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Name | Representing | Attended | Alternate Attendee |
|---|---|---|---|
Adusumilli, Hari | ServiceNow QA | | |
Boeher, Cheryl | Problem Process | | Marty Wallace |
Chavira, Ricardo | Service Catalog/Request Process | | |
Ortale, Dorothy | Knowledge Process | | None |
Kovacs, Mark | Incident Process | | |
Smith, Rick | Metrics/CSI Process | |
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Tiseo, Lou | Change Process | | Marty Wallace |
Turnbull, Chloe | ServiceNow BA Team Lead | |
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Valdes, Julio | Configuration Management Process | | Tim Nichols |
West, William | ServiceNow DEV | | |
Costantino, Christine | START Replacement Project Manager | | N/A |
Nichols, Tim | CMDB Project Manager | |
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Radcliffe, Adriene | ITSM Director | |
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- Adriene gave an update on getting more Service Management resources .
- 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.
- 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).
- 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?
- 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.
- 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.
- 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.
- This was discussed and Adriene votes feels that this rolls should roll up into the new Change process.
PRIORITIZED ITEMS AFTER MEETING
Priority | Item # | Description | Process Owner | Process Owner | Dev Team | Final Approval | Development Complete Target | Test % complete Complete Target | Scheduled Release | |||||
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1 - 1A | R-870 | Integrate ServiceNow with Quickbase ( CMDB R4) |
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| TBD |
| 8/23/2013 | |||||
1 - 1B | R-860 | SNMP Integration (CMDB R4) |
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| TBD |
| 8/23/2013 | |||||
1 - 1C | R-960 | Add server form module and list (CMDB R4) |
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| TBD |
| 8/23/2013 | |||||
1 - 1D | R-1002 - R-1006 | Add additional server attributes, database form and view, update reports and filters (CMDB R4) |
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| TBD |
| 8/23/2013 | |||||
1 - 1E | R-1013 - R1016 | CMDB Release 5 Work |
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| TBD |
| TBD | |||||
2 | R-X | START Replacement |
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| 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% |
| TBD |
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4 | R-813 | Allow clients to request assistance online via chat |
| 5/31/2013 |
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| TBD |
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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 |
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| TBD |
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6 | R-1017 | Update "Status" Categories | last week | 8/14/2013 |
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| TBD |
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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 |
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8 | D-556 | Users can save/resolve/close tickets without filling out all of the required fields |
| 7/15/2013 |
| TBD |
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10 9 | R-938 | New Service Request: Software Library Addition or Change |
| 7/15/2013 |
| X TBD |
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11 10 | R-901 | Allow Request forms to be visible and fill-able by persons outside Yale | X Completed (?) |
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12 11 | R-767 | Implement New Ticket Feature in the DEV or TEST instance |
| 5/31/2013 | X TBD |
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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) | 100% | signed off | Completed | 8/14/2013 | TBD |
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14 13 | R-X (Multiple) | Make changes to client facing new Incident form | Completed | 7/22/2013 | X |
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| 15 Completed | 8/20/2013 | Completed | Completed | 8/23/2013 |
14 | R-978 | Problem Process redesign | 0% Not Started |
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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. | bill provide estimate on this. if low move up higher. |
| Completed | 8/20/2013 | TBD |
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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
- 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)
- Bill to add the following modules to the ServiceNow application in the CMDB: Incident, Problem, Change, Request, Knowledge, Configuration (from 5/29)
- 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.
- 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 phase. (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)
- DONE - Chloe to update HPQC and the Excel spreadsheet with toaytoday's updates.