Keller Graduate School of Management

MIS 600 -  Information Systems Capstone

I need a Project Methodology created for my project to install ServiceNow as our IT Service Desk Solution for Keller Graduate School.  I need a 1 to 2-page report for this project.  ServiceNow is the Service Desk solution we will be using with this project.  http://www.servicenow.com/solutions/role/it.html

I've included a sample document named PM value statement & Methodology as an example.  Please do not copy this document word for word because the project will be submitted to Turnitin.  

 

 

Project Value Statement By initiating this hand hygiene project in hospitals and various health care centers, it provides a lot of
value in the form of service to the patients. By implementing this project successfully, the number of
diseases those were spreading now due to lack of hand hygiene will decrease and any hospital
implement this according to the strategies, they will achieve 100% hand hygiene compliance in the next
8 months which is October 2016. Project Methodology. The project management method we use for this hand hygiene project is Agile Methodology. Agile
methodology is an alternative to traditional project management, typically used in software
development. It helps teams respond to unpredictability through incremental, iterative work cadences,
known as sprints. The Phases of Agile methodology are as follows: This is most commonly used in software development but the approach can also be powerful in
some other types of projects as well. Some users say that practitioners must have lightweight
project management processes in place in order to deliver in the short timeframes that Agile
demands. Instead of building the project all together, the development is broken up into sprints
with small deliverables. Initiation Phase: In the initiation phase, we gather all the business and user requirements to
complete this project by conducting some surveys and evaluating previous records of health
diseases those were caused due to lack of hand hygiene. Planning Phase: Here, after gathering requirements, the managers will think about the budget
and schedule and how long the project may prolong and everything was documented with time
and cost and will be handed over to the hospital management. Requirement Analysis: When the project is initiated and planned, the next thing that should be
focused is analyzing the available requirements for the project. For example, we need some
computer equipment and database specialists in this project, so we have to mention them as
requirements for this project and make sure that they are available for the next phase. Design: Here necessary tasks are assigned to the designated personal and the project will be
designed and it will be followed by the entire project team. If any changes are done here, it
shows a little difference in the next upcoming phases. Functionality Development and Feedback: This is a little critical phase because the amount of
work that needed to be done here is very vast and complex. It is important that the project
needs to be developed day by day with necessary user requirements and the manager should
get some important feedback based on the current design. It enables the manager and the
employees to make necessary changes in the project. Improvement: Based on the feedback from the employees within the organization about how
the project is going to be, making necessary changes is mandatory as it is a part of the project. It
could be like increasing the equipment cost or hiring more people for convenience. Functionality Acceptance: After everything is done, the project will be implemented and
released in the given cost and schedule. Next Functionality Development: In case the next cycle of the project needs to be developed or
the same project with different constraints, using these strategies and methods, that can be
implemented with ease.

 

DeVry University, Keller Graduate School of Management MIS - 600: Information Systems Capstone Table of Contents
EXECTUVE SUMMARY.................................................................................................3 PROJECT CHARTER (SCOPE DEFINITION)............................................................4 PROJECT VALUE STATEMENT...................................................................................9 REFERENCES................................................................................................................10 MIS600 Information Systems Capstone
EXECUTIVE SUMMARY
Keller Graduate School of Management, one of the largest graduate management schools
in the United States, serves working professionals with convenient, flexible programs that
emphasize balance and growth. Keller’s graduate programs are focused and designed with
professional, working adults in mind, offering an extensive array of evening classes on more than
55 campus locations nationwide. At current, there are approximatively 45,6000 students enrolled,
and over 25 programs for students to choose from — this includes an MBA with 11
concentrations, 9 Graduate Certificates, and 7 Specialized Master’s Degree Programs.
Keller designed the education platform with advancements of technology in mind by
offering students a digitized, active workplace that meets their ongoing educational needs.
Technology is central to the institution, in order to maintain the needs of both the market and
students, Keller infuses technology into the various applications across the university. The results
of a recent research study conducted by Keller has drawn attention to the fact that the current
system in place for tracking and maintaining customers’ service requests, status reports, and
configuration/troubleshooting information is faulty and ineffective, often resulting in reduced
productivity, response times, and overall customer service.
Ultimately, Keller’s Information Technology Department would like to provide better
customer service to users, as well as increase IT productivity and efficiency. To improve the flow
of service requests, status reports, and configuration information, Keller will implement a hosted
solution, ServiceNow, which provides a standard method for the flow of services and requests. Page 3 of 10 MIS600 Information Systems Capstone
By providing the latest feature sets, this project enables a better toolset for not only the users but
also for the Information Technology Department to support the information technology systems.
PROJECT CHARTER (SCOPE DEFINITION)
Project Name
Project
Manager
Sponsor(s) Implementation of ServiceNow, Ticketing
System
Jeff Arnold Project Number 002-01 Prioritization High Start Date: March 12, 2017 Scheduled
Completion
Date: December 31, 2017 Edward Jones, CIO Mission/
Purpose Scope
Definition Remedy (the current ticketing system in place for tracking and maintaining customers’
service requests, status reports, and configuration/troubleshooting information) is faulty
and ineffective, often resulting in poor productivity, response times, and overall
customer service. The implementation of the ServiceNow Ticketing system will resolve
these issues as well as provide a platform that supports problem management, asset
management, and a flexible self-service catalog that enhances IT performance and
operations.
1. Create an ITIL based Enterprise Service Desk model with procedures for Incident,
Request, and Problem Management
2. Enterprise Service Portfolio and Catalog - A landing page will be made available
to end users with the following attributes:
a. Knowledge Management
b. Self Service Catalog
c. Project Services
d. Event Notification
3. Customer Satisfaction Program - Survey program that will allow the measurement
of service effectiveness based on multiple variables. Page 4 of 10 MIS600 Information Systems Capstone
SOW Objectives This project involves implementing a new ticketing system, ServiceNow, for students,
faculty and staff, as well as professors across the university that will serve as a central
location and intermediary between users and IT. Though the primary purpose of this
ticketing system is to provide users with an efficient process for submitting service
requests and receiving expedited service, the solution also offers additional features that
enhances IT productivity and support. This solution enables IT to provide users with
end-end support (i.e. logging, tracking, configuration, and resolution) with service desk
tickets and requests. The period of completion for this project is a little over nine
months, beginning on March 12, 2016, with the project closeout scheduled for
December 31, 2017.
The purpose of this project is to provide and deliver a coherent service catalog whereby
users are delighted with the end to end experience, and the value they receive for every
service. The optimal focus for the implementation of ServiceNow includes:
1. Implement an IT Service Management solution hosted by ServiceNow to provide a
standard method for any user to interact with IT and then trigger a set of repeatable
processes that will ensure that the user receives a high level of service quality.
2. Enhance the efficiency and effectiveness of Keller’s IT operations, including
incident management and change management.
3. Limit unplanned downtime by having a single consolidated service automation
platform.
4. Provide user-friendly interfaces through service catalogs to save employee time
when.
5. Making service and provisioning requests.
6. Drive increased user productivity among enterprise users by decreasing time spent
on service requests and fulfillment processes. Business
Need This project will take place for business and performance reasons. ServiceNow is ideal for
Keller University’s campus community, as it not only creates proximity for targeted users,
but also helps prioritize the overall workflow. Project
Manager
and The Project Manager, Jeff Arnold, will lead this project. The primary stakeholders
include: Stakeholders 1. Core Project Team 2. Information Technology Department
3. End Users
a. Students Page 5 of 10 MIS600 Information Systems Capstone
b. Professors
c. Faculty and Staff
4. Vendor – ServiceNow
5. Keller Graduate School of Management
Milestones March 12, 2017: Project Kick-Off March 15, 2017: Requirements Review April 18, 2017: Software Product Build Review and Design May 30, 2017: Preliminary Design Review June 3, 2017: Critical Design Review July 26, 2017: System Test Review August 15, 2017: Test Plan Review September 19, 2017:Technical Investigation Review and Complete
October 25, 2017: Software Build Complete November 30, 2017: Operational Readiness Review
December 26, 2017: Project Termination
December 31, 2017: Project Rollout
Budget The initial budget to complete this project has been set to $50,000. High-Level
Project Assumptions:
Project
1. The customer will provide the required resources and ensure active participation to
Assumptions
ensure the implementation is successful. This will include, without limitation, an
executive decision-maker, project leadership and management, subject matter
experts, and technical resources. Page 6 of 10 MIS600 Information Systems Capstone
2. The customer is responsible for testing prior to production deployment.
3. The customer is responsible for end user training.
4. Clearly defined and documented functional requirements are completed during the
Discover stage.
5. Onsite visits will be defined during the kick-off workshops in the Plan stage. The
customer project manager and ServiceNow engagement manager will manage
onsite engagements to avoid extensive travel time.
High-Level
Project
Constraints Project Constraints: Exclusions
and
Boundaries This project will not be extended, in terms of budget or implementation. The complete
rollout of ServiceNow is the only focus of this project. No other solutions are projected to
be added during the 9-month span of the implementation.
Risks Include: Major Risks 1. Some processes/integrations will remain on Remedy until all modules are built out
in ServiceNow.
2. Time – the Service Desk must be in place by December 31, 2017
3. Budget – The cost of this project must not exceed the budget of $50,000
4. Vacant positions within ServiceNow team. 1. Insufficient Funding (High/High)
2. Network Outages (High/High)
3. Insufficient Resources (Low Overhead) (Medium/High)
4. External constraints, such as legalities and contracts (High/High)
5. System upgrades during scheduled holidays (High/High) – Mitigated with early
engagement of stakeholders and tight project timeline.
6. ServiceNow platform out of support (Medium/High) – Mitigated with engaging
vendor on migration schedule. KEY STAKEHOLDERS
Project Manager
Authority Level Project Manager – Jeff Arnold
Authority Level – High Page 7 of 10 MIS600 Information Systems Capstone
Project Core Team 1.
2.
3.
4. Financial Advisor – Greg Wilson
Quality and Assurance – Jimmy Carter
Procurement – Whitney Singletary
Technical Lead(s) – Wayne Hamilton, Gloria Bent
5. Project Manager – Jeff Arnold
6. Owner/Sponsor – Edward Jones Subject Matter
Experts (SMEs)
(include company
and channel
designations if
applicable) 1. Software Engineers
2. Service Desk Technicians
3. System Administrators
4. Helpdesk Support Operatives WHAT DUE WHEN Meeting Agenda Two days before
meeting
One day after
meeting
One day before
Project Status
meeting
One day before
Executive Meeting
Weekly, Fridays by
COB
One week before
SMEs Meeting Meeting Minutes
Status Reports to
Project Manager
Status Reports to
Sponsor
Action Items Log
SME Updates and
Requirements Type Name
Project Manager Approval:
Customer/Sponsor Approval: WRITTEN COMMUNICATION
METHOD OF
SENDER
DELIVERY
E-mail
Project Manager RECEIVER
All meeting participants E-mail Note Taker All meeting participants E-mail and Paper
Copy Team Members Project Manager E-mail and Paper
Copy
Email and Paper
Copy
Email Project Manager Sponsor Team Members Project Manager Project Manager All Contractors
Project Team APPROVALS
Signature Jeff Arnold
Edward Jones Date
January 25, 2017
January 25, 2017 Page 8 of 10 MIS600 Information Systems Capstone
PROJECT VALUE STATEMENT
The implementation of the ServiceNow ticketing system will allow Keller Graduate School to
provide exemplary, practical, and high-quality customer service to students and professors during
their time of need. Page 9 of 10 MIS600 Information Systems Capstone REFERENCES
DeVry University. (n.d.). Retrieved from US News: https://www.usnews.com/bestcolleges/devry-chicago-10727
Frequently Asked Questions. (n.d.). Retrieved from Keller Graduate School of Management:
http://www.keller.edu/general-questions.html
TECHNOLOGY AT OUR CORE. (n.d.). Retrieved from DeVry University:
http://www.devry.edu/why-devry/tech-inside.html Page 10 of 10

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