March 6, 2013
Basic demo/introduction:
I. General overview of change management
- what is it and why do it?
- the aim is to minimize the number and impact of any related incidents upon service (minimize risk)
- to have the ability to trace incidents and problems back to a particular change (triage and root cause analysis)
II. Remedy overview
- we have licensed the tool
- it is currently used by DITR and Server & System Administration
- demonstrate how to enter a change
- demonstrate approvals and when they are triggered
- show case reports and what information is available
III. Discussion and designation of the "service advocate"
- this is the person on the team who will take the lead on making sure the changes have the right amount of info and that changes are actually being documented (maintenance mode)
- Tim will draft a checklist "wallet card" of expectations/responsibilities for group review by 3/15
Merchant Services update:
- Tim still socializing with the group
- demo not yet to be scheduled end March
RAFT update:
- RAFT team in the middle of a sprint
- demo postponed until April
- Sherene will be joining group
Network Operations update:
- demo for whole team 3/7
- select service offerrings from there
- Sophie will be joining group
Project management update:
- Sophie will manage Network roll outs
Prototype update:
- still in negotiations
- performance issues in dev still a concern
- should we treat prototype as a second production environment?
- next revision due 3/15
Remedy upgrade:
- need to finish updates to CMDB (Pat and Dave)
- need to grant base permissions (View all) to IS&T staff
- upgrade can happen in April
- remedy-users@mit.edu for communication
Meeting schedule:
- go to once a month during roll outs
- regular updates on prototype and demos
March 20, 2013
Prototype update:
- need stronger CV language
- add incident management and weekly check ins
- propose customized approach language
- we will discuss resources needed at 3/27 sponsor meeting
Product Advocate Wallet Card: DRAFT Service Advocate Wallet Card.docx
- Tim will makes tweaks based on feedback
April 17, 2013
Prototype update:
- contract signed
- status con call with BMC 4/17
- review list of stakeholders/resources for prototype
Merchant Services update:
- intro and first business analysis meeting completed
- second business analysis meeting scheduled for 4/29
- need service advocate from Siobhan team?
- start documenting changes in May
RAFT update:
- still on hold due to current sprint - Amon and Sherene to reach out when ready
Network Operations update:
- Exchange to move forward
- set up BA meeting week of 5/6 to include:
- Sophie
- Rich
- Barry
- Joel
- John
- Chris M
- Mark
- Garry
- possible CMDB build out if team deems it helpful?
May 15, 2013
Prototype update:
- ServiceNow prototype almost complete
- final review 6/7/13
- record in some fashion for distribution
- currently interviewing BMC consultants
- draft BMC schedule sent to manger resources
- managers need to work with their teams to free up resources
- Alison on vacation but maybe Kris or have her team review deliverables?
- blackout dates 6/3-6/8 for Commencement
Merchant Services update:
- service advocate from Siobhan team
- David needs to complete configurations for support group
- group documenting changes in May
- check in scheduled for 6/3/13
RAFT update:
- still on hold due to current sprint - Amon and Sherene to reach out when ready
Network Operations update:
- Exchange business analysis has started
- people and components (hardware/software) has ben mapped
- folllow up meeting for support group structure, roles and permissions scheduled 5/2
What services should move into change next?
Pipeline
- define impacted customers/constituencies?
- shorted list of upcoming changes to those with month/date
- keep TBDs in separate article