Status

Fourth Revision

Version

1.1

Date

05/09/16

Author

Lucas Chan
Andreassend,
Joni Pablo,
Kimberley Capati

Project Brief
________________________________
ServiceNow Dashboard KPI
Project

Contents
Contents...................................................................................................... 2
Document Administration.............................................................................. 3
DOCUMENT PURPOSE................................................................................ 4
1

Project Overview.................................................................................... 5

1.1 Background............................................................................................ 5
1.2 Project Objectives/Deliverables Summary.............................................5
1.3 Proposed Project Scope..........................................................................5
1.4 Business Areas/Systems........................................................................7
1.5 Project Structure.................................................................................... 7
2

Outline Business Case............................................................................8

2.1 Options.................................................................................................. 8
2.2 Expected Benefits.................................................................................. 8
2.2.1................................................................................................... Benefits

2.2.2........................................................................................... Dis - benefits

2.3 Costs...................................................................................................... 8
2.4 Project Plan............................................................................................ 9

Page 2 of 12

Document Administration
Version History
Version
0.1
0.2

Description
Date
Initial draft
21/08/16
First
draft 22/08/16
revision

0.3

Second
revision

draft 24/08/16

1.0

Third
revision
Fourth
revision

draft 25/08/16

1.1

draft 05/09/16

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.
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
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
Academic Leader BCIS Research &
Development Projects (AUT)
Industry Advisor (AUT)

Page 3 of 12

Date of Final Issue

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

Business case summary information

Business problem

Business benefits

Project Information

Page 4 of 12

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.
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).

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 Non-First 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.
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.
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.
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
6

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

Name
Alistair Morgan
Zak Bogdan
1.5

Business Area
IT department
IT service desk

Impacted/Involveme
nt
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.

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.
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 be
9

used in day-to-day operations

10

11

Orange deliverables.
Purple milestones.

12