PID Template.doc

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PID for Service Improvement Programme

Company

SIP - Project Initiation Document (PID)

Project Title: Service Improvement Project (SIP)

Project Sponsor:

Project Manager:

Customer:

Document name: Project Initiation Document


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Document name: Project Initiation Document


, $C./"O0'D.......................................................................................5

2. MISSIO' ST$TM'T.........................................................................6

1 O2CTI+S............................................................................................7

3 SCOP......................................................................................................8

4 D*I+"$*S......................................................................................9

5 $PP"O$C6...........................................................................................10

Progress "eviews..........................................................................................................................10

Progress "eports..........................................................................................................................10

Project Management 7ile.........................................................................................................10

C8ange Control...............................................................................................................................10

Issue Management.......................................................................................................................10


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$PP'DI? $ < MI*STO'S $'D D*I+"$*S........................21


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SERVICE IMPROVEMENT PROJECT (SIP)

Sin!tor" P!e

In #inin t$i# %ocument& it $!# 'een !ree% '" t$e #in!torie# t$!t t$e Proect Initi!tionDocument& !# #eci*e% i# #u+cient to mo,e t$e roect -or!r% to t$e roect e/ecution#t!e.

*evel: usiness Conte@t $ut8orisation

E/ecuti,e Son#or

ProectSon#or0o!r%ProectSon#or0o!r%

*evel: Project Direction

Proect M!n!er

Print 'ame Project "ole Sign Date


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P0"POS O7 T6 P"O2CT I'ITI$TIO' DOC0M'T (PID)

T$i# %ocument $!# 'een ro%uce% to c!ture !n% recor% t$e '!#ic in-orm!tion nee%e% tocorrectl" %irect !n% m!n!e t$e roect. T$e PID !%%re##e# t$e -olloin -un%!ment!l!#ect#2

3o t$e roect !im# to imro,e t$e o,er!ll 4u!lit" o- #er,ice cu#tomer# recei,e

-rom IT Ser,ice#

T$e or!ni#!tion !##oci!te% it$ t$i# roect ill 'e #tructure% !# -ollo#2

//

Proect e/ecution ill commence it$ imme%i!te e5ect !-ter !ro,e% #in6o5# o-

t$i# %ocument $!,e 'een un%ert!en.

8$en !ro,e% '" t$e Proect o!r% t$i# PID ill ro,i%e t$e 9!#eline: -or t$e roect'ut #ection# o- it ill 'ecome 9-ro;en:. T$e #ection# o- t$e PID t$!t !re %"n!mic !n%coul% otenti!ll" c$!ne o,er t$e li-e o- t$e roect norm!ll" ten% to 'e t$e 'u#ine##c!#e& roect l!n (mile#tone#) !n% t$e ACRID lo. An" c$!ne# #$oul% 'e #u'ect toc$!ne control.

T$e PID ill 'e re-erre% to $ene,er ! m!or %eci#ion i# t!en !'out t$e roect !n% u#e%!t t$e conclu#ion o- t$e roect to me!#ure $et$er t$e roect !# m!n!e%#ucce##-ull" !n% %eli,ere% !n !ccet!'le outcome -or t$e #on#or0u#er0cu#tomer.

T8e usiness Case:


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, ac9groun!

COMPAN= IT !re re,iein t$e 4u!lit" o- it# Ser,ice De# !n% IT

#uort #er,ice# to cu#tomer#.

T$i# %ocument ro,i%e# ! %e*nition -r!meor -or ! m!or

c$!ne ror!mme -or COMPAN= IT.

T$i# ill 'e ! -orm!ll" m!n!e% roect it$ !n !ree% 'u%et&

inclu%in !reement on intern!l !n% e/tern!l re#ource !lloc!tion.


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Mission Statement

To imro,e t$e #er,ice# cu#tomer# recei,e '" inclu%in !ll IT#t!5 in %eli,erin ro-e##ion!l& economic& e5ecti,e !n% e+cientcu#tomer centric #er,ice# to Com!n" '" re6enineerin t$eor!ni#!tion2

To m!e IT Ser,ice# c!!'le o- !c$ie,in ISO0IEC>???? '"

>??X

" imlementin e" IT roce##e# !n% c$!ne# '" @1 >??(St!e 1)2Peole& Structure !n% Tr!ininSer,ice De# !n% Inci%entSBA# !n% Ser,ice C!t!louePro'lem

Ne #"#tem imlement!tion (S=STEM)

" en#urin IT Ser,ice# i# c!!'le o- me!#urin t$e le,el o-

!linment o- #er,ice ro,i#ion t$e unit it$ ! m!turit" mo%el(AXIOS #ite certi*c!tion #t!n%!r%#) %urin >??


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3 Scope

I' Scope

COMPAN= IT #uort to !ll Ser,ice De!rtment# it$in COMPAN=

All rou# in IT Ser,ice# (m!n!ement& #t!5) !n% cu#tomer#

ITSM So-t!re De,eloment !n% Imlement!tion (inclu%in t$e

e!rl" #etu o- ! te#t #"#tem) Suort Proce##e# !n% roce%ure#

Ser,ice Reortin in !re!# lie t$e ro%uction o- Or!ni#!tion!l

e" Per-orm!nce In%ic!tor# (PI#) !n% Boc!l PI#

ITIB Aro!c$ (e#t r!ctice -or IT Ser,ice Suort) e"

roce##e# m!re% !# -ollo# F Ser,ice De# (Ser,ice De#) F

Inci%ent M!n!ement F Pro'lem M!n!ement F

Con*ur!tion M!n!ement F

Ser,ice C!t!loue F

Ser,ice Be,el Areement# (SBA#) F

Oer!tion!l Be,el Areement# (OBA#)

De!rtment!l re6#tructure

S i D % t$ i l t % l J ' % i ti


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Re#ource !,!il!'ilit" !n% !lloc!tion

4 Delivera&les (7or Stage ,)

T$e -olloin (3i$6Be,el) %eli,er!'le# ill e!c$ re4uire !ccet!nce !n%#in6o5 '" t$e Proect o!r% !n% Pror!mme Son#or(#).

Project Management Delivera&les

u#ine## C!#e G u%et

Proect Imlement!tion l!n t!##& re#ource#& time#c!le#& e5ort&

%eli,er!'le#& 'ene*t re!li#!tion St!e$ol%er m!

Proect Communic!tion# l!n

Proect Bo#2 m!or i##ue# !n% ri## i%enti*e%& recor%e% !n%

reul!rl" monitore% Proect Imlement!tion Re,ie (ene*t# re!li#!tion)

Proect Monitorin !n% Reortin

usiness Delivera&les

Re6#tructure% Suort Or!ni#!tion

R l $ % S i D


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5 $pproac8

T$e roect ill 'e run& u#in #t!n%!r% COMPAN= IT Proect

Met$o%olo" !# !rori!te $ic$ i# PRINCE>. T$e roect ill !im to 'e inclu#i,e '" u#in ! or#$o !ro!c$.

Document# ill 'e %r!-te% !n% %i#cu##e% !t or#$o# it$ ! -!#ttr!c !ro!c$ to #in o5.

T$e roect ill re4uire ! #tron onoin -ocu# on intern!l !n%

e/tern!l communic!tion# t$i# i# !rticul!rl" e" %ue to t$e#en#iti,itie# i%enti*e% it$ t$i# roect. T$i# ill 'e ! -orm!l !rt o-t$e roect it$ e" re#on#i'ilitie# !n% %eli,er!'le# outline% on t$ecommunic!tion# l!n.

T$e roect ill u#e C$!ne M!n!ement to en#ure t$!t !n"

c$!ne# to t$e #coe& %eli,er!'le#& time#c!le# etc mu#t 'e !ree%t$rou$ t$e Proect o!r% !n% reecte% in !n iter!tion o- t$i#%ocument.

"is9 Management ill 'e ,i! !n $C"ID lo '!#e% on t$eA##umtion#& Con#tr!int#& Ri##& I##ue# !n% Deli,er!'le#. A# !'o,e!n" c$!ne# mu#t 'e roce##e% ,i! t$e C$!ne M!n!ementroce## outline% on !e K.

Progress "eviews

T$e Proect Imlement!tion Te!m ill meet eel" t$rou$out t$e

%ur!tion o- t$e roect to %i#cu## roect rore## !n%

i ti % t $ % l t t t$


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-ol%er. All i##ue# mu#t 'e loe% !n% !##ine% !n oner !n% t!retre#olution %!te t$e#e ill 'e inclu%e% in t$e rore## reort. An"

#ini*c!nt i##ue# i%enti*e% ill 'e imme%i!tel" e#c!l!te% to t$eProect M!n!er !n% Son#or0PD.


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5, Project Sta9e8ol!ers

E/ecuti,e Son#or

Proect Son#or0Rere#ent!ti,e#

Proect o!r% (PD) Son#or Rere#ent!ti,e# Proect o!r% mem'er#

Proect M!n!er

E/tern!l Con#ult!nt (AXIOS)

Proect M!n!er

Stre!m M!n!er#2Or!ni#!tion!lDe,elomentSer,ice De# G Inci%entSBA G Ser,ice C!t!louePro'lemRe4ue#tITSMS Imlement!tion


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5 Project Organisational Diagram

Project Sponsor

Project Board (PBD)

Project Manager (PM)

AXIOS ons!"t#ng

o!n#cat#ons

Project oord#nator

*ec!t#+e Sponsor


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51 Project Organisation: "oles an! "esponsi&ilities

@ecutive Sponsor E/ecuti,e rere#ent!tion -or t$e roect

Project Sponsors M!n!ement %irection !n% !ro,!l -or t$e roect

IT !n% Council6i%e communic!tion# !# re4uire%

Aro,!l o- !n" m!or c$!ne#

Project oar! (PD)

O,er!ll %irection !n% ui%!nce -or t$e roect

ocu# on 'u#ine## %eli,er!'le#

Proect o!r% meetin# !n% re,ie#

Prioriti#!tion o- Proect I##ue#

Aro,!l o- !n" M!or c$!ne

Proect A##ur!nce Proect inut !n% re,ie -rom ! u#er ,ieoint

Project Manager (PM) O,er!ll roect %eli,er"

Pl!nnin monitorin !n% control

M!n!ement !n% %ri,e -or !ll or6#tre!m# !n% oner#

Prore## reortin to t$e roect 'o!r% !n% #on#or#

3i$li$tin !n% reortin o- m!or ri## !n% !n" c$!ne# re4uire%

t t ' % %


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3i$li$t !n% reort otenti!l i##ue# !n% ri## to t$e roect

m!n!er

Pro%uce eel"0-ortni$tl" rore## reort# !# re4uire%


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NOTE2 T$e roect i##ue#& ri##& !##umtion# !n% con#tr!int# outline% 'elo !re

#n!#$ot# !n% !re -urt$er %e*ne% in t$e ACRID Bo. T$e ACRID lo i# ! %"n!mic%ocument !n% t!e# rece%ence o,er t$e#e entrie# %urin roect e/ecution. *ocation:SIP $C"ID *og +,

53 Issues

Issue Pro&-a&ility

Impact Mitigation

Re#ource A,!il!'ilit" 6I/6 6I/6

Hoo% re#ource l!nnin u%et !reement

M!n!ement Suort

u%et !n% in!nce!reement

6I/6 6I/6 Pen%in !reement

M!n!ement Suort

Cultur!l Accet!nce (u"6in)!n% re#i#t!nce to c$!ne

6I/6 6I/6 Communic!tion# l!nnin

M!n!ement Suort

Emlo"ee P!rtici!tion

M!int!inin roectmomentum

6I/6 MDI0M Communic!tion# l!nnin

Proect l!nnin

M!n!ement Suort

Ser,ice Imro,ement!cti,itie# occurrin out#i%et$e remit o- t$i# roect

6I/6 MDI0M Reul!r Communic!tion#

Reul!r meetin#

Emlo"ee P!rtici!tion

8or in !ccor%!nce it$ ITIB

i ll


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55 $ssumptions

A,!il!'ilit" o- e" COMPAN= (IT G Cu#tomer) re#ource# !# re4uire%

orm!l roect #t!tu# -or t$e roect

Suort& #on#or#$i !n% communic!tion# -rom #enior M!n!er#

T$e e" roce##e# !n% c$!ne# ill %eli,er 4u!lit" 'ene*t#

Re6#tructure !n% #t!5 c$!ne# ill $!en !# re4uire%

u%et ill 'e !,!il!'le !# re4uire%

Suit!'le O+ce #!ce ill 'e !,!il!'le

Structur!l tr!n#ition c!n 'e !c$ie,e% e4u!'l" -or !ll concerne%

St!5 ill !tt!in ne #ill# !# re4uire% it$in #$ort time#c!le#

St!5 c!n 'e recruite% in t$e time#c!le# !# re4uire%


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; Outline Plan < TC

;, '?T $CTIO'S

Initiating Stage ,: Planning (May BB4) Or!ni#e !n% run Str!te" De,eloment 8or#$o (>L0?K0?)

Or!ni#e !n% run Proect De*nition 8or#$o (?0?0?)

Comlete !n% Deli,er PID (110?0?)

Het 'u%et !ree% (10?0?) Aree !n% #in o5 PID (>?0?0?)

Cre!te Imlement!tion Pl!n& Mile#tone#& Control %ocument# inclu%in

Communic!tion Pl!n (?0?0?) Issue Implementation Plan (1,B4BB4)

@ecuting Stage ,: (En%in2 M!rc$ >??). Det!ile% Pl!nnin

Setu te#t #"#tem !n% rele,!nt tr!inin -or imlement!tion te!m mem'er#

Or!ni#!tion!l De,eloment (Role#& Re#on#i'ilitie# G Tr!inin)

Imlement Ser,ice De# !n% Inci%ent M!n!ement

Con*ure !n% rele!#e BIVE Ser,ice M!n!ement #"#tem

Imlement SBA# !n% Ser,ice C!t!loue

Imlement Pro'lem M!n!ement (limite% #coe)

Imlement Re4ue#t !n% Con*ur!tion M!n!ement (#coe o- C-M limite% to

t ti t t i i l l ti $i ' t t )


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= %or9 StreamsPac9ages

Stream ,: Duration May B4 < $pril B5.ey tas9s: People an! StructureDescription:Re,ie o- t$e current #tructure it$in IT to en#ure it !%e4u!tel"

#uort# t$e SIP roce##e#Objectives: 6 to i%enti-" t$e 'e#t #tructure to #uort ITIB it$in COMPAN=

6 to imlement ne #tructure& %ocumentin o' %e#crition# -or ne role#i%enti*e%

6 to imlement !ccommo%!tion c$!ne# !# nece##!r"

Stream : Duration 2uly B4 < Marc8 B5.ey tas9s: Service Des9 an! Inci!entDescription:Imlement!tion (!# !rt o- t$e SIP) o- t$e Ser,ice De# !n%

Inci%ent M!n!ement mo%ule o- ITSM #o-t!re !n% !##oci!te%roce##e#.

Objectives: 6 to imro,e reortin on er-orm!nce me!#urement# 6 to !utom!te $ere o##i'le 6 to ro,i%e con#i#tent& #inle oint o- cont!ct -or #er,ice m!n!ement

roce##.

S 1 D i $ il B4 $ il B5


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Stream 5 Duration 2une B4 < $pril B5

.ey tas9s: Tec8nology - Implement ITSM Solution (ITSM SSTM)Description:Imlement!tion o- ITSM #o-t!re to #uort SIP roectObjectives: to


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=,"oute Map (Dra#t)

T$i# i# ! $i$6le,el route m! o- t$e m!in roect #t!e# !n% !##oci!te%#tre!m#.

I% , S)-.I) IMP-O.)M)/% P-O0-AMM) Stage 1

NovApr 05 May July Sept Jan Mar Apr 06

Agree Strategy

and Project

Definition

Realign Service Desk and Introduce Incident Management

People, Structure & Training

Introduce Service atalogue and pilot S!As "it# ustomers

Introduce Pro$lem Management

Introduce Reuest Management


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c$!ne# ill $!en

o To u'li#$ #ucce##e# !n% reul!rl" reort on rore##!!in#t t!ret#

o To e#t!'li#$ ! o#iti,e communic!tion# c$!nnel it$ !ll

#t!e$ol%er#

o To minimi#e rumour !n% mi#6in-orm!tion !n% to

o#iti,el" !i% #t!5 moti,!tion t$rou$ ! %i+cult erio%o- c$!ne.

o To communic!te t$e oortunit" !n% i##ue# in t$eProect !n% it# imlement!tion to COMPAN= #t!5

*ocation o# Communications Plan:SIP Comms Plan

Some e" me##!e# !re #$on 'elo

>, .ey Messages < TC

6ig8 *evel MessagesIn-ormin M!n!ement !n% Emlo"ee# o- rore##Communic!tin outcome# o- roce## or#$o#Communic!tin ro%uct %eli,er" (ro%uct inter!tion)

- i % -


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$ppen!i@ $ < Milestones an! Delivera&les

!#e% on or !c!e# -or #t!e 1. St!e# > !n% to 'e %e*ne%. *ocation o# Fuality *og: SIP Fuality *og +,

Milestone Delivera&le Measurement

Pro!uce! y

DueDate

Signe!-oG y

Input#rom

Or!ni#!tion!lDe,eloment2Imlement NeStructure

Ne #tructure !ree%.Ne o' %e#crition#.Peole in l!ce.

See 4u!lit"lo

>0?K0?

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Pro!uce! y

DueDate

Signe!-oG y

Input#rom

SD !n% Inci%ent2 ProcessSer,ice De# Ser,ice 2

-C!ll loin.

- Ser,icec!t!loue.

- Reortin#c$e%ule

Sel- Ser,ice2- Cu#tomer e'

loin.- Cu#tomer e6m!il

loin.

PeopleTr!ine% #"#tem#!%mini#tr!tor#.

Tr!ine% IT #"#tem u#er#.SystemITSM S"#tem ITSM #o-t!re.

See 4u!lit"lo

>0?K0?

SBA !n% Ser,ice C!t2B!unc$ SBA it$ PilotCu#tomer Hrou

A orin ilot #er,ice le,el!reement -or Soci!lSer,ice# De!rtment.A Ser,ice Be,elM!n!ement roce##.

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Pro!uce! y

DueDate

Signe!-oG y

Input#rom

Pro'lem2Imlement Pro'lem

M!n!ement

Pro'lem M!n!ementProce##.

M!or Inci%ent roce##.Reortin #c$e%ule.S"#tem.

Tr!ine% IT #"#tem u#er#.

See 4u!lit"lo

170?10?

Re4ue#t2TA

Scoin %ocument !n%recommen%!tion#

See 4u!lit"lo

AXIOSCon#ult!nt#

>L0?L0?

Tec$nolo"2Ho Bi,e Ser,iceDe# G Inci%ent.

Ho Bi,e Pro'lemM!n!ement.

S"#tem.S"#tem Document!tion.

See 4u!lit"lo

170?10?

Mile#tone# to 'e%e*ne% -or #t!e >

To 'e %e*ne% %urin #t!e >l!nnin $!#e

Mile#tone# to 'e%e*ne% -or #t!e

To 'e %e*ne% %urin #t!e l!nnin $!#e

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PID Template.doc

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