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Name | Representing | Attended | Alternate Attendee |
|---|---|---|---|
Adusumilli, Hari | ServiceNow QA | | |
Boeher, Cheryl | Problem Process | | |
Chavira, Ricardo | Service Catalog/Request Process | | |
Ortale, Dorothy | Knowledge Process | | |
Kovacs, Mark | Incident Process | | |
Smith, Rick | Metrics/CSI Process | |
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Tiseo, Lou | Change Process | | |
Turnbull, Chloe | ServiceNow Team Lead | |
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Valdes, Julio | Configuration Management Process | | Tim Nichols |
West, William | ServiceNow DEV | | |
Costantino, Christine | START Replacement Project Manager | | |
Nichols, Tim | CMDB Project Manager | |
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Radcliffe, Adriene | ITSM Director | |
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MEETING NOTES
DISCUSSION
- D-564 - ServiceNow has provided information back to Bill to help resolve this issue.
- Level of effort for opening up the related fields in change. Bill needs to provide LOE.
- Ricardo to please look at R-797 (Request Communications)
- Adriene would like to remind everyone to go through their list of enhancements and review them for anything that should not be done and removed from the list. She wants to reduce our demand from this list by 10%.
- Put in Ade's questions from last week again for reminder.
- Creating a new assignment unit for Process Owners called OCIO Service Management Process Owners. This is where tickets assigned to process owners for Service Management duties are kept. This will make better visibility and tracking of items assigned to Process Owners.
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Priority | Item # | Description | Process Owner | Process Owner | Dev Team | Final Approval | Development Complete Target | Test Complete Target | Scheduled Release | ||||||||||
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1 - 1A | R-870 | Integrate ServiceNow with Quickbase ( CMDB R4) |
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| TBD |
| 8/2330/2013 | ||||||||||
1 - 1B | R-860 | SNMP Integration (CMDB R4) |
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| TBD |
| 8/2330/2013 | ||||||||||
1 - 1C | R-960 | Add server form module and list (CMDB R4) |
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| TBD |
| 8/2330/2013 | ||||||||||
1 - 1D | R-1018 | Application Attributes |
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| TBD |
| TBD | ||||||||||
1 - 1E | R-1002 - R-1006 | Add additional server attributes, database form and view, update reports and filters (CMDB R4) |
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| TBD |
| 8 9/236/2013 | ||||||||||
1 - 1E 1F | R-1013 - R1016 | CMDB Release 5 Work |
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| TBD |
| TBD | ||||||||||
2 | R-X | START Replacement |
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| TBD | 11 | /01/2013 On Hold | ||||||||||
3 | R-821 | Change - Update Change process and update ServiceNow to reflect those process changes. This will be done as part of the CMDB project. | TBD |
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| TBD |
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4 | R-813 | Allow clients to request assistance online via chat |
| 5/31/2013 |
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| TBD |
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5 | D-564 | Incident Customer Satisfaction Survey tasks not being created when a respondent indicates on the survey they wish to be contacted for follow up |
| 7/19/2013 |
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| TBD |
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6 | R-1017 | Update "Status" Categories |
| 8/14/2013 |
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| TBD |
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7 | R-630 | Knowledge - Define a process for letting support teams know when there is new KB article that may be of interest to them. | TBD |
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8 | D-556 | Users can save/resolve/close tickets without filling out all of the required fields |
| 7/15/2013 |
| TBD |
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9 | R-938 | New Service Request: Software Library Addition or Change |
| 7/15/2013 |
| TBD |
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10 | R-901 | Allow Request forms to be visible and fill-able by persons outside Yale | Completed (?) |
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11 | R-767 | Implement New Ticket Feature in the DEV or TEST instance |
| 5/31/2013 | TBD |
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12 | R-896 | Determine a way to let Len Peters and Leadership know when a P1 Incident has been created (this replaces the old E-795) | Completed | 8/14/2013 | TBD |
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| 13 | R-X (Multiple) | Make changes to client facing new Incident form | Completed | 7/22/2013 | Completed | 8/20/2013 | Completed | Completed | 8/23/2013 |
14 | R-978 | Problem Process redesign | Not Started |
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15 | R-756 | For continual service improvement metrics CSI needs to be able to track the first assignment unit to which an Incident was assigned. | Completed | 8/20/2013 | TBD |
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