Statement of Work (SOW)
Implementation of ITIL Processes with Reporting & KPIs
1. Project Overview
This Statement of Work outlines the objectives, scope, deliverables, and
responsibilities for implementing key ITIL v4 processes within the IT Service
Management (ITSM) function. The implementation aims to improve service
reliability, streamline operations, and ensure the structured management of
IT assets and knowledge. It also includes the design and configuration of
reporting dashboards and Key Performance Indicators (KPIs) to measure
process effectiveness, support governance, and drive continual service
improvement (CSI).
2. Objectives
Design and implement the following ITIL v4-aligned processes:
o Incident Management
o Problem Management
o Change Management
o Service Request Fulfillment
o Configuration Management
o IT Asset Management (ITAM)
o Knowledge Management
Enable process automation and governance via the organization’s ITSM
platform.
Train relevant stakeholders and ensure knowledge transfer for long-
term sustainability.
3. Scope of Work
3.1 Incident Management
Design workflows for incident logging, categorization, prioritization,
escalation, and resolution.
Implement SLA tracking, notifications, and reporting.
Configure dashboards for incident trends and performance.
Reporting:
Incident volume by category and priority.
SLA compliance (% met vs. breached).
Mean Time to Resolve (MTTR).
Reopen rate.
Top 10 Incident Categories
First Contact Resolution (FCR) Rate
3.2 Problem Management
Define RCA (Root Cause Analysis), known error, and workaround
management.
Integrate problem management with incident trends.
Create workflows for problem logging, analysis, and resolution.
Reporting:
Number of problems raised per month.
% of recurring incidents linked to problems.
Average time to close problems.
Known error database usage frequency.
3.3 Change Management
Establish workflows for normal, standard, and emergency changes.
Define risk assessment, impact analysis, and approval matrices.
Implement a Change Calendar and Change Advisory Board (CAB)
governance model.
3.4 Service Request Fulfillment
Develop a service catalog with categorized request types.
Design workflows for approvals, fulfillment, and feedback.
Set SLAs and automate status communications.
3.5 Configuration Management
Define Configuration Items (CIs), CI types, and relationships.
Establish a Configuration Management Database (CMDB).
Implement CI lifecycle management and version tracking.
3.6 IT Asset Management (ITAM)
Define processes for managing the lifecycle of IT assets (hardware and
software).
Integrate asset records with CMDB and procurement data.
Enable tracking of ownership, location, warranties, and depreciation.
Support compliance with licensing and audit requirements.
3.7 Knowledge Management
Develop a Knowledge Base structure for internal and end-user access.
Define content lifecycle processes: creation, review, approval,
archiving.
Integrate with incident/request processes for faster resolution.
Provide templates and standards for knowledge articles.
4. Deliverables
Deliverable Description
Process
SOPs for all seven ITIL processes
Documentation
Configured ITSM Tool workflows, forms, SLAs, and
Platform automation
CMDB + Asset
Populated with sample CIs and assets
Repository
Knowledge Base Structured content library with initial
Deliverable Description
articles
For IT staff, process owners, and end-
Training Sessions
users
Manuals for using and maintaining the
User Guides
processes
Metrics for service performance and
KPI Dashboards
compliance
5. Reporting & KPIs
Each process will have dedicated dashboards and performance indicators
aligned to ITIL and business goals.
Global KPIs Across Processes
% SLA Compliance (by process)
First Contact Resolution Rate
Ticket Volume Trends (Monthly, Weekly)
Customer Satisfaction (CSAT)
Process Maturity Ratings (based on audit)
Operational Cost per Ticket (where applicable)
Reporting Toolset
Built-in ITSM dashboards (e.g., Jira Service Management Reports)
Custom reports using BI tools (Power BI, Tableau, or native plugins)
Export options for PDF/Excel for audits and executive reviews
Scheduled reports (weekly/monthly/quarterly)
7. Timeline
Phase Key Activities
Planning & Stakeholder alignment, tool
Discovery readiness
Process Design Workshops, SOP creation
Workflow setup, asset/CI
Tool Configuration
structuring
Testing & UAT Validate functionality and SLAs
Training & Conduct user training, finalize
Enablement docs
Go-Live & Launch and provide early-life
Stabilization support
8. Success Criteria
All 7 ITIL processes are live and functional.
SLA-based automation functional and measurable.
CMDB and asset registers are populated and maintained.
Knowledge base is accessible and actively used.
KPIs show measurable improvement in ticket resolution and change
success.
Users trained, and governance mechanisms operational (e.g., CAB,
RCA reviews).
