Service Transition
With a basic understanding of change management, you will now turn your attention to the service transition process as a whole. Service transition involves a large number of individuals in the IT department, as well as the end-users themselves. In this application, you will be developing a plan to make changes to the call center.
Your company is making a change to the call center system used by customer service representatives. The manager of the call center wishes to connect the phone system with the call center software so that when a call is answered, the caller ID-supplied phone number is entered automatically on the ticket, and the caller's name, department, and time of call are added as well. (Before this update, there was no integration between the systems.) Development and test environments, each identical in configuration to production, are available. The time allotted for this change is three months. The groups that are participating in this project are:
- Application Design Group
- Call Center Manager
- Change Management Group
- Customer Testing Group
- Development Group
- Deployment Group
- End Users
- Training Group
Develop a 4-5 page comprehensive plan for the design, development, testing, deployment, training, and communication of this change to the production environment. Your plan should include calendar time frames and a description of the activities that will be performed by each of the above groups. Assume that you can use the following systems to document and implement this change:
- Change tracking system
- Deployment/test environment
- Release tracking system
- Configuration management database