Approved Academy Charter

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Approved Academy Charter

  1. 1. Enterprise IT Service Management Academy ______________________________________________________________________________ Project Charter ______________________________________________________________________________ Prepared By: M. Riley & K. Grissom Date of Publication: March 2, 2006 Date Last Revised: March 13, 2006 PMO CH1, 8/01
  2. 2. Enterprise IT Service Management Academy TABLE OF CONTENTS PROJECT OVERVIEW..............................................................................................................................................1 PROJECT INFRASTRUCTURE...............................................................................................................................1 PROJECT SCOPE.......................................................................................................................................................1 IN SCOPE:.................................................................................................................................................................1 OUT OF SCOPE:..........................................................................................................................................................2 DELIVERABLES PRODUCED:...........................................................................................................................................2 PROJECT ESTIMATED COST/EFFORT/DURATION........................................................................................2 ESTIMATED COST: $250,000......................................................................................................................................2 BUDGETED AMOUNT: $250,000 .............................................................................................................................2 ESTIMATED DURATION:................................................................................................................................................2 PROJECT ASSUMPTIONS........................................................................................................................................3 PROJECT RISKS ........................................................................................................................................................3 PROJECT APPROVALS:...........................................................................................................................................4
  3. 3. Enterprise IT Service Management Academy Project overview As a result of the ITSM academy, there will be an instance of the suite implemented and configured at the State Data Center. While the State Data Center and DAS Technology Support Center will immediately use the tool, other agencies are participating in the academy so that the tool is configured to address the needs of the enterprise. Goals: • Prove that one instance with multiple views will support multiple business needs and multiple agencies with regard to server/network for SDC and LAN/Desktop for DAS TSC. • Prove that IT asset data from multiple agencies could reside on this instance and reports can be generated separating data but also roll-up into one report. This can be accomplished because of the various IT assets that SDC will be acquiring and the client agencies that are supported by TSC. • Prove that Remedy IT Service Management suite of tools will support a comprehensive and effective configuration management database; IT asset management including all hardware, software, and peripherals from an IT business and financial perspective. • Collaboratively implement and configure Remedy IT Service Management Suite to address the needs of the enterprise. • Create work products that can be shared and reused by state agencies • Educate participants about State of Oregon IT Asset Management policies and IT Infrastructure Library best practices framework. • Utilize best practices in project management and systems development. Project Infrastructure Sponsor: Sean McSpaden IT Investment Manager 503-378-5257 Project Melody Riley IT Support Manager 503-373-0938 Facilitators/Project Managers: Janet Gerling OIS Planning & Policy 503-945-6244 Tom Forster SDC Remedy Project Manager 503-373-0204 Stakeholders: CIO Council SDC Management Team Academy Participants: sanclusterirmdtscITSMAcademyPublish to WebITSM Academy Participants.doc Project scope The scope of this project includes and excludes the following items: In scope: • Remedy IT Service Management (ITSM) Suite (Help Desk, Asset Management, Change Management) implemented and configurable to meet Enterprise needs • Remedy ITSM configured and implemented for immediate use by State Data Center and DAS Technology Support Center • Remedy ITSM hosted at State Data Center. • Auto-discovery tool solution implemented to interface with Remedy IT Service Management Suite, as determined by the outcome of the RFP solicitation for ITSM. • Remedy ITSM configured to track Total Cost of Ownership and lifecycles. • Remedy ITSM meets minimum tracking and reporting requirements defined by the IT Asset Management Policy. • ITSM training plan developed. Project Charter 1 04/30/10
  4. 4. Enterprise IT Service Management Academy Out of scope: • Immediate use for the entire enterprise. • Remedy Service Level Agreement module. • Implementation of the training plan. • Purchase and management of Enterprise licenses (initial cost, assessments). • Determination of how to transfer single licenses into Enterprise license. Deliverables produced: • Data models for Configuration Management Database (CMDB) • Functional IT Service Management models • Fully configured and implemented IT Service Management system (Help Desk, Asset Management, & Change Management) • Collection of IT Business processes and best practices • ITSM Training Plan Project estimated cost/effort/duration Estimated cost: $250,000 Budgeted Amount: $250,000 Estimated duration: High Level Milestones Date Start of project 3/6/2006 Milestone #1: Charter Approved 3/13/2006 Milestone #2: ITSM Processes 4/17/2006 Accepted Milestone #3: Vendor Identified 4/24/2006 Milestone #4: Configuration Items 5/1/2006 Identified Milestone #5: Configuration Items 5/8/2006 Implemented Milestone #6: Help Desk Items 5/15/2006 Identified Milestone #7: Help Desk Items 5/22/2006 Implemented Milestone #6: Change Management 6/5/2006 Items Identified Milestone #7: Change Management 6/12/2006 Items Implemented Milestone #8: Auto Discovery 6/19/2006 implementation End of project 6/26/2006 Project Charter 2 04/30/10
  5. 5. Enterprise IT Service Management Academy Project assumptions In order to identify and estimate the required tasks and timing for the project, certain assumptions and premises need to be made. Based on the current knowledge today, the project assumptions are listed below. If an assumption is invalidated at a later date, then the activities and estimates in the project plan should be adjusted accordingly. • Budgeted funds will cover costs to achieve project scope • Stakeholders will provide a continuing high level of project support • IT Asset Policy is clearly understood, agreed upon and followed uniformly • Incident reporting requirements are well defined at Agency and Enterprise levels • Terminology is clearly defined and understood (Incident, Problem, Change) • All affected work units understand and enforce the policy and procedures of new system Project risks Project risks are characteristics, circumstances, or features of the project environment that may have an adverse effect on the project or the quality of its deliverables. Known risks identified with this project have been included below. A plan will be put into place to minimize or eliminate the impact of each risk to the project. Risk area Probabilit Impact Risk plan (Mitigating) y (H/M/L) (H/M/L ) Lack of ability to report at detailed L H Group input and policy will help guide level - customization may be the configuration needs. required, impacting cost (database may not be as useful) Incident vs. Problem vs. Change - L-M H Education about ITIL definitions of lack of understanding and/or terms, agreement and acceptance by agreement group. Lack of buy-in to implement new L H Ease of use, involvement of processes (using the tool) stakeholders, support from upper management SDC's CMDB timeline slippage-- H H SDC will have to wait for the tool or may not gather all correct info (CIs) use different tools in the interim. Vendor timeline slippage, impacting deliverables H L-M Vendor not able to provide all deliverables within budget constraints H H Follow plan, stay in scope Stakeholder or sponsor change in support L L Lack of business acceptance of changes H L ITSM Academy and education efforts Project Charter 3 04/30/10
  6. 6. Enterprise IT Service Management Academy Project approvals: __________________________________________ ___________________ Project Sponsor – Sean McSpaden Date Name Signature Date Agency Role Scot Conner ~ signature on file ~ 3/13/06 DAS Remedy Application Admin. ~ signature on file ~ Karen Grissom 3/13/06 DAS Tech Writer ~ signature on file ~ Melody Riley 3/13/06 DAS IT Manager ~ signature on file ~ Rena Sawyer 3/13/06 DAS IT Procurement ~ signature on file ~ Dale Chipman 3/13/06 DEQ Hardware Analyst Absent from 3/13/06 John Wolfe meeting DEQ ~ signature on file ~ Janet Gerling 3/13/06 DHS OIS Planning & Policy ~ signature on file ~ Jake Murray 3/13/06 DHS OIS SCC Service Desk ~ signature on file ~ Gerry Woock 3/13/06 DHS IT Asset Manager Richard ~ signature on file ~ Woodland 3/13/06 DHS Change Management ~ signature on file ~ Roelin Smith 3/13/06 DOJ IT Manager ~ signature on file ~ Wil Broadbent 3/13/06 ODOT Help Desk Lead at DMV ~ signature on file ~ Clint Cooper 3/13/06 ODOT Asset Mgmt. Coordinator ~ signature on file ~ Cindy Miller 3/13/06 ODOT IT Procurement Manager ~ signature on file ~ Dan Jones 3/13/06 ODOT Field Tech Lead Dennis Absent from 3/13/06 Jorgenson meeting ODOT Tech Management Manager ~ signature on file ~ Steve Speckman 3/13/06 ODOT Computer Support Desk Manager Absent from 3/13/06 Craig Stinnette meeting ODOT Remedy Administrator Debra Absent from 3/13/06 Tschauner- meeting Napier ODOT Computer Support Desk Analyst Absent from 3/13/06 Clint Christopher meeting PERS IT Manager ~ signature on file ~ Chris Young 3/13/06 PERS Help Desk Lead ~ signature on file ~ Tom Forster 3/13/06 SDC Remedy Project Manager ~ signature on file ~ Carol Johnson 3/13/06 SDC Change Mgmt. Coordinator Absent from 3/13/06 Bryan Nealy meeting SDC SDC Representative Project Charter 4 04/30/10

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