Remedy

Working Group

Introduction

The goal of the Remedy Working Group team is to act as a crossfunctional advisory group for business decisions (enhancement requests, client requests, report requests) of the Remedy application.

Objectives

Represent the interest of ITSS first, their own organization second
Receive, collect, and review enhancement and report requests
Complete/maintain cross-functional and cross-organizational processes
Establish and work within the release request process
Identify and analyze business and system impacts
Identify and review alternatives
Determine priority and provide input to release schedule
Actively participate in the release lifecycle, including documentation, testing, and issue resolution
Prepare any recommendations for approval by ITSS Systems Management Group - send members to Mgmt Group to present conclusions as necessary
Communicate approved release and schedule to your respective areas

Deliverables

Prioritized Remedy enhancement list for Phase I Remedy Project and Phase II remedy Project.
Timelines for major milestones of Remedy project.
Updates on progress for meeting milestones.
Recommendations to the SMG (Systems Management Group) on any business decisions that arise, during the Remedy project.

Scope

Within the scope of the group are the following tasks:

Assessments & recommendations on where we are to change the business direction of Remedy.
User acceptance testing.
Support any decisions made to enable project to move forward.

Outside the scope of the group are the following tasks:

Final decision making for business direction of Remedy will be from the SMG (Systems Management Group), based on this teams recommendations & analysis.
Architectural decisions that need to be made will be presented to IPO for guidance.
Rollout & support decisions that need to be made will be presented to SSP for guidance.

Assumptions

The business decision to move to out of the box Remedy Help Desk has been made.

Schedule and Duration

The team will meet weekly from December 2003 to May 2004. At that time Phase I of the project will be completed, and we will need to assess membership & scope of this team for Phase II of the project.

Meets Mondays from 10 - 11:30 weekly

Team Resources

Chair/Team Leader
Melissa Janetos
Team Members/Representatives (5-10% FTE for each member)
Bill Bauriedel
Carol Oliver
Chris Lundin
Teresa Janeway
Gayle Delia
Larry Dillard
Catherine Knipe
Jennifer Wherry
Susan Feng

Additional Resources

[List any additional resources that are required and/or available to the team, such as facilitation, sites/team rooms, etc. Note what resources are required and/or available if a team member needs backfilling. ]

Costs
[List other costs, if any.]

Communication

Weekly meeting notes will be emailed to the smg@lists.stanford.edu group

Team email:
itss-remedy@lists.stanford.edu

Oversight and Commitment Path

SMG group

Sponsor

Bill Clebsch

Groundrules

Communication

Have Open/Honest communication
"talk a little, listen a lot"
Stay focused; avoid tangents; stay on topic
Allow others to communicate ideas; no interrupting
Participate by sharing your own opinions and experiences; everyone should participate, but no one should dominate
Avoid "sidebar" conversations
Have constructive disagreements
It's ok to disagree but not to an excess

Respect

Be open to new ideas; keep an open mind
Keep your commitments
Listen to and respect ideas of others
No 'hidden' agendas
Ask for help if needed!

Meeting Etiquette

Start and end on time
Come Prepared
Keep memory of previous decisions
Listen to and respect ideas of others
Document and share decisions, action items
Stay on topic and speak up if you see we are off track
Keep meetings focused and effective
Give clear action items after each meeting

Goals

Set clear priorities & goals
Sense of urgency defined (now vs. can wait)
Share the workload
Clear understanding of external impacts, requirements, deadlines or priorities that affect or are affected by our work

Decision Making

Make decisions quickly
Management support of team's decisions
Know what is realistically possible
Make decisions that stick
Know who can/will make decision when needed
Reach consensus whenever possible

Team

Have fun, enjoy the work
Actively participate
Enthusiastic Team Players
Know when the team has served it's purpose & disband

Team Practices

Meet weekly on Mondays at 10 am in Acacia
Establish agendas in advance of meeting
Set time frames for agenda items (be realistic!)
Adhere to time groundrules
Arrive on time, finish on time
Track what is being said, as well as agreements
Use process checks and "parking lots" to keep people on topic
Capture action items and decisions and share via email
Share meeting minutes with SMG group via email