2013-08-26 - Process Owners Operational
- Former user (Deleted)
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 |
Attended |
Alternate Attendee |
|---|---|---|---|
Adusumilli, Hari |
ServiceNow QA |
|
|
Boeher, Cheryl |
Problem Process |
|
|
Chavira, Ricardo |
Service Catalog/Request Process |
|
None |
Ortale, Dorothy |
Knowledge Process |
|
None |
Kovacs, Mark |
Incident Process |
|
|
Smith, Rick |
Metrics/CSI Process |
|
|
Tiseo, Lou |
Change Process |
|
|
Turnbull, Chloe |
ServiceNow Team Lead |
|
|
Valdes, Julio |
Configuration Management Process |
|
Tim Nichols |
West, William |
ServiceNow DEV |
|
|
Costantino, Christine |
START Replacement Project Manager |
|
|
Nichols, Tim |
CMDB Project Manager |
|
|
Radcliffe, Adriene |
ITSM Director |
|
N/A |
MEETING NOTES
DISCUSSION
- 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) - ServiceNow has provided information back to Bill to help resolve this issue.
- Lou would like to know the level of effort for opening up the related record fields in Change to be update-able at any point while the Change is open. Bill will provide the LOE for this.
- Mark has asked Ricardo to please look at R-797 (email replies don't get appended to the ticket for other modules other than Incident) as the main module affected from the customer stand point is Request. This does affect other modules as well but mostly Request from a customer stand point.
- Adriene would like to remind everyone to go through their list of enhancements and review them for anything that should not be done and removed from the list. She wants to reduce our demand from this list by 10%.
- When reviewing the list Process Owners should ask themselves if this enhancement would add value to more than just one unit. Will this help to improve the process? Will the enhancement move ITSM forward?
PRIORITIZED ITEMS AFTER MEETING
Priority |
Item # |
Description |
Requirements Complete Target |
Process Owner |
Development Complete Target |
Test Complete Target |
Scheduled Release |
|---|---|---|---|---|---|---|---|
1 - 1A |
R-870 |
Integrate ServiceNow with Quickbase ( CMDB R4) |
|
|
8/27/2013 |
|
8/30/2013 |
1 - 1B |
R-860 |
SNMP Integration (CMDB R4) |
|
|
9/3/2013 |
|
8/30/2013 |
1 - 1C |
R-960 |
Add server form module and list (CMDB R4) |
|
|
8/27/2013 |
|
8/30/2013 |
1 - 1D |
R-1018 |
Application Attributes |
|
|
TBD |
|
TBD |
1 - 1E |
R-1002 - R-1006 |
Add additional server attributes, database form and view, update reports and filters (CMDB R4) |
|
|
9/3/2013 |
|
9/6/2013 |
1 - 1F |
R-1013 - R1016 |
CMDB Release 5 Work |
|
|
9/17/2013 |
|
TBD |
2 |
R-X |
START Replacement |
TBD |
|
TBD |
|
TBD |
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. |
|
|
10/1/2013 |
|
|
4 |
R-813 |
Allow clients to request assistance online via chat |
|
5/31/2013 |
9/17/2013 |
|
|
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 |
9/3/2013 |
|
|
6 |
R-1017 |
Update "Status" Categories |
|
8/14/2013 |
9/3/2013 |
|
|
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. |
TBD |
|
|
|
|
8 |
D-556 |
Users can save/resolve/close tickets without filling out all of the required fields |
|
7/15/2013 |
TBD |
|
|
9 |
R-938 |
New Service Request: Software Library Addition or Change |
|
7/15/2013 |
TBD |
|
|
10 |
R-901 |
Allow Request forms to be visible and fill-able by persons outside Yale |
TBD |
|
|
|
|
11 |
R-767 |
Implement New Ticket Feature in the DEV or TEST instance |
|
5/31/2013 |
TBD |
|
|
12 |
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) |
|
8/14/2013 |
TBD |
|
|
13 |
R-978 |
Problem Process redesign |
TBD |
|
|
|
|
14 |
R-756 |
For continual service improvement metrics CSI needs to be able to track the first assignment unit to which an Incident was assigned. |
|
8/20/2013 |
TBD |
|
|
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 provide the level of effort for opening up the related records fields in change to be update-able at any point as long as the Change is till open. (from 8/26)
- Process Owners to review their list of enhancements in their area and see what they can remove so that we can reduce the amount of work in the bucket (aka the demand) (from 8/19)
- Bill to add the following modules to the ServiceNow application in the CMDB: Incident, Problem, Change, Request, Knowledge, Configuration (from 5/29)
- 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.
- Bill to provide an estimate of development time on the items on this list that have TBD in the Development Complete Target column. (from 8/26)
- 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)
- 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)
- DONE - Chloe to update HPQC and the Excel spreadsheet with today's updates.