2013-09-09 - Process Owners Operational

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Last updated: Sept 10, 2013Version comment
4 min read

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

(error)

None

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

(tick)


Costantino, Christine

START Replacement Project Manager

(error)

N/A

Nichols, Tim

CMDB Project Manager

(tick)

 

Radcliffe, Adriene

ITSM Director

(tick)


Sonson, Soren

Request Process

(tick)

 

MEETING NOTES

DISCUSSION

  1. Released one item on Friday 9/6.  No issues reported with the release.
  2. Discussed the level of effort of opening up the related records fields in a Change ticket to be able to be updated at any time while the Change is open.
    1. Per Bill, a few hours of development
    2. Per Hari, a few days of testing
  3. Asked Process Owners to please go through all open enhancement requests to determine if they are still viable.  Asked them to complete this exercise by COB on Friday.
    1. Adriene would like to remind everyone to go through their list of enhancements and review them for anything that should not be done and removed from the list.  She wants to reduce our demand from this list by 10%.
      1. When reviewing the list Process Owners should ask themselves if this enhancement would add value to more than just one unit.  Will this help to improve the process?  Will the enhancement move ITSM forward?

PRIORITIZED ITEMS AFTER MEETING

Priority

Item #

Description

Requirements Complete Target

Process Owner
Approval Date

Development Complete Target

Test Complete Target

Scheduled Release
Date

1 - 1A

R-860

SNMP Integration  (CMDB R4)

 

 

9/3/2013

 

N/A

1 - 1B

R-960

Add server form module and list (CMDB R4)

 

 

8/27/2013

 

9/20/2013

1 - 1C

R-1018

Application Attributes (e.g. name, description)

 

 

TBD

 

9/13/2013

1 - 1D

R-1002 - R-1006

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

 

 

9/3/2013

 

9/20/2013

1 - 1E

R-1013 - R1016

CMDB Release 5 Work

 

 

9/17/2013

 

9/13/2013

2

R-X

START Replacement

TBD

 

TBD

 

TBD

3

R-1017

Update Status categories

 

8/14/2013

9/16/2013

 

 

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

TBD

 

 

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.


 

10/1/2013

 

 

6

R-813

Allow clients to request assistance online via chat

 

5/31/2013

9/17/2013

 

 

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-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

 

 

10

R-953

New Service Request:  Request for adding a PMO SharePoint Team Site.

 

9/9/2013

TBD

 

 

11

R-954

New Service Request:  Request for Quickbase modifications

 

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

  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. Bill to provide an estimate of development time on the items on this list that have TBD in the Development Complete Target column. (from 8/26)
  3. 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
  4. Tim to come up with a plan to retire the affected components that are in the CI field (from 7/29)
  5. DONE - Chloe to update HPQC and the Excel spreadsheet with today's updates.
    1. https://yale.box.com/s/00ndty4qhdlwdpz15rvy