Meeting Date
August 20, 2013
Attendees
Adriene Radcliffe, Chair; Jeff Campbell, Jeff Capuano, Ricardo Chavira, Gary Kidney, Dawn Colonese, Rick Smith, Susan West
Agenda
Incident CSI
Scorecards on KPIs
- Jeff reported that his area's KPI scorecards have continued to rise. Last month the Oracle Upgrade and Java helped with the FPOC metric because we had workaround knowledge articles and templates.
- Jeff also discussed now the Point of Delivery (POD) surveys are going out, they are going to adjust the customer satisfaction weighting, which will change the overall chart
- Other processes will be following a similar model
Service Financial Modeling
- Dave Campbell gave a presentation on Service Financial Modeling how our recoveries work and the challenges of aligning the current model to a service oriented model
- Dave will start to draft a questionnaire or template we can use
Homework - Follow up item for Service Managers
- Service Managers to review their services
- Work with David Campbell to map out all the costs associated with their services and ensure its represented in ITFM
- Gary commented that the word Business (as in the use of our term business service) hurts the adoption/adherence to our processes in his area. we should all work towards calling them "services" leaving off the "business". Rick commented that Shauna's report is the QBR because it is the review of her business area (which includes IT)