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Name | Representing | Attended | Alternate Attendee |
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Adusumilli, Hari | ServiceNow QA |
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Boeher, Cheryl | Problem Process |
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Chavira, Ricardo | Service Catalog/Request Process |
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Ortale, Dorothy | Knowledge Process |
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Kovacs, Mark | Incident Process |
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Smith, Rick | Metrics/CSI Process |
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Tiseo, Lou | Change Process |
| None |
Turnbull, Chloe | ServiceNow Team Lead |
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Valdes, Julio | Configuration Management Process |  | Tim Nichols |
West, William | ServiceNow DEV |
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Costantino, Christine | START Replacement Project Manager |
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Nichols, Tim | CMDB Project Manager |
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Radcliffe, Adriene | ITSM Director | | N/A |
Sonson, Soren | Request Process |
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MEETING NOTES
DISCUSSION
- This weekendLast week's release and this week's release include/d service requests and approval workflow functionality to support the START Replacement project. These items will be hidden until the go-live of START Replacement forms in early spring.
- Mark Kovacs would like to get R-804 (Adjust Incident SLAs) prioritized towards the top of the list.
- Group reviewed and it was put at #2 on the RTS list.
- Bill will give this work to Fruition. The first step will be an estimate the amount of work involved.
- Jeff Capuano has three requests for onboarding the rest of his CTS team. This needs analysis work by a BA. Christine has offered, as the new Service Improvement person in CTS, to do the BA work for this. Mark will speak with Jeff about this to make sure it's agreeable to everyone.
- Dorothy needs BA help with documentation with R-1094.
- Lori Seluga made an enhancement request to be able to add tasks to a Service Request. Before this can be entertained we need functional requirements and use cases explaining the problem.
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RTS PRIORITIES AND STAFFING PERCENTAGES
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Priority | Item # | Description | BA Level of Effort | BA - % Complete | DEV Level of Effort | DEV - % Complete | TEST Level of Effort | TEST - % Complete | Process Owner | Scheduled Release | |||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 1 | R-765 | Re-Work the DSP Contracts to accurately reflect who is supported to the DSP Teams and who is supported by FAS-IT | Hours | Completed 9/16/2013 | 9/16/2013 | ||||||||||||||||
| 2 | R-804 | SLA Modifications | Hours | Completed 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. | Weeks | 50% |
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| 34 | R-813 | Allow clients to request assistance online via chat | Hours | Completed 5/31/2013 | 5/31/2013 |
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| 45 | R-6301094 | Knowledge - Define a process for letting support teams know when there is new KB article that may be of interest to them. | Hours | 0%Notification for Knowledge Records that are about to expire | Hours | Completed 11/26/2013 |
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56 | D-556 | Users can save/resolve/close tickets without filling out all of the required fields | Hours | 50% | 7/15/2013 |
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67 | 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) | Days | Completed 8/14/2013 | 8/14/2013 |
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| 78 | R-901 | Allow Request forms to be visible and fill-able by persons outside Yale | Days | 100% | 9/9/2013 |
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| 89 | R-767 | Implement New Ticket Feature in the DEV or TEST instance | Weeks | 100% | 5/31/2013 |
| 9 | R-1094 | Notification for Knowledge Records that are about to expire | Hours | 50% |
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10 | R-978 | Problem Process redesign | Weeks | 0% |
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- 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)
- 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)
- Will add this to an upcoming meeting
- Tim to come up with a plan to retire the affected components that are in the CI field (from 7/29)Bill to review the requirements for R-765 and let Chloe know if he has any questions or concerns and begin development work on this after his review. (from 11/11)
- DONE - Chloe to update HPQC and the Excel spreadsheet with today's updates.