2013-06-17 - Process Owners Operational
- Former user (Deleted)
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 |
|
|
Boeher, Cheryl |
Problem Process |
|
|
Chavira, Ricardo |
Service Catalog/Request Process |
|
|
Ortale, Dorothy |
Knowledge Process |
|
|
Kovacs, Mark |
Incident Process |
|
None |
Smith, Rick |
Metrics/CSI Process |
|
|
Tiseo, Lou |
Change Process |
|
|
Turnbull, Chloe |
ServiceNow BA |
|
|
Valdes, Julio |
Configuration Management Process |
|
|
West, William |
ServiceNow DEV |
|
|
Costantino, Christine |
START Replacement Project Manager |
|
|
Nichols, Tim |
CMDB Project Manager |
|
|
MEETING NOTES
DISCUSSION
- Release 1 for CMDB went live on 6/7/2013. Very few issues with the release. A business service was deleted but was restored and all historical tickets were restored with the data. Provider service mapping to assignment units was incomplete but was completed by mapping all Tier 1 units to any new provider service. Business Service to Provider Service to Assignment Group mapping will evolve further as the CMDB matures.
- CMDB and START Replacement projects are at the top of the priority list.
- While Lou Tiseo is on vacation work will continue on updating the Change process. The team will work on the prioritization and approval of pre-implementation tasks and implementation tasks.
PRIORITIZED ITEMS AFTER MEETING
Priority |
Item # |
Description |
Process Owner |
Process Owner |
Dev Team |
Final Approval |
In Development |
In Test |
Scheduled Release |
|---|---|---|---|---|---|---|---|---|---|
1 |
E-X |
CMDB Release 2, 3 & 4 Work |
|
|
|
|
X |
|
6/28/2013 (R2), 7/12/2013, (R3) 7/26/2013 (R4) |
2 |
E-X |
START Replacement |
|
|
|
|
X |
|
9/27/2013 |
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 |
|
6/14/2013 |
|
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-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 |
|
|
|
|
|
|
13 |
E-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)
- DONE - Chloe to add allocation of resources to the prioritization list for reference
- DONE - Chloe to update HPQC and the Excel spreadsheet with today's updates.
.