Project Charter Template

Project Charter
General Information
Project Title
Date
Desktop Support Asset Management 9/17/2012
Project Manager Phone Email
Jodi Muller 415.476.2821 Jodi.Muller@ucsf.edu
Executive Sponsor Phone Email
Sian Shumway, Director IT Field Services 415.502.1379 Sian.Shumway@ucsf.edu
Executive Sponsor Phone Email
Pierre Brickey, Director IT Quality Assurance 415.353.3515 Pierre.Brickey@ucsfmedctr.org
Executive Sponsor Phone Email
Karen O’Neill, Director IT Infrastructure 415.353.3101 Karen.O’Neill@ucsfmedctr.org
ITSM Product Manager Phone Email
Rebecca Nguyen 415.476.6748 Rebecca.Nguyen@ucsf.edu
Document Version
Updated Date
1.5 11/6/12
Project Scope
Situation / Problem / Opportunity
Through the Operational Excellence initiative, a larger project to consolidate desktop support services across the Campus is
underway and an IT Asset Management tool has been identified as a critical component that is required to support the new
consolidated Campus Desktop Support Program.
The ServiceNow Asset Management tool will allow the Campus Desktop Support Program to track and manage assets
(computers, communication devices, printers, and software) in a single location. Because these types of assets are also used,
tracked and managed by the Medical Center, we will collaboratively implement and configure the tool to address the needs of the
enterprise.
Project Goals
• Collaboratively implement and configure desktop support asset management to address the needs of the enterprise.
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Project Charter 1.5 1

In Scope / Out of Scope
In Scope:
• Asset Management for the following configuration items to support the new Campus Desktop Support Program and the
Medical Center APeX Godzilla project:
o Computers
o Communication Devices
o Printers
• Integration with BigFix and ServiceNow for Computers and Communication Devices for the new Campus Desktop Support
Program
• Integration with Casper Suite and ServiceNow for MAC Computers and Communication Devices for the new Campus
Desktop Support Program
• Software Asset Management for Campus and Medical Center
Out of Scope:
• Configuration items used today by Telemedicine, School of Medicine ISU and Medical Center such as Servers, Network
Gear, Other Assets (miscellaneous Telemedicine assets) will stay as is and not be reviewed during this project.
• ServiceNow workflow implementation for the APeX Godzilla project.
Objectives / Deliverables (if known)
• Deployment of CMDB module for configuration items: Computers, Communication Devices, and Printers
• Integration between BigFix and ServiceNow for Computers and Communication Devices
• Integration between Casper Suite and ServiceNow for MAC Computers and Communication Devices
• Deployment of the Software Asset Management module
• Documented Asset Management Process for the configuration items in scope
• Documented Software License Management Process
• Deployment of supplemental billing process for the new Consolidated Desktop Support program
Project Assumptions
• Medical Center will provide Business Analyst and ServiceNow development resources.
• Medical Center Field Services will contribute to CMDB review and provide input.
• IT Field Services will work with and train Service Desk on new process.
• IT Field Services will be responsible for developing training/user documentation and provide training as needed
• For the Medical Center Godzilla related project, we will only gather and implement requirements for Computer configuration
item field attributes.
Risks and Dependencies
• Lack of resources
• Competing ServiceNow projects
• Short timeline requirement
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Project Charter 1.5 2

Resource Requirements
People:
Time:
Dollars:
• Executive Sponsors
• ITSM Product Manager
• Subject Matter Experts
• Project Manager (.5 – funded by Campus OE Desktop)
• Business Analyst (.5 – resource to be provided by Medical Center and Campus OE Desktop)
• ServiceNow Developer (200-400 hours – resource to be provided by Medical Center and Campus OE Desktop)
• BigFix Resource (40-80 hours – funded by Campus OE Desktop)
• This project will be implemented in phases.
o Phase I: December 2012
o
o
o
• Computer Assets
• Computer Workflow/Processes
• Big Fix Integration
Phase II: Date TBD
• Casper Suite Integration
• Communication Devices
• Printers
Phase III: Date TBD
• Communication Devices and Printer Workflow/Processes
Phase IV: Date TBD
• Software Asset Management
*APeX timeline TBD – based on Medical Center ServiceNow Developer availability.
• This project will be covered by combination of baseline resources (Campus and Medical Center) and project funding
(OE Desktop).
High-Level Milestones and Timeline
Official Project Kick-off Meeting: September 26, 2012
Charter Approved: September 26, 2012
Phase 1 Requirements Completed: October 5, 2012
Phase 1 Training & Go-live: December 2012
Phase 2: TBD
Phase 3: TBD
Phase 4: TBD
Project Team Roles and Responsibilities
Team Member Roles Responsibilities
Rebecca Nguyen Product Manager The Product Manager is the liaison
to the Project Sponsors and Project
Stakeholders, and is responsible for
facilitating and organizing the project
roadmap, managing the team work
activities, and resolving issues raised
by the Project Manager.
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Project Charter 1.5 3

Jodi Muller Project Manager The Project Manager develops and
maintains the project plan
(resourcing, implementation, work
plans, etc.), monitor project progress,
and ensures projects are completed
on time and within budget.
Terrie Coleman (.2)
Peter Stampfer (.3)
Pete Seatavakin
Cesar Gudiel
John Cooper
Yewei Zhou
Business Analyst
Subject Matter Experts (SMEs)
Business Analysts analyze, interpret,
and document business rules and
requirements for technical systems.
In addition, they assist in integration
and user acceptance testing, support
the development of training material,
participate in the implementation of
systems, and provide postimplementation
support.
SMEs work with Product and Project
Managers in providing Department
domain knowledge. In addition, they
assist the Business Analyst in
providing requirements and
developing the asset management,
software asset management and
supplemental billing processes.
SMEs will participate in user
acceptance testing, develop training
materials, provide training and assist
the Project Manager in identifying
total number of users, divisions/units
impacted by the project.
Navigis
Medical Center Resource TBD
ServiceNow Developer
The ServiceNow Developer will
update the CMDB, implement
revised/new workflows and build the
integration between ServiceNow and
BigFix. He/she will ensure technical
quality of the systems and products,
control system development and
operation during implementation,
provide input into the project plans
for work completed status, produce
all technical project deliverables,
documentation and design
specifications, and ensure technical
issues are resolved.
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Communication Strategy
What Who When How
Description/Title Provider Recipient Frequency Format Medium/Distributio
n Method
Kickoff Meeting
Project
Manager
Project
Team
One Time Only Meeting Face to Face
Conference Call
Project Workshops
Project
Manager
Project
Team,
Invitees
As Needed Meeting Face to Face
Conference Call
Project Status Meetings
Project
Manager
Project
Team
As Needed Meeting Face to Face
Conference Call
Meeting and Workshop
Minutes
Project
Manager or
Designated
Project Team
Member
Distribution
List
2 days after
Meeting by COB
MS Word file on
Shared Drive
Email
Action Items Project Team Project
Team
TBD
MS Excel file on
Shared Drive
Face to Face
Conference Call
Status Reports
Project
Manager
Executive
Sponsors
Bi-Weekly
PDF on Shared
Drive
Email
Technical
Design/Development
Meetings
Project
Manager
Developers
Technical
Staff
TBD Meeting Face to Face
Conference Call
ServiceNow
Updates/Announcements
Project
Manager
Product
Manager
Project
Sponsor
IT Directors
Project
Team
As Needed Email Email
Charter will be reviewed and signed by the Executive Sponsors and ITSM Product Manager.
Executive Sponsor:
Sian Shumway
Executive Sponsor:
Pierre Brickey
Reviewed By Date Reviewed By Date
Email approval 11/9/2012 Email approval 11/9/12
Executive Sponsor:
Karen O’Neill
ITSM Product Manager:
Rebecca Nguyen
Reviewed By Date Reviewed By Date
Email approval 11/12/12 Email approval 11/9/12
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Project Charter 1.5 5