Incident
Standard Service Request
Information Request
Idea
Capture and
refine the idea
Determine the
type of work
Work with customer,
management to make sure
this aligns with priorities
and is likely to be
supported at leadership
levels
Gauge for inclusion in a
program.
Acronyms
Minor/Low Impact Change to
Existing Service
Project - major change, new
service, process or
organizational development
IT
Request
Change
Mgmt.
Project
Initiation
cont’d
Key People
Key Resources
PM – Project Manager
SME – Subject Matter Expert
SDLC – Systems Development Lifecycle
DRB – Design Review Board
PMG – ITS Project Management Group
BRM – ITS Budget & Resource Management
SMT – ITS Senior Management Team
VCIT – Vice-Chancellor Information Technology
ACIT – Advisory Committee for IT
UC Santa Cruz, ITS Applications and Project Management
My customer
My manager
My service providers
My vendor
ITS Project Library
Division priorities
Change Management Process
IT Request
Last Update - 2/28/2012
cont’d
ProbOpp to
PMG
close
Reference
SDLC
Process
No
Project
Initiation
Start
Are we
ready to
work on
this?
Yes
Sponsor
Consult
Write Problem / Opportunity statement
Have leadership support?
Know who needs to be involved?
Resources ‘could’ be available?
Is the proposed technology new or
familiar to us? (low level feasibility)
Is someone else doing similar work?
Your manager’s approval to go to
proposal
Develop
Project
Proposal
No
Sponsor
Approval
Endorsement
Assign a PM
Confirm sponsor
Consult stakeholders & SMEs
Determine project class (Risk/
Classification Matrix)
Draft Project Proposal
Review PM checklist
o Large Project
o Small Project
1
Class 2
2
Class 3
3
Class 4
4
Class 5
5
Key Resources
Key People
UC Santa Cruz, ITS Applications and Project Management
Yes
Class 1
My manager
My customer
Project sponsor
Service Providers
Other consultants
as needed
Risk/Class Matrix
Project Proposal
template
SDLC Process (reference
only)
Work Breakdown Structure
(MindMap or template)
PM ChecklistsLast Update - 2/28/2012
Class 1 Project
Change
Management
Close
No
Manage Project
Project
Initiation
Manager’s
approval
Yes
Launch
project
Notify change
management
Notify director
Notify DRB (refer to DRB
criteria)
Report Communicate
Escalate Mitigate
Close
Project
scope
control
Key Resources
Key People
* NOTE: Class 1 & 2 projects are internal to ONE ITS unit
(incidental service provision or operational support excepted).
Multi-unit projects use Class 3.
UC Santa Cruz, ITS Applications and Project Management
Project manager
Project team
Project sponsor
SMEs
Change Manager
Project templates
PM Checklists
SDLC Process
Change Management
process
Service Management
process
DRB process
Last Update - 2/28/2012
Project
Initiation
Class 2 Project
Close
Change
Management
No
No
ITS
Manager
approval
Yes
Develop
Slim
Charter
Copy Proposal text
Add sections
Review by sponsor
Review by SMEs &
project team
ITS
Manager
approval
Manage Project
Yes
Approval from all
Directors if
multiple teams
involved
Funding approval
Launch
project
Close
Report Communicate
Escalate Mitigate
Manager notifies
Director
Notify DRB (refer
to DRB criteria)
Notify Change
Management
Project
scope
control
Key Resources
Key People
* NOTE: Class 1 & 2 projects are internal to ONE ITS unit
(incidental service provision or operational support excepted).
Multi-unit projects use Class 3.
UC Santa Cruz, ITS Applications and Project Management
Project manager
Project team
Project sponsor
ITS Director(s)
SMEs
Change Manager
Project templates
PM Checklists
Slim Charter template
SDLC process
Change Management
process
Service Management
process
DRB process
Last Update - 2/28/2012
Class 3 Project
Close
No
No
Project
Initiation
SMT
approval
Director
notifies SMT
Yes
Develop
Full
Charter
Slim Charter by PMG
exception only
Review by sponsor
Review by SMEs & project
team
Budget review by BRM
Consult DRB if needed
Optional review by PMG
SMT
approval
Yes
Director schedules SMT
presentation
PM presents, review as
needed
Funding and resources
locked, pending schedule
and conditions
Launch
project
Manage
Project
Notify DRB (refer to
DRB criteria)
Notify Change
Management
Notify client and
stakeholders
Key Resources
Key People
Project manager
Project team
Project sponsor
ITS Director(s)
SMEs
Change Manager
BRM
PMG
UC Santa Cruz, ITS Applications and Project Management
Project templates
Project Charter template
PM Checklists
SDLC Process
Change Management
process
Service Management
process
DRB process
Last Update - 2/28/2012
Class 4 Project
Close
No
No
Project
Initiation
SMT
approval
Director
schedules SMT
presentation
PM presents,
review as needed
Yes
Develop Full
Charter
Review by sponsor
Review by SMEs &
project team
Budget review by BRM
Consult DRB if needed
PMG review required
SMT
approval
Yes
Director schedules
SMT presentation
PM presents, review as
needed
Funding and resources
locked, pending
schedule and
conditions
Launch
project
Manage
Project
Notify DRB (refer to DRB
criteria)
Notify Change
Management
Notify client and
stakeholders
Launch steering
committee if necessary
Key Resources
Key People
Project manager
Project team
Project sponsor
ITS Director(s)
SMEs
Change Manager
BRM
PMG
UC Santa Cruz, ITS Applications and Project Management
Project templates
Project Charter template
PM Checklists
SDLC Process
Change Management process
Service Management process
DRB process
Steering Committee templates
Last Update - 2/28/2012
Class 5 Project
Close
No
No
Revision
Request
Project
Initiation
SMT
approval
Director schedules
SMT presentation
PM presents,
review as needed
Yes
Develop
Full
Charter
Consider Program
approach
Identify executive
sponsors if necessary
Review by sponsor
Review by SMEs &
project team
Budget review by BRM
Consult DRB if needed
PMG review required
ACIT
review
SMT
approval
Director schedules
SMT presentation
PM presents,
review as needed
Funding and
resources locked,
pending schedule
and conditions
VCIT Office
schedules
Director(s) present,
support from PM
Other campus
reviews as necessary
Launch
project
Manage
Project
Notify DRB (refer to DRB
criteria)
Notify Change Management
Notify client and stakeholders
Launch steering committees
Key Resources
Key People
Project manager
Project team
Project sponsor
ITS Director(s)
SMEs
Change Manager
BRM
PMG
UC Santa Cruz, ITS Applications and Project Management
Yes
Project templates
Project Charter template
PM Checklists
Program resources
SDLC Process
Change Management process
Service Management process
DRB process
Steering Committee templates
Last Update - 2/28/2012
Manage Class 3, 4 and 5 Projects
DRB
Approval
Budget
Management
Project
Review
Change
Management
Class
5
No
Class
4
Operational
Readiness
Review
Manage Project
Class
3
WBS/
Schedule /
Resource
Management
Status
Reporting and
Communication
Plan
Scope/
Change
Control
Issues and
Risk
Management
Yes
Sponsor Accepts
Transition to
Support
Service Catalog
Training
Close
Project
Close
Documentation
Send Closure &
Lessons Learned
docs to SMT
Release resources
Communicate
Celebrate
Key Resources
SMT liaison initiates mid-point
report to SMT
UC Santa Cruz, ITS Applications and Project Management
Key People
Project manager
Project team
Project sponsor
ITS Director(s)
SMEs
Change Manager
BRM
PMG
Project templates
Project Charter template
PM Checklists
Program resources
SDLC Process
Change Management process
Service Management process
DRB process
Last Update - 2/28/2012