Meeting Date
February 26, 2013
Attendees
Members: Adriene Radcliffe, Ricardo Chavira, Russell Sharp, Susan West, Jane Livingston, Brian Wolson, Ed Kairiss, Susan Kelley, Jeff Capuano, Rick Smith, Joe Paolillo, John Jibilian, Stephanie Scungio, David Campbell Dawn Colonese, David Galassi, Paul Gluhoski, John Guidone
Attended: Adriene Radcliffe, Ricardo Chavira, Susan West, Ed Kairiss, Susan Kelley, Jeff Capuano, Rick Smith, Stephanie Scungio, David Campbell Dawn Colonese, Paul Gluhoski
Agenda
Incident Management CSI and Value Scorecard (presentation and dial - in speaker) Jeff Capuano
Coaching Scope and Objectives
1. use the framework
2. visibility into processes
3. review numbers, metrics, kpi and how our maturity is coming along
- call out specific action items to improve
All KPI are weighted
(75% are quality related 25% are related to cost)
Starting in CTS and driving out through the organization
Next step taking a service oriented views - for Incident Process
Driving through the organization
Validate Prototype Metrics Model - Rick Smith
Focus will continue to be getting incident up (then change and problem)
We agreed on the model for the service scorecard - Rick's team is working on a way to create these in a sustainable manner.
bi-weekly - manual update. Need to followup on where we would store it.
Rick will make sure everyone gets access/link to the current reports by service
Service 360 Lifecycle work in progress - Adriene Radcliffe
Current review of service lifecycle model work in progress
Please review the deck that I will send out or link to and provide feedback
March Meeting will be
Customer Satisfaction followup - Susan West
Service catalog next steps - Ricardo Chavira
Next is financial management of Services - David Campbell