2013-07-15 - Process Owners Operational

AGENDA

Discuss issues (if any) from the last release
Review the current work stream
Discuss any new work to be added to the work stream
1. Discuss defect 436 (Incident/Problem/Change: When a Change or Problem is created from an Incident there is no Change Owner/Change Owner Group saved in the ticket) and the issues with blank historical data.
Discuss prioritization of work stream
Discuss Action Items for next release(s)

Name	Representing	Alternate Attendee
Adusumilli, Hari	ServiceNow QA	N/A
Boeher, Cheryl	Problem Process
Chavira, Ricardo	Service Catalog/Request Process
Ortale, Dorothy	Knowledge Process	None
Kovacs, Mark	Incident Process
Smith, Rick	Metrics/CSI Process
Tiseo, Lou	Change Process
Turnbull, Chloe	ServiceNow BA
Valdes, Julio	Configuration Management Process	Tim N.
West, William	ServiceNow DEV
Costantino, Christine	START Replacement Project Manager	N/A
Nichols, Tim	CMDB Project Manager

DISCUSSION

Release did not go as planned this weekend. There was a communication issue with the release. It will go this coming Friday (7/19).
Discuss defect 436 (Incident/Problem/Change: When a Change or Problem is created from an Incident there is no Change Owner/Change Owner Group saved in the ticket) and the issues with blank historical data.
1. This is already in test.

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 3 & 4 Work					X		7/19/2013, (R3) 8/2/2013 (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	7/19/2013
5	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
6	R-897	New Service Request: ServiceNow Enhancement Proposal. Requested by the ITSM team.		5/6/2013		5/6/2013	X
7	D-556	Users can save/resolve/close tickets without filling out all of the required fields		7/15/2013	X
8	R-926	New Service Request: IAM - Attribute Release Form		7/15/2013	X
9	R-938	New Service Request: Software Library Addition or Change		7/15/2013	X
10	R-901	Allow Request forms to be visible and fill-able by persons outside Yale	X
11	R-813	Allow clients to request assistance online via chat		5/31/2013			X
12	R-767	Implement New Ticket Feature in the DEV or TEST instance		5/31/2013	X
13	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
14	R-902	Cheryl Boeher needs ability to edit Problems after they are closed	X
15	R-X	Make changes to client facing new Incident form	X

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: 50% on START Replacement, 50% Non-ServiceNow Work

OUTSTANDING ACTION ITEMS

Bill to add the following modules to the ServiceNow application in the CMDB: Incident, Problem, Change, Request, Knowledge, Configuration (from 5/29)
Ricardo and Christine to gather requirements and use cases for E-901 (from 5/29)
Hari to make estimate on length of time it will take to do testing for open items on the list. Use "Level of Effort - TEST" column in HPQC. See Chloe with questions. (from 6/24)
All Process Owners review their items on the defect/enhancement list for items that can be removed (from 7/1)
DONE - Chloe to update HPQC and the Excel spreadsheet with today's updates.
1. https://yale.box.com/s/00ndty4qhdlwdpz15rvy

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