Page Comparison

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MEETING NOTES

DISCUSSION

1. 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.
2. Lou would like to know the level of effort for opening up the related record fields in Change to be update-able at any point while the Change is open.  Bill will provide the LOE for this.
3. Mark has asked 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.
4. 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%.
   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.
   1. When reviewing the list Process Owners should ask themselves if this enhancement would add value to more than just one unit.  Will this help to improve the process?  Will the enhancement move ITSM forward?

   PRIORITIZED ITEMS AFTER MEETING

   Priority	Item #	Description	Process Owner Review Requirements Complete Target	Process Owner Approved (Date)	Dev Team Review Complete Target	Final Approval ( Date )	Development Complete Target	Test Complete Target	Scheduled Release Date
   1 - 1A	R-870	Integrate ServiceNow with Quickbase ( CMDB R4)			8/27/2013		TBD		8/2330/2013
   1 - 1B	R-860	SNMP Integration  (CMDB R4)					TBD 9/3/2013		8/2330/2013
   1 - 1C	R-960	Add server form module and list (CMDB R4)			8/27/2013		8/30/2013
   1 - 1D	R-1018	Application Attributes			TBD		8/23/2013 TBD
   1 - 1D 1E	R-1002 - R-1006	Add additional server attributes, database form and view, update reports and filters (CMDB R4)			9/3/2013		TBD		8/23 9/6/2013
   1 - 1E 1F	R-1013 - R1016	CMDB Release 5 Work					TBD 9/17/2013		TBD
   2	R-X	START Replacement	TBD		TBD		TBD		11/01/2013
   3	R-821	Change - Update Change process and update ServiceNow to reflect those process changes.  This will be done as part of the CMDB project.	TBD				TBD 10/1/2013
   4	R-813	Allow clients to request assistance online via chat		5/31/2013	9/17/2013	TBD
   5	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		7/19/2013	9/3/2013		TBD
   6	R-1017	Update "Status" Categories		8/14/2013	9/3/2013		TBD
   7	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
   8	D-556	Users can save/resolve/close tickets without filling out all of the required fields		7/15/2013	TBD
   9	R-938	New Service Request:  Software Library Addition or Change		7/15/2013	TBD
   10	R-901	Allow Request forms to be visible and fill-able by persons outside Yale	Completed (?)	TBD
   11	R-767	Implement New Ticket Feature in the DEV or TEST instance		5/31/2013	TBD
   12	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) Completed		8/14/2013	TBD
   13	R-X (Multiple)	Make changes to client facing new Incident form	Completed	7/22/2013	Completed	8/20/2013	Completed	Completed	8/23/2013	14	R-978	Problem Process redesign	Not Started TBD
   15 14	R-756	For continual service improvement metrics CSI needs to be able to track the first assignment unit to which an Incident was assigned.	Completed		8/20/2013	TBD

   CURRENT RESOURCE ALLOCATION

   • 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

   1. 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)
   2. 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)
   3. Bill to add the following modules to the ServiceNow application in the CMDB:  Incident, Problem, Change, Request, Knowledge, Configuration (from 5/29)
      1. 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.
   4. 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 phasethe items on this list that have TBD in the Development Complete Target column. (from 8/1926)
   5. 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)
      1. Will add this to an upcoming meeting
   6. Tim to come up with a plan to retire the affected components that are in the CI field (from 7/29)
   7. DONE - Chloe to update HPQC and the Excel spreadsheet with today's updates.
      1. https://yale.box.com/s/00ndty4qhdlwdpz15rvy