Let’s walk through how to detail each scope element properly, with practical examples and what questions you should answer during scope definition.
1. Processes to Be Implemented — Detailed Definition
Instead of just saying “Incident Management,” clarify:
- What is the entry point? (email, portal, phone, API)
- Is there categorization/sub-categorization logic?
Who owns the process and approvals?
- Escalation rules?
- How are SLAs calculated — by service, priority, or both?
- Are major incidents treated differently?
Good Example:
“Incident Management process includes logging via portal/email, automatic assignment based on service and location, SLA-based escalation to team leaders, and integration with on-call schedules. Major Incidents will trigger a separate workflow with defined stakeholder notifications.”
2. Modules/Features — Detailed Scope
Avoid saying: “Service Catalog included.” Instead clarify:
How many service items?
- Are they requestable or informational?
- Do they require approval chains?
- What’s the fulfillment workflow per item?
Good Example:
“Service catalog will include 15 requestable items across IT and Facilities, with dynamic forms, approval matrix by department, and fulfillment tasks assigned to respective owners.”
3. Organizational Units
- Are all departments included or just IT?
- Are external users (vendors, customers) in scope?
- Are support hours the same for all units?
Good Example:
“Implementation will cover IT and HR departments in Phase 1, with separate support queues, working hours, and SLA policies.”
4. Roles and Permissions
- Define who can do what — and how many users per role.
- Do they need access to multiple departments or queues?
Good Example:
“There will be 50 service desk agents, 10 process managers, and 500 end-users. Permissions will be role-based and aligned with Active Directory groups.”
5. Integrations
- Is it one-way or two-way sync?
- What data fields are exchanged?
- Frequency of sync and authentication method?
Good Example:
“AD integration to sync users hourly using LDAP over SSL. Monitoring tool will create incidents via REST API with ticket ID feedback loop.”
Would you like a detailed scope template or checklist that you can use with vendors and stakeholders to ensure nothing gets missed?