2013-10-21 - 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

(error)

 

Boeher, Cheryl

Problem Process

(tick)

 

Chavira, Ricardo

Service Catalog/Request Process

(error)

Soren Sonson

Ortale, Dorothy

Knowledge Process

(tick)

 

Kovacs, Mark

Incident Process

(tick)

 

Smith, Rick

Metrics/CSI Process

(tick)

 

Tiseo, Lou

Change Process

(tick)

 

Turnbull, Chloe

ServiceNow Team Lead

(tick)

 

Valdes, Julio

Configuration Management Process

(error)

Tim Nichols

West, William

ServiceNow DEV

(error)

 

Costantino, Christine

START Replacement Project Manager

(tick)

 

Nichols, Tim

CMDB Project Manager

(tick)

 

Radcliffe, Adriene

ITSM Director

(tick)

 

Sonson, Soren

Request Process

(tick)

 

MEETING NOTES

DISCUSSION

  1. Discussion of last week's SN release.
    1. Post release it's been discovered that individuals are unable to sort by the database in affected component field.  A defect will be logged for this.
    2. Post release it's been discovered that the provider services are not mapping to Business Services.  A defect will be logged for this.
  2. Staffing updates
    1. We have a new BA starting, David Rich, who has been working with our testing team.  His first order of business will be working on the Change process.  He will need to transition his testing responsibilities to another person from the Testing team.
    2. We are interviewing a person from Fruition to be located at Yale to work on development.  This person's first order of business will be working on the Change process and some RTS defects.
  3. Project Updates
    1. CMDB
      1. Work scheduled out through end of the year
      2. Bill is currently working on Release 5 and 6 (network and subnet devices; enabling modifications to businesses services within ServiceNow).
    2. START
      1. End of this week will be a go-no on the scheduled release date of 11/22
      2. Adriene will ask Bill to do a level of effort assessment on one defect that would apply to all Request forms.  Depending on the level of effort this may impact a release date.
  4. John Pagliuca is asking for R-765 (currently #9 on the priority list) to be moved up as it is affecting their ability to serve their clients in a timely manner.
    1. This will be moved up to the top of the list.
  5.  Jeff Capuano has three items he would like to add as a priority.  He needs to onboard three CTS groups; Film Study Center, Photo & Design and Classroom Technology & Event Services.  This will need BA work along with development work.
    1. The new BA starting can work on this.  We would also like to leverage the new Service Improvement Specialist starting within CTS soon.
  6. We will Process Owners would like to see priority by project and a breakdown of a person's percentage for each work stream



RTS PRIORITIES AND STAFFING PERCENTAGES

Business Analysis:  Dave Rich 100% (after transition from testing to John Schmidt)

Development::  Bill West 50%

Testing: John Schmidt 50%

Priority

Item #

Description

BA Level of EffortBA - % CompleteDEV Level of EffortDEV - % CompleteTEST Level of EffortTEST - % Complete

Process Owner
Approval Date

Scheduled Release
Date

1R-765Re-Work the DSP Contracts to accurately reflect who is supported to the DSP Teams and who is supported by FAS-ITHoursCompleted 9/16/2013    9/16/2013 
2

R-821

Change - Update Change process and update ServiceNow to reflect those process changes.  This will be done as part of the CMDB project.

Weeks50%    

 

 

3

R-813

Allow clients to request assistance online via chat

HoursCompleted 5/31/2013    

5/31/2013

 

4

R-630

Knowledge - Define a process for letting support teams know when there is new KB article that may be of interest to them.

Hours0%    

 

 

5

D-556

Users can save/resolve/close tickets without filling out all of the required fields

HoursCompleted 7/15/2013    

7/15/2013

 

6

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)

DaysCompleted 8/14/2013    

8/14/2013

 

7

R-938

New Service Request:  Software Library Addition or Change (Fruition)

HoursCompleted 7/15/2013    

7/15/2013

 

8

R-901

Allow Request forms to be visible and fill-able by persons outside Yale

Days30% (Estimated)    

9/9/2013

 

9

R-767

Implement New Ticket Feature in the DEV or TEST instance

WeeksUnsure    

5/31/2013

 

10R-1094Notification for Knowledge Records that are about to expireHours50%      

11

R-978

Problem Process redesign

Weeks0%    

 

 



CMDB PRIORITIES AND STAFFING PERCENTAGES

Business Analysis:  David Logie 50% (through 11/30)

Development::  Bill West 50%

Testing: Hari 25%

Priority

Item #

Description

BA Level of EffortBA - % CompleteDEV Level of EffortDEV - % CompleteTEST Level of EffortTEST - % Complete

Process Owner
Approval Date

Scheduled Release
Date

1R-XCMDB Release 5 and 6????????



START REPLACEMENT PRIORITIES AND STAFFING PERCENTAGES

Business Analysis:  Kesha Patel 50%

Development::  David Backeberg 100%, Fruition Consultants

Testing: Hari Adusumilli 50%

Priority

Item #

Description

BA Level of EffortBA - % CompleteDEV Level of EffortDEV - % CompleteTEST Level of EffortTEST - % Complete

Scheduled Release
Date

1R-XSTART Replacement Forms/WorkflowMonths98%Months90%Months90%11/22/2013



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. 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
  3. Tim to come up with a plan to retire the affected components that are in the CI field (from 7/29)
  4. DONE - Chloe to update HPQC and the Excel spreadsheet with today's updates.
    1. https://yale.box.com/s/00ndty4qhdlwdpz15rvy