2013-05-29 - Process Owners Operational

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Last updated: Jun 05, 2013Version comment
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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

(tick)

 

Smith, Rick

Metrics/CSI Process

(tick)

 

Tiseo, Lou

Change Process

(tick)

 

Turnbull, Chloe

ServiceNow BA

(tick)

 

Valdes, Julio

Configuration Management Process

(tick)

 

West, William

ServiceNow DEV

(tick)

 

Costantino, Christine

START Replacement Project Manager

(tick)

 

Nichols, Tim

CMDB Project Manager

(error)

 

MEETING NOTES

DISCUSSION

  1. No reported issues from the last two releases
  2. Discussed adding the different ServiceNow modules to the SN application in the CMDB.  If the ticket is affecting more than one module you would use the application as the CI and not any specific module.
  3. ServiceNow has offered to review our completed and validated Change Process revisions and provide suggestions on how to implement them in ServiceNow
  4. E-798 (Customer Satisfaction Survey) is set to go live on June 28th.  Bill to start working on this and have a prototype in TEST in 2 weeks to allow time for testing.
  5. E-901 (Allow Request forms to be visible and fill-able by persons outside Yale) needs requirements and use cases
  6. Trello (Kanban chart) board link:  https://trello.com/board/servicenow/50f47bd1ccc8f3db4a003073

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

E-X

CMDB Release 1 Work

 

 

 

 

X

 

6/7/2013

2

E-810

Metrics - Grant table access for Mirror42 so they can proceed with a proof of concept

 

5/6/2013

 

5/6/2013

X

 

5/31/2013

3

E-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

E-798

Implement customer satisfaction survey for Incident module

 

5/6/2013

 

5/6/2013

X

 

6/28/2013

5

E-715

General System - Implement the 'Client (Unified)' field to include REQ, RITM and SCTASKS

 

5/6/2013

 

5/6/2013

X

 

 

6

E-943

Knowledge:  Enable copy/paste of information into a KB article with no need to reformat the data

 

5/29/2013

X

 

 

 

 

7

E-630

Knowledge - Define a process for letting support teams know when there is new KB article that may be of interest to them.

X

 

 

 

 

 

 

8

E-897

New Service Request:  ServiceNow Enhancement Proposal.  Requested by the ITSM team.

 

5/6/2013

 

5/6/2013

X

 

 

9

E-901

Allow Request forms to be visible and fill-able by persons outside Yale

X

 

 

 

 

 

 

10

E-813

Enable Chat function in the DEV or TEST instance

 

5/31/2013

X

 

 

 

 

11

E-767

Implement New Ticket Feature in the DEV or TEST instance

 

5/31/2013

X

 

 

 

 

12

E-902

Cheryl Boeher needs ability to edit Problems after they are closed

X

 

 

 

 

 

 

OUTSTANDING ACTION ITEMS

  1. Bill to add the following modules to the ServiceNow application in the CMDB:  Incident, Problem, Change, Request, Knowledge, Configuration
  2. Chloe to engage Organizational Change Management in the customer satisfaction survey communications to our clients
  3. Ricardo and Christine to gather requirements and use cases for E-901
  4. DONE - Chloe to add the Trello board link to the meeting notes
  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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