Incident Management – Status Report

 

For Period:

11/5/07-11/9/07

Project Lead:

 

Project Sponsor:

Moira Gerety

Project Manager:

 Sandy Carter-Mayes

Project Description:  This project is to deliver better service by documenting and improving our current Incident Management Process.

OVERALL PROJECT HEALTH

Status Item

Current Status

Prior Status

Status Notes

Overall Project Status

YELLOW

YELLOW

The overall project status is slipping due to constrained resources in Applications and the Support Center.  We lost one person from Applications and no other resources are available until after November 30.  The Support Center is reducing their available time as they transition Operations. The impact is in the design area, and quick wins/projects delivered.   Incident Management documents are available on the Web at: http://itsinternal.unm.edu/procedures/incident_management

 

Schedule Status

YELLOW

YELLOW

The schedule is slipping for Phase 2 due to constrained resources.

Budget Status

GREEN

RED

We requested a change in the budget to include a mixture of ITIL overview and foundation training for Ads, managers and supervisors.  We also requested ITIL implementation training and Crystal report consulting.  This was approved for $30,000

Major Visible milestone status (optional)

 

 

 

 

90%+ probability task will meet dates and acceptable quality.

75%+ probability task will meet dates and acceptable quality.  Schedule, resource or scope changes may be required.

<75% probability task will meet dates and acceptable quality.  Schedule, resource or scope changes will be required.

 

Budget

Request

Expense

Balance

OO Opening Budget – Discretionary Funds

 

 

$30,000

ITIL Overview and Foundation Training

$25,000

 

 

ITIL Implementation Road Map Training

$3,000

 

 

Crystal Report Consulting

$2,000

 

 

   

   

 

 

Tasks and Activities for Previous Period

Finish Date

Ø   Incident Mgmt. Design work-session

11-30-07 +

Ø   Incorporate Moira’s cost-study categories into Production Services chart

 

Ø   Produce Static Incident Reports - Monthly

On-going

 

Tasks and Activities for Next Period

Assignee

Ø   Incident Mgmt. Design work-session

David

Ø   Identify which Manager’s will attend ITIL Training

Sandy

Ø   Rework CNM’s Incident Process Map and incorporate our needs

David

Ø   Produce gnat chart for Quick Wins and Projects

Sandy

Ø   Put Phase 2 tasks into Microsoft Project

Sandy

Ø   Incorporate Moira’s cost-study categories into Production Services chart

David

Ø   Static Incident Reports:  http://itsinternal.unm.edu/procedures/incident_management

Sandy

 

Project Milestones

Responsible Party

Current Plan Dates

Actual

Phase 1:

 

 

 

Ø   Plan and organize for Incident Management process

Sandra Mayes

10 Aug 2007

8-10-07

Ø   Gather data from facilitated work sessions

Sandra Mayes

24 Aug 2007

8-29-07

Ø   Collate and document results

Sandra Mayes

31 Aug 2007

8-31-07

Ø   Analyze/synthesize/document and roll up to organizational view

 

Sandra/David

             21 Sept 2007

 

9-21-07

Ø   Closure and evaluate

Sandra/David

28 Sept 2007

 9-28-07

Phase 2:

 

 

 

Ø   Develop design sources

 

08 Oct 2007

 

Ø   Design new flow, vet with management, and staff

 

30 Nov 2007

 

Ø   Communicate, document, and develop training

 

21 Nov 2007

 

Ø   Closure and evaluate

Sandra/David

30 Nov 2007

 

 

 

Project Deliverables

Responsible Party

Current Plan Dates

Actual

Ø   Incident Management process map

Sandy Mayes

7/24/07 – 8/31/07

8-31-07

Ø   Map of work relationships between ITS groups

Sandy Mayes

7/24/07 – 8/31/07

9-27-07

Ø   Quick-win improvements made and documented

Sandy Mayes

7/9/07 – 9/28/07

continuous

Ø   List of projects and tasks for further improvements

Sandy Mayes

7/9/07 – 9/28/07

9-13-07

Ø   Incident Reports produced monthly

Sandy Mayes

7/19/07

continuous

Ø   Outage Report produced weekly

Sandy Mayes

7/19/07

continuous

Ø   Service Catalog aligned with Peregrine CSSPs, vetted by ITS staff

David McGuire

7/9/07 – 8/30/07

9-28-07

Ø   Phase 2 – Improved Incident Mgmt. Process map available to ITS

Sandy Mayes

11/30/07

 

Ø   Phase 2 - Quarterly review of Incident Mgmt process

David McGuire

11/30/07

 

Ø   Phase 2 - Training developed and begun

Sandy Mayes

11/30/07

 

Ø   Phase 2 -  KPIs developed and published  

Sandy Mayes

11/30/07

 

 

 

Critical Issues

Peregrine Input Process is difficult and may be an obstacle to project acceptance.