Scope and Core Services

Project Scope & Core Services 

This article defines what work is in scope for the Business Process Management (BPM) team, how requests are categorized, and which services BPM leads versus supports. This guidance helps ensure requests are routed appropriately and that expectations are clear from intake through completion.

Purpose

BPM supports the University of Arkansas by improving, governing, and sustaining business processes in Workday. This scope guidance establishes clear boundaries so requests are: (1) aligned to BPM’s purpose, (2) routed to the correct owner, and (3) evaluated consistently for prioritization and capacity planning.

Scope Summary

Category What This Means
BPM Leads BPM owns discovery, analysis, documentation, recommendations, governance alignment, and lifecycle coordination.
BPM Supports BPM provides facilitation, standards, and documentation support while another team owns delivery or operational decisions.
Out of Scope Requests that are operational tasks, individual assistance, training delivery, or configuration-only work without BPM discovery and governance alignment.

Core Services

Service Area Service Description
Business Process Discovery & Analysis Facilitate discovery to understand current state, pain points, constraints, stakeholders, and success criteria; produce a documented discovery summary with recommendations.
Process Optimization & Design Develop future-state process recommendations, including governance impacts, decision points, role/security implications, and operational readiness considerations.
Prioritization & Portfolio Coordination Evaluate requests using consistent criteria (impact, effort, risk, dependencies, and capacity) to determine if/when work proceeds; coordinate with stakeholders on timing and next steps.
Governance & Standards Maintain lifecycle standards, documentation expectations, and quality readiness requirements; ensure requests are aligned with institutional policy, compliance, and sustainability.
Stakeholder Facilitation & Change Readiness Coordinate working sessions, manage stakeholder engagement, and support change readiness by ensuring decisions are documented, communicated, and aligned with adoption needs.
Documentation & Knowledge Enablement Develop and maintain BPM documentation, KBAs, templates, and reference materials that support consistent execution and institutional knowledge retention.

In Scope (Examples)

Request Example Why It Is In Scope
Redesign or optimize a business process Requires discovery, process analysis, stakeholder alignment, and governance considerations.
Clarify governance, roles, and approvals within a process Impacts accountability and decision rights; BPM coordinates the review and documentation.
Request that impacts Workday process controls or compliance May require policy alignment, risk assessment, and readiness requirements.
Campus-wide process improvement initiative Requires multi-stakeholder facilitation and standardized documentation and governance alignment.

Out of Scope (Examples)

Request Example Typical Owner / Next Step
“How do I…?” individual Workday help Route to Workday training resources or the appropriate operational support channel.
Training delivery request Route to Training & Development (BPM may consult on process context if needed).
Configuration-only request without discovery / governance need Route to the appropriate configuration owner (ex: Workday Support Services) when applicable.
One-off data pull or temporary report May be handled as a reporting request (if in scope) or redirected if not sustainable/enterprise-ready.

Routing & Ownership

Request Category Primary Owner BPM Role
Process Optimization / Redesign BPM  Lead (discovery, analysis, recommendations, governance alignment)
System Configuration / Build Workday Support Services (WSS) or designated configuration owner Support/Coordinate (requirements clarity, readiness, documentation)
Training Delivery Training & Development Consult (process context; readiness; adoption needs)
Operational Ownership Campus unit / Central functional owner Facilitate (stakeholder alignment; governance documentation)

Request Types

Request Type Typical BPM Outcome
New Project / Change Request Accepted into discovery, redirected, or closed based on scope and readiness.
Process Review / Advisory Discovery-lite analysis, recommendation memo, or governance clarification.
Reporting / Analytics Support Evaluation against reporting standards and sustainability; may route to reporting intake process.
Security / Role Governance Support Governance review and alignment; may route to security request processes as needed.

Intake Expectations

What BPM Needs at Intake Examples
Business problem statement What is happening today, who it impacts, and why it is a concern.
Desired outcomes What success looks like (service level, compliance, user experience, consistency).
Stakeholders and ownership Functional owner(s), impacted teams, and campus unit(s).
Known constraints and timing Deadlines, audit requirements, regulatory constraints, academic cycle, staffing constraints.
Supporting materials Screenshots, process documentation, examples, policies, or current reports.
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