Professional Documents
Culture Documents
1.0
Date
11/10/2016
Author
Lucas
Chan
Andreassend,
Kimberley Capati, Joni
Pablo
Purpose
This document intends to provide information on the current state of the ServiceNow Dashboard KPI
(SDK) project, and future tasks required for its completion.
Project 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 were executing the project. It has since been put on hold due to the teams time
constraints.
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.
Project Objectives
Objectives for the project are as follows:
Project Structure
Team members:
o Lucas Chan Andreassend.
o Joni Pablo.
o Kimberley Capati.
Product owner:
o Zac Bogdan.
Senior supplier:
o Brendan Marmont.
Tasks To Do
Tasks which are required for project completion are as follows:
N.B SQL code used for creating and populating tables thus far will be provided.
Known Challenges