2013-10-07 - 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
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; no issues reported.
Tim updated CMDB Release 5 items. Will include 1013, 1015, 1016, 1018.
Adriene added item to priority list: R-1071CMDB mapping applications to services. Adriene has produced mappings in spreadsheet, need to apply changes to CMDB to provide visibility to Service Owners, etc. and to ensure ongoing fidelity of data.

PRIORITIZED ITEMS AFTER MEETING

Priority	Item #	Description	Requirements Complete Target	Process Owner Approval Date	Development Complete Target	Scheduled Release Date
1	R-1013 - R1016	CMDB Release 5 Work			9/17/2013	10/11/2013
2	R-X	START Replacement	9/18/2013		11/8/2013	11/22/2013
3	R-1071	CMDB mapping applications to services	10/8/13	10/8/13		10/11/13
4	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
5	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
6	R-813	Allow clients to request assistance online via chat		5/31/2013	10/01/2013
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-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
10	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
11	R-954	New Service Request: Request for Quickbase modifications (D689 for one form; other 2 in prod).		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)
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