2013-07-01 - Process Owners Operational

AGENDA

Name	Representing	Attended	Alternate Attendee
Adusumilli, Hari	ServiceNow QA
Boeher, Cheryl	Problem Process
Chavira, Ricardo	Service Catalog/Request Process
Ortale, Dorothy	Knowledge Process
Kovacs, Mark	Incident Process
Smith, Rick	Metrics/CSI Process
Tiseo, Lou	Change Process
Turnbull, Chloe	ServiceNow BA
Valdes, Julio	Configuration Management Process
West, William	ServiceNow DEV
Costantino, Christine	START Replacement Project Manager
Nichols, Tim	CMDB Project Manager

DISCUSSION

CMDB Release 2 and the Incident customer satisfaction survey were released. No reported issues from the release.
The cutoff for testing this week is Tuesday at 2 pm. We are cutting off a day early due to the Thursday holiday.
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
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

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)
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)
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
DONE - Chloe to add the comments field to the list of fields to output from HPQC
DONE - Chloe to update HPQC and the Excel spreadsheet with today's updates.
1. https://yale.box.com/s/00ndty4qhdlwdpz15rvy

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