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AGENDA

  1. Discuss issues (if any) from the last release
  2. Review the current work stream
  3. Discuss any new work to be added to the work stream
  4. Discuss prioritization of work stream
  5. Discuss Action Items for next release(s)

ROLL CALL

Name

Representing

Attended

Alternate Attendee

Adusumilli, Hari

ServiceNow QA

(error)

 

Boeher, Cheryl

Problem Process

(tick)

 

Chavira, Ricardo

Service Catalog/Request Process

(tick)

 

Ortale, Dorothy

Knowledge Process

(tick)

 

Kovacs, Mark

Incident Process

(tick)


Smith, Rick

Metrics/CSI Process

(error)

 

Tiseo, Lou

Change Process

(error)

 

Turnbull, Chloe

ServiceNow BA

(tick)

 

Valdes, Julio

Configuration Management Process

(error)

 

West, William

ServiceNow DEV

(tick)

 

Costantino, Christine

START Replacement Project Manager

(tick)

 

Nichols, Tim

CMDB Project Manager

(error)

 

MEETING NOTES

DISCUSSION

  1. CMDB Release 2 and the Incident customer satisfaction survey were released.  No reported issues from the release.
  2. The cutoff for testing this week is Tuesday at 2 pm.  We are cutting off a day early due to the Thursday holiday.
  3. Last Monday we reviewed the list in its entirety and marked many easy to complete items as high priority.  Bill has begun work on many of these items.  He has started 715, 813, 943, 738, 780, 787, 897
  4. The group feels that there are still items on the list that can be removed.  Process Owners to please check all the items listed for your Process to see if there are any items that can be removed.  Especially check items that were requested in 2012 and that are low priority.

PRIORITIZED ITEMS AFTER MEETING

Priority

Item #

Description

Process Owner
Review

Process Owner
Approved (Date)

Dev Team
Review

Final Approval
(Date)

In Development

In Test

Scheduled Release
Date

1

R-X

CMDB Release 2, 3 & 4 Work

 

 

 

 

X

 

7/12/2013, (R3) 7/26/2013 (R4)

2

R-X

START Replacement

 

 

 

 

X

 

9/27/2013

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.

X

 

 

 

 

 

 

4

R-715

General System - Implement the 'Client (Unified)' field to include REQ, RITM and SCTASKS

 

5/6/2013

 

5/6/2013


X

7/5/2013

5

R-943

Knowledge:  Enable copy/paste of information into a KB article with no need to reformat the data

 

5/29/2013


6/14/2013

 

X

7/5/2013

6

R-630

Knowledge - Define a process for letting support teams know when there is new KB article that may be of interest to them.

X

 

 

 

 

 

 

7

R-897

New Service Request:  ServiceNow Enhancement Proposal.  Requested by the ITSM team.

 

5/6/2013

 

5/6/2013

X

 

 

8

R-901

Allow Request forms to be visible and fill-able by persons outside Yale

X

 

 

 

 

 

 

9

R-813

Allow clients to request assistance online via chat

 

5/31/2013

X

 

 

 

 

10

R-767

Implement New Ticket Feature in the DEV or TEST instance

 

5/31/2013

X

 

 

 

 

11

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)

X

 

 

 

 

 

 

12

R-902

Cheryl Boeher needs ability to edit Problems after they are closed

X

 

 

 

 

 

 

CURRENT RESOURCE ALLOCATION

  • Chloe: 100% on RTS; work on START Replacement or CMDB as needed
  • Hari: 20% on START Replacement; 25% on CMDB; 55% on RTS
  • Bill:  90% on CMDB; 10% on RTS
  • Dave: 50% on START Replacement, 50% Non-ServiceNow Work

OUTSTANDING ACTION ITEMS

  1. Bill to add the following modules to the ServiceNow application in the CMDB:  Incident, Problem, Change, Request, Knowledge, Configuration (from 5/29)
  2. Ricardo and Christine to gather requirements and use cases for E-901 (from 5/29)
  3. Bill to make estimate on length of time it will take to do technical analysis/development for open items on the list (fill in last few) (from 6/24)
  4. Hari to make estimate on length of time it will take to do testing for open items on the list (from 6/24)
  5. Chloe to add the comments field to the list of fields to output from HPQC
  6. All Process Owners review their items on the defect/enhancement list for items that can be removed
  7. Chloe to update HPQC and the Excel spreadsheet with today's updates.
    1. https://yale.box.com/s/00ndty4qhdlwdpz15rvy

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