2013-07-08 - Process Owners Operational

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Last updated: Jul 09, 2013Version comment
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 Action Items for next release(s)

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

(error)


Smith, Rick

Metrics/CSI Process

(error)

Natan Tsyrulnik

Tiseo, Lou

Change Process

(tick)

 

Turnbull, Chloe

ServiceNow BA

(error)

 

Valdes, Julio

Configuration Management Process

(error)

 

West, William

ServiceNow DEV

(tick)

 

Costantino, Christine

START Replacement Project Manager

(error)

 

Nichols, Tim

CMDB Project Manager

(error)

 

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
Review

Process Owner
Approved (Date)

Dev Team
Review

Final Approval
(Date)

In Development

In Test

Scheduled Release
Date

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

  1. Bill to add the following modules to the ServiceNow application in the CMDB:  Incident, Problem, Change, Request, Knowledge, Configuration (from 5/29)
  2. Ricardo and Christine to gather requirements and use cases for E-901 (from 5/29)
  3. 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)
  4. All Process Owners review their items on the defect/enhancement list for items that can be removed (from 7/1)
  5. DONE - Chloe to update HPQC and the Excel spreadsheet with today's updates.
    1. https://yale.box.com/s/00ndty4qhdlwdpz15rvy

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