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- Attendees
- Rick Smith, Lou Tiseo, Adriene Radcliffe, David Galassi, Mark Kovacs, Paul DiBello, Bill West, Ricardo Chavira, Chloe Turnbull
- Reviewed ServiceNow and the Incident process
- Component Categories could probably be changed down to one level and will go away when the CMDB is implemented.
- Contact Type: Is this field something we set manually? If there is an automated way the ticket gets created (e.g. via email or chat) the contact type should automatically set itself. Would like to work towards removing this field and having the system automatically log how the Incident came in.
- Enhancement Requests
- Hide the 'Opened By' field on the form. The 'Opened By' is tracked in the work notes
- Look into possibly creating different views of the Incident screen for different groups of people
- Action Items
- Ricardo to set up meeting with Mark and Rick to review the ITSM roadmap and review the CSI module for process maturity
- Mark to investigate the New Call application and see if this is valuable for the Help Desk. Are other teams using this?
- Mark to work on the Incident Type definition and socialize definitions via Practitioners meetings and Monday Morning News.
- Adriene to talk to Marc Ulan about data quality of location data
- Chloe to log enhancement requests in HPQC
- Ricardo and Dorothy to discuss the association of Incidents to other Incidents, Problems, Changes and KB Articles and create documentation on the associations between these tickets if it does not exist.