Number Product Project

STRY0000001 [ ITSM ] IT Service Management ServiceNow Implementation

STRY0000007 [ ITSM ] IT Service Management ServiceNow Implementation

STRY0000016 [ ITSM ] IT Service Management ServiceNow Implementation

STRY0000017 [ ITSM ] IT Service Management ServiceNow Implementation

STRY0000018 [ ITSM ] IT Service Management ServiceNow Implementation

STRY0000019 [ ITSM ] IT Service Management ServiceNow Implementation

STRY0000020 [ ITSM ] IT Service Management ServiceNow Implementation

STRY0000024 [ ITSM ] IT Service Management ServiceNow Implementation

STRY0000025 [ ITSM ] IT Service Management ServiceNow Implementation

STRY0000026 [ ITSM ] IT Service Management ServiceNow Implementation

STRY0000027 [ ITSM ] IT Service Management ServiceNow Implementation

Configuration Item Product Owner Theme/Name/Short Description
ServiceNow Blessing Discovery - Phase 1

ServiceNow Blessing Problem Management

ServiceNow Blessing Problem Management

ServiceNow Blessing Problem Management

ServiceNow Blessing Change Management

ServiceNow Blessing Change Management

ServiceNow Blessing Change Management

ServiceNow Blessing SLA/Notifications setup

ServiceNow Blessing SLA/Notifications setup

ServiceNow Blessing SLA/Notifications setup

ServiceNow Blessing SLA/Notifications setup

Description
Setup of MID Server - I for Dev

I as an Agent, should be able to create problem ticket from Incident

Problem Management setup

Automate problem ticket creation from incident.

Problem should be created against reoccurrence of Incidents against a
particular CI – in Last 10 days; Incident is open 3 times

I as an user, should be able to create Normal Change alog with mandatory

fields Business service and Assignment group.
If the normal change saved as "Unsuccessful" closer code then a RCA task
should be opend
Assignment group & business service to be auto-filled for all standard change
Templates
As a Boost resolver group I should receive email notification on SLA elapsed
percentage (0%;25%;50%;75%;100%)
As member of a group which I should receive notification if any incident
ticket is assined to my group

As member of Service Management.MTN Group Boost group I should receive

notification if any incident ticket
As member of Service Management.MTN Group Boost group I should receive
notification if any incident ticket not been resolved
Acceptance criteria Release Epic
MID Server is connected with MTN Dev ServiceNow TBC
1
Problem ticket is successfully created, relationship between is INC and PROB is
established, attributes in PROB are correctly reflecting
1
Enable OOB Problem management module.
Upload foundation data load
1
Problem ticket is successfully created, relationship between is INC and PROB is
established, attributes in PROB are correctly reflecting
1
Assignment group and Business service field to be made mandatory.
1
Normal change – if change is failed, RCA task to be created.
1
For all the standered change tempate all
1
Notification thresholds for all MTN BOOST resolver groups -
0%;25%;50%;75%;100%
1
When the incident ticket is assigned to a group. All members should be notified
and if it has still not been assigned to any individual it should continue notifying
all members.
1
At 100% it should notify all members of the group, including Service
Management.MTN Group Boost.
1
Also all tickets should notify Service Management.MTN Group Boost when they
reach 75% / 100% of SLA and have still not been resolved
1
Sprint Priority Type Points Assigned To Testing
1-High Admin TBC Saurabh/Avishek Avishek
1

1 Imran Pagadala, R.

1 Imran Pagadala, R.

1 Imran Pagadala, R.

1 A. Gajja Sanjay Beedkar, S.

1 A. Gajja Sanjay Beedkar, S.

1 A. Gajja Sanjay Beedkar, S.

1
Estimate Start date End date Status
11/12/2019 18/12/2019

11/12/2019 12/12/2019

11/12/2019 12/12/2019

13/12/2019 16/12/2019

11/12/2019 13/12/2019

12/12/2019 16/12/2019

16/12/2019 18/12/2019

23/12/2019 25/12/2019

26/12/2019 30/12/2019

30/12/2019 1/1/2020

30/12/2019 1/1/2020