2013-09-16 - 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 |
|
Soren Sonson |
Ortale, Dorothy |
Knowledge Process |
|
|
Kovacs, Mark |
Incident Process |
|
|
Smith, Rick |
Metrics/CSI Process |
|
Jim McKay |
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 |
|
|
Sonson, Soren |
Request Process |
|
|
MEETING NOTES
DISCUSSION
- Released one 3 items over the weekend. There is an issue with the department mapping for many profiles. Have created defect D-656 to correct this. Note that this does not affect the DSP contract routing.
- This week we will be doing regression testing on ServiceNow for the IE10 upgrade. Target for this testing to be completed is Friday, 9/20.
- A few other major applications have failed IE10 testing and so this is no longer a priority to complete the testing. This will be completed however other testing work will not be set aside in order to complete this.
- Added item to priority list: R-765 to make a change the DSP contracts to allow for better routing work between Faculty and Staff support.
- Process Owners are discouraged with the how quickly their items are moving through the pipeline. Do not feel that we need to meet every week since CMDB and START priorities are still at the top of the list and other items below are not being completed as quickly as Process Owners would like. We will cancel the next 2 process owner meetings so the CMDB work can regroup. Going forward we will have the Process Owners meeting every 2 weeks.
PRIORITIZED ITEMS AFTER MEETING
Priority |
Item # |
Description |
Requirements Complete Target |
Process Owner |
Development Complete Target |
Test Complete Target |
Scheduled Release |
|---|---|---|---|---|---|---|---|
1 - 1A |
R-860 |
SNMP Integration (CMDB R4) |
|
|
9/3/2013 |
|
N/A |
1 - 1B |
R-960 |
Add server form module and list (CMDB R4) |
|
|
8/27/2013 |
|
TBD |
1 - 1C |
R-1018 |
Application Attributes (e.g. name, description) |
|
|
9/20/2013 |
|
9/20/2013 |
1 - 1D |
R-1002 - R-1006 |
Add additional server attributes, database form and view, update reports and filters (CMDB R4) |
|
|
9/3/2013 |
|
TBD |
1 - 1E |
R-1013 - R1016 |
CMDB Release 5 Work (Oracle My SQL) |
|
|
9/17/2013 |
|
9/20/2013 |
2 |
R-X |
START Replacement |
9/18/2013 |
|
11/8/2013 |
|
11/22/2013 |
3 |
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 |
9/20/2013 |
|
9/20/2013 |
4 |
R-821 |
Change - Update Change process and update ServiceNow to reflect those process changes. This will be done as part of the CMDB project. |
|
|
10/15/2013 - Spec |
|
|
5 |
R-813 |
Allow clients to request assistance online via chat |
|
5/31/2013 |
10/01/2013 |
|
|
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. |
TBD |
|
|
|
|
7 |
D-556 |
Users can save/resolve/close tickets without filling out all of the required fields |
|
7/15/2013 |
TBD |
|
|
8 |
R-765 |
Re-Work the DSP Contracts to accurately reflect who is supported to the DSP Teams and who is supported by FAS-IT |
Completed 9/16/2013 |
9/16/2013 |
TBD |
|
|
9 |
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 |
|
|
10 |
R-953 |
New Service Request: Request for adding a PMO SharePoint Team Site. |
|
9/9/2013 |
TBD |
|
|
11 |
R-954 |
New Service Request: Request for Quickbase modifications |
|
9/9/2013 |
TBD |
|
|
12 |
R-938 |
New Service Request: Software Library Addition or Change (Fruition) |
|
7/15/2013 |
TBD |
|
|
13 |
R-901 |
Allow Request forms to be visible and fill-able by persons outside Yale |
9/9/2013 |
9/9/2013 |
TBD |
|
|
14 |
R-767 |
Implement New Ticket Feature in the DEV or TEST instance |
|
5/31/2013 |
TBD |
|
|
15 |
R-978 |
Problem Process redesign |
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
- 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)
- 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.