Meeting Date
April 16, 2013
Instructions for Participants to Dial-In
1) Dial 6-5777, (203)436-5777 or (855) 925-3266.
2) Enter Meeting ID 68853 and #.
3) Speak you name, then enter #.
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Discussion of the POD survey for Jeff's area - there are no objections to the POD survey. Jeff's team will monitor and also make the data available to all teams.
Discussion and note of Arun's team driving down to 0 Incidents in his team queue
Update on Metrics Model - Rick Smith
Ricks team has updated the dashboards - scorecard From Rick's email to us:
Here is the link to the Business Service Scorecards. The files are date stamped and the most recent scorecard has the most recent date. The scorecards will be manually updated every other Wednesday (bi-monthly) as we work toward an automated solution. The short term goal is to establish a Continuous Service Improvement (CSI) scorecard for all "Core" Business Services and long term to establish scorecards for all Services.
Those of you who have access to the ITSM Coach in ServiceNow can view the future model. Incident Management is 95% complete and we are currently working toward completion of Problem Management and Change Management. Once all Core Services have been defined and scorecards completed they along with Security Management, Portfolio Management and Financial Management will form the basis of measuring Rock Solid Service in Len's Quarterly Business Review.
Please bookmark this site for future reference.
Rickhttps://projects.yale.edu/sites/smpp/metricsandqa/Project%20Documents/Public/Business%20Service%20Scorecards/
Review of Customer Satisfaction Approach - Susan West
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