HTML Preview Weekly It Report page number 1.
IT/Operations Weekly Project Status Report
5/31/13
Melissa O'Connor
NOC Build Out & Process development
Project Lead: Derek Moore
Assumptions:
1) NOC will be live by June 7, 2013
2) Processes will involve IT Operations, Release and
Service Operations as well as customer support
(SUMO) organizations
3) 3 Services will be supported at the end of Phase 1;
Marketplace, Persona, Product Delivery
Tasks % Complete Status Risks
Phase 1
Hire NOC Manager 75% Interviews being done
Documentation working sessions 100%
Alerts from services sent to Taos - NOC 90%
Missing some catchpoint alerts and documentation
that the Mozilla team is working on.
Conduct x-functional process workshops with
representatives from each team by May 10th
100%
3 x-functional sessions held as of May 10th as
planned.
Publish initial process documentation for syndication
and alignment by May 17th
100%
Develop KPI and Process Metrics by May 24th 80% Recommended KPI metrics submitted for review
Develop Business Requirements for Case
Management System by May 17th
80%
Requirements document initiated in concert with SF
Demo held May 15th
Delay in Demo session will delay delivery of
requirements based on 'gaps'.
Develop Training Material for process by May 21st 100%
Core team reviews of process documentation held
May 21-23 in feedback sessions. Revisions being
incorporated. Training outline provided for review.
SalesForce Development to handle alerts 100% Week of May 27 Requirements not delivered to Taos by 17-May
Taos Agent Tranining on alert handling 100% Week of May 27
Mozilla IT Training on SalesForce 100% Week of May 27
Complete Training sessions for staff May 31 100% Week of May 27 - On Target for 1st Training Session
NOC Pilot 0% On target for June 3-6
Go-Live 0% June 7
Project Summary:
IT/Operations will be building a NOC to support critical services
24x7x365. The project will take a phased approach utilizing outsourcing
as necessary. In concert with NOC implementation, Mozilla will
implement common core processes for x-functional teams addressing
incident, change and problem management.
Overall'Project'Status'