2013-08-05 - Process Owners Operational

Owned by Former user (Deleted)
Last updated: Aug 05, 2013Version comment
5 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 open Action Items

ROLL CALL

Name

Representing

Attended

Alternate Attendee

Adusumilli, Hari

ServiceNow QA

(tick)


Boeher, Cheryl

Problem Process

(tick)

 

Chavira, Ricardo

Service Catalog/Request Process

(error)

None

Ortale, Dorothy

Knowledge Process

(tick)


Kovacs, Mark

Incident Process

(error)

None

Smith, Rick

Metrics/CSI Process

(tick)

 

Tiseo, Lou

Change Process

(tick)

 

Turnbull, Chloe

ServiceNow BA

(tick)

 

Valdes, Julio

Configuration Management Process

(error)

Tim Nichols

West, William

ServiceNow DEV

(tick)

 

Costantino, Christine

START Replacement Project Manager

(tick)


Nichols, Tim

CMDB Project Manager

(tick)

 

MEETING NOTES

DISCUSSION

  1. Bill on vacation August 12th - 16th
    1. David will do the deployment this week
  2. Adriene's update on getting more resources to help with the RTS work
    1. Adriene is mapping out the FY14 demand with several "buckets" or categories of work that Ricardo put together for the backlog.  She putting together a request for more staffing which will be reviewed at the ITSM Steering Committee meeting on Thursday 8/8.  After the staffing decision is made we will prioritize work as appropriate with process owner input.
    2. Recommendations to create capacity to reduce backlog to under 200 hours by end of fiscal year; FY14 demand requires prioritization and estimation
      1. Increase Dev hours to 2 FTE.  (Combination of partner dev hours and/or opportunity to train an existing staff member for the “IT ERP system”)
      2. Increase BA to one full FTE for Service Management.  This is consistent with other client/development teams
      3. Focused role of architect will keep integrity/consistency of system through multiple workstreams (RTS, START, CMDB, new integrations).  This is consistent with other client/development teams
      4. Increase RTS test footprint additional .5 FTE for automation scripts.
      5. Also need to replace BA on project staffing for START and CMDB
  3. Process Owners - please remember to send a delegate in your place who can make decisions and vote for you if you are unable to attend the meeting.
  4. No issues from last week's release
  5. R-926 - IAM attribute change Service Request form is not ready.  It was built to spec but Info Sec wants more changes.  Remove this from the priority list until Information Security decides what they want to do with this form.
  6. R-901 - Christine has added her use case however this is not something needed for START go live.  Ricardo to research other use cases.
  7. Information security potentially wants to use ServiceNow to track tickets that require additional security (such as investigations into compliance and legal issues).  Cheryl will submit an enhancement request to get the ball rolling.   This will require a full requirements gathering and full participation from Information Security to make an accurate assessment of what if needed here and to make a decision on how to proceed.
  8. Lou would like to change the current Build/Test approval in the Change module from the CAB to the team leads of the Change Owner assignment unit.  This addition to the priority list was agreed to by the group.  Lou will submit an enhancement request for this to be added to HPQC and it will be added to the priority list below..
  9. Per Dave B all of the New Incident Form requirements were moved to TEST.  Awaiting Hari and Mark Kovacs to finish up testing.  Chloe will work with Mark on UAT for this.

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 4 & 5 Work

 

 

 

 

X

 

8/23/2013 (R4); 8/23/2013 (R5)

1 - 1A

R-870

Integrate ServiceNow with Quickbase (R4)

 

 

 

 

X

 

8/23/2013

1 - 1B

R-860

SNMP Integration  (R4)

 

 

 

 

X

 

8/23/2013

1 - 1C

R-960

Add server form module and list (R4)

 

 

 

 

X

 

8/23/2013

1 - 1D

R-1002 - R-1006

Add additional server attributes, database form and view, update reports and filters (R4)

 

 

 

 

X

 

8/23/2013

2

R-X

START Replacement

 

 

 

 

X

 

9/27/2013

3

R- TBD

Change the Build/Test Approval in the current Change process (Lou to submit enhancement request for this)

 

8/5/2013

X

 

 

 

 

4

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

 

X

 

X

 

 

5

R-813

Allow clients to request assistance online via chat

 

5/31/2013

 

 

X

 

 

6

D-564

Incident Customer Satisfaction Survey tasks not being created when a respondent indicates on the survey they wish to be contacted for follow up

 

7/19/2013

 

 

X

 

 

7

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

 

8/9/2013

8

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

 

 

 

 

 

 

9

D-556

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

 

7/15/2013


 

X

 

 

10

R-731

Reporting:  Please grant access to the Metrics folks to view a few KB tables for reporting

 

 

 

 

X

 

8/9/2013

11

R-938

New Service Request:  Software Library Addition or Change

 

7/15/2013


 

X

 

 

12

R-901

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

X

 

 

 

 

 

 

13

R-767

Implement New Ticket Feature in the DEV or TEST instance

 

5/31/2013

X

 

 

 

 

14

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

 

 

 

 

 

 

15

R-X

Make changes to client facing new Incident form


7/22/2013

X

 

 

 

 

16

R-978

Problem Process redesign

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: 100% on START Replacement

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)
    1. This can't be done until the application inventory is integrated with ServiceNow.  RITM0053604 is in the INF SN App queue for this to be completed after the application inventory is integrated.
  2. Hari to make estimate on length of time it will take to do testing for the last few items left blank in the Level of Effort - TEST column on the spreadsheet.  Use "Level of Effort - TEST" column in HPQC. See Chloe with questions. (from 6/24)
  3. 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
  4. Tim to come up with a plan to retire the affected components that are in the CI field (from 7/29)
  5. Lou to submit enhancement request for the build/test approval change in the current change process
  6. DONE - Chloe to check with Adriene and find out exactly what resources we are asking for more resources
  7. DONE - Chloe to update HPQC and the Excel spreadsheet with toay's updates.
    1. https://yale.box.com/s/00ndty4qhdlwdpz15rvy