2013-10-21 - Process Owners Operational

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	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
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

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.
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.
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.
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.
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.
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 Effort	BA - % Complete	Process Owner Approval Date
1	R-765	Re-Work the DSP Contracts to accurately reflect who is supported to the DSP Teams and who is supported by FAS-IT	Hours	Completed 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.	Weeks	50%
3	R-813	Allow clients to request assistance online via chat	Hours	Completed 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.	Hours	0%
5	D-556	Users can save/resolve/close tickets without filling out all of the required fields	Hours	Completed 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)	Days	Completed 8/14/2013	8/14/2013
7	R-938	New Service Request: Software Library Addition or Change (Fruition)	Hours	Completed 7/15/2013	7/15/2013
8	R-901	Allow Request forms to be visible and fill-able by persons outside Yale	Days	30% (Estimated)	9/9/2013
9	R-767	Implement New Ticket Feature in the DEV or TEST instance	Weeks	Unsure	5/31/2013
10	R-1094	Notification for Knowledge Records that are about to expire	Hours	50%
11	R-978	Problem Process redesign	Weeks	0%

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 Effort	BA - % Complete	DEV Level of Effort	DEV - % Complete	TEST Level of Effort	TEST - % Complete	Process Owner Approval Date	Scheduled Release Date
1	R-X	CMDB 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 Effort	BA - % Complete	DEV Level of Effort	DEV - % Complete	TEST Level of Effort	TEST - % Complete	Scheduled Release Date
1	R-X	START Replacement Forms/Workflow	Months	98%	Months	90%	Months	90%	11/22/2013

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)
1. 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.
1. https://yale.box.com/s/00ndty4qhdlwdpz15rvy