Meeting Date
September 17, 2013
...
Adriene Radcliffe, Chair; Jeff Campbell, Jim Kammerman, Ricardo Chavira, Dawn Colonese, Natan (for Rick Smith), Susan West, Robert Condon, Susan West, David Campbell, Stephanie Scungio, David Galassi
Agenda
Ratification of the Service List
Ricardo Chavira, Service Catalog owner walked us through the following points
- (see the attached presentation for detail)
- Not set in stone - can add new Services at any time, and use Dawn Colonese to make sure your introduction process is smooth. We need to settle on a list because these are added to the CMDB as CI's. Its a living breathing thing in operations.
- Decommission services as well
- All CI's in the CMDB are under change control. We will have better tracking and management of Services by stabilizing this list
- The service list is also input to the disaster recovery, e-GRC, and business continuity processes
- The service list is key to the controllership meetings Len will be having with his directs and ties to the QBR
- POD Surveys are tied to incidents (which are tied to Incidents which are tied to CI's) this helps us understand customer sat
- CSI initiatives depend on this as well.
- Services also aligned to Strategic Committees for governance and inward facing roadmaps and planning
- Goal - end to end relationship from CI to an IT Service
- Len talks about wanting full ITIL adoption by 2015. The service catalog is the starting point of this - ties to our organizational goals - Service roadmaps
- There must be alignment from the Service Catalog - to IT Financial Management as well
Homework and Action Items
- Adriene to schedule a feedback session with Campus Community Technology on Incident and SLA handling
- Adriene to schedule Dorothy Ortale to come to Service Board to talk about Knowledge structure for services (example - troubleshooting guides, how-to, basic service info) and show us examples
- Adriene to schedule a session with Tim Nichols (PM for CMDB) and Julio Valdes (CMDB process owner) and David Campbell on linking the Service list to the IT Financial Management process (this will be a CSI initiative for CMDB and ITFM
- Adriene to provide an overview of the Quickbase to CMDB transition
...