Sample Scope Statement

Information Systems (IS) uses BPI to improve internal processes so it can enhance its effectiveness and the quality of service to its customers. This is an excerpt from a longer document by the Distributed Support team in IS. For more information on their real-life experiences with BPI, click here.

A goal of the I/S Support Process this year is to improve IT support by delivering increasing levels of service to clients, communicate with clients to better understand their technology requirements so that I/S products and services remain aligned with customer needs, and develop repeatable processes for continuous improvement that will insure high level performance.

To accomplish these service improvements, the I/S Support Process has focused on four key areas of work, one of which is Distributed Computing Support. These are services that are delivered to our clients at their locations. This workgroup seeks to:

1. Identify I/S distributed computing services and support relationships offered today (such as IT Partners, Training, House Calls).

2. Once current distributed support services are understood, how should I/S effectively integrate these services into a simple and inclusive I/S Support portfolio?

3. Identify new opportunities for I/S Support to reach out to clients across the Institute.

4. Determine those services for which we charge a rate and those we provide as a service to the Institute. Once identified, create a clear delineation and rationale of those free and fee-based services, and incorporate these into a corresponding business model.