Project Charter

Jira Initiative	INITIATIVE-183
Project Name	Re-Design the IT Service Desk Portal
Project Manager	@a user
Project Start Date	Upon Charter Approval
Date Charter Created	07/29/2021
Reference Project Request	Initiative-183: Re-design the IT Service Desk Portal
Reference Incident Process	Incident Management
Reference Service Request Process	Service Request Management
Reference Project Request Process	Project Request Process

Project Overview

Information Technology (IT) provides a wide range of technical support services critical to Sacramento Area Sewer District (SASD) and Sacramento Regional County Sanitation District (Regional San). These services include deploying and supporting desktop computers, providing network connectivity, building and managing applications, ensuring data security and providing compliance with the District policies. Building and managing applications includes performing business analysis, requirements management, design and development, and deployment of solutions.

By re-designing the current IT Service Desk portal, IT can take advantage of all the intake process flow improvements that are going to be implemented. A well-designed customer portal is a critical component to achieving increased customer satisfaction and better collaboration. The customer portal is our customers first impression of IT and should be designed so it's easy for our customers to report a problem or request help from IT. The following initiatives will be implemented along with the re-design of the customer portal:

Initiative-162: Incident Management
Initiative-173: Service Request Management
Initiative-176: Project Request Management

Confluence is the tool to support all the initiatives and is the mechanism for transparency across the organization.

Description of the Project

The following is a recommendation of the order in which the Re-Design the IT Service Desk Portal project should be approached:

Step	Description	Purpose
1	Re-design IT Service Desk Portal	The purpose of this step is to analyze the current customer portal for interface, workflow and automation improvements in support of the new Incident Management and Service Request Management configurations in Jira Service Desk Version 2 (JSDV2).
2	Implement Project Request Intake Process	The purpose of this step is to fill the gap between our current project request process (external to IT or customer facing) and our internal IT project request process (built with Initiative-176).

Strategic Alignment

High – Project outcome will directly implement one or more strategic initiatives
Medium – Project outcome will support / complement one or more strategic initiatives
Low – Project outcome will not directly affect the organization's strategic initiatives
N/A – Not applicable

SASD 5-Year Strategic Plan	Project Impact	Priority
2017-2022 Strategic Goals:
Enhance Business Practices	High	Goal 1
Enhance Communication and Collaboration	High	Goal 5

Regional Sanitation 10-Year Strategic Plan
2016-2026 Strategic Goals:
Employ the Most Effective and Efficient Business Practices	High	Goal 1

Project Vision, Objectives, and Scope Statement

Project Vision

Vision
Well-designed Customer IT Service Desk Portal

Business Level Objectives/Goals

Objectives/Goals	Measurements
Re-design IT Service Desk Portal	By December 2021, providing customers with a single interface that allows for three distinct intake paths for IT work: 1) Incidents, 2) Service Requests, and 3) Projects.
Increase customer satisfaction through the use of people, process, and technology to deliver business-facing services.	By December 2021, by implementing a Incident Customer Satisfaction Survey and a Service Request Customer Satisfaction Survey so IT can gather and measure information separately on customer satisfaction in each area.
Increase customer satisfaction through the efficient use of technology and tools allowing better collaboration opportunities for and with our customers.	By December 2021, by implementing next version of Jira Service Desk, Version 2 allowing for the three different intake flows for IT work will provide better collaboration with our customers.
Increase transparency of incidents and service requests by showing high priority incidents and organization related service requests on the portal.	By December 2021, by implementing next version of Jira Service Desk, Version 2 increasing transparency will increase customer satisfaction and provide better collaboration between IT and our customers.

Project Scope Statement

	In Scope
1	Complete content development for re-designing the current IT Service Desk portal including interface, workflow, and automation improvements. The portal will be aligned following the processes and standard operating procedures already established by the dependent projects.
2	Complete content development for implementing the project intake process on the IT Service Desk portal. The project intake process is intended to fill the gap between the portal and IT's internal project request process.

	Out of Scope
1	Build and implement a Targeted Knowledgebase - Initiative-178: Knowledge Management is a future project.
2	Preparing for a Self-Service Customer Portal including developing self-service tools for customers, developing FAQs and developing an online community.
3	Including a entry point for IT Services provided by Technology Purchasing System (TPS). Those services have been identified as: Application Access Requests, Customer Device Services (with the exception of Office Move), and Desktop Application Services. Initiative-173: Service Request Management has identified incorporating the TPS system functionality into Jira Service Desk as a follow-up project.
4	Building and establishing Jira as a task management tool for non-IT staff.

Assumptions, Constraints, Dependencies and Related Projects

Assumptions

	Assumptions
1	IT will have adequate resources to meet stated goals and objectives.
2	IT subject matter experts for each process area will have content developed in the timelines outlined in measurements to meet stated goals and objectives.
3	Portal development will be compatible with IT infrastructure and meet Information Technology Product Standards and Guidelines.

Constraints

Include the triple constraint, which consists of:

Schedule – addresses project duration and scheduling
Scope – addresses project goals and objectives, which can affect requirements

Resources – addresses project budget and resources

Constraint	Description
Schedule	Schedule will be developed along with a Project Management Plan with milestones.
Scope	Scope has been defined under the Scope Statement section of this Project Charter.
Resources	Resources will be required throughout the expected duration of the project: August 2021 – December 2021.

	Schedule	Scope	Resources
Somewhat Flexible			X
Least Flexible		X
Most Flexible	X

Dependencies

Dependent Projects	Relationship
Initiative-162: Incident Management	Incident management has to be built and implemented.
Initiative-173: Service Request Management	Service Request management has to be built and implemented.
Initiative-176: Project Request Management	Project Request management has to be built and implemented.

Related Projects

Related Projects	Relationship
Initiative-178: Knowledge Management	Future follow-up project needed to fulfill the vision of having a full service self-service customer portal.
Initiative-175: Change Management	Future follow-up project to enhance Jira Service Desk, Version 2 improvements by establishing cross-functional visibility to all changes and facilitating the orderly implementation of change into the production environment.

Organization

Project Team Roles and Responsibilities

The table below identifies core project team members responsible for delivering on the project objectives. This table does not include any supporting team members that may be called on from time to time.

Name	Role	Responsibility
Matt Doyle	Executive Sponsor	Champions the project across the organization. Assist the Project Sponsor in determining competing project priority across the organization. Communicate with the business organization, executive management, and external stakeholders about the plans for the project. Understand the project scope and its relationship to the organization's strategic plan. Oversees the establishment of governance processes and structures. Demonstrates commitment to the project.
Jeff Vail	Project Sponsor	Overall sponsorship and ownership for delivery of the project. Champions the project across the organization. Determines competing project priority across IT. Provides project vision, objectives, goals, and scope. Provides guidance on content development and design. Provides direct support to the Project Manager to ensure his/her success. Remove impediments/roadblocks from team to ensure project objectives can be met within the established timeframe.
Dan Boulger	IT Sponsor	Assist in identifying other key IT Stakeholders within the organization who may have future responsibilities for implementing and operating the functionality created by the project. Provide input and support to the Project Sponsor and Project Manager regarding the Project Charter, review and provide feedback on the RACI matrix, project staff estimates, provides technical information, resources, and support to complete tasks in the execution phase of the project. Confirms satisfactory completion of all transition activities and approves transfer of open issues accepted by IT. Supports project closing activities.
Liz White	Project Manager, BA & System Test Mentor & assist with BA responsibilities.	Manages day-to-day project activities. Works with sponsors, stakeholders and SMEs on development of content. Provides status updates to the Project Sponsor, IT Sponsor and other Stakeholders. Defines and documents project roles and reporting relationships in a RACI matrix. Assist with conducting stakeholder analysis and creates a stakeholder register. Responsible for ensuring that the solution that is implemented satisfies the requirements and delivers the value as defined in the Business Case Evaluation. Ensures that the Software Development Lifecycle is followed including proper analysis, requirements, and technical specifications are being developed.
Vu Pham	Business Analyst, Scrum Master	BA Role: Responsible for reviewing all Project Management deliverables. Leads the Business Analysis phase and is responsible for the development of the Business Analysis document with input from the Product Owner, Customers, Users and Subject Matter Experts. Leads the Requirements phase and is responsible for the development of the Functional Requirements with input from the Product Owner, Customers, Users and Subject Matter Experts. Responsible for the development of the Requirements Traceability Matrix once the Functional Requirement Specification has been baselined. Responsible for the development of the high-level design document (project dependent) with input from Product Owner, Customers, Users, Development and Subject Matter Experts. Responsible for conducting documentation reviews and obtaining approvals on the Business Analysis document, Requirements Specification and High-Level Design deliverables. Scrum Master Role: Responsible for ensuring the technical team follows the processes and practices that the team agreed they would use. Clears obstacles, protects the team from outside interruptions and distractions.
Cassandra Kline	System Tester	Responsible for testing the product, system or application. Manages the verification and validation of the developed solution, and documents the results of the system test. effort
Louella Magtoto	Technical Lead, Jira Tool SME	Manages the technical development activities including design and development of the product or system. Provides technical consultation to the project to help plan and manage project activities. Responsible for documenting the technical requirements and ensuring the technical specification is reviewed and approved by the sponsors.
Michelle McCostis	Jira Tool SME	Responsible for documenting the technical requirements, designing and developing the product or system. Responsible for performing unit and integration testing of the product or system, and responsible for conducting code reviews and obtaining sign-off before delivery to system test.
Amit Agarwal	Jira Tool Developer	Responsible for documenting the technical requirements, designing and developing the product or system. Responsible for performing unit and integration testing of the product or system, and responsible for conducting code reviews and obtaining sign-off before delivery to system test.