2013-08-12 - 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

(tick)

 

Chavira, Ricardo

Service Catalog/Request Process

(tick)


Ortale, Dorothy

Knowledge Process

(tick)


Kovacs, Mark

Incident Process

(error)

N/A

Smith, Rick

Metrics/CSI Process

(tick)

 

Tiseo, Lou

Change Process

(tick)

 

Turnbull, Chloe

ServiceNow BA

(tick)

 

Valdes, Julio

Configuration Management Process

(tick)

Tim Nichols

West, William

ServiceNow DEV

(error)

David Backeberg

Costantino, Christine

START Replacement Project Manager

(tick)


Nichols, Tim

CMDB Project Manager

(tick)

 

MEETING NOTES

DISCUSSION

  1. Bill on vacation August 12 - 15
    1. David will do the deployment this week
  2. No reported issues with release on Friday
  3. Lou/Adriene's update on getting more resources to help with the RTS work
    1. Lou/Adriene met with the SLT and they said they wanted to schedule a meeting to discuss this in depth to ensure there was enough time.  Adriene and Lou will meet separately with Russell and Len regarding our resources.
  4. R-943 (Knowledge:  Enable copy/paste of information into a KB article with no need to reformat the data) failed final UAT.  Dorothy felt there were more cons to implementing this than pros.  It will be removed from the list and revisited once we upgrade to Calgary as this functionality is native in this upgrade.
  5. START Replacement go live date has been pushed back to 11/1/2013.  The scope includes pagers, telephone sets and lines, mobile devices, ethernet connections, ITS backup service.  Scope for the 11/1/2013 release does not include the IAM integrations.  The IAM integration will happen at a later date and the IAM project team will work with Service Management team on the project.
  6. Next week we will update the prioritized items below with the percentage complete for each item.

PRIORITIZED ITEMS AFTER MEETING

Priority

Item #

Description

Process Owner
Review % Complete

Process Owner
Approved (Date)

Dev Team
Review
% Complete

Final Approval
(Date)

Development % Complete

Test % complete

Scheduled Release
Date

1

R-X

CMDB Release 4 & 5 Work

 

 

 

 

X

 

8/23/2013 (R4); 8/23/2013 (R5)

1 - 1A

R-870

Integrate ServiceNow with Quickbase (R4)

 

 

 

 

X

 

8/23/2013

1 - 1B

R-860

SNMP Integration  (R4)

 

 

 

 

X

 

8/23/2013

1 - 1C

R-960

Add server form module and list (R4)

 

 

 

 

X

 

8/23/2013

1 - 1D

R-1002 - R-1006

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

 

 

 

 

X

 

8/23/2013

2

R-X

START Replacement

 

 

 

 

X

 

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.

80%

 

75%

 

X

 

 

4

R-813

Allow clients to request assistance online via chat

 

5/31/2013

 

 

X

 

 

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

 

 

X

 

 

6

R-1017

Update "Status" Categories

 

 

 

 

 

 

 

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.

80%

 

 

 

 

 

 

8

D-556

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

 

7/15/2013


 

X

 

 

9

R-731

Reporting:  Please grant access to the Metrics folks to view a few KB tables for reporting

 

 

 

 


X

8/16/2013

10

R-938

New Service Request:  Software Library Addition or Change

 

7/15/2013


 

X

 

 

11

R-901

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

X

 

 

 

 

 

 

12

R-767

Implement New Ticket Feature in the DEV or TEST instance

 

5/31/2013

X

 

 

 

 

13

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)

95%

 

 

 

 

 

 

14

R-X (Multiple)

Make changes to client facing new Incident form


7/22/2013

X

 

 

 

 

15

R-978

Problem Process redesign

0%

 

 

 

 

 

 

16

R-756

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

 

 

 

 

 

 

 

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. 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.
  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 toay's updates.
    1. https://yale.box.com/s/00ndty4qhdlwdpz15rvy