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 the Unit 1 discussion we researched a company or organization that provides a service and provided an overview of their services. In this assignment, you will be developing a plan to make changes to the call center, or service / support desk to the same company or organization.
Your company is making a change to the call center or help desk 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
Prepare a 5–6 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
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