Meeting Date

December 18, 2012

Attendees

Members: Adriene Radcliffe, Ricardo Chavira, Susan West, Jane Livingston, Brian Wolson, Ed Kairiss, Susan Kelley, Jeff Capuano, Rick Smith, Joe Paolillo, John Jibilian, Stephanie Scungio, David Campbell (new: Dawn Colonese, David Galassi, Paul Gluhoski)

Attended: Adriene Radcliffe, Ricardo Chavira, Susan West, Jane Livingston, Ed Kairiss, Susan Kelley, Jeff Capuano, Rick Smith, Stephanie Scungio, Dawn Colonese, David Galassi, John Guidone and guest Jim McKay to discuss the survey and customer satisfaction topic

Agenda

• Review Metrics Model and Metrics from Prior Month - Rick Smith
• Discuss/Validate Service Ownership - Ricardo
• Discuss Survey and Customer Satisfaction part of 360 - Jane and Susan West
• Next steps of services rolling up to portfolio alignment and larger service categories, and how they relate to Strategic Committees

Notes

New members joined today, John Guidone (InfoSec) and David Galassi (Infrastructure), Dawn Colonese (service introduction)

Discussion of Service List and Service Ownership.  We also had a discussion of provider service vs business service

Review and validation of the Service Management metrics model for services.    Discussion of what that model means for service like personal productivity vs something like email.  We agree it will be different for something like personal productivity.  Len's directive is to measure against our customers expectations as opposed to measuring against our industry

Susan West reviewed the Technology Satisfaction Survey with the group.  Jeff indicated that he would like more point of delivery (pod) survey data on a more regular basis for support.

Action Items

1. Ricardo to publish the list on our wiki and ensure the responsibilities of the service owner are called out as well.
2. Rick to parado top 5 services (for incidents) and run the service metric model for our review.  

Handouts or Presentation Materials