2016-07-14 Meeting notes

Report back from Open Repositories:

• Overview of Hydra technology, then breakout into project management and service management
• Service management discussion focused on assessment:
  • qualitative/quantitative methods
  • audiences - what are the differences?
  • definition of success
  • marketing/communication strategies
  • Numbers - what kind and where to get them

Planning for Hydra Connect sessions and workshop: see Google Doc: https://docs.google.com/document/d/1wkYBO6RE6mDtkqm9kcl0nVMk2sE6X5dVvmsKsIJeSB8/edit?usp=sharing

• yes - 2 hours.

• What is service management and why is there an SMIG?

• How can we best build up together the role of service managers within in the Hydra project and development community (to benefit everyone)?

  • There seem to be a number of questions about how we can make our 'voices heard' or improve our influence over roadmap/development, strategic directions for service management problems that need a development response.
    

• How can Hydra service managers develop a supportive community of practice?

  • I think Patricia articulated this really well - and others echo - we would probably be all relieved by some peer support as we carry out our work, so how can we build a community of practice for service management in the Hydra community that people can turn to/contribute to?

• What is service management and how do various team roles fit together from a service management perspective?

• how to work effectively as a stakeholder, and other roles, in the agile framework?
• How to bring developers more into the service management conversation?

we are proposing a SM workshop - what should we cover? Potential topics (again thanks to Leah):

• What is service management:
  • service management skills, roles, and responsibilities
  • service management teams and roles
  • RACI matrix

  • Maintenance and service delivery: operationalizing a service once the product is launched

  • Capacity planning
  • Workflow management
• Hydra Service Managers: role in Hydra Community
  • Service managers role in development roadmapping - priorities for feature development from a service manager's perspective
  • Working with both developers and stakeholders
  • Translating service problems to user stories, features, and functionality
• Hydra Service managers: developing a community of practice:

  • Developing the Hydra service management community of practice: working on toolkits, service management definition, engagement with agile development, the stakeholder and product manager roles, communication strategies, envisioning future service; managing service issues/tickets vs. development user stories

  • What are the ways we can work together and support one another as service managers?

• Marketing, communication, outreach, and advocacy:
  • internal communications regarding continuous development
  • awareness of release implications
  • service manager role as public face of service/product
• Assessment:
  • usage stats in context of development
  • where does user testing fit in service manager's role

Service Management workshop:

• Blurb: This workshop will provide an overview of service management best practices, with a focus on roles and responsibilities, communication strategies, and assessment. Participants will hear from service managers in the Hydra community, engage in discussion and hands-on activities, and come away with tips, tricks, and tools for service management planning and execution...

• Audience = managers, product owners (all levels)

• Topics (synopsis of content)/Presenters:

• Intro to Service Management

• Presentation: Kieran/Tony

• Activity: point out tools (like UC Santa Barbara)

• Roles and Responsibilities (talk about project manager vs. service manager vs. product owner, and other team roles? Moving from one role to another)

• Presentation: Sheila/Patricia

• Activity: RACI matrix and other tools

• Communication strategies

• Presentation: Amy Neeser? - someone from WUSTL

• Activity: Audiences worksheet - who are the audiences and what kinds of things do each need to know?and other tools

• Assessment

• Presentation: Ellen? - Kieran reach out

• Activity:Build on audiences worksheet, Numbers worksheet…? Other tools

• Proper title of workshop: Hands On Service Management

• Length of workshop: half day (3 hours)

• Limits or requirements: projector, tables for people to work at, paper+pen or laptops

Additional Notes:

Some repeat from last year would be good

Activity idea: list all of the potential audiences, what are their communication needs (communication), what would they say about the service (assessment)

Make sure to mention tools, maybe provide a list of tools for facilitating difference aspects of service management

Jon willing to be interviewed

Distribute survey at Hydra Connect