2013-07-15 - Process Owners Operational

Owned by Former user (Deleted)
Last updated: Jul 16, 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
    1. Discuss defect 436 (Incident/Problem/Change:  When a Change or Problem is created from an Incident there is no Change Owner/Change Owner Group saved in the ticket) and the issues with blank historical data.
  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

(error)

N/A

Boeher, Cheryl

Problem Process

(tick)

 

Chavira, Ricardo

Service Catalog/Request Process

(tick)

 

Ortale, Dorothy

Knowledge Process

(error)

None

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

(error)

Tim N.

West, William

ServiceNow DEV

(tick)

 

Costantino, Christine

START Replacement Project Manager

(error)

N/A

Nichols, Tim

CMDB Project Manager

(tick)

 

MEETING NOTES

DISCUSSION

  1. Release did not go as planned this weekend.  There was a communication issue with the release.  It will go this coming Friday (7/19).
  2. Lori Seluga submitted a request to be able to change an Incident to a  Request and a Request to an Incident.  She provided documentation on how another University has done this.  Ricardo and Mark will follow up with her and gather the requirements and user stories for this.
  3. Discuss defect 436 (Incident/Problem/Change:  When a Change or Problem is created from an Incident there is no Change Owner/Change Owner Group saved in the ticket) and the issues with blank historical data.
    1. This is already in test.

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 3 & 4 Work

 

 

 

 

X

 

7/19/2013, (R3) 8/2/2013 (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

7/19/2013

5

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

 

 

 

 

 

 

6

R-897

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

 

5/6/2013

 

5/6/2013

X

 

 

7

D-556

Users can save/resolve/close tickets without filling out all of the required fields

 

7/15/2013

X

 

 

 

 

8

R-926

New Service Request:  IAM - Attribute Release Form

 

7/15/2013

X

 

 

 

 

9

R-938

New Service Request:  Software Library Addition or Change

 

7/15/2013

X

 

 

 

 

10

R-901

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

X

 

 

 

 

 

 

11

R-813

Allow clients to request assistance online via chat

 

5/31/2013


 

X

 

 

12

R-767

Implement New Ticket Feature in the DEV or TEST instance

 

5/31/2013

X

 

 

 

 

13

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

 

 

 

 

 

 

14

R-902

Cheryl Boeher needs ability to edit Problems after they are closed

X

 

 

 

 

 

 

15

R-X

Make changes to client facing new Incident form

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: 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. 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)
  3. All Process Owners review their items on the defect/enhancement list for items that can be removed (from 7/1)
  4. DONE - Chloe to set up a meeting with Cheryl to discuss R-896
  5. DONE - Chloe to review any requests for new Service Requests that are still in the OCIO Service Management queue and send them over to the INF SN App Support queue
  6. DONE - Chloe to update HPQC and the Excel spreadsheet with today's updates.
    1. https://yale.box.com/s/00ndty4qhdlwdpz15rvy

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