Attendees: Ricardo, Jeff Capuano, Ed Frey, Lou Tiseo, Dorothy Ortale, Elizabeth Burnell, Andrea Wolff, Lori Seluga, Mark Kovacs, Ken Hoover, Rick Smith, Adriene Radcliffe, Jason Shuff, David Galassi
Agenda:
1. Process Owners/Managers Updates:
- Dorothy Ortale - Knowledge Manager and will take ownership of Knowledge Process (in transition)
- Mark Kovacs - Incident Manager and will take ownership of Incident Process Owner (in transition)
- Ken Hoover - Configuration Process Owner
- Situation Manager - to handle outages and high priority situations for our organization - Major Incident and Problem Manager. This has been approved and is currently being posted. Someone has been part of a large complex environment, lead very technical cross unit teams. Should be able to spearhead initiatives. Along with this position there will be another position which reports to it, which centers around communication which will partner with the situation manager role. Will do some trending and analysis, number of related incidents, working through data and details. This will be titled: Service Management and Operations Communications Analyst. This is currently being reclassified with the banding effort
2. CSI Coach update (Rick Smith) - finished vetting the tool, good features and dashboards. Scheduled for release in 2 weeks. Looking at metrics over time, trending. composite score cards. End of September there will be a training session using current data. Fruition will help us look at the data and help us understand the things we should be looking at on a regular basis to measure performance. Training will be for process owners and process managers only. Rick reviewed some of the reports to give us a quick look. He's also looking at peer data and trend information from sources such as Pink Elephant
3. New CAB - Updated membership and structure. First new structure meeting, got a lot of positive feedback. Will be discussing this at the next Extended Leadership meeting. We had a good discussion about how to more broadly communicate the changes approved, so that when we log Incidents we relate then to any changes that had been put into place. This area needs some further work.