Process owners meeting 042213
- Former user (Deleted)
Communications |
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Actions |
Who |
Notes |
The following fields are being removed from ServiceNow: - IT Business Service, IT Provider Service, IT Component categories (x3) and Affected component. Process owners need to communicate to their clients that the affected components is being replaced. |
Process Owners |
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All existing reports will change and users will need to be communicated to. Provide a list of clients who get reporting. |
CMDB team |
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The CMDB team to develop a communication for the process owners to use to communicate to their clients. |
CMDB team |
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Knowledgebase articles will have to be re-classified. (How many?) |
CMDB team |
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Requirements |
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Actions |
Who |
Notes |
How do we convert tickets that are already open when we convert the data? |
CMDB team |
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How do we change from Production to Non production environments? |
CMDB team |
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What are the current key reporting metrics – how do we measure that the process is more effective? What key reports are currently used for reporting statistics? |
CMDB team |
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Can the ‘other’ field be restricted? (TN comment - Not sure what this meant) |
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Requested that the client sees some meaningful field (suggested Business services) in read only format next to CI change. |
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Need to document the process flow of ticket status. Use case for status changes |
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Currently, when a ticket is ‘on hold’ an email gets sent to the client. It was agreed that if we change the CI then the client does not get notified. |
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Training |
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Actions |
Who |
Notes |
Educate users about what CI means and what they should be choosing. |
CMDB team |
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Affected component open tickets |
CMDB team |
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We should consider doing a pilot training for the process owners and their clients who will be impacted the most |
CMDB team |
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Open items |
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Actions |
Who |
Notes |
Add report users as an audience to the stake holder analysis. (TN comment - Not sure what this meant) |
CMDB team |
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Demonstrate the business service map in 2 to 3 weeks to process owners |
CMDB team |
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In the self-service module what will the customer see? Can this be a short description of the CI that is meaningful to the client (i.e. Business Service?) |
CMDB team |
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Have Service Owners been made aware of the impacts? |
CMDB team |
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Agenda Items for next meeting |
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Discuss the effects on assignment group – Does the assignment group change each time we have a CI? |
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