2013-07-22 - Process Owners Operational
- Former user (Deleted)
AGENDA
- Discuss issues (if any) from the last release
- Ricardo to update on his discussion with Russell about getting more resources
- Review the current work stream
- Discuss any new work to be added to the work stream
- Discuss prioritization of work stream
- Discuss Action Items for next release(s)
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 |
|
|
Smith, Rick |
Metrics/CSI Process |
|
|
Tiseo, Lou |
Change Process |
|
|
Turnbull, Chloe |
ServiceNow BA |
|
|
Valdes, Julio |
Configuration Management Process |
|
|
West, William |
ServiceNow DEV |
|
|
Costantino, Christine |
START Replacement Project Manager |
|
|
Nichols, Tim |
CMDB Project Manager |
|
|
MEETING NOTES
DISCUSSION
- YaleSecure wireless was having issues and Cheryl, Mark and Julio needed to leave to handle support for the issues for a portion of the meeting.
- Release went as planned this weekend. Have heard no feedback or fallout from the release.
- START Replacement go-live is now going to be sequenced with the IAM updates. This may delay the release of START replacement until sometime between September and December.
- START replacement will depend on the IAM structure for some of its request fulfillment and approvals
- Client Accounts would be negatively impacted if the START Replacement goes live before the IAM integration. They have automated workflow currently available in START that would not be available in ServiceNow until the IAM integration.
- Lou Tiseo brought up concerns about the ITSM team not following the Change process with the weekly releases. Discussion to continue with Bill, Lou, Ricardo and Chloe offline.
- The group would like to nail down the process of how enhancements are requested (and defects are logged) and how they make it from a request to release. We can discuss this process at one of our upcoming meetings.
- Ricardo met with Russell Sharp regarding the need for more resources.
- Russell has agreed that we can use more resources and perhaps a restructuring of our current team to ensure we have a technical lead with enough time allocation to perform their duties and enough technical resources. Russell has also agreed that we are also in need of more BA resources to assist with requirements gathering.
- Ricardo will take the list of enhancements/defects and break the work into chunks (e.g. defect fixes, service request form creation/changes)
PRIORITIZED ITEMS AFTER MEETING
Priority |
Item # |
Description |
Process Owner |
Process Owner |
Dev Team |
Final Approval |
In Development |
In Test |
Scheduled Release |
|---|---|---|---|---|---|---|---|---|---|
1 |
R-X |
CMDB Release 4 & 5 Work |
|
|
|
|
X |
|
8/2/2013 (R4); 8/16/2013 (R5) |
2 |
R-X |
START Replacement |
|
|
|
|
X |
|
9/27/2013 |
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. |
X |
|
|
|
|
|
|
4 |
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 |
|
|
5 |
R-943 |
Knowledge: Enable copy/paste of information into a KB article with no need to reformat the data |
|
5/29/2013 |
6/14/2013 |
|
X |
|
|
6 |
R-630 |
Knowledge - Define a process for letting support teams know when there is new KB article that may be of interest to them. |
X |
|
|
|
|
|
|
7 |
R-897 |
New Service Request: ServiceNow Enhancement Proposal. Requested by the ITSM team. |
|
5/6/2013 |
|
5/6/2013 |
X |
|
7/26/2013 |
8 |
D-556 |
Users can save/resolve/close tickets without filling out all of the required fields |
|
7/15/2013 |
|
|
X |
|
|
9 |
R-926 |
New Service Request: IAM - Attribute Release Form |
|
7/15/2013 |
|
|
X |
|
|
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-813 |
Allow clients to request assistance online via chat |
|
5/31/2013 |
|
|
X |
|
|
13 |
R-767 |
Implement New Ticket Feature in the DEV or TEST instance |
|
5/31/2013 |
X |
|
|
|
|
14 |
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) |
X |
|
|
|
|
|
|
15 |
R-902 |
Cheryl Boeher needs ability to edit Problems after they are closed |
X |
|
|
|
|
|
|
16 |
R-X |
Make changes to client facing new Incident form |
|
7/22/2013 |
X |
|
|
|
|
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)
- Hari to make estimate on length of time it will take to do testing for the last few items left blank in the Level of Effort - TEST column on the spreadsheet. Use "Level of Effort - TEST" column in HPQC. See Chloe with questions. (from 6/24)
- All Process Owners review their items on the defect/enhancement list for items that can be removed (from 7/1)
- Chloe to set up a meeting with Bill, Lou and Ricardo to discuss ServiceNow Release process and how it interacts with Change Management
- 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
- DONE - Chloe to update HPQC and the Excel spreadsheet with today's updates.
.