Incident Management – Status Report
For Period: |
11/5/07-11/9/07 |
Project Lead: |
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Project Sponsor: |
Moira Gerety |
Project Manager: |
Sandy Carter-Mayes |
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Project Description:
This project is to deliver better service by documenting and improving
our current Incident Management Process. |
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OVERALL PROJECT HEALTH |
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Status Item |
Current
Status |
Prior
Status |
Status Notes |
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Overall Project Status |
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The overall project status is slipping due to constrained
resources in Applications and the |
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Schedule Status |
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The schedule is slipping for Phase 2 due to constrained
resources. |
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Budget Status |
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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 |
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Major Visible milestone status (optional) |
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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. |
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Budget |
Request |
Expense |
Balance |
OO Opening
Budget – Discretionary Funds |
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$30,000 |
ITIL Overview and Foundation Training |
$25,000 |
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$3,000 |
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Crystal Report Consulting |
$2,000 |
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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 |
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Ø
Rework CNM’s Incident Process Map and incorporate
our needs |
David |
Ø
Produce gnat chart for Quick Wins and Projects |
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Ø
Put Phase 2 tasks into Microsoft Project |
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Ø
Incorporate Moira’s cost-study categories into
Production Services chart |
David |
Ø
Static Incident Reports: http://itsinternal.unm.edu/procedures/incident_management |
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Project Milestones |
Responsible
Party |
Current
Plan Dates |
Actual |
Phase 1: |
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|
|
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: |
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|
Ø
Develop design sources |
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08 Oct
2007 |
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Ø
Design new flow, vet with management, and staff |
|
30 Nov
2007 |
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Ø
Communicate, document, and develop training |
|
21 Nov
2007 |
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Ø
Closure and evaluate |
Sandra/David |
30 Nov
2007 |
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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 |
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Ø
Phase 2 - Quarterly review of Incident
Mgmt process |
David
McGuire |
11/30/07 |
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Ø
Phase 2 - Training developed and begun |
Sandy
Mayes |
11/30/07 |
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Ø
Phase 2 - KPIs developed and published |
Sandy
Mayes |
11/30/07 |
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Critical Issues |
Peregrine Input Process is difficult and may be an
obstacle to project acceptance. |