System Name
Document Version 1.0
Prepared by Jane Doe, ITS
Last Edited April 12, 2020
PLAN REQUIREMENTS
SOLUTION
ANALYSIS
DESIGN BUILD TEST TRAIN/DEPLOY MAINTENANCE
TO THE DOCUMENT OWNER: This template is provided as a guideline and resource. The structure and instructions give detail about what might go into a completed document. Only you and your team, however, know what will best fit the needs of your specific effort, and you are encouraged to adapt the template as appropriate to meet those needs.
The Enhancement Request is the "kick-off" document which describes an enhancement to an existing system that requires a structured project management approach, but perhaps not as much as a fullblown project. The Enhancement Request should provide the high-level overview of the effort to define the specific scope: describe the purpose of the effort, what will and will not be delivered, what resources
are required, when the effort will be completed, as well as a high-level communication plan.
Briefly summarize the Enhancement Request, including timeline and cost estimates.
Briefly describe the business need or customer problem the enhancement request will address without describing how the problem will be solved.
Questions to consider:
 How does this align with university priorities?
 Why is this needed?
 What is the benefit to the university? To our customers? To the organization?
 What is the customer challenge you’re trying to solve? What are the current issues customers are struggling with?
 What is the need for this enhancement?
 In what ways will this enhancement request address the need?
 What are the current limitations?
 What are the use cases?
 In what ways might this service help our customers be more successful?
Page 1 of 4

System Name
Document Version 1.0
Describe the approach the enhancement will use to address the business problem. Describe the enhancement scope, defining the enhancement limits and identifying the products and/or services delivered by the enhancement. This establishes the boundaries of the enhancement and should also describe products and/or services that are outside of the enhancement scope.
Questions to consider:
 Is this a new service/service change/service retirement?
 Is an existing service being replaced?
 What is the transition plan if changing existing service?
 What is the support plan?
 Are there use cases, technical changes, or other elements which are specifically NOT included in this enhancement?
Describe the business goals and objectives of the enhancement. Consider and include critical success factors.
Questions to consider:
 How will the completed enhancement demonstrate that it has met the business need?
 What are the measures for enhancement success, including thresholds and acceptability metrics?
 What are the customer-related metrics (satisfaction metrics)?
 What is the customer’s ideal world as it relates to the challenge?
Outline the high-level enhancement schedule and projected completion dates in the table below.
Questions to consider:
 Are there specific times when changes can or cannot be made - e.g., beginning/end of academic calendar or university holidays? When key staff or technical and physical resources may not be available?
 Does your high-level schedule include contingency for unforeseen issues, staff leave, university holidays, etc.?
Phase Target Date
Plan
Design
Build
Test
Deploy
Month Day, Year
Month Day, Year
Month Day, Year
Month Day, Year
Month Day, Year
Enhancement Request Page 2 of 4

System Name
Document Version 1.0
Summarize the roles and responsibilities for the enhancement team and stakeholders. Some possible roles are provided.
Questions to consider:
 Who are the stakeholders who need to be involved?
 How will decisions regarding the enhancement be made, and by whom?
 How will issues be tracked?
 How will the enhancement be monitored?
 How will scope and change control be handled?
Role
Executive
Sponsor(s)
Project Manager
Technical Lead
Enhancement
Team
Information
Security Officer
Systems Point of
Contact
Networking Point of Contact
Customer Support
Services Point of
Contact
Stakeholder(s)
Name(s)/Organization(s) Responsibilities
Provide a list of communication deliverables expected to be developed for stakeholders and key messages. Examples are provided in the table below.
Deliverable/Mode of Communication Initial
Schedule
May 2014
May 2014
May 2014
June 2014
Status report
Enhancement request Wiki
Frequently Asked Questions (FAQs)
Installer Instructions
Update
Frequency
Bi-weekly
Audience
CSC, Executive
Sponsors
Weekly Developers
Periodically Public
Developers
Enhancement Request Page 3 of 4

July 2014
July 2014
July 2014
Help Desk instructions
SLA
Release of Enhancement (Deployment announcement)
As needed
Update
Once
System Name
Document Version 1.0
User Services
Public
University community
Describe any enhancement assumptions related to business, technology, resources, scope, expectations or schedule. Include a statement about ownership of maintenance/sustainment efforts – who will own Tier 1, Tier 2, Tier 3 response once this enhancement is deployed?
Describe any enhancement constraints being imposed in areas such as schedule, budget, resources, products to be reused, technology to be employed, products to be acquired, etc.
Identify the high-level risks for the enhancement.
Version
V 1
Date Updater Name Description
Initial draft completed
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