2013-04-29 - Process Owners Operational

Owned by Former user (Deleted)
Last updated: Apr 29, 2013Version comment
2 min read

AGENDA

  1. Discuss issues (if any) from the last release
  2. Review the current work stream
  3. Discuss any new work to be added to the work stream
  4. Discuss prioritization of work stream
  5. Discuss Action Items for next release(s)

ROLL CALL

Name

Representing

Attended

Alternate Attendee

Adusumilli, Hari

ServiceNow QA

(tick)

 

Boeher, Cheryl

Problem Process

(tick)

 

Chavira, Ricardo

Service Catalog/Request Process

(tick)

 

Ortale, Dorothy

Knowledge Process

(tick)

 

Kovacs, Mark

Incident Process

(tick)

 

Smith, Rick

Metrics/CSI Process

(tick)

 

Tiseo, Lou

Change Process

(tick)

 

Turnbull, Chloe

ServiceNow BA

(tick)

 

Valdes, Julio

Configuration Management Process

(tick)

 

West, William

ServiceNow DEV

(tick)

 

Radcliffe, Adriene

ITSM Program

(error)

 

Costantino, Christine

START Replacement Project Manager

(tick)

 

Nichols, Tim

CMDB Project Manager

(tick)

 

MEETING NOTES

DISCUSSION

  1. No release last week
  2. Reviewed the list and everyone prioritized their top few items relating to their process
  3. Decided on the top 5 items to work to begin work.  Listed in order of priority:
    1. E-810 - Metrics - Grant table access for Mirror42 so they can proceed with a proof of concept.
      1. STATUS:  I believe these requirements are complete and signed off by everyone
    2. E-821 - Change - Update Change process and update ServiceNow to reflect those process changes.  This will be done as part of the CMDB project.
      1. STATUS:  Requirements/process work to start up again soon.
    3. E-798 - Incident - Implement customer satisfaction survey for Incident module
      1. STATUS:  Requirements have been approved by Jim and committee and Chloe.  Awaiting acceptance of requirements from Bill and Hari.
    4. E-715 - General System - Implement the 'Client (Unified)' field to include REQ, RITM and SCTASKS
      1. STATUS:  Requirements approved by everyone I believe
    5. E-630 - Knowledge - Define a process for letting support teams know when there is new KB article that may be of interest to them.
      1. STATUS:  Requirements gathering needs to begin for this process. Dorothy to work with teams to develop these requirements.
  4. Enhancement Request 795 (Incident Email:  Send notifications of P1/P2 tickets to the P1/2 Team) was rejected and replaced with Enhancement Request 896 (Determine a way to let Len Peters know when a real P1 Incident has arisen.)  Cheryl Boeher is heading the charge for gathering use cases and discussing with other Process Owners and members of the ITS community.  This will most likely include a change in the current priority structure.
  5. All process owners agreed that they would review the items in their area weekly before the meeting and come prepared to discuss the items they wish to prioritize.
  6. Process owners agreed that in general defects have a higher priority than enhancements.  This may not *always* be true but in general defects are higher priority.

OUTSTANDING ACTION ITEMS

  1. Bill/Chloe to create Enhancement Request form in ServieNow and work out underlying process (from 4/22/13)
  2. Chloe to create a User Story/Use Case/Requirements Gathering format (from 4/22/13)
  3. DONE - Chloe to update HPQC and the Excel spreadsheet with today's updates.
    1. https://yale.box.com/s/00ndty4qhdlwdpz15rvy