2013-07-08 - 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 Action Items for next release(s)
ROLL CALL
Name |
Representing |
Attended |
Alternate Attendee |
---|---|---|---|
Adusumilli, Hari |
ServiceNow QA |
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|
Boeher, Cheryl |
Problem Process |
|
|
Chavira, Ricardo |
Service Catalog/Request Process |
|
|
Ortale, Dorothy |
Knowledge Process |
|
|
Kovacs, Mark |
Incident Process |
|
|
Smith, Rick |
Metrics/CSI Process |
|
Natan Tsyrulnik |
Tiseo, Lou |
Change Process |
|
|
Turnbull, Chloe |
ServiceNow BA |
|
|
Valdes, Julio |
Configuration Management Process |
|
|
West, William |
ServiceNow DEV |
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|
Costantino, Christine |
START Replacement Project Manager |
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|
Nichols, Tim |
CMDB Project Manager |
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|
MEETING NOTES
DISCUSSION
- Review of last week's release, no reported issues.
- CMDB Release 3 this week, includes:
- Business Service Maps for ClassesV2, HPQC, ServiceNow, DARCY
- Application inventory - integration with Quickbase, will have nightly feed to CMDB
- more Unix servers to be added
- for release notes: please include frequency of application inventory update; specify the fields that will be tracked from the application inventory
- START - Christine not present, will track work @ daily standup
- Change
- Cheryl: we need to make faster progress, how do we develop a tech spec sooner than later?
- Bill: at next meeting, we can talk about more narrowly scoping a spec that we could implement; would have basic functionality which could be enhanced and built upon
- Knowledge
- Dorothy still testing 943 (KB copy/paste functionality), close to sign off; has enlisted Laura Tomas, Casey Watts, Cyndi Welsh, Vanessa Formica to also test
- will likely approve for release this week, but is out of office next week
- Dorothy will review, contact testers for any feedback; will copy RC for any incidents or follow up next week, if needed
- Bill will check with ServiceNow re: back out strategy
- Other business:
- No change in priority of work items
- RC to work with Lou, Cheryl, et al., regarding request for additional resources
- Nate to follow up with Rick & Chloe regarding ITSM work stream metrics (as part of request for additional resources)
- Reminder to absent members: Please send a delegate in your place!
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 2, 3 & 4 Work |
|
|
|
|
X |
|
7/12/2013, (R3) 7/26/2013 (R4) |
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 |
R-715 |
General System - Implement the 'Client (Unified)' field to include REQ, RITM and SCTASKS |
|
5/6/2013 |
|
5/6/2013 |
|
X |
7/12/2013 |
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 |
7/12/2013 |
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 |
|
|
8 |
R-901 |
Allow Request forms to be visible and fill-able by persons outside Yale |
X |
|
|
|
|
|
|
9 |
R-813 |
Allow clients to request assistance online via chat |
|
5/31/2013 |
X |
|
|
|
|
10 |
R-767 |
Implement New Ticket Feature in the DEV or TEST instance |
|
5/31/2013 |
X |
|
|
|
|
11 |
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 |
|
|
|
|
|
|
12 |
R-902 |
Cheryl Boeher needs ability to edit Problems after they are closed |
X |
|
|
|
|
|
|
CURRENT RESOURCE ALLOCATION
- Chloe: 100% on RTS; work on START Replacement or CMDB as needed
- Hari: 20% on START Replacement; 25% on CMDB; 55% on RTS
- Bill: 90% on CMDB; 10% on RTS
- Dave: 50% on START Replacement, 50% Non-ServiceNow Work
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)
- Ricardo and Christine to gather requirements and use cases for E-901 (from 5/29)
- Hari to make estimate on length of time it will take to do testing for open items on the list. 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)
- DONE - Chloe to update HPQC and the Excel spreadsheet with today's updates.
.