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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:

Merchant Services update:

RAFT update:

Network Operations update:

May 29, 2013

Remedy Upgrade:

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:

Network Operations update:

What services should move into change next?

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:

RAFT update:

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?

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