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  • Mark in attendance
  • use cases for ITSM demos: ITSM Tool Evaluation FY2013.docx
  • review milestones: ITSM Tool Evaluation
  • feedback on Remedy OnDemand and RemedyForce demos
  • final decision should be accompanied by resource plan:
    • ongoing maintenance and baseline support
    • training
    • development
  • need resource commitment before we move forward with any implementation

October 29, 2012 cancelled due to Hurricane Sandy

November 7, 2012

  • ITSM Tool Evaluation FY2013.docx
  • follow up with vendors by 11/15/12
    • still deliberating internally
    • initial licensing proposal would be helpful in terms of evaluation
      • licensing
      • professional services
      • additional tools
  • business case for tool acquisition by 12/15/12
    • include maintenance and support needs
    • limit scope to internal IS&T use only
    • emphasize improved customer experience
    • need for improved support analyst interface
  • Mark and Barbara will bring finalized business case to senior staff January 2013
  • once we have direction, internal communication to IS&T
  • need to think about disposition of Request Tracker for separate community communication

December 21, 2013

  • Mark and Barbara agree that we need to move forward with implementing more parts of our service management processes in Remedy OnDemand
  • they agree that:
    • it makes sense to expand on our change management implementation
    • that we move forward with service request and service portfolio
    • at the same time, there is work that can start within RT to streamline incident and problem management processes preparing for future Remedy implementation
  • The team should move forward and make the financial and time investments necessary, within reason, to:
    • expand our Remedy licensing/training
    •  develop a compelling Remedy ITSM prototype that illustrates the potential benefits of an ITSM rollout for the IS&T organization

January 31, 2013

 Status updates:

  • Budget request for FY2014 has been made
  • Remedy 8 Prototype
    • use cases completed 1/25: MIT Remedy OnDemand 8 Protoype Use Cases.docx
    • initial vendor proposal due 2/8
    • target of late April for production cutover from Remedy 7.6 to 8 (latest will be mid to late June)
    • once prototype is ready, need to engage with more of the organization (in particular SE, AS and ES)
  • Knowledge Management
    • demo of Remedy 8 Knowledge Base scheduled for 2/7 (Release Core and KM Core)
  • Change Management
    • initial planning meeting scheduled for 2/4 (service offerings and stakeholders)
    • roll out process planning meeting scheduled for 2/13
    • finalize roll out plan by 2/20
    • need to identify PM and BA resources for this effort
      • Pat will act as BA
      • PM will depend on the service offering, but possible Sophie where appropriate (Pat will reach out to Taeminn after initial planning meeting on 2/4)

ITSM group will act as steering committee for all project efforts (program management)

February 27, 2013

  • Budget update
    • request for FY14 implementation (350K)
    • 150K steady state was included in initial request
    • add to larger customer support vision/deferred maintenance request
  • Remedy 8 prototype update: 
    • pricing looks good - move forward with requisition as soon as SoW and Ts&Cs finalized
    • timeline pushed out to 3/25-6/7/13
    • benefits for future implementation will be outlines separately (mitigate risk of double paying for same work later)
  • Change Management update: 
    • roll out process finalized, ready to pilot
    • reviewed current Remedy configuration
      • needed changes:
      • outstanding issues:
    • Merchant Services (PCI): waiting on Tim for green light to schedule initial demo
    • RAFT: on Amon's radar but they need to get through the next sprint (target mid March)
    • Network Operations: full team demo March 7th
      • then we will narrow down what service offerings
      • Sophie will be PM resource for these roll outs (Pat meeting with her 2/27 to review where we are at and include her in NetOps demo)

March 27, 2013

  • Remedy 8 Prototype update
    • negotiations ongoing
    • start date moved out to 4/29
    • stakeholder commitments in process
      • Data Management: Sherene, Peggy and Rob Campanella confirmed
      • DITR: Sar, Rashard, Greg, Bill Furtado, Joe Pitha confirmed
      • HD: Jake, Bill, Jozsef, Cynthia, Lisa, Jennifer, Stuart and Fred status?
      • Website: Alison status?
      • NetOps: Chris, Rich and Deb status?
    • need Training resource as Kate is leaving MIT
  • ServiceNow prototype proposal
    • free of charge
    • Pat has con call with them 3/28
    • move forward
  • Change Management update
    • NetOps wants to move forward with Exchange
      • sketch out the environment and resources at next Steering Committee meeting 4/17
      • invite Rich Edelson to attend
    • PCI is moving into business analysis phase for April
    • RAFT still in a sprint but on target for demo in April
    • Revisit Altiris, Casper and Lite Touch this summer

April 29, 2013

Prototype update:

  • contract signed
  • status con call with BMC 5/2
  • review list of stakeholders/resources for prototype
  • blackout dates 6/3-6/8 for Commencement

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 5/13 to include:
    • Sophie
    • Rich
    • Barry
    • Joel
    • John
    • Chris M
    • Mark
    • Garry
  • possible CMDB build out if team deems it helpful?

May 29, 2013

Remedy Upgrade:

  • still working issues in dev
  • next checking scheduled 5/30
  • possible upgrade for 6/1 in prod

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 completed configurations for support group
    • still waiting for approval engine fix in 8.1 dev environment for testing
  • group documenting changes in June
  • check in scheduled for 6/3/13 (come up with testing plan)

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) have been mapped
    • folllow up meeting for support group structure, roles and permissions completed 5/28
    • Pat and Dave to configure support group and reports in June
    • still waiting for approval engine fix in 8.1 dev environment for testing
    • plan to move to production July

What services should move into change next?

  • Altiris - July
  • Casper - July
  • Drupal Cloud - July
  • DBA work (Pat and Garry to discuss with Mary in June)

Feedback on Remedy roll out thus far:

  • can we set default impact level by service?  by user? (preventing self selection by staff)
  • internal notifications to a support group that a team member has created a change?
  • external notifications to IS&T support groups that a change has been created against a certain service? 
  • external notifications to customers regarding changes (push as opposed to pull of information)

June 26, 2013

Remedy Upgrade:

  • dev and prod complete
    • still working out small bugs before refresh of QA and abandoning copy of old prod system

Prototype update:

  • ServiceNow prototype planning meeting 7/8
    • final review in August time frame for Steering Committee
    • record in some fashion for distribution
  • Remedy prototype in progress
    • business analysis concluded
    • feedback for vendor
    • regular status check in every Thursday through August 15th

Merchant Services CM update:

  • support group currently testing
  • round up meeting 7/9

RAFT update:

  • Amon and Sherene to reach out when ready

Exchange CM update:

    • business analysis complete
    • configuration complete
    • testing to start this week
    • follow up meeting scheduled 7/11
    • plan to move to production end July

What services should move into change next?

  • Altiris - confirmed for August start
  • Casper - confirmed for August start
  • Drupal Cloud - confirmed for September start
  • DBA work TBD