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AGENDA

  1. Discuss issues (if any) from the last release
  2. Review the current work stream
  3. Discuss any new work to be added to the work stream
  4. Discuss prioritization of work stream
  5. Discuss open Action Items

ROLL CALL

Name

Representing

Attended

Alternate Attendee

Adusumilli, Hari

ServiceNow QA

(tick)

 

Boeher, Cheryl

Problem Process

(tick)

 

Chavira, Ricardo

Service Catalog/Request Process

(tick)

 

Ortale, Dorothy

Knowledge Process

(tick)

 

Kovacs, Mark

Incident Process

(tick)

 

Smith, Rick

Metrics/CSI Process

(tick)

 

Tiseo, Lou

Change Process

(error)

 

Turnbull, Chloe

ServiceNow Team Lead

(error)

 

Valdes, Julio

Configuration Management Process

(error)

Tim Nichols

West, William

ServiceNow DEV

(tick)

 

Costantino, Christine

START Replacement Project Manager

(tick)

 

Nichols, Tim

CMDB Project Manager

(tick)

 

Radcliffe, Adriene

ITSM Director

(tick)

 

Sonson, Soren

Request Process

(tick)

 

MEETING NOTES

DISCUSSION

  1. Discussion of last week's SN release; no issues reported.
  2. Tim updated CMDB Release 5 items. Will include 1013, 1015, 1016, 1018.
  3. Adriene added item to priority list:  R-1071CMDB mapping applications to services. Adriene has produced mappings in spreadsheet, need to apply changes to CMDB to provide visibility to Service Owners, etc. and to ensure ongoing fidelity of data.

...

1013 - R10163

Priority

Item #

Description

Requirements Complete Target

Process Owner
Approval Date

Development Complete Target

Test Complete Target

Scheduled Release
Date

1 - 1A

R-1013 - 860R1016

SNMP Integration  (CMDB R4)CMDB Release 5 Work

 

 

9/317/2013

 

N/A

1 - 1B

R-960

Add server form module and list (CMDB R4)

 

 

8/27/2013

 

TBD

1 - 1C

R-1018

Application Attributes (e.g. name, description)

 

 

9/2010/11/2013

2

R-X

START Replacement

9/18/2013

 

911/20/2013

1 - 1D

R-1002 - R-1006

Add additional server attributes, database form and view, update reports and filters (CMDB R4)8/2013

 

 

911/322/2013

 

TBD

1 - 1E

3R-

CMDB Release 5 Work (Oracle My SQL)

 

 

9/17/2013

 

9/20/2013

2

R-X

START Replacement

9/18/2013

 

11/8/2013

 

11/22/2013

1071CMDB mapping applications to services10/8/1310/8/13  10/11/13

4

R-756

For continual service improvement metrics CSI needs to be able to track the first assignment unit to which an Incident was assigned.

 

8/20/2013

9/20/2013

 

9/20/2013

45

R-821

Change - Update Change process and update ServiceNow to reflect those process changes.  This will be done as part of the CMDB project.

 

 

10/15/2013 - Spec

 

 

56

R-813

Allow clients to request assistance online via chat

 

5/31/2013

10/01/2013

 

 

67

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

 

 

 

 

7 8 

D-556

Users can save/resolve/close tickets without filling out all of the required fields

 

7/15/2013

TBD

 

 

89

R-765

Re-Work the DSP Contracts to accurately reflect who is supported to the DSP Teams and who is supported by FAS-IT

Completed 9/16/2013

9/16/2013

TBD

 

 

910

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)

 

8/14/2013

TBD

 

 10

R-953

New Service Request:  Request for adding a PMO SharePoint Team Site.

 

9/9/2013

TBD

 

 

11

R-954

New Service Request:  Request for Quickbase modifications (D689 for one form; other 2 in prod).

 

9/9/2013

TBD

 

 

12

R-938

New Service Request:  Software Library Addition or Change (Fruition)

 

7/15/2013

TBD

 

 

13

R-901

Allow Request forms to be visible and fill-able by persons outside Yale

9/9/2013

9/9/2013

TBD

 

 

14

R-767

Implement New Ticket Feature in the DEV or TEST instance

 

5/31/2013

TBD

 

 

15

R-978

Problem Process redesign

TBD

 

 

 

 

...