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 |
|
None |
Ortale, Dorothy |
Knowledge Process |
|
None |
Kovacs, Mark |
Incident Process |
|
|
Smith, Rick |
Metrics/CSI Process |
|
|
Tiseo, Lou |
Change Process |
|
|
Turnbull, Chloe |
ServiceNow BA |
|
|
Valdes, Julio |
Configuration Management Process |
|
Tim Nichols |
West, William |
ServiceNow DEV |
|
|
Costantino, Christine |
START Replacement Project Manager |
|
N/A |
Nichols, Tim |
CMDB Project Manager |
|
|
MEETING NOTES
DISCUSSION
- Released a few items for START over the weekend. The changes are not noticeable to current production users.
- D-564 (Incident Survey not creating tasks) Bill has ticket in with ServiceNow regarding a fix for this
- R-943 on hold until next week when Dorothy is back
- Chat - Mark asked for Chat to be moved up the list.
- 902 - Cheryl OK with removing this from the list and adding to the problem process rework. Bill will take care of these on a single case by case basis.
- New Incident Form - check and see if all the requirements are moved to TEST
- Bill on vacation August 12 - 16th
PRIORITIZED ITEMS AFTER MEETING
Priority |
Item # |
Description |
Process Owner |
Process Owner |
Dev Team |
Final Approval |
In Development |
In Test |
Scheduled Release |
|---|---|---|---|---|---|---|---|---|---|
1 |
R-X |
CMDB Release 4 & 5 Work |
|
|
|
|
X |
|
8/9/2013 (R4); 8/23/2013 (R5) |
1 - 1A |
R-870 |
Integrate ServiceNow with Quickbase |
|
|
|
|
X |
|
|
1 - 1B |
R-860 |
SNMP Integration |
|
|
|
|
X |
|
|
2 |
R-X |
START Replacement |
|
|
|
|
X |
|
9/27/2013 |
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. |
X |
|
|
|
|
|
|
|
|
Put CHAT stuff here. Move up the list. |
|
|
|
|
|
|
|
4 |
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 |
|
|
5 |
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 |
|
|
6 |
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 |
|
|
|
|
|
|
7 |
R-897 |
New Service Request: ServiceNow Enhancement Proposal. Requested by the ITSM team. |
|
5/6/2013 |
|
5/6/2013 |
X |
|
8/2/2013 |
8 |
D-556 |
Users can save/resolve/close tickets without filling out all of the required fields |
|
7/15/2013 |
|
|
X |
|
|
|
R-731 |
Rick Smith's KB table requirement |
|
|
|
|
|
|
|
9 |
R-926 |
New Service Request: IAM - Attribute Release Form |
|
7/15/2013 |
|
|
X |
|
|
10 |
R-938 |
New Service Request: Software Library Addition or Change |
|
7/15/2013 |
|
|
X |
|
|
11 |
R-901 |
Allow Request forms to be visible and fill-able by persons outside Yale |
X |
|
|
|
|
|
|
12 |
R-813 |
Allow clients to request assistance online via chat |
|
5/31/2013 |
|
|
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-902 |
Cheryl Boeher needs ability to edit Problems after they are closed |
X |
|
|
|
|
|
|
16 |
R-X |
Make changes to client facing new Incident form |
|
7/22/2013 |
X |
|
|
|
|
|
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
- Bill to add the following modules to the ServiceNow application in the CMDB: Incident, Problem, Change, Request, Knowledge, Configuration (from 5/29)
- This can't be done until the application inventory is integrated with ServiceNow
- 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)
- All Process Owners review their items on the defect/enhancement list for items that can be removed (from 7/1)
- Chloe to set up a meeting with Bill, Lou and Ricardo to discuss ServiceNow Release process and how it interacts with Change Management
- 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
- DONE - Chloe to update HPQC and the Excel spreadsheet with today's updates.
Chloe to work with Bill to document org data defect.
Chloe to check with Adriene as to where we are with the resource issue.
Tim to come up with a plan to retire affected components that are in the CI field
Process Owners please remember to send a delegate in your place if you're unable to attend the meeting.
.