Status

Third revision

Version

1.0

Date

24/08/16

Author

Lucas Chan
Andreassend,
Joni Pablo,
Kimberley Capati

Project Brief
________________________________
ServiceNow Dashboard KPI
Project

Contents
Contents...................................................................................................................................... 2
Document Administration....................................................................................................... 3
1

Project Overview............................................................................................................. 4

1.1

Background...................................................................................................................... 4

1.2

Project Objectives/Deliverables Summary.................................................................4

1.3

Proposed Project Scope................................................................................................. 4

1.4

Business Areas/Systems................................................................................................ 5

1.5

Project Structure............................................................................................................. 5

Outline Business Case................................................................................................... 6

2.1

Options............................................................................................................................. 6

2.2

Expected Benefits.......................................................................................................... 6

2.2.1 Benefits............................................................................................................................ 6
2.2.2 Dis - benefits................................................................................................................... 6
2.3

Costs................................................................................................................................. 6

2.4

Timescale......................................................................................................................... 7

Document Administration
Version History
Version
0.1
0.2

0.3
1.0

Description
Initial draft
First draft revision

Date
21/08/16
22/08/16

Second
draft
revision
Third draft revision

24/08/16

Comments
Edited project background, project
objectives/deliverables, (dis)benefits,
project structure.
Edited project background, (dis)benefits,
project structure, out of scope items.
Added project plan, quality assurance.

25/08/16

SIGN OFF:
This document requires the following approvals. By signing this document you indicate that you approve
of the proposed concept in this document and that next steps may be taken to formalise a project in
accordance with the details outlined herein.
Approval
Name
Zak Bogdan
Alistair Morgan
Brendan Marmont
Greig Wakefield

Role
Product Owner
Senior User
Senior Supplier
Senior Supplier/Project
Supervisor

Signature

Date

DISTRIBUTION:
This document has been distributed to the following
Distribution
Name
Zak Bogdan
Alistair Morgan
Brendan Marmont
Greig Wakefield
Stephen Thorpe
Gisela Klette

Role
Product Owner
Senior User
Senior Supplier
Senior Supplier/Project Supervisor
Project Coordinator
Project Coordinator

DOCUMENT PURPOSE
The purpose of this document is to provide the following information:

Business case summary information

Business problem

Business benefits

Project Information

Date of Final Issue

1 Project Overview
1.1

Background

The KPMG IT department desires a dashboard be developed to obtain performance metrics for the service
desk in-line with the key-performance indicators (KPIs). The current reports provided through the job
management software ServiceNow are not KPI-centric. Therefore, the project intends to address the need
for more specific data. Auckland University of Technology (AUT) students will be executing the project.
The service desk is a resource intended to provide internal employees with information and the necessary
support related to KPMGs products and services. Generally, a service desk assists users by
troubleshooting problems and providing guidance about a software or a computer related product.
Assistance is usually provided through various ways via phone, email, instant messaging and in person.
ServiceNow is the main job management system used by KPMGs service desk to log and manage jobs.

1.2

Project Objectives/Deliverables Summary

Objectives for the project are as follows:

Provide accurate, KPI-centric reports on service desk performance.

Establish a KPI-centric work culture.

Deliverables for the project are as follows:

A dimensional data model to store extracted data.

A solution that extract data from ServiceNow to be stored in the aforementioned model.
A dashboard graphical user interface for a convenient means of running the scripts.
Project portfolio for AUT.
1.3

Proposed Project Scope

The following identifies in-scope and out of scope items in relation to the project at a high level.

In-scope items comprise of:

Obtaining and extracting data from ServiceNow.

Transforming it into a dimensional data model (fact table with multiple dimension tables).

Building and developing a dashboard that will offer KPMG employees the ability to monitor their
performance and obtain a good discernment of the KPI driven service.

Completion by October, 2016.

The Scrum methodology will be utilised to manage the project for its entire duration. This
methodology was chosen as per KPMGs systems development life cycle (SDLC) procedures. It is also
expected to adhere the objective criteria which includes:

Completing the project within seven weeks.

Incurring a minimal cost (near $0).

Successfully meeting all project objectives.

Out of scope items comprise of:

Automated functionality will not be included in the product due to time constraints.

Focus will be on a single KPI.

The end product is considered a prototype and is not intended for operational use.

Quality assurance will be facilitate through a review process once the task completed has met the
projects definition of done as listed below:

Any relevant documentation relating to the product is provided.

All company protocols have been followed.

Tests prove the product is functional.

The product owner has signed it off.

Bi-weekly sprint reviews will be held with the project team, product owner, senior supplier, and
senior user.

1.4

Business Areas/Systems

The following people and or business units will be involved and/or impacted
Name
Alistair Morgan
Zak Bogdan

1.5

Business Area
IT department
IT service desk

Impacted/Involvement
Involved
Involved

System
ServiceNow
ServiceNow

Project Structure

Senior User (Alistair Morgan) Represents the interests and needs of the users within the project.
Product Owner (Zak Bogdan) The projects main stakeholder. Has a vision of what is needed to be
built and delivers this vision to the scrum team.
Senior Supplier (Greig Wakefield and Brendan Marmont) Provides the resources and skills which is
required to produce the projects specialist products.
Scrum Master (Lucas Chan Andreassend) Responsible for ensuring that the team follows the
practices of Scrum and guides the team. The scrum master facilitates meetings, works on the
product backlog and removes any impediments in the project.
Developers/Team Members (Joni Pablo and Kimberley Capati) - Responsible for developing the
product of the project. Team members are also responsible for identifying the complexity of the
tasks, allocating times to given tasks and communicating the status of the project to the scrum
master.

2 Outline Business Case

This section outlines the reasons why the project is needed and any other relevant information pertaining
to this i.e. benefits and costs.
2.1

Options

The team will acquire data from the job management software ServiceNow. Extracted data will be
transformed to fit in a dimensional data model which needs to be established. A dashboard will be used to
present this data with user specified search criteria. This will allow KPMG to obtain a good insight of the
key-performance indicator (KPI) driven service and monitor their performance simultaneously.

2.2
Expected Benefits
2.2.1 Benefits
The IT service desk will be able to measure their performance which will provide indicators on where
improvements may be made. A high degree of performance will mean greater uptime for KPMG IT
services that facilitate other departments functions.
The reports grant greater visibility to upper level management on how service level agreements are
being met.
IT service desk management will save time, thereby improve efficiency when provided with a summary
of key information presented on a single dashboard.
2.2.2 Dis - benefits
There exists the possibility for a KPI-centric work culture to see indicators as a target rather than a
measure, thereby decreasing usefulness.
2.3

Costs

The project is estimated to be a low-cost affair. The extent of costs incurred to KPMG are as follows:

ServiceNow licenses.

Notebook loan.

Student workspace.

Client sponsor and staff time.

The notebooks supplied for the students were not purchased solely for their benefit and are an excess
resource provided by the IT department.
The students workspace is available to them each Thursday for seven weeks, from 8:30AM to 5:00PM, and
is located at the rear of the IT department room.

2.4

Timescale

The project will be run for a duration of seven weeks, beginning Thursday 18th, August 2016. The project is
due to officially commence Thursday 25th, August with sprint durations of 14 days, and sprint reviews
being held bi-weekly. The time for when the benefits of the projects will be realised are currently unknown
as it is still undecided as to whether or not the dashboard will be used in day-to-day operations.

Orange deliverables.
Blue milestones.