Page Comparison

...

...

1. Adriene gave an update on getting more Service Management resources .
   1. Adriene is working on getting more resources.  However even if we get more resources we will still be unable to meet the current demand.  We need to add more resources but also reduce the current demand.
   2. She Adriene is asking 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).
      1. When reviewing the list asking 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?
      2. Items that are low priority on the list (except for the service requests) are assumed to be 'parking lot' items and will most likely not be done.
2. Chloe reviewed the enhancement proposal form and the process it follows.  An article will be in the Monday Morning News talking about the enhancement proposal process.
3. Lou Tiseo would like to add an item to the priority list to support the link between change and release.  He would like to unlock the related records fields so that they may be updated in all phases of an open Change by any ServiceNow user.  Chloe is still awaiting the formal request from Lou and Soren with use cases for this.
    
   1. This was discussed and Adriene feels that this should roll up into the new Change process.

   PRIORITIZED ITEMS AFTER MEETING

   Priority	Item #	Description	Process Owner Review % Complete Target	Process Owner Approved (Date)	Dev Team Review % Complete Target	Final Approval (Date)	Development % Complete Target	Test % complete Complete Target	Scheduled Release Date
   1 R - X	CMDB Release 4 & 5 Work					X		8/23/2013 (R4); 8/23/2013 (R5)	1 - 1A	R-870	Integrate ServiceNow with Quickbase ( CMDB R4)					X TBD		8/23/2013
   1 - 1B	R-860	SNMP Integration  (CMDB R4)					X TBD		8/23/2013
   1 - 1C	R-960	Add server form module and list (CMDB R4)					X TBD		8/23/2013
   1 - 1D	R-1002 - R-1006	Add additional server attributes, database form and view, update reports and filters (CMDB R4)					X TBD		8/23/2013
   1 - 1E	R-1013 - R1016	CMDB Release 5 Work					TBD		TBD
   2	R-X	START Replacement					X 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.	80% TBD	75%			X TBD
   4	R-813	Allow clients to request assistance online via chat		5/31/2013			X 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			X TBD
   6	R-1017	Update "Status" Categories		8/14/2013			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.	80% TBD
   8	D-556	Users can save/resolve/close tickets without filling out all of the required fields		7/15/2013			X TBD
   9	R-731	Reporting:  Please grant access to the Metrics folks to view a few KB tables for reporting					X	8/16/2013	10	R-938	New Service Request:  Software Library Addition or Change		7/15/2013			X TBD
   11 10	R-901	Allow Request forms to be visible and fill-able by persons outside Yale	X Completed (?)
   12 11	R-767	Implement New Ticket Feature in the DEV or TEST instance		5/31/2013	X TBD
   13 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)	95%		Completed	8/14/2013	TBD
   14 13	R-X (Multiple)	Make changes to client facing new Incident form	Completed	7/22/2013	X					15 Completed	8/20/2013	Completed	Completed	8/23/2013
   14	R-978	Problem Process redesign	0% Not Started
   16 15	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. 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)
   2. 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.
   3. 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)
   4. 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 phase. (from 8/19)
   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 toaytoday's updates.
      1. https://yale.box.com/s/00ndty4qhdlwdpz15rvy