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 socializing with the group
- demo 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