executive Sponsor
Carla Birckelbaw Sponsor
Dina Vaughan
Mark Walbert
Sponsor