System Name
Document Version 1.0
Prepared by Jane Doe, ITS
Last Edited December 18, 2022
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.
Enhancement Request
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 full-
blown 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.
Executive Summary
Briefly summarize the Enhancement Request, including timeline and cost estimates.
Business Need and Background
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?
Description and Scope
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
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System Name
Document Version 1.0
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?
Goals
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?
Schedule
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 Month Day, Year
Design Month Day, Year
Build Month Day, Year
Test Month Day, Year
Deploy Month Day, Year
Team
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?
Enhancement Request
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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 Name(s)/Organization(s) Responsibilities
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)
Communication List and Timeline
Provide a list of communication deliverables expected to be developed for stakeholders and key
messages. Examples are provided in the table below.
Initial Deliverable/Mode of Communication Update Audience
Schedule Frequency
May 2014 Status report Bi-weekly CSC, Executive
Sponsors
May 2014 Enhancement request Wiki Weekly Developers
May 2014 Frequently Asked Questions (FAQs) Periodically Public
June 2014 Installer Instructions Developers
July 2014 Help Desk instructions As needed User Services
July 2014 SLA Update Public
July 2014 Release of Enhancement (Deployment Once University community
announcement)
Enhancement Request
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Assumptions
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?
Constraints
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.
Risks
Identify the high-level risks for the enhancement.
Revision History
Version Date Updater Name Description
V1 Initial draft completed
Enhancement Request
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