2013 04 April Service Board Meeting
- Former user (Deleted)
Meeting Date
April 16, 2013
Instructions for Participants to Dial-In
1) Dial 6-5777, (203)436-5777 or (855) 925-3266.
2) Enter Meeting ID 68853 and #
3) Speak you name, then enter #.
Attendees
Members: Adriene Radcliffe, Ricardo Chavira, Russell Sharp, Susan West, Jane Livingston, Brian Wolson, Ed Kairiss, Susan Kelley, Jeff Capuano, Rick Smith, Joe Paolillo, John Jibilian, Stephanie Scungio, David Campbell, Dawn Colonese, David Galassi, Paul Gluhoski, John Guidone, (NEW MEMBERS: Soren Sonson, Kathleen Broderick, Arun Darwar)
Attended: Adriene Radcliffe, Susan West, Brian Wolson (remote), Ed Kairiss, Susan Kelley, Jeff Capuano, Rick Smith, Joe Paolillo, Stephanie Scungio, David Galassi, Paul Gluhoski, Soren Sonson, Kathleen Broderick, Arun Darwar
Agenda
Incident Management CSI and Value Scorecard (standing agenda item) Jeff Capuano
Discussion of the POD survey for Jeff's area - there are no objections to the POD survey. Jeff's team will monitor and also make the data available to all teams.
Discuss: Jeff will send us the communication plan and timing of the POD survey
Update on Metrics Model - Rick Smith
Ricks team has updated the dashboards - scorecard From Rick's email to us:
Here is the link to the Business Service Scorecards. The files are date stamped and the most recent scorecard has the most recent date. The scorecards will be manually updated every other Wednesday (bi-monthly) as we work toward an automated solution. The short term goal is to establish a Continuous Service Improvement (CSI) scorecard for all “Core” Business Services and long term to establish scorecards for all Services.
Those of you who have access to the ITSM Coach in ServiceNow can view the future model. Incident Management is 95% complete and we are currently working toward completion of Problem Management and Change Management. Once all Core Services have been defined and scorecards completed they along with Security Management, Portfolio Management and Financial Management will form the basis of measuring Rock Solid Service in Len’s Quarterly Business Review
Review of Customer Satisfaction Approach - Susan West
Susan review of where we are with respect to Customer Satisfaction and collection
If you need access to the annual survey data - let Susan know, some teams are already reviewing this and acting.
The student survey is underway and Susan will share the results when that data is back in
Remember the methods for all services to collect customer sat data would be via
- Annual Survey
- POD Survey
- Internal Metrics
Reminder: All Surveys need to be reviewed by Strategic Communications via Susan West. Action: Susan will follow back up on all the methods we intend to collect customer sat for each service.
Additional discussion of HPC and surveys. Qualtrics surveys can appear to come from other individuals (it can come from Steve)
Next Steps - Services, CMDB, and the Service Catalog - Adriene Radcliffe
Adriene briefly reviewed the next steps on what we are going to do with the CMDB and how it relates to the Service Catalog.
You will receive a spreadsheet of what we have today and the services we identified going forward, and some invitations to lunch and learns on reviewing the data before we move it into production
May Meeting Focus
Deep Dive Customer Satisfaction data from Survey - Susan West
Overview of financial management of Services - David Campbell
CMDB and Service States