ITSM Open Forum Minutes
11:00 AM, July 02, 2013 | Location: Butrovich 204
ITSM Team: Jim Durkee, Kenny Coon, Kevin Jacobson, Cara Brunk and Toni Abbey
- Questions from the Last ITSM Open Forum- (Team)
- 1 – It defines all of our services and lays a foundation for the other processes. The integration of other process will be easier. Everything from the service catalog will be a one point of contact.
- The focus of the project is on the process itself. Establishing the roles of the processes.
- 2 – Google group was created so that questions can be easily answered. You can find the project deliverables of the Charter on the project website ( ITSM Program website - Service Catalog page).
- 2A The goal of the project is the processes and how we are going to create a new service.
- Aim for the service catalog being a starting point.
- To revise each service catalog index and how the work supports the daily functions.
- 3 – No changes have been made yet, but some suggestions were provided:
- Revise attributes.
- Aim to create a new standard naming convention.
- Similar functions merged.
- Service catalog names changed (have to link HPSM and make it more understandable to non users).
- Public view, supporting services view, technical view (authentication will be required).
- 3C better service to customer and users by improving the process.
- 4 A - need to sync service categories. It is essential to match them for the process to work.
- 4 B – Roxen will be used as database.
- 4 C – The Support Center and Core Aps will be doing a lot of the updating.
- 5 – Some of the team is outside of OIT
- Each team will vary. Can use Google group to be a part of a team if interested.
- More than a few people working together requires more work and creates a lot of input from different perspectives.
- “Deep Dive” into the SCPIP Process: Role of a service owner, user vs. customer, why we are changing the process- (KennyCoon)
- Refer to information packet passed out at the meeting.
- 6 processes chosen that are most applicable to OIT
- Page 3 and 4 is a list of the services and service owners (changes have been made).
- Some service owners are not OIT employees.
- User vs. customer (review information packet for clearer description of the differences).
- 2010 we developed this process and now are making a transition. Customers care more about the service provided. Changed from department based to service based.
- It is a working process with service owners.
- Is it important that there be a name attached rather than a position?
- Name, because it determines who is overall responsible for the service provided.
- Service owners will be listed and will be an internal portion of the catalog. We don’t necessarily want a customer calling the service owner. This catalog will not be available to everyone. It is still to be determined who will have access.
- Update on SCPIP- (Kevin Jacobson)
- Recently finished reviewing 70+ services and divided them all up. Each service was discussed (why is it important, how does the service impact other services, etc.)
- NOTE: there are no big changes (content and design changes mostly)
- Have looked at categories and how they are organized. Received some recommendations.
- Will meet with service owners and go over what has been decided on so far (either in small groups or larger groups).
- This week – looking at success factors, work flows and accuracy.
- ITSM Tool Competitors (Alternatives)
- 5 different tools and different angles were reviewed.
- Incident Management- (Kenny Coon)
- Kick off July 25th..
- Approved an incident process recently and will be shared (it is not set in stone, just a baseline).
- Point of this team is to have one process versus many processes.
- This is mainly an internal focused effort.
- We currently have an HP self-service interface that works, but for customers it is not the most appealing place to go.
- We might not be using the right tool to get us where we need to go.
- Outside observations? Will those opinions be available?
- Recommendations – Users and customers see things in a very different light then those inside OIT, for instance they may not care whether a server is Unix or Windows or the details of data storage, we need to look at how we can combine things, ambiguous names, etc. Using feedback from individuals outside OIT on the the website and its process will make the service catalog that much better afterwards.
- Surveys have been created to collect data and to establish a baseline.
Next Meeting: 11:00 AM, August 6, 2013; Butrovich 204 OIT...We’re in IT for You!