2013-08-19 - Process Owners Operational

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 open Action Items

ROLL CALL

Name	Representing	Alternate Attendee
Adusumilli, Hari	ServiceNow QA
Boeher, Cheryl	Problem Process	Marty Wallace
Chavira, Ricardo	Service Catalog/Request Process
Ortale, Dorothy	Knowledge Process	None
Kovacs, Mark	Incident Process
Smith, Rick	Metrics/CSI Process
Tiseo, Lou	Change Process	Marty Wallace
Turnbull, Chloe	ServiceNow Team Lead
Valdes, Julio	Configuration Management Process	Tim Nichols
West, William	ServiceNow DEV
Costantino, Christine	START Replacement Project Manager	N/A
Nichols, Tim	CMDB Project Manager
Radcliffe, Adriene	ITSM Director

MEETING NOTES

DISCUSSION

Adriene gave an update on Service Management resources
1. Adriene is working on getting more resources. However even if we get more resources we will still be unable to meet the current demand. We need to add more resources but also reduce the current demand.
2. Adriene is asking Process Owners to review their list of enhancements in their area and see what they can remove so that we can reduce the amount of work in the bucket (aka the demand).
  1. When reviewing the list Process Owners should ask themselves if this enhancement would add value to more than just one unit. Will this help to improve the process? Will the enhancement move ITSM forward?
  2. Items that are low priority on the list (except for the service requests) are assumed to be 'parking lot' items and will most likely not be done.
Chloe reviewed the enhancement proposal form and the process it follows. An article will be in the Monday Morning News talking about the enhancement proposal process.
Lou Tiseo would like to add an item to the priority list to support the link between change and release. He would like to unlock the related records fields so that they may be updated in all phases of an open Change by any ServiceNow user. Chloe is still awaiting the formal request from Lou and Soren with use cases for this.
1. This was discussed and Adriene feels that this should roll up into the new Change process.

PRIORITIZED ITEMS AFTER MEETING

Priority	Item #	Description	Process Owner Review Complete Target	Process Owner Approved (Date)	Dev Team Review Complete Target	Final Approval (Date)	Development Complete Target	Test Complete Target	Scheduled Release Date
1 - 1A	R-870	Integrate ServiceNow with Quickbase ( CMDB R4)					TBD		8/23/2013
1 - 1B	R-860	SNMP Integration (CMDB R4)					TBD		8/23/2013
1 - 1C	R-960	Add server form module and list (CMDB R4)					TBD		8/23/2013
1 - 1D	R-1002 - R-1006	Add additional server attributes, database form and view, update reports and filters (CMDB R4)					TBD		8/23/2013
1 - 1E	R-1013 - R1016	CMDB Release 5 Work					TBD		TBD
2	R-X	START Replacement					TBD		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.	TBD				TBD
4	R-813	Allow clients to request assistance online via chat		5/31/2013			TBD
5	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			TBD
6	R-1017	Update "Status" Categories		8/14/2013			TBD
7	R-630	Knowledge - Define a process for letting support teams know when there is new KB article that may be of interest to them.	TBD
8	D-556	Users can save/resolve/close tickets without filling out all of the required fields		7/15/2013			TBD
9	R-938	New Service Request: Software Library Addition or Change		7/15/2013			TBD
10	R-901	Allow Request forms to be visible and fill-able by persons outside Yale	Completed (?)
11	R-767	Implement New Ticket Feature in the DEV or TEST instance		5/31/2013	TBD
12	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)	Completed	8/14/2013	TBD
13	R-X (Multiple)	Make changes to client facing new Incident form	Completed	7/22/2013	Completed	8/20/2013	Completed	Completed	8/23/2013
14	R-978	Problem Process redesign	Not Started
15	R-756	For continual service improvement metrics CSI needs to be able to track the first assignment unit to which an Incident was assigned.	Completed	8/20/2013	TBD

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

Process Owners to review their list of enhancements in their area and see what they can remove so that we can reduce the amount of work in the bucket (aka the demand) (from 8/19)
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.
Bill to provide an estimate of development time on R-756. If the level of effort is low it may move higher up the list (from 8/19)
Bill to provide an estimate of dates DEV work can be completed on each item on the list that is currently in the DEV pipeline. He will not need to provide info on items still in the requirements gathering phase. (from 8/19)
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