2013-08-12 - Process Owners Operational
- Former user (Deleted)
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 |
Attended |
Alternate Attendee |
|---|---|---|---|
Adusumilli, Hari |
ServiceNow QA |
|
|
Boeher, Cheryl |
Problem Process |
|
|
Chavira, Ricardo |
Service Catalog/Request Process |
|
|
Ortale, Dorothy |
Knowledge Process |
|
|
Kovacs, Mark |
Incident Process |
|
N/A |
Smith, Rick |
Metrics/CSI Process |
|
|
Tiseo, Lou |
Change Process |
|
|
Turnbull, Chloe |
ServiceNow BA |
|
|
Valdes, Julio |
Configuration Management Process |
|
Tim Nichols |
West, William |
ServiceNow DEV |
|
David Backeberg |
Costantino, Christine |
START Replacement Project Manager |
|
|
Nichols, Tim |
CMDB Project Manager |
|
|
MEETING NOTES
DISCUSSION
- Bill on vacation August 12 - 15
- David will do the deployment this week
- No reported issues with release on Friday
- Lou/Adriene's update on getting more resources to help with the RTS work
- 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.
- 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.
- 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.
- 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 |
Process Owner |
Dev Team |
Final Approval |
Development % Complete |
Test % complete |
Scheduled Release |
|---|---|---|---|---|---|---|---|---|---|
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
- Bill to add the following modules to the ServiceNow application in the CMDB: Incident, Problem, Change, Request, Knowledge, Configuration (from 5/29)
- 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.
- 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)
- 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 toay's updates.