2013-12-16 - Process Owners Operational

AGENDA

Name	Representing	Alternate Attendee
Adusumilli, Hari	ServiceNow QA
Boeher, Cheryl	Problem Process
Chavira, Ricardo	Service Catalog/Request Process
Ortale, Dorothy	Knowledge Process
Kovacs, Mark	Incident Process
Smith, Rick	Metrics/CSI Process
Tiseo, Lou	Change Process
Turnbull, Chloe	ServiceNow Team Lead
Valdes, Julio	Configuration Management Process	Tim Nichols
West, William	ServiceNow DEV	Fred Roos
Costantino, Christine	START Replacement Project Manager
Nichols, Tim	CMDB Project Manager
Radcliffe, Adriene	ITSM Director	N/A
Sonson, Soren	Request Process

DISCUSSION

Last week's release included service requests and approval workflow functionality to support the START Replacement project. These items will be hidden until the go-live of START Replacement forms in early spring. The release also contained one defect fix.
Prioritization of items was done in the process owners meeting and it was originally decided that defects were going to be done first. This priority changed due to the fact that Bill is leaving as of January 3rd. Adriene asked Bill to finish up anything he had in the pipeline that he could finish before he left. This is why the service requests were upped in priority.
Reviewed the preliminary change process redesign timeline.
1. Change Management Process Timeline.pdf
We will meet again on January 6th and regroup.

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-804	SLA Modifications	Hours	Completed 11/01/2013
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.	Weeks	50%
4	R-813	Allow clients to request assistance online via chat	Hours	Completed 5/31/2013	5/31/2013
5	R-1094	Notification for Knowledge Records that are about to expire	Hours	Completed 11/26/2013
6	D-556	Users can save/resolve/close tickets without filling out all of the required fields	Hours	50%	7/15/2013
7	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
8	R-901	Allow Request forms to be visible and fill-able by persons outside Yale	Days	100%	9/9/2013
9	R-767	Implement New Ticket Feature in the DEV or TEST instance	Weeks	100%	5/31/2013
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

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)
DONE - Chloe to update HPQC and the Excel spreadsheet with today's updates.
1. https://yale.box.com/s/00ndty4qhdlwdpz15rvy