[40] in I/T Delivery
Friday meeting - transition to Service
daemon@ATHENA.MIT.EDU (Robert V. Ferrara)
Wed Apr 16 16:20:39 1997
Date: Wed, 16 Apr 1997 16:23:48 -0400
To: delivery@MIT.EDU
From: rferrara@MIT.EDU (Robert V. Ferrara)
Cc: LAMBERT@mitvma.mit.edu, bmurphy@MIT.EDU
People, I inadvertently omitted a MAJOR topic from Friday's Delivery TL
agenda. Dave Labert and Brian Murphy are coming to talk about transition
issues to the Service Process. Dave's e-mail below will frame the
discussion, for which we have allowed a half hour.
Thanks, Bob
-----------------------Dave's e-mail--------------------------
Hi Bob,
Thanks for the invitation to join the Delivery TLs on Friday. Brian
Murphy and I are looking forward to hearing the thoughts of the Delivery
TLs related to Service entry. I didn't see this topic on your agenda
list but will assume Brian & I should be there at 10am. Below is a
very broad list of questions - some questions are really internal
project structure related, some deal with internal Service issues, etc.
However, we feel the list of questions is one way to get people's
juices flowing and helps us better formulate this project. We would
appreciate it if you would forward this list ASAP to the attendees of
Friday's meeting.
Also, please note that we are in the very early stages of understanding
this project. Determining the project scope is a very big issue for
us right now. So, we're wide open for suggestions and input - all
comments & comers are welcome! Thanks in advance. See you Friday.
-Dave
Project management related questions
- Who are the customers & stakeholders of this project?
- What should be the scope of this effort?
- How should we structure this effort?
- What should be the measures of success for this project?
Historical information
- What have you learned and what issues arose from past Entries into
Service? What worked well and what didn't?
- What are the business principles for Service?
- Where are the Service Entry Points today?
- What Entry criteria/information is already documented?
- Who has been responsible for Entry issues/problems/requests?
- What role have SLAs played during past Entries?
What's the vision for the future Entry Process
- What's your vision for the "Service Entry Process"?
- What are your expectations for the Service Entry process?
- Where should the Service Entry Point(s) be in the future?
- Who should be responsible for Entry issues/problems/requests?
- What level of documented Service Entry criteria is appropriate?
- What role should SLAs play in Entry space?
- What role should "change management" philosophy play?
- What should be the role of the Service Coordinator position?
Cross-process interface issues
- Should the project consider post-Entry Service interface issues?
- When should Service Entry issues begin to be discussed?
- What level & type of involvement is necessary between Discovery
and Service?
- When should Service resource issues be discussed & resolved?
