Scope
This outlines the Service Level Agreement (SLA) of project requests for TAMUC IT. This short discussion will identify what timeline and what deliverables will be expected for each stage of the project request preceding the monthly IT Sub-Steering Committee (ITSSC) Meeting.
Project Request: Initial Review
Submitting a project request initiates the project request process. Laserfiche has been set to automatically send an email to the Business Relations Management (BRM) Team to begin reviewing the request.
Request review will consist of an initial complexity assessment from the assigned Project Manager, and any support teams (if necessary). The request will fall into one of two categories. Enhancement and Project described below.
Initial review of requests will take up to 48 hours after submission. The requestor can expect a classification of the project and the necessary steps and documentation moving forward to prepare for the ITSSC, or continued discussion if there are questions on the request itself.
- Enhancement – Smaller workload that generally consists of one to two team members and under 40 hours of total work. These are usually upgrades/updates to existing software, processes, or systems.
Enhancements do not require ITSSC approval but will still need to be prioritized according to the current workload of other projects, enhancements, and service requests.
- Project – Medium to larger workload consisting of one to multiple teams/team members and more than 40 hours of total work. These are usually implementations, new software, or new processes.
Projects do require a short business case presentation and ITSSC approval, which will then require prioritization proceeding approval.
ITSSC Processing
The ITSSC meeting is scheduled for the last Wednesday of every month (May be rescheduled to accommodate important dates or holidays). If the request is classified as a project the requestor, or representative, will need to create a short (max 5 min) business case/presentation for the meeting. They will present their project to the university stakeholders and await approval.
Due to the preparation for the ITSSC required all project requests will need to be submitted Before the preceding Wednesday of the scheduled ITSSC meeting. This will allow the requestor to prepare for their presentation and the PM to prepare a status update for the meeting.
Once the ITSSC meeting is adjourned the requestor will know if the project is approved, on hold, or declined. Depending on the decision, the PM will move forward with the necessary steps with the request.
This concludes the Project Intake Request process and SLA.