2013-11-11 - Process Owners Operational

AGENDA

Discuss issues (if any) from the last release
Review the current work stream
Discuss any new work to be added to the work stream
Discuss prioritization of work stream
Discuss open Action Items

ROLL CALL

Name	Representing	Alternate Attendee
Adusumilli, Hari	ServiceNow QA
Boeher, Cheryl	Problem Process	None
Chavira, Ricardo	Service Catalog/Request Process
Ortale, Dorothy	Knowledge Process	None
Kovacs, Mark	Incident Process
Smith, Rick	Metrics/CSI Process	None
Tiseo, Lou	Change Process	None
Turnbull, Chloe	ServiceNow Team Lead
Valdes, Julio	Configuration Management Process	Tim Nichols
West, William	ServiceNow DEV
Costantino, Christine	START Replacement Project Manager
Nichols, Tim	CMDB Project Manager
Radcliffe, Adriene	ITSM Director	N/A
Sonson, Soren	Request Process

MEETING NOTES

DISCUSSION

No issues reported from this weekend's release.
Staffing updates
1. Fred Roos, a developer from Fruition, started today. He will be on site and sitting with Bill and David.
2. Casey Watts will be working with our team a couple of days a week.
Project Updates
1. CMDB
  1. Development is being done on Release 6 and 7. Specifically application attributes and maintaining the application inventory through the CMDB instead of Quickbase.
  2. UAT for maintaining the applications will be done by some of the business support teams like Arun or Joyce Lush. Depending on how this training goes it will dictate mass training needs.
2. START
  1. Releasing the Ethernet form into Production. It will be hidden until go live.
  2. The Training instance should be updated weekly now and the START forms that are hidden in Production should be showing in TRAIN so that training can be developed.
  3. Pagers (add, change, delete) is completed. UAT for this is happening tomorrow. This could potentially be released on Friday, depending on UAT.
  4. Development of the START forms should be completed by mid-Janaury.
  5. March 21 is scheduled go live for START forms.
  6. Training users will happen in March.
John Pagliuca is asking for a status update on R-765.
1. This was moved up to the top of the RTS list a few weeks ago at our last process owner's meeting and John would like a status update and an ETA on when this will be available for him to test.
2. Bill will review the requirements and let Chloe know if he has any questions or concerns and begin development work on this after his review.
Going forward we should be providing metrics on how items are affecting the business to assist with prioritizing items.
Mark, Ricardo and Soren have provided feedback on the items on the defect/enhancement spreadsheet for Incident and Request. We still need input for any items on the list for Change, Problem, Metrics and Knowledge. Also everyone should take a look at the items flagged as 'General System' as they span multiple processes and may affect yours.
D-556: This could be a month of development to complete this for all modules. We should start with specific complaints or reports. Defect needs to be refined a bit.

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 Effort	BA - % Complete	Process Owner Approval Date
1	R-765	Re-Work the DSP Contracts to accurately reflect who is supported to the DSP Teams and who is supported by FAS-IT	Hours	Completed 9/16/2013	9/16/2013
2	R-821	Change - Update Change process and update ServiceNow to reflect those process changes. This will be done as part of the CMDB project.	Weeks	50%
3	R-813	Allow clients to request assistance online via chat	Hours	Completed 5/31/2013	5/31/2013
4	R-630	Knowledge - Define a process for letting support teams know when there is new KB article that may be of interest to them.	Hours	0%
5	D-556	Users can save/resolve/close tickets without filling out all of the required fields	Hours	50%	7/15/2013
6	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)	Days	Completed 8/14/2013	8/14/2013
7	R-901	Allow Request forms to be visible and fill-able by persons outside Yale	Days	100%	9/9/2013
8	R-767	Implement New Ticket Feature in the DEV or TEST instance	Weeks	100%	5/31/2013
9	R-1094	Notification for Knowledge Records that are about to expire	Hours	50%
10	R-978	Problem Process redesign	Weeks	0%

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 Effort	BA - % Complete	DEV Level of Effort	DEV - % Complete	TEST Level of Effort	TEST - % Complete	Process Owner Approval Date	Scheduled Release Date
1	R-X	CMDB 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 Effort	BA - % Complete	DEV Level of Effort	DEV - % Complete	TEST Level of Effort	TEST - % Complete	Scheduled Release Date
1	R-X	START Replacement Forms/Workflow	Months	100%	Months	90%	Months	60%	3/21/2014

OUTSTANDING ACTION ITEMS

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)
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
Tim to come up with a plan to retire the affected components that are in the CI field (from 7/29)
Bill to review the requirements for R-765 and let Chloe know if he has any questions or concerns and begin development work on this after his review. (from 11/11)
DONE - Chloe to update HPQC and the Excel spreadsheet with today's updates.
1. https://yale.box.com/s/00ndty4qhdlwdpz15rvy