Project Request Process
What is a project?
Project requests fall into one of three categories:
New client functionality in the form of a new software application, system, program,
report or service
These projects often involve one more of the following:
New Servers, New
software application loading/configuration/administration, integration to our
network, use of UNCG enterprise authentication, data feeds from enterprise
systems such as Banner. Even departmental requests for smaller applications
e coordination of the same resources to complete successfully.
New application for your department that requires its own server either
virtual or physical
Enhancement or change to an existing software application, system, program, report or
Changes could be vendor required/suggested upgrades/patches or client
requested functionality and may include changes to a service or application’s
logic, architecture, infrastructure or integration points or code modification of a
or report. Depending on the complexity of the changes
and the user impact of these changes, these may need to be managed as ITS
Ad Astra, StudioAbroad, BlackBoard, any software that is established
in production now but requires an upgra
de to a new (or the next) version; the
inclusion of additional data elements in an interface or report.
Client research or evaluation request
Requests for ITS to lead or participate in product evaluation and
recommendation activities in anticipation of a f
uture client purchase and
implementation are also projects. In some cases the request may involve a new
technology that is on the horizon and clients want to have more in
research on the technology before investing further in it. These activities bet
ensure that applications, products or technologies can be integrated within our
environment successfully (or alternatives can be considered) and prepare both
clients and ITS groups for potential future implementation projects.
ing Evaluation, Outsourcing Student Email Feasibility
Ways ITS fulfills client project requests.
ITS works collaboratively with clients in one of three ways. Regular Project, Small Project or
Standard Service. Regular Projects typically involve wor
k performed by multiple ITS skillsets,
or a single skillset for more than 80 effort hours. Small Projects typically require a single skillset
(typically within MIS or ODM) and less than 80 effort hours of work. Standard Services are well
defined pieces o
f routine work, i.e. creation of a virtual web host, fulfilling an account request,
providing SQL Server space.
Routing your request through your divisional representative:
If your request meets one of the three project criteria listed above you must ro
ute this request to
your divisional representative, following your division process
). The divisional representative will keep the
cally updated of the status of their requested work.
If the divisional representative believes the project is a regular project, they will add it to their
divisional regular project list for prioritization. If the divisional representative believes the
be a regular project,(i.e. could be a Small Project or met via Standard Services) they
will bring the request to the Project Management Office (PMO). The PMO will create a Remedy
ticket to track the request. If the request is for a new
service the PMO will keep the Remedy
ticket and bring the request to the
Project Review Committee (P
RC) for a quick review to
determine how the request can best be fulfilled (Regular Project, Small Project, Standard
Service). The divisional representative
and requester are invite
d to attend, or dial into, the P
meeting where the request will be discussed.
If the request is for changes to an existing service the PMO will follow defined case routing
rules to send the Remedy ticket to the ITS functional
group principally supporting that service for
initial triage. If the request can be met with a Standard Service then the ITS functional group will
complete the request. If the request must be met with project work the ITS functional group will
e request with all gathered information to the PMO. The PMO
will bring the request to
RC for a quick group consideration of the request and decision as to best course of
action(Regular Project, Small Project or Standard Service) . The divisional r
ster are invited to attend the P
RC meeting where the request will be discussed.
If the request can be met via Standard Service(s), then the ticket will be routed to the
ate ITS working group. If the P
RC determines the best way to full fill the request is via
project work (Regular or Small) the Division representative will need to place the request on the
Regular or Small Project List for their Division.
Routing your request through 6
If a reques
t is placed through 6
TECH instead of the Divisional representative the Service Desk
will determine if the request is for an existing service or a new service. Once determined, the
process listed above will be followed with the PMO (new service) or the IT
S functional group
(existing service) receiving the Remedy ticket.
Divisional Representatives & Project Priority lists:
Divisional Representatives maintain both Regular and Small Project Priority Lists for their
Divisions. These lists represent the orde
r of priority of completion of the projects within the
Division. Divisional Representatives may elect to cancel projects.
For items on the Regular Project List, ITS performs formal Sizing & Scoping in consultation with
the Client, in order to document pro
ject objectives, estimated deliverables, estimated costs, and
estimated ITS effort by skill set. This allows Divisions to weigh the costs vs benefits for a
particular project against others within their Division, to maximize return on investment. ITS
empts to size and scope the “next 2 or 3” projects (based on divisional priority) for a Division
which are not yet active.
As part of confirming that a request truly is a Small Project ITS, based on discussion/meeting
with appropriate ITS staff and clien
ts, will provide an effort hour estimate for the described work
to the client and Divisional Representative. Due to their size, small projects do NOT go through
the full sizing and scoping of a regular project.
When will my project be worked on?
r Projects are worked by ITS following the Divisional Priority list in order.
Representatives provide information about scheduling constraints such as desired time frames
for implementation, availability of funding, and availability of clients
to participate in the projects.
Regular Projects that have gone through Sizing and Scoping, are typically
periodic ITS P
RC scheduling meetings (4x per year). Once a project has been scheduled ITS
informs the Client and Divisional Represen
tative of the scheduled start date, and if it is known at
the time, a projected end date.
Small projects are worked “in and around” Regular Projects.
Small projects are scheduled on
an ad hoc basis directly between the client and an ITS manager within th
e ITS work group
(often MIS or ODM), as appropriate ITS resources become available. Divisional representatives
are expected to provide information about scheduling constraints such as desired time frames
for implementation, availability of funding, and
availability of clients to participate in the projects.
ITS will attempt to follow the priority order established by the Division, however ITS managers,
in consultation with the Divisional Representative, may execute Small Projects out of priority
ased on one or more of the following factors: remaining bandwidth of ITS resources
available after Regular Projects are scheduled; “fit” between available ITS staff and the
particular project due to functional module or technology specific knowledge; and
clients to participate in the project.
Standard Services are provided typically on a first in first out basis.
Delivery time on standard
services varies depending on the service and the ITS working group. If you have specific
ns about when your request may be fulfilled please contact the ITS person assigned