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
Document Owner:

SIP Project Board

Project Reference:

TBA

Project Web Site: N/A

Date

Editor:

Distribution List

Version
Number:

Document Control

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PID for Service Improvement Programme

1. BACKGROUND.......................................................................................5
MISSION STATEMENT.........................................................................6

2.

3. OBJECTIVES............................................................................................7
4. SCOPE......................................................................................................8
5. DELIVERABLES......................................................................................9
6. APPROACH...........................................................................................10
Progress Reviews..........................................................................................................................10
Progress Reports..........................................................................................................................10
Project Management File.........................................................................................................10
Change Control...............................................................................................................................10
Issue Management.......................................................................................................................10
6.1.

Project Stakeholders....................................................................................................11

6.2

Project Organisational Diagram............................................................................12

6.3

PROJECT ORGANISATION: ROLES AND RESPONSIBILITIES

6.4

Issues........................................................................................................................................14

6.5

Risks.......................................................................................................................................14

6.6

Assumptions......................................................................................................................15

6.7

Constraints.........................................................................................................................15

13

OUTLINE PLAN TBC........................................................................16

7.1 NEXT ACTIONS.....................................................................................................................16

8
8.1

9
9.1

WORK STREAMS/PACKAGES (STAGE 1: DURATIONS TO BE RATIFIED).

17
Route Map (Draft)..........................................................................................................19

INTERNAL COMMUNICATIONS......................................................20
Key Messages TBC......................................................................................................20

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PID for Service Improvement Programme

APPENDIX A MILESTONES AND DELIVERABLES........................21

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PID for Service Improvement Programme

SERVICE IMPROVEMENT PROJECT (SIP)

Signatory Page
In signing this document, it has been agreed by the signatories that the Project Initiation
Document, as specified is sufficient to move the project forward to the project execution
stage.
Print Name

Project Role
Sign
Level: Business
Context Authorisation
Executive Sponsor

Date

Project
Sponsor/Board
Project
Sponsor/Board
Level: Project Direction
Project Manager
Project Board
Project Board
Project Board
Project Team
Barclay Rae

External
Consultant

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PID for Service Improvement Programme

PURPOSE OF THE PROJECT INITIATION DOCUMENT (PID)

This document has been produced to capture and record the basic information needed to
correctly direct and manage the project. The PID addresses the following fundamental
aspects:

How the project aims to improve the overall quality of service customers receive
from IT Services

The organisation associated with this project will be structured as follows:

xx

Project execution will commence with immediate effect after approved sign-offs of
this document have been undertaken.

When approved by the Project Board this PID will provide the Baseline for the project
but sections of it will become frozen. The sections of the PID that are dynamic and
could potentially change over the life of the project normally tend to be the business
case, project plan (milestones) and the ACRID log. Any changes should be subject to
change control.
The PID will be referred to whenever a major decision is taken about the project and used
at the conclusion of the project to measure whether the project was managed
successfully and delivered an acceptable outcome for the sponsor/user/customer.
The Business Case:
This has been prepared by the Sponsors and has been agreed with senior management
at the time of the creation of this document.
Reference to Business Case: SIP Business Case V1
Change Management:
Any changes to this document must be carried out using a Change Management process
and agreed by the Change Advisory Board (consisting of a Sponsor, representative(s)
from the Project Board and the Project Manager).
A potential change management approach and task owners could be as follows:
Raise request for change documents
and inform the PM of all changes
Assess change (Major: Affecting scope,
timescale, cost, quality Minor: Anything
else)
Present and get decision on major
changes
Implement decision
Update documentation

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(Customer, PM)
(Project Sponsor,
PM)
(PBD)
(PM)
(Project
Coordinator)

PID for Service Improvement Programme

1. Background

COMPANY IT are reviewing the quality of its Service Desk and IT

support services to customers.

This document provides a definition framework for a major

change programme for COMPANY IT.

This will be a formally managed project with an agreed budget,

including agreement on internal and external resource allocation.

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PID for Service Improvement Programme

2. Mission Statement
To improve the services customers receive by including all IT
staff in delivering professional, economic, effective and efficient
customer centric services to Company by re-engineering the
organisation:

To make IT Services capable of achieving ISO/IEC20000 by

200X

By implementing key IT processes and changes by Q1 2006

(Stage 1):
People, Structure and Training
Service Desk and Incident
SLAs and Service Catalogue
Problem
New system implementation (SYSTEM)

By ensuring IT Services is capable of measuring the level of

alignment of service provision the unit with a maturity model
(AXIOS site certification standards) during 2006

3. Objectives

To deliver seamless Service (end to end operations across IT

Services)

To be able to effectively monitor and measure targets

To have clear roles and responsibilities

For the service Desk to become the central point of contact

for IT service calls

Have clear, negotiated SLAs with customers and OLAs within

IT

Create more visibility of the services IT provides for its

customers

To be able to set a baseline for evaluation of benefit

realisation per stage

To be able to demonstrate continuous improvement in service

delivery

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PID for Service Improvement Programme

4. Scope
IN Scope

COMPANY IT support to all Service Departments within COMPANY

All groups in IT Services (management, staff) and customers
ITSM Software Development and Implementation (including the
early setup of a test system)
Support Processes and procedures
Service Reporting in areas like the production of Organisational
Key Performance Indicators (KPIs) and Local KPIs
ITIL Approach (Best practice for IT Service Support) key
processes marked as follows *
Service Desk (Service Desk) *
Incident Management *
Problem Management *
Configuration Management *
Service Catalogue *
Service Level Agreements (SLAs) *
Operational Level Agreements (OLAs)
Departmental re-structure
Service Desk and other service related roles, Job descriptions
Communications plan project communications
Culture Change to align working practices with the ITIL
framework
ITIL Service Delivery framework (Management processes:
Capacity, Business Continuity, Financial, Availability)
Introduction of Call Centre (call monitoring) software

OUT of Scope
Internal processes of other departments or units that may have a
use for this type of solution
Development of business systems not directly required for the
effective operation of the service management system. e.g.
Finance
Technical Infrastructure Development (Not deemed necessary for
the smooth implementation of the service management software
Quality standard ISO/IEC20000
Dependencies
Interdependencies (links) across ITIL processes
Identify appropriate process touch points with the Service
Management software
Organisational development: Integrating staff, managers and
customers into new/changed working practices
Change to organisational structures

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Resource availability and allocation

5. Deliverables (For Stage 1)

The following (High-Level) deliverables will each require acceptance and
sign-off by the Project Board and Programme Sponsor(s).
Project Management Deliverables

Business Case & Budget

Project Implementation plan tasks, resources, timescales, effort,
deliverables, benefit realisation
Stakeholder map
Project Communications plan
Project Logs: major issues and risks identified, recorded and
regularly monitored
Project Implementation Review (Benefits realisation)
Project Monitoring and Reporting

Business Deliverables

Re-structured Support Organisation

Re-launched Service Desk:
o Service Desk staffing in place.
o Job Descriptions
o Training and development plans (to be administered by central
HR)
o Skills Matrix
SLAs in place:
o Pilot run to completion
o Generic SLA defined
o Begin rollout of SLAs to Individual departments
o Service Catalogue implemented
Service Reporting in place
Key ITIL processes (Incident, Problem, Request) in place
Asset Management in place (basic implementation moving to
advanced levels of configuration management later in the project,
possibly during stage 2)
OLAs should be defined and implemented
Defined approach to raising incidents/requests/changes via the
Service Desk
Delivery of an integrated approach to implementing the Contact
Centre software.
Improved Service Desk performance (Using AXIOS recommended
metrics to set a baseline and provide an ongoing benchmark)

Note: Deliverables for Stages 2 and 3 will be outlined during the

planning activity related to each stage.
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PID for Service Improvement Programme

6. Approach

The project will be run, using standard COMPANY IT Project

Methodology as appropriate which is PRINCE2.
The project will aim to be inclusive by using a workshop approach.
Documents will be drafted and discussed at workshops with a fast
track approach to sign off.
The project will require a strong ongoing focus on internal and
external communications this is particularly key due to the
sensitivities identified with this project. This will be a formal part of
the project with key responsibilities and deliverables outlined on the
communications plan.
The project will use Change Management to ensure that any
changes to the scope, deliverables, timescales etc must be agreed
through the Project Board and reflected in an iteration of this
document.
Risk Management will be via an ACRID log based on the
Assumptions, Constraints, Risks, Issues and Deliverables. As above
any changes must be processed via the Change Management
process outlined on page 4.

Progress Reviews

The Project Implementation Team will meet weekly throughout the

duration of the project to discuss project progress and
communications and to agree any changes or developments to the
requirements.
The Project Board (PBD) will meet bi-monthly/monthly or as required
to review progress at a high level and make any strategic decisions
required.

Progress Reports

The Project Manager will produce & distribute or issue

minutes/briefings from Project Implementation Team meetings to the
Project Sponsor and Project Board.
The AXIOS Consultant will meet with the Project Manager as
required. The consultant will produce a monthly progress report.

Project Management File

The Project Manager will maintain a Project folder on the network so

that it is readily available to team members. All documents, reports,
plans, etc. will be kept in this folder.

Change Control

Any changes to time, cost or scope of the project will be subject to

the process outlined on page 4 under heading Change
Management. All major changes must be communicated to and
discussed with the full Project Board at scheduled meetings.

Issue Management

An Issues Log (in ACRID log) has been set up within the Project

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PID for Service Improvement Programme

folder. All issues must be logged and assigned an owner and target
resolution date these will be included in the progress report. Any
significant issues identified will be immediately escalated to the
Project Manager and Sponsor/PBD.

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PID for Service Improvement Programme

6.1. Project Stakeholders

Executive Sponsor

Project Sponsor/
Representatives

Project Board (PBD)

Project Manager

Stream Managers:
Organisational
Development
Service Desk & Incident
SLA & Service Catalogue
Problem
Request
ITSMS Implementation

Project QA &
Communications

Project Consultants

Project Office / Admin

Project Implementation
Team Members (TBA)

Customers

Sponsor Representatives
Project Board members
Project Manager
External Consultant (AXIOS)

Project QA:
Project Board
Communications: Project
Coordinator,
Departmental IT Contacts

This function will be carried out by

the Project Manager and Project
Coordinator

IT Services

Notes: The above will require further discussion and agreement

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PID for Service Improvement Programme

6.2 Project Organisational Diagram

Executive Sponsor

Project Sponsor

Project Board (PBD)

Project Manager (PM)

Project Coordinator

AXIOS Consulting

Process:

Service Desk, Incident

Owner:
SLAs, Service Cat
Owner:

Communications

People:

Technology:

Org Devt and Structure

(Roles, Responsibilities,
Training)
Owner:

Problem Mgmt
Owner:

Request Mgmt
Owner:

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PID for Service Improvement Programme

6.3

Project Organisation: Roles and Responsibilities

Executive Sponsor
Executive representation for the project
Project Sponsors
Management direction and approval for the project
IT and Council-wide communications as required
Approval of any major changes
Project Board (PBD)
Overall direction and guidance for the project
Focus on business deliverables
Project Board meetings and reviews
Prioritisation of Project Issues
Approval of any Major change
Project Assurance
Project input and review from a user viewpoint
Project Manager (PM)
Overall project delivery
Planning monitoring and control
Management and drive for all work-streams and owners
Progress reporting to the project board and sponsors
Highlighting and reporting of major risks and any changes required
to project board and sponsors
Project Communications ensure that all relevant stakeholders are
kept accurately and appropriately up to date on progress
Run weekly/fortnightly team and progress meetings
Project Coordinator/Communications officer
Support the project manager at the project office and administrative
level
Produce minutes and project progress reports
Organise meetings, workshops and events
Organise filing, version control and publication of reports and
documents
Liaise with COMPANY and 3rd parties for smooth and timely exchange
of information
Highlight potential logistics issues to the project manager
Support work stream owners at an administrative level as needed
(via PM)
Deliver project communications as directed
Project Package Owners
Ownership and delivery of specified packages:
o
o
o
o

Service Desk & Incident Management

SLAs
Problem Management
Structure, roles and responsibilities
ITSM Software and Call Centre Software

Liaison with project manager, COMPANY staff and 3 rd parties to

ensure timely and successful completion of deliverables

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PID for Service Improvement Programme

Highlight and report potential issues and risks to the project

manager
Produce weekly/fortnightly progress reports as required

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PID for Service Improvement Programme

NOTE: The project issues, risks, assumptions and constraints outlined below are
snapshots and are further defined in the ACRID Log. The ACRID log is a dynamic
document and takes precedence over these entries during project execution. Location:
SIP ACRID Log V1

6.4

Issues
Issue

Probability

Impact

Resource Availability

HIGH

HIGH

Budget and Finance

agreement

HIGH

HIGH

Cultural Acceptance (Buy-in)

and resistance to change

HIGH

Maintaining project
momentum

Mitigation

Good resource planning

Budget agreement
Management Support
Pending agreement
Management Support

HIGH

Communications planning
Management Support
Employee Participation

HIGH

MEDIUM

Communications planning
Project planning
Management Support

HIGH

MEDIUM

Regular Communications
Regular meetings
Employee Participation
Work in accordance with ITIL
processes in all new areas

Probability

Impact

Organisational Support

HIGH

HIGH

Impact on Business as usual

HIGH

MEDIUM

Other Projects taking priority

MEDIUM

Changing priorities

Service Improvement
activities occurring outside
the remit of this project

6.5 Risks
Risk

Mitigation

Communications planning
Management Support

HIGH

Communications planning
Management Support
Rigorous project planning
Project reviews and reporting
Management Support

MEDIUM

HIGH

Project reviews and reporting

Management Support

Inappropriately defined and

managed benefits

MEDIUM

HIGH

Obtaining the correct skills

LOW

HIGH

LOW

HIGH

Managing benefits realisation

Communication
Managing Quality Assurance
Use of Skills matrix
Management support for the
timely release of relevant
resources
Communication
Employee Participation

Potential union resistance

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PID for Service Improvement Programme

6.6 Assumptions

Availability of key COMPANY (IT & Customer) resources as required

Formal project status for the project

Support, sponsorship and communications from senior Managers

The key processes and changes will deliver quality benefits

Re-structure and staff changes will happen as required

Budget will be available as required

Suitable Office space will be available

Structural transition can be achieved equably for all concerned

Staff will attain new skills as required within short timescales

Staff can be recruited in the timescales as required

6.7 Constraints

Project targeted to end:

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PID for Service Improvement Programme

7 Outline Plan TBC

7.1

NEXT ACTIONS

Initiating Stage 1: Planning (May 2005).

Organise and run Strategy Development Workshop (29/04/05)
Organise and run Project Definition Workshop
(06/05/05)
Complete and Deliver PID
(11/05/05)
Get budget agreed
(13/05/05)
Agree and sign off PID
(20/05/05)
Create Implementation Plan, Milestones, Control documents
Communication Plan
(30/05/05)
Issue Implementation Plan
(31/05/2005)

including

Executing Stage 1: (Ending: March 2006).

Detailed Planning
Setup test system and relevant training for implementation team members
Organisational Development (Roles, Responsibilities & Training)
Implement Service Desk and Incident Management
Configure and release LIVE Service Management system
Implement SLAs and Service Catalogue
Implement Problem Management (limited scope)
Implement Request and Configuration Management (scope of CfM limited to
static assets setup minimal relationships between assets)
End of stage review
Initiating and Executing Stage 2: (Ending: March 2007).
Detailed Planning
Full Change Management (hardware and software) and Configuration
Management (dynamic assets full relationships)
Introduce Interfaces to supporting systems (Assets, People, etc)
Implement Release Management
Implement Service Delivery processes (Availability, Capacity, Finance,
Contingency, Account)
End of stage review
Initiating and Executing Stage 3: (Ending: March 2008).
Detailed Planning
TBA Product delivery to be identified (possible focus: refine, streamline and
solidify processes implemented)
Plan and execute organisational rollout
Post Implementation Review

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PID for Service Improvement Programme

8 Work Streams/Packages
Stream 1: Duration May 05 April 06
Key tasks: People and Structure
Description: Review of the current structure within IT to ensure it adequately
supports the SIP processes
Objectives:
- to identify the best structure to support ITIL within COMPANY
- to implement new structure, documenting job descriptions for new roles
identified
- to implement accommodation changes as necessary
Stream 2: Duration July 05 March 06
Key tasks: Service Desk and Incident
Description: Implementation (as part of the SIP) of the Service Desk and
Incident Management module of ITSM software and associated
processes.
Objectives:
- to improve reporting on performance measurements
- to automate where possible
- to provide consistent, single point of contact for service management
process.
Stream 3: Duration April 05 April 06
Key tasks: SLAs and Service Catalogue
Description: Negotiation and implementation of SLAs between IT and its
customers
Objectives:
- to improve IT service quality
- to align IT customer service with customer expectations
Stream 4: Duration September 05 April 06
Key tasks: Problem
Description: Implementation (as part of the SIP) of the Problem Management
module of ITSM software and associated processes.
Objectives:
- to reduce number of service incidents
- to provide proactive management of underlying problems
- to provide trend analysis and management information
Stream 5: Duration September 05 October 05
Key tasks: Request
Description: To initially carry out analysis and evaluation of requirements.
Objectives:
- TBA

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PID for Service Improvement Programme

Stream 6 Duration June 05 April 06

Key tasks: Technology - Implement ITSM Solution (ITSM SYSTEM)
Description: Implementation of ITSM software to support SIP project
Objectives: to

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PID for Service Improvement Programme

8.1Route Map (Draft)

This is a high-level route map of the main project stages and associated
streams.
IT - SERVICE IMPROVEMENT PROGRAMME Stage 1
Apr 05

May

July

Sept

Agree Strategy
and Project
Definition

Nov

Jan

Mar

Apr 06

People, Structure & Training

Realign Service Desk and Introduce Incident Management

Introduce Service Catalogue and pilot SLAs with Customers

Introduce Problem Management
Introduce Request Management
Implement ITSM
tool Test system

Implement use of the ITSM tool Live System

IT - SERVICE IMPROVEMENT PROGRAMME Stage 2

Started

Not Started

Apr 06

May

Late/Delayed

July

Complete

Sept

Planning

Nov

Jan

Mar

13
May
07

People, Structure & Training

Change and Release Management

Internal Communications
Service Delivery Processes (AvM, CaM, FiM, ITSCM, Account)
As there may be some sensitivity around the project it is thus
vital that the project has a formal communications approach and
plan. The main objectives of any Project Communications
INTERFACES (Links to supporting systems: People Assets)
Plan are:

o
o
Started
o

To aid the smooth implementation of the Project across

the business
Implementationinof the
tool Live System
To manage Continued
communications
a ITSM
structured
and
proactive manner
Started
Late/Delayed
Complete clearly and openly how
To Not
communicate
consistently,

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PID for Service Improvement Programme

changes will happen

o

To publish successes and regularly report on progress

against targets

To establish a positive communications channel with all

stakeholders

To minimise rumour and mis-information and to

positively aid staff motivation through a difficult period
of change.

o To communicate the opportunity and issues in the

Project and its implementation to COMPANY staff

Location of Communications Plan: SIP Comms Plan

Some key messages are shown below

9.1 Key Messages TBC

High Level Messages
Informing Management and Employees of progress
Communicating outcomes of process workshops
Communicating product delivery (product integration)
Informing departments of progress
Impact
To develop rapport and commitment for the project within
Resources dept
Increase employees willingness to take on new working practices
Ensure those affected are involved in the integrations
To develop rapport and commitment for the project across
COMPANY
Potential Benefits
To ease the integration of new ways of working and ensure the
associated new technology is more readily accepted

END OF DOCUMENT

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PID for Service Improvement Programme

Appendix A Milestones and Deliverables

Based on work packages for stage 1. Stages 2 and 3 to be defined. Location of Quality Log: SIP Quality Log V1

Milestone
Organisational
Development:
Implement New
Structure

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Deliverable
New structure agreed.
New job descriptions.
People in place.

Measuremen
t
See quality
log

Produce
d By

Due
Date
28/04/0
6

Signedoff By

Input
from

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PID for Service Improvement Programme

Milestone
SD and Incident:

SLA and Service Cat:

Launch SLA with Pilot
Customer Group

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Deliverable
Process
Service Desk Service :
- Call logging.
- Service
catalogue.
- Reporting
schedule
Self Service:
- Customer web
logging.
- Customer e-mail
logging.
People
Trained systems
administrators.
Trained IT system users.
System
ITSM System ITSM software.
A working pilot service level
agreement for Social
Services Department.
A Service Level
Management process.

Measuremen
t
See quality
log

Produce
d By

Due
Date
28/04/0
6

Signedoff By

Input
from

28/04/0
6

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PID for Service Improvement Programme

Milestone
Problem:
Implement Problem
Management

Request:
TBA

Deliverable
Problem Management
Process.
Major Incident process.
Reporting schedule.
System.
Trained IT system users.
Scoping document and
recommendations

Technology:
Go Live Service
Desk & Incident.
Go Live Problem
Management.

System.
System Documentation.

Milestones to be
defined for stage 2

To be defined during stage 2

planning phase

Milestones to be
defined for stage 3

To be defined during stage 3

planning phase

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Measuremen
t
See quality
log

See quality
log
See quality
log

Produce
d By

Due
Date
17/01/0
6

AXIOS
Consultan
ts

29/09/0
5

Signedoff By

Input
from

17/01/0
6

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