Status

Fourth Revision

Version

1.1

Date

05/09/16

Author

Lucas Chan
Andreassend,
Joni Pablo,
Kimberley Capati

Project Brief
________________________________

ServiceNow Dashboard KPI Project

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Contents
Contents
Document Administration
DOCUMENT PURPOSE
1

Project Overview

1.1 Background
1.2 Project Objectives/Deliverables Summary
1.3 Proposed Project Scope
1.4 Business Areas/Systems
1.5 Project Structure
2

Outline Business Case

2.1 Options
2.2 Expected Benefits
2.2.1

Benefits

2.2.2

Dis - benefits
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2.3 Costs
2.4 Project Plan

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Document Administration
Version History
Version

Description

Date

Comments

0.1

Initial draft

21/08/16

0.2

First
revision

draft 22/08/16

Edited project background, project

objectives/deliverables,
(dis)benefits, project structure.

0.3

Second
revision

draft 24/08/16

Edited project background,

(dis)benefits, project structure, out
of scope items.

1.0

Third
revision

draft 25/08/16

Added project plan, quality

assurance.

1.1

Fourth
revision

draft 05/09/16

Revised text, reworked project

objectives/deliverables, proposed
project scope, costs, options and
project plan.

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

Role

Signature

Date
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Zak Bogdan

Product Owner

Alistair Morgan

Senior User

Brendan Marmont

Senior Supplier

Greig Wakefield

Senior Supplier/Project
Supervisor

DISTRIBUTION:
This document has been distributed to the following
Distribution
Name

Role

Zak Bogdan

Product Owner

Alistair Morgan

Senior User

Brendan Marmont

Senior Supplier

Greig Wakefield

Senior Supplier/Project Supervisor

Stephen Thorpe

Academic Leader BCIS Research &

Development Projects (AUT)

Gisela Klette

Industry Advisor (AUT)

Date of Final Issue

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

Business case summary information

Business problem
Business benefits
Project Information

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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 KPIcentric. 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.
Perform ETL (Extract, Transform, Load) process to create the First Call Fix (FCF) KPI Dashboard.
Execute SQL Queries and use Data Integration tools (SSIS) in Visual Studio 2015.

Deliverables for the project are as follows:

A Data Model Design (Star Schema Diagram).

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Non-First

A Dashboard Design for the first prototype.

Solution Architecture (First Iteration/Prototype Solution Diagram)
Incident Excel Data that will be acquired from ServiceNow.
The first prototype will essentially be in Excel where it displays the comparison between First Call Fix (FCF) and
Call Fix (NON-FCF) Incidents as a graph and will also contain a summary table of statistics.
The second prototype which will focus on the comparison of KPMGs service desk analysts efficiency.
A fully implemented dashboard graphical user interface for a convenient means of running the scripts.
Process and build documentation for prototype 1, 2 and for the KPI dashboard.
KPI dashboard instructions.
Project portfolio for AUT.
Project poster.
Individual Reflective report.

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:

Focusing on the First Call Fix (FCF) KPI. In this project, a first call fix is determined by whether the issue or problem
was resolved through a phone call or email within 1 hour and if the job wasnt passed on to another colleague or assigned to
a different service desk analyst.

Obtaining and extracting data from ServiceNow.

Transforming it into a dimensional data model (fact table with multiple dimension tables). This will be done
through Visual Studio 2015 by performing SQL queries and using data integration tools to land the extracted data from
ServiceNow (Excel File) into the database, populate the tables and finally load it into Excel.

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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.

Bi-weekly sprint reviews will be held with the project team, product owner, senior supplier, and senior user. Each time a sprint
review is done, a sprint retrospective will be held afterwards to ensure that the team can reflect on how they are doing and find
new ways to improve on.

A product backlog shall be filled in and updated on

Scrumwise, user stories and acceptance tests shall be typed up in a document for each prototype and uploaded into
Scrumwise. In addition, the team must create burndown charts to drive planning and to be able to track sprints.

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Another methodology that would be used to manage the project is the prototyping approach. For this project, the prototypes
will be developed according to our clients requirements and the development of each prototype undergoes certain stages of
design, coding and testing. This will enable our client to interact with our developed product and therefore allow the client to
better understand and determine the requirements of the desired system.
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 facilitated 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.

1.4

Business Areas/Systems

The following people and or business units will be involved and/or impacted

Business Area

Impacted/Involveme
nt

System

Name
Alistair Morgan

IT department

Involved

ServiceNow

Zak Bogdan

IT service desk

Involved

ServiceNow

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1.5

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.
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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.

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 called ServiceNow. Extracted data will be transformed to fit in a
dimensional data model which needs to be established through the use of Visual Studio 2015 software. 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 First Call Fix
(FCF) 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.
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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.
Visual Studio 2015
Microsoft Excel

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

Project Plan

The project will be run for a duration of seven weeks, beginning Thursday 18 th, 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
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be used in day-to-day operations

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Orange deliverables.
Purple milestones.