Communications | ||
Actions | Who | Notes |
The following fields are being removed from ServiceNow: - IT Business Service, IT Provider Service, IT Component categories (x3) and Affected component. Process owners need to communicate to their clients that the affected components is being replaced. | Process Owners | |
All existing reports will change and users will need to be communicated to. Provide a list of clients who get reporting. | CMDB team | |
The CMDB team to develop a communication for the process owners to use to communicate to their clients. | CMDB team | |
Knowledgebase articles will have to be re-classified. (How many?) | CMDB team | |
Requirements | ||
Actions | Who | Notes |
How do we convert tickets that are already open when we convert the data? | CMDB team | |
How do we change from Production to Non production environments? | CMDB team | |
What are the current key reporting metrics – how do we measure that the process is more effective? What key reports are currently used for reporting statistics? | CMDB team | |
Can the 'other' ‘other’ field be restricted? (TN comment - Not sure what this meant) | ||
Requested that the client sees some meaningful field (suggested Business services) in read only format next to CI change. | ||
Need to document the process flow of ticket status. Use case for status changes | ||
Currently, when a ticket is 'on hold' ‘on hold’ an email gets sent to the client. It was agreed that if we change the CI then the client does not get notified. | ||
Training | ||
Actions | Who | Notes |
Educate users about what CI means and what they should be choosing. | CMDB team | |
Affected component open tickets | CMDB team | |
We should consider doing a pilot training for the process owners and their clients who will be impacted the most | CMDB team | |
Open items | ||
Actions | Who | Notes |
Add report users as an audience to the stake holder analysis. (TN comment - Not sure what this meant) | CMDB team | |
Demonstrate the business service map in 2 to 3 weeks to process owners | CMDB team | |
In the self-service module what will the customer see? Can this be a short description of the CI that is meaningful to the client (i.e. Business Service?) | CMDB team | |
Have Service Owners been made aware of the impacts? | CMDB team | |
Agenda Items for next meeting | ||
Discuss the effects on assignment group – Does the assignment group change each time we have a CI? |
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