Status

Version
Date
Author

Project Brief
________________________________
ServiceNow Dashboard KPI
Project

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

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

1.1

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

1.2

Project Objectives/Benefits Summary.........................................................................4

1.3

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

1.4

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

1.5

Organisational Chart...................................................................................................... 5

Outline Business Case................................................................................................... 5

2.1

Options............................................................................................................................. 5

2.2

Expected Benefits.......................................................................................................... 5

2.2.1 Benefits............................................................................................................................ 5
2.2.2 Dis - Benefits................................................................................................................... 6
2.3

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

2.4

Timescale......................................................................................................................... 6

Document Administration
Version History
Version
0.1

Description
Initial Draft

Date
21/08/16

Comments

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
Alistair Morgan
Zak Bogdan
Greig Wakefield

Role
Product Owner
Moderator
Project Supervisor

Signature

Date

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

Role
Product Owner
Moderator
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
help 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.

1.2

Project Objectives Summary

Objectives for the project are as follows:

Design a dimensional data model in which extracted data can be stored.

Develop a (series) of scripts that extract data from ServiceNow to be stored in the aforementioned
model.
Develop a dashboard graphical user interface for a convenient means of running the scripts.
1.3

Proposed Project Scope

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

This project will comprise of obtaining and extracting data from ServiceNow, transforming it into a
dimensional data model then building and developing a graphical user-interface (GUI) that will offer
KPMG employees the ability to monitor their performance and obtain a good discernment of the KPI
driven service. The project will be completed by October, 2016.

The Scrum methodology will be utilised to manage the project for its entire duration. 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.

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 department

Impacted/Involvement
Involved
Involved

System
ServiceNow
ServiceNow

Project Structure

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. Once the data have been
successfully gathered and extracted, the next step is to proceed on transforming the data into a
dimensional data model. Finally, the initiation of building and developing a graphical user-interface (GUI)
from which the tool can be run from will be performed. 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
Foster relationship with AUT with the potential for future student projects.
IT service department is able to observe performance metrics.
Metrics may be used to increase output capacity of IT service department.

2.2.2

Dis - Benefits
The use of KPMG resources (notebook, workspace) for students.
Occupying employee time through questions and guidance.

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.

The notebooks supplied for the students were not purchased solely for their benefit and are an excess
resource provided by the IT service 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 service 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 7 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.

Appendix
Glossary
Glossary
Term

Full Name

Description