2013-08-19 - Process Owners Operational

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 open Action Items

ROLL CALL

Name

Representing

Attended

Alternate Attendee

Adusumilli, Hari

ServiceNow QA

(tick)


Boeher, Cheryl

Problem Process

(error)

Marty Wallace

Chavira, Ricardo

Service Catalog/Request Process

(tick)


Ortale, Dorothy

Knowledge Process

(error)

None

Kovacs, Mark

Incident Process

(tick)


Smith, Rick

Metrics/CSI Process

(tick)

 

Tiseo, Lou

Change Process

(error)

Marty Wallace

Turnbull, Chloe

ServiceNow Team Lead

(tick)

 

Valdes, Julio

Configuration Management Process

(error)

Tim Nichols

West, William

ServiceNow DEV

(tick)


Costantino, Christine

START Replacement Project Manager

(error)

N/A

Nichols, Tim

CMDB Project Manager

(tick)

 

Radcliffe, Adriene

ITSM Director

(tick)

 

MEETING NOTES

DISCUSSION

  1. Adriene gave an update on Service Management resources
    1. Adriene is working on getting more resources.  However even if we get more resources we will still be unable to meet the current demand.  We need to add more resources but also reduce the current demand.
    2. Adriene is asking 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).
      1. 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?
      2. Items that are low priority on the list (except for the service requests) are assumed to be 'parking lot' items and will most likely not be done.
  2. Chloe reviewed the enhancement proposal form and the process it follows.  An article will be in the Monday Morning News talking about the enhancement proposal process.
  3. Lou Tiseo would like to add an item to the priority list to support the link between change and release.  He would like to unlock the related records fields so that they may be updated in all phases of an open Change by any ServiceNow user.  Chloe is still awaiting the formal request from Lou and Soren with use cases for this.
    1. This was discussed and Adriene feels that this should roll up into the new Change process.

PRIORITIZED ITEMS AFTER MEETING

Priority

Item #

Description

Process Owner
Review Complete Target

Process Owner
Approved (Date)

Dev Team
Review Complete Target

Final Approval
(Date)

Development Complete Target

Test Complete Target

Scheduled Release
Date

1 - 1A

R-870

Integrate ServiceNow with Quickbase ( CMDB R4)

 

 

 

 

TBD

 

8/23/2013

1 - 1B

R-860

SNMP Integration  (CMDB R4)

 

 

 

 

TBD

 

8/23/2013

1 - 1C

R-960

Add server form module and list (CMDB R4)

 

 

 

 

TBD

 

8/23/2013

1 - 1D

R-1002 - R-1006

Add additional server attributes, database form and view, update reports and filters (CMDB R4)

 

 

 

 

TBD

 

8/23/2013

1 - 1E

R-1013 - R1016

CMDB Release 5 Work

 

 

 

 

TBD

 

TBD

2

R-X

START Replacement

 

 

 

 

TBD

 

11/01/2013

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.

TBD

 


 

TBD

 

 

4

R-813

Allow clients to request assistance online via chat

 

5/31/2013

 

 

TBD

 

 

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

 

 

TBD

 

 

6

R-1017

Update "Status" Categories

 

8/14/2013

 

 

TBD

 

 

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

Completed (?)

 

 

 

 

 

 

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)

Completed

8/14/2013

TBD

 

 

 

 

13

R-X (Multiple)

Make changes to client facing new Incident form

Completed

7/22/2013

Completed

8/20/2013

Completed

Completed

8/23/2013

14

R-978

Problem Process redesign

Not Started

 

 

 

 

 

 

15

R-756

For continual service improvement metrics CSI needs to be able to track the first assignment unit to which an Incident was assigned.

Completed

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

  1. 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)
  2. Bill to add the following modules to the ServiceNow application in the CMDB:  Incident, Problem, Change, Request, Knowledge, Configuration (from 5/29)
    1. 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.
  3. Bill to provide an estimate of development time on R-756.  If the level of effort is low it may move higher up the list (from 8/19)
  4. Bill to provide an estimate of dates DEV work can be completed on each item on the list that is currently in the DEV pipeline.  He will not need to provide info on items still in the requirements gathering phase. (from 8/19)
  5. 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)
    1. Will add this to an upcoming meeting
  6. Tim to come up with a plan to retire the affected components that are in the CI field (from 7/29)
  7. DONE - Chloe to update HPQC and the Excel spreadsheet with today's updates.
    1. https://yale.box.com/s/00ndty4qhdlwdpz15rvy