From: Tony tonylom3@gmail.com
Sent: Thursday, February 02, 2012 9:21 AM
To: Jim Haustein
Cc: Anthony J. Lombardo
Subject: 02/01/2012 Meet w/Dan Elswit and Jim
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These were some of my notes from our meeting w/Dan. |
02/01/2012 Meet w/Dan Elswit and Jim
Managed Desktop - I should review the latest information.
Meta-process review.
Review our Service Transition Visio diagram. Main difference is the initial CCAB request for the build planning. Allow for more of an audit of what was done.
What processes is Dan working on for managed desktop and where can we help? How do they fit in with ITIL lifecycles?
Dan asked "who are the service portfolio managers?" Jim thought it would eventually be the account managers.
I think we (Jim and I) need some staff process writers.
Dan asked about the Evaluation process, giving the customer what they asked for but not what they need. Felt the customer should be part of the Evaluation.
Evaluation
http://www.itsmsolutions.com/newsletters/DITYvol3iss29.htm
Evaluation, as you may recall, was one of the ‘black holes’ that ITIL v.2 Change Management somewhat vaguely addressed. It went something like this, “The CAB evaluates the impact of the Request for Change (RFC) and makes a recommendation of whether to act upon it.”
ITIL v.3 is much more specific. It discusses how to actually plan, guide and execute the evaluation process, including recognizing the factors an evaluation should consider – service provider capability, tolerance, organizational setting, resources, modeling & measurement, people, use, and purpose.
How does all this connect with what is happening with Bomgar right now? Dan has to get it out the door in 2 weeks!
The Service Transition will need some vetting and is not quite ready for prime time anyways.
Sassafras is the key server, Randi Rainbow has that.
Creating EGA for front line support, security review, setting up for failover, decide whether we need a new env for failover or can we use test.
Jump clients, accessing a machine without the user authorizing. Can be packaged with the desktop software and wouldn't know it was there, could access the machine without you knowing. Can work on the machine without the person having to be there. Steering committee is putting together some use cases.
Dan felt they need a procedure for communicating with the client throughout the procedure. Things that the end user can do, blanking their screen for example. Note: The jump client would circumvent that whole part of the process. Also, the jump client can be installed at anytime in case the user has to leave.
NOTE: There is an Agile practice where the backlog is prioritized. Something like that could work for identifying the most important scenarios to work on first.
Dan noted that ILR already has a tool that is similar to the jump client in place today.
Maybe some procedures for individual areas/colleges/units to allow for different cultures/needs.
Besides Dan who should be the other stakeholders? People who could describe the process for Bomgar. Dan thought it is mainly him, Jim will set something up so we can go over the use cases. Greenhopper? Essentially agile development for processes.