AGENDA
- Ricardo to welcome Soren Sonson as the new Request Fulfillment Process Owner (5 minutes)
- Cheryl Boeher, Mark Kovacs and Lou Tiseo to present on Incident/Problem/Change Management (55 minutes)Adriene to talk about ITSM Practitioners group and it’s roles and responsibilities in the ITSM Community
- Julio Valdes (Configuration Process Owner) to give an update on CMDB project and activities
ATTENDEES
Chloe Turnbull, Cheryl Boeher, Mark Kovacs, Lou Tiseo, Dawn Colonese, Dorothy Ortale, Christine Costantino, Tim Nichols, Ray Raggozzino, David Rich, Soren Sonson, Dave Swanson, Stacy Shreck, Ricardo Chavira, Mike Gadwah, Paul Gluhosky, Marty Wallace, Rick Smith, Andrea Wolff, DJ Martin, Bob Goclowski, Stephanie Scungio, Bud Danheim, Jay KubeckAdriene Radcliffe, Julio Valdes, Jim McKay, Philip Barello, Christine Costantino, David Rich, Charlie Quieroga, Marty Wallace, Bob Goclowski, Lori Seluga, DJ Martin, Ray Raggozino, Stephanie Scungio, Ricardo Chavira, Dawn Colonese, Paul Gluhosky, Stacey Shreck, Andrea Wolff, Tom Castiello, Rick Smith, Bob Wolfe, Dave Swanson. I'm sorry for anyone I missed! If you attended and are not listed here please let me know.
MEETING NOTES AND ACTION ITEMS
- Cheryl, Mark and Lou's presentation can be found here.
- Chloe to output the Change process documents being developed and put them somewhere for everyone to viewAction Item: ITSM team to check to ensure that every team has a Practitioner
- Action Item: ITSM team to ask George Fainsilber to do his presentation on creating Google Forms again
- Roles/responsibilities of an ITSM Coach/Practitioner
- Help your team in their adoption of ITSM and ServiceNow within their teams
- Answer questions for their team
- Provide feedback on what is going well and how we can improve
- Availability of updated training materials
- Organizational Change Management is currently working on updating ITSM and ServiceNow training and reference materials. They expect to have some of these documents updated by the end of January with further updates completed by early spring.
- Suggestions
- Have a practitioner session on how to request an enhancement. Give an example of how the request can be complete, clear and give all necessary information.