Attendees: Ricardo Chavira, Jeff Capuano, Ed Frey, Lou Tiseo, Dorothy Ortale, Elizabeth Burnell, Andrea Wolff, Lori Seluga, Mark Kovacs, Ken Hoover, Rick Smith, Adriene Radcliffe, Jason Shuff, David Galassi
Process Owners meeting, 9/4/12
Agenda:
1. Process Owners/Managers Updates:
- Dorothy Ortale - Knowledge Manager and will take ownership of Knowledge Process (in transition)
- Mark Kovacs - Incident Manager and will take ownership of Incident Process Owner (in transition)
- Ken Hoover - Configuration Process Owner
- Situation Manager - to Major Incident and Problem Manager (Jeff Capuano) - New role (sometimes referred to as Situation Manager) to handle outages and high priority situations for our organization - Major Incident and Problem Manager. This . This position has been approved and is currently being posted. Someone ; will report to Jeff Capuano. Looking for someone who has been part of a large, complex environment , lead with experience leading very technical cross-unit teams. Should be able to spearhead initiatives. Along with this position there will be another position which reports to it, which centers around communication which will partner with the situation manager role. Will do some trending and analysis, number of related incidents, working through data and details. This will be titled: Service Management and Operations Communications Analyst. This is currently being reclassified with the banding effortPortfolio will include Problem Management and Major Incidents (all P1 issues and any other issues of significance). This position will have another role reporting to it which centers around communication and operational duties relating to addressing major issues. This role will be a Service Management Operations & Communications Analyst and is currently being reviewed and graded by HR. Both of these new roles should be posted in the near future.
2. CSI Coach update (Rick Smith) - Rick's team has finished vetting the tool , good features and dashboards. Scheduled for release in 2 weeks. Looking with Fruition Partners and have scheduled a release for 9/13/12. They will provide an orientation session for Process Owners in late September. The CSI module will allow us to look at metrics over time to see trends, trendingissues. It will also develop composite score cards . End of September there will be a training session using current data. Fruition will that are based on multiple, related metrics. Fruition will help us look at the data and help us understand the things we should be looking at on a regular basis to measure performance. Training will be for process owners and process managers only. Rick Process Owners and Managers will receive training. Rick reviewed some of the reports to give us a quick look. HeHe's also looking at peer comparative data and trend information from sources such as Pink Elephant.
3. New CAB (Lou Tiseo) - Updated membership and structure . First new structure meeting, got a lot of positive feedback. Will is in place; will be discussing this at the next Extended Leadership meeting. We We had a good discussion about how to more broadly communicate the changes approved, so that when we log Incidents we relate then to any changes Changes that had been put into place. This area needs some further work. . Lou is working on a daily report that lists the upcoming Changes. We also acknowledge the need for more consistent and thorough root cause analysis (RCA) that can review Incidents and tie them back to Changes. Rick is leading an effort to develop an RCA methodology.
4. Request (David Galassi) - A new Request template has been created that will capture requirements for new requests (hence, "Request for Requests"). It is in Dev and will be moved to Production in an upcoming release (date: TBD). This will more easily allow us to create Request forms for IT services.
5. ITSM Throughput (Ricardo Chavira) - The meeting closed with a general discussion of the challenges we are facing with defect resolution and enhancements for ServiceNow. A combination of factors, including capacity, unclear requirements, and shifting organizational priorities, have slowed down our turnaround. Continued discussion needed for how to manage this demand.