2013-11-26 - Process Owners Operational

Owned by Former user (Deleted)
Last updated: Nov 26, 2013
3 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

(tick)

 

Kovacs, Mark

Incident Process

(tick)

 

Smith, Rick

Metrics/CSI Process

(tick)

 

Tiseo, Lou

Change Process

(error)

None

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

(tick)

 

Nichols, Tim

CMDB Project Manager

(tick)

 

Radcliffe, Adriene

ITSM Director

(error)N/A

Sonson, Soren

Request Process

(tick)

 

MEETING NOTES

DISCUSSION

  1. Last week's release and this week's release include/d service requests and approval workflow functionality to support the START Replacement project.  These items will be hidden until the go-live of START Replacement forms in early spring. 
  2. Mark Kovacs would like to get R-804 (Adjust Incident SLAs) prioritized towards the top of the list.
    1. Group reviewed and it was put at #2 on the RTS list.
    2. Bill will give this work to Fruition.  The first step will be an estimate the amount of work involved.
  3. Jeff Capuano has three requests for onboarding the rest of his CTS team.  This needs analysis work by a BA.  Christine has offered, as the new Service Improvement person in CTS, to do the BA work for this.  Mark will speak with Jeff about this to make sure it's agreeable to everyone.
  4. Dorothy needs BA help with documentation with R-1094.
  5. Lori Seluga made an enhancement request to be able to add tasks to a Service Request.  Before this can be entertained we need functional requirements and use cases explaining the problem.


RTS PRIORITIES AND STAFFING PERCENTAGES

Business Analysis:  Dave Rich 100% (after transition from testing to John Schmidt)

Development::  Bill West 50%

Testing: John Schmidt 50%

Priority

Item #

Description

BA Level of EffortBA - % CompleteDEV Level of EffortDEV - % CompleteTEST Level of EffortTEST - % Complete

Process Owner
Approval Date

Scheduled Release
Date

1R-765Re-Work the DSP Contracts to accurately reflect who is supported to the DSP Teams and who is supported by FAS-ITHoursCompleted 9/16/2013    9/16/2013 
2R-804SLA ModificationsHoursCompleted 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.

Weeks50%    

 

 

4

R-813

Allow clients to request assistance online via chat

HoursCompleted 5/31/2013    

5/31/2013

 

5R-1094Notification for Knowledge Records that are about to expireHoursCompleted 11/26/2013    

 

 

6

D-556

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

Hours50%    

7/15/2013

 

7

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)

DaysCompleted 8/14/2013    

8/14/2013

 

8

R-901

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

Days100%    

9/9/2013

 

9

R-767

Implement New Ticket Feature in the DEV or TEST instance

Weeks100%    

5/31/2013

 

10

R-978

Problem Process redesign

Weeks0%    

 

 


CMDB PRIORITIES AND STAFFING PERCENTAGES

Business Analysis:  David Logie 10% (through 11/30)

Development::  Bill West 50%

Testing: Hari 25%

Priority

Item #

Description

BA Level of EffortBA - % CompleteDEV Level of EffortDEV - % CompleteTEST Level of EffortTEST - % Complete

Process Owner
Approval Date

Scheduled Release
Date

1R-XCMDB Release 5, 6 and 7????????


START REPLACEMENT PRIORITIES AND STAFFING PERCENTAGES

Development::  David Backeberg 100%, Fruition Consultants

Testing: Hari Adusumilli 50%

Priority

Item #

Description

BA Level of EffortBA - % CompleteDEV Level of EffortDEV - % CompleteTEST Level of EffortTEST - % Complete

Scheduled Release
Date

1R-XSTART Replacement Forms/WorkflowMonths100%Months90%Months60%3/21/2014


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