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MEETING NOTES
DISCUSSION
- 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) - ServiceNow has provided information back to Bill to help resolve this issue.
- Level Lou would like to know the level of effort for opening up the related record fields in changeChange to be update-able at any point while the Change is open. Bill needs to will provide the LOE for this.
- Mark has Ricardo to please look at R-797 (email replies don't get appended to the ticket for other modules other than Incident) as the main module affected from the customer stand point is Request. This does affect other modules as well but mostly Request from a customer stand point.
- 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.
PRIORITIZED ITEMS AFTER MEETING
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- Chloe: 100% on RTS; work on START Replacement or CMDB as needed
- Hari: 50% on START Replacement; 25% on CMDB; 25% on RTS (100% allocation to Service Management, can be adjusted between projects and RTS work as needed)
- Bill: 90% on CMDB; 10% on RTS
- Dave: 100% on START Replacement
OUTSTANDING ACTION ITEMS
- Bill to provide the level of effort for opening up the related records fields in change to be update-able at any point as long as the Change is till open. (from 8/26)
- Process Owners to review their list of enhancements in their area and see what they can remove so that we can reduce the amount of work in the bucket (aka the demand) (from 8/19)
- Bill to add the following modules to the ServiceNow application in the CMDB: Incident, Problem, Change, Request, Knowledge, Configuration (from 5/29)
- This can't be done until the application inventory is integrated with ServiceNow. RITM0053604 is in the INF SN App queue for this to be completed after the application inventory is integrated.
- Bill to provide an estimate of development time on R-756. If the level of effort is low it may move higher up the list (from 8/19)
- Bill to provide an estimate of dates DEV work can be completed on each item on the list that is currently in the DEV pipeline. He will not need to provide info on items still in the requirements gathering phase. (from 8/19)
- Chloe to add an agenda item to one of our upcoming meetings to discuss the enhancement/defect logging process and how an item makes it from request to release (from 7/22)
- Will add this to an upcoming meeting
- Tim to come up with a plan to retire the affected components that are in the CI field (from 7/29)
- DONE - Chloe to update HPQC and the Excel spreadsheet with today's updates.