Incident Management – Status Report

For Period:

12/3/07 – 12/14/07

Project Lead:

Sandy Carter-Mayes

Project Sponsor:

Moira Gerety and Paula Loendorf

Project Manager:

Sandy Carter-Mayes

Project Description: Deliver better service by documenting and improving our current Incident Management Process

OVERALL PROJECT HEALTH

Status Item

Current Status

Prior Status

Change Order #1 submitted to extend the end date until 2-22-08. New resources have been identified and assigned to the Design Team.

New resources identified and assigned to Design phase

Within Budget

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.

Starting Project Budget: $ 30,000
Expense Description	In orig. budget?	Index code	Amount Spent	Project Balance
ITIL Overview and foundation Training	$25,000	166020
ITIL Implementation Road Map Training	$3,000	166020
Crystal Report Consulting	$2,000	166020

Tasks and Activities for Status Period	Finish Date
Ø Attend Incident Management Design work-session, and work on flow map	On-going
Ø Prepare for ITSM Steering Committee Meeting	12-6-07
Ø Distribute Minutes for ITSM Steering Committee Meeting	12-10-07
Ø Publish Availability Schedule on the Web	11/29/07
Ø IT Cabinet Presentation – Project overview	12/4/07
Ø Prototype quick capture screen	12/12/07
Ø Prototype service request screen	12/14/07
Ø Meet with Customer Support and Communications for on-call rotation process	12/6/07
Ø Attend advertising campaign meeting for SLM and ITIL	On-going
Ø Document Peregrine search process	12-4-07
Ø Develop VIP list and maintenance
Ø Preview Incident handling by priority with ITSM Steering Committee	12/7/07
Ø Develop standard OLA template and populate with one existing service
Ø Update incident project plan and tasks	On-going
Ø Notify all managers and supervisors of ITIL training dates	12-4-07
Ø Attend Essentials of Team Effectiveness Training	12-12-07
Ø Schedule additional Incident Management Design work-sessions through February	12-13-07
Ø Static Incident Reports: http://itsinternal.unm.edu/procedures/incident_management	On-going

Tasks and Activities for Next Period	Assignee
Ø Incident Management Design work-session, continue work on flow map	Design Team
Ø Meet for advertising campaign for SLM and ITIL	David/Sandy
Ø Review prototype screens for Quick Capture	Steve Spence
Ø Review Prototype Screens for Incident and Service Requests	Steve Spence
Ø Finalize formal on-call rotation	David
Ø Develop a proposal for Knowledge Engineers for ITS	David/Sandy
Ø Draft feedback loop between SC and Level 2/3 support	Andrea Rodgers
Ø Pilot OLA between SC and Level 2/3 support	Andrea Rodgers
Ø Set standards for Peregrine data entry	Steve/Andrea/Yvette
Ø Update Incident Project Plan and tasks	David/Sandy
Ø Prepare for next ITSM Steering Committee Mtg.	David/Sandy/Louella

Project Deliverables	Milestone? y/n	Responsible Party	Original Plan Date	Actual/Plan date
Ø Phase 2 – Improved Incident Mgmt. Process map for ITS	Y	Sandy Mayes	11-30-07 Revised to 2-22-08
Ø Phase 2 – Quarterly review of Incident Mgmt. process	N	David McGuire	11-30-07 Revised to 2-22-08
Ø Phase 2 – Training developed and begun	Y	Sandy Mayes	11-30-07 Revised to 2-22-08
Ø Phase 2 – KPIs developed and published	N	Sandy Mayes	11-30-07 Revised to 2-22-08

Critical Issues	Request Management Assistance? y/n