2013-04-15 Process Owners Meeting

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Last updated: Apr 15, 2013Version comment
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4/15/13 Meeting Notes

Members present: Cheryl Boeher, Ricardo Chavira,Tim Nichols, Lori Seluga, Chloe Turnbull, Julio Valdes, Bill West, Andrea Wolff

  • Andrea - update on Release Management
    • Andrea now reports to Jason Shuff; Release work complements & QA/Testing team
    • also working with Adriene to partner with ITSM team
    • have selected vendor Navvia for workshops (SN was selected, they subcontracted with Navvia), document process, identify best practices
    • RFC has two parts: 
      • 1. develop process in a tool-agnostic way
      • 2. review tools requirements and suitability of SN (hope to use SN as tool, but need to understand process & requirements)
    • setting dates for workshops; start in late May, should be done by July 1
    • SOW still to be signed
    • Adriene securing resources; Tim will be PM
  • Cheryl - Problem Management CSI
    • CSI starting for Problem Management
    • reviewing 8 core KPIs (see attached doc)
    • KPI 1, 5, 7 are similar (Backlog count points to possible resource issue; Undiagnosed Problem Count; Open Problem Count). What's relation/difference between Backlog and Open Count? Backlog speaks to overdue tickets, not just count of open tickets.
    • What is timeframe for backlog? how old does it have to be for it to be considered a backlog ticket? TBD - process is still being developed.
    • Problem process still being defined; e.g., can we associate Incidents with a closed Problem? who do we report on it?
  • Chloe & Bill - Process Owners Operational work for SN (see attached slides)
    • Need to better define priority of RTS work (break/fix and enhancements)
    • ITSM team making best effort at prioritization
    • testing is not always thorough
    • needing more work for requirements, use cases
    • Desired state: Process Owners collect requirements, requests; determine priorities with ITSM team; send them to Dev Team (Bill, Dave, FP); 
    • move to weekly operational meeting with Process Owners (those who have a module in the tool)
    • Rick: what metrics do we need to measure success of this process?
  • Julio - CMDB update (see attached doc)
    • Discussing Configuration management as a whole, not just CMDB (which is one tool)
    • focus is on relationship between Configuration and other Processes
    • Configuration to wrap together: People, Processes, Policies, Parts (CIs)
    • Current issues include not having full visibility of all affected components that relate to a Change, don't see all the CIs involved; don't know what Services could be impacted 
    • Aligning Service Portfolios (internal) with Categories (external, on web)