2013-08-05 - 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
Discuss prioritization of work stream
Discuss open Action Items

ROLL CALL

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

MEETING NOTES

DISCUSSION

Bill on vacation August 12th - 16th
1. David will do the deployment this week
Adriene's update on getting more resources to help with the RTS work
1. Adriene is mapping out the FY14 demand with several "buckets" or categories of work that Ricardo put together for the backlog. She putting together a request for more staffing which will be reviewed at the ITSM Steering Committee meeting on Thursday 8/8. After the staffing decision is made we will prioritize work as appropriate with process owner input.
Process Owners - please remember to send a delegate in your place who can make decisions and vote for you if you are unable to attend the meeting.
No issues from last week's release.
R-926 - IAM attribute change Service Request form is not ready. It was built to spec but Info Sec wants more changes. Remove this from the priority list.
R-901 - Christine has added her use case however this is not something needed for START go live. Ricardo to research other use cases.
Information security potentially wants to use ServiceNow for their super secret tickets. Cheryl needs to submit an enhancement request to get the ball rolling for this.
Lou would like to change the current Build/Test approval in the Change module to the manager. this was agreed to by the goup and added to thel ist. Lou will submit an enhancement request for this to be added to HPQC and prioritized on this list.

PRIORITIZED ITEMS AFTER MEETING

Priority	Item #	Description	Process Owner Review	Process Owner Approved (Date)	Dev Team Review	In Development	Scheduled Release Date
1	R-X	CMDB Release 4 & 5 Work				X	8/23/2013 (R4); 8/23/2013 (R5)
1 - 1A	R-870	Integrate ServiceNow with Quickbase (R4)				X	8/23/2013
1 - 1B	R-860	SNMP Integration (R4)				X	8/23/2013
1 - 1C	R-960	Add server form module and list (R4)				X	8/23/2013
1 - 1D	1002 - 1006	Tim to send Chloe the list of prioritized items to add in here for CMDB (R4)				X	8/23/2013
2	R-X	START Replacement				X	9/27/2013
	R-	Build/Test Approval for Lou
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		X	X
4	R-813	Allow clients to request assistance online via chat		5/31/2013		X
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		X
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	8/9/2013
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.	X
9	D-556	Users can save/resolve/close tickets without filling out all of the required fields		7/15/2013		X
10	R-731	Reporting: Please grant access to the Metrics folks to view a few KB tables for reporting				X	8/9/2013
12	R-938	New Service Request: Software Library Addition or Change		7/15/2013		X
13	R-901	Allow Request forms to be visible and fill-able by persons outside Yale	X
14	R-767	Implement New Ticket Feature in the DEV or TEST instance		5/31/2013	X
15	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
16	R-X	Make changes to client facing new Incident form		7/22/2013	X
17	R-978	Problem Process redesign	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: 100% on START Replacement

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)
1. 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.
Hari to make estimate on length of time it will take to do testing for the last few items left blank in the Level of Effort - TEST column on the spreadsheet. 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)
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)
1. 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)
Chloe to check with Dave to see if all of the New Incident Form requirements were moved to TEST and let Hari know when they are so that he can test them. (from 7/29)
Chloe to check with Adriene and find out exactly what resources we are asking for more resources.
DONE - Chloe to update HPQC and the Excel spreadsheet with toay's updates.
1. https://yale.box.com/s/00ndty4qhdlwdpz15rvy