BCCS Business Change Control System
User Guide Draft Version
Copyright Š 2009 Firstsource Solutions Limited. All rights reserved.
Business Change Control System-User guide
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This documentation might include technical inaccuracies or typographical errors and is subject to correction and other revision without notice. Firstsource Solutions Limited. GIVES YOU THE CUSTOMER THIS DOCUMENTATION "AS IS." EXPRESS OR IMPLIED WARRANTIES OF ANY KIND ARE NOT PROVIDED, INCLUDING BUT NOT LIMITED TO THE IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. Some states or jurisdictions do not allow disclaimer of express or implied warranties in certain transactions; therefore, this statement may not apply to you.
Preface
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Business Change Control System-User guide
Tab le o f Con te n ts Pre fa c e ................................................................................................................................ 1 About this Manual ............................................................................................................... 1 Document Purpose ............................................................................................................. 1 Audience............................................................................................................................ 1 Related Documents ............................................................................................................ 1
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Revision History ................................................................................................................. 1 Document Conventions....................................................................................................... 2 Support Information ............................................................................................................ 2
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In tro d u c tio n ........................................................................................................................ 4
Purpose of the BCCS ......................................................................................................... 4 Benefits .......................................................................................................................... 4 Types of Change: ............................................................................................................ 4 Business Change Control System Process .......................................................................... 5
Ap p lic a tio n Arc h ite c tu re .................................................................................................. 8
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BCCS Users and Activities .................................................................................................. 9 Reminders and Escalations ........................................................................................... 10
Da s h b o a rd vie w ............................................................................................................... 13 Viewing the pending BCRs................................................................................................ 14
Re q u e s to r ......................................................................................................................... 16
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Logging into the application............................................................................................... 17 Creating a Business Change Request ............................................................................... 19 Updating the BCR............................................................................................................. 22
Re p o rts ............................................................................................................................. 26 View All BCRs .................................................................................................................. 26 View by BCR No. .............................................................................................................. 26
Tro u b le s h o o tin g a n d FAQ’s ........................................................................................... 29 Va lid a tio n S c re e n s .......................................................................................................... 30 Ac ro n ym s a n d Glo s s a ry ................................................................................................. 31 In d e x .................................................................................................................................. 32
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Business Change Control System-User guide
Tab le o f Figu re s
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1: Business Change Process ............................................................................................ 5 2: BCCS Process ............................................................................................................ 8 3: Reminders and Escalations process..............................................................................10 4: Dashboard view ........................................................................................................13 5: Requestor Roles ........................................................................................................16 6: Home Page ...............................................................................................................17 7: Login Details.............................................................................................................18 8: Selecting the Role .....................................................................................................18 9: Raising the request....................................................................................................19 10: Confirmation window ...............................................................................................21 11: Email Notification.....................................................................................................21 12: Updating the Request Details ....................................................................................22 13: Impact Analysis .......................................................................................................23 14: Updating OPS Spec Implementation ...........................................................................23 15: Associated CR .........................................................................................................24 16: Reports Menu..........................................................................................................26 17: View Options...........................................................................................................26 18: Viewing BCR by BCR No ...........................................................................................27 19: Snapshot ................................................................................................................27
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Figure Figure Figure Figure Figure Figure Figure Figure Figure Figure Figure Figure Figure Figure Figure Figure Figure Figure Figure
Preface
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P re fa c e About this Manual This manual describes the Firstsource Business Change Control System Tool and explains how to work and use its major features. It serves as a means to describe the User interface, functionalities and how to use it to accomplish the tasks.
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Hereafter in this document Business Change Control System is referred as BCCS.
Document Purpose
Audience
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The purpose of this document is to explain the activities involved in the change control process, to enable the users to understand and perform their role and responsibilities.
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All the Users working or implementing the application are the intended audience. Customer care executives, Transition team, process heads and the other users who work on the application will be provided with this document as a reference.
Related Documents
All other documents are included in CD ROM in both printed (PDF) and online (CHM) formats. All BCCS documents are available online in both printed (PDF) and online (CHM) formats.
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Online Help Files:
An online help is integrated with the application and the help is provided for each context or window of the application.
Revision History
Preface
Date
Comments
Author
28th August 28, 2009
Need to Undergo Technical Review
Virender/Shravan
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Chapter 1
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Business Change Control System-User guide
Introduction to BCCS
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This chapter will introduce you the purpose of this application‌‌
Preface
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In tro d u c tio n Purpose of the BCCS
BCCS is a structured approach to record, track or to implement the Business changes required by the clients. Business change process includes transitioning, ramp up employees, infrastructure change, SLA change, training etc. The main focus of the change control system tool is to address the concerned authorities and the organization about the impact of the business change.
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Objective: The main objective of BCCS is to establish a formal process to propose and implement business changes for an organization.
A Business change control system tool leads, manages and enables clients to accept new processes, technologies, systems, infrastructure and values in an effective and quick manner.
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Ensures effective transition of individual business units to a new structure.
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Ensures that everyone in the organization is ready for the business change.
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Analyze the skills for new/changed jobs or roles.
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BCCS tool sends the reminders and escalations based upon the escalation matrix to different level of users. Increased customer satisfaction
Systematic, efficient IT operations
Elimination of redundant processes
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Benefits
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Stable IT environment
Clear Communication channels
Types of Change:
Technology Change: •
Change in network access, authentications, hardware etc.
Business Change: •
Change in Business, infrastructure, process, ramp-ups etc.
This tool mainly focuses on Business Change. Introduction
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Business Change Control System-User guide
Business Change Control System Process In order to accommodate Business change process at client firstly a request has to be posted and prioritized. As new modifications and enhancements are proposed to concerned authorities it has to be validated and designed. This covers design of the operating model, organizational structures, role definitions, competency frameworks, and governance and decision-making frameworks.
If minor impact, the analyst routes requests to further actions If major impact, the functional analyst performs business justification in conjunction with technical analysis, including likelihood of success, significance to the business and resources required. When complete, the analyst prioritizes based on analysis and routes to business change management for decision-making.
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Impact Analysis: This covers the identification of critical business processes, and the potential damage or loss that may be caused to the organization because of business change. It also includes possible adverse side effects or other risks of making the proposed change.
After the impact analysis the management reviews the change requests determined to be of major o minor impact to the business, and prioritizes initiatives for design and implementation.
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1. Initiate the BCR and Prioritize
2. Validate the Request
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3. Impact Analyze the Request
4. Design the Business Change
5. Implement the Request
6. Close the Request
Figure 1: Business Change Process
Introduction
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Business Change Control System-User guide
Chapter 2
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Application Architecture
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This chapter will introduce you to work flow, user types, and user roles of the application...
Introduction
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Ap p lic a tio n Arc h ite c tu re
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The below figures shows the work flow process of BCCS
Figure 2: BCCS Process
The following table describes the detailed steps to be performed during the Business change control process.
Application Architecture
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Business Change Control System-User guide Step
Description
Who
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Raise the request for the Business change and set the priority Requestor and sends to Step 2. To rework on impact analysis go to 5
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Validate the request if Yes go to step 3 and if No go to step 1 for more information. If emergency go to step 6. If Non BCR go to step 7.
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Responsible for directing change control to BCR manager BCR Administrator sends to step 4.
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Assign impact analysis on finance, pricing, technology BCR Manager functional heads
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Assign functional team and implementation team for impacts Functional Head analysis
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Executes the emergency requests. If required Interfaces to Service Delivery Other Processes (technology change). Manager
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Executes the minor and Non BCR requests. If required Operational SPOC Interfaces to other processes (technology change).
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Client Process Head
BCCS Users and Activities
Requestor: Also called has client relationship manager, plays the key role in initiating the business change process in Business Change Control System (BCCS). His responsibilities include raising a business change requests (BCRs) as per the client requirements, summarize the request, prioritize the requests, submitting the requests to other user roles etc.
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Client Process Head (CPH): The key role of the CPH is to validate the request, and send to the transition team. If the request doesn’t feature proper details it can be send back to the requestor for obtaining more details. In this stage the system also validates either the request is BCR or Non BCR. BCR and Non BCR are the two logical entities in the BCCS tool which decides the request type raised by the requestor.
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BCR Administrator: At this desk the BCR administrator analyzes and monitors the request and assigns to a BCR manager to work on the request.
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BCR Manager: A BCR manger is responsible for selecting the functional and implementation groups for impact analysis of the request. Both the BCR administrator and manger comes under Transition team.
Application Architecture
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Business Change Control System-User guide Functional Head: Is responsible for carrying out the impact analysis, analyze the impact and submitting to the BCR.
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Service Delivery Manger: Is mainly responsible for interacting with Transition team and in executing emergency requests.
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Operational SPOC: Is mainly responsible to close the minor requests like training and Non BCR requests. A SPOC can be a person or a department serving as the coordinator or focal point of information concerning an activity or program. Minor requests are those which do not affect the policy / standard, .e.g. changed contact information, one or two words added for clarification.
Reminders and Escalations
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BCCS provides a mechanism for sending notifications, reminders to task assignees, as well as managing escalations and deadlines. All this functionality is built into the BCCS. The fundamental idea of this approach is to use the application logic itself to coordinate the reminders and escalations, rather than relying on hard-coded logic.
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Reminders are the emails notices which are delivered to the respective user roles for a limited period of time before crossing the SLA. Once it crosses the duration it is more strongly worded and even CC-ed to their managers and still if the request is not addressed a reminder is send to the managers and their senior management. This whole process is called Escalation.
Figure 3: Reminders and Escalations process
Application Architecture
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Chapter 3
Dashboard View
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This chapter will introduce you to dashboard view, common actions in the application...‌
Application Architecture
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Da s h b o a rd view
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This below picture describes the dashboard view of the BCCS tool.
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Figure 4: Dashboard view
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Menu navigations to process the Business change requests and for viewing reports.
Displays the status of the Pending BCR(s) by Status wise
Displays the status of the pending requests priority wise i.e., emergency or Non Emergency.
Dashboard view
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Chapter 4
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User Role - Requestor
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This chapter will introduce you to the roles and responsibilities of the requestor………...
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Re q u e s to r
Requestor is an individual who proposes the business change based upon client request. This includes the case for change and how the changed request will contribute to the organization’s strategic goals and growth. Requestor initiates the business change by creating a BCR No, giving the reasons/description for the business change, attaching the supported documents and submitting to the respective users.
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Describe the change or request and prioritize Define the pros and cons and the consequences of implementing requested change Identify effects on related transactions, rules, etc. Provide a brief implementation timeline Provide copies of and introduce the Change Control
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Typical activities of a Requestor
Figure 5: Requestor Roles
Requestor
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Chapter 5
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Viewing Reports
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This chapter will introduce you to the different ways of viewing BCRs reports………...
Requestor
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Business Change Control System-User guide
Steps to View BCR
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Figure 18: Viewing BCR by BCR No
Under the Reports menu click View BCR
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Enter the BCR No and click Complete Details to view that particular BCR
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Click SnapShot to see the pictorial view of the complete details of the BCR as shown in the below figure
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Figure 19: Snapshot
Reports
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Business Change Control System-User guide
Appendix Appendix B Validation screens
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Appendix A Troubleshooting and FAQ’s
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Appendix C Acronyms and Glossary
Reports
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Tro u b le s h o o tin g a n d FAQ’s
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Question 1: After entering Login Id and Password in the login page it displays this text “Wrong Login id and Password” Cause: Either you might have entered the wrong Login or Password.
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Solution: Check for right Username and Password and re-enter. If the problem persists contact your administrator.
Question 2: I am unable to upload the document into the BCCS Cause: Problem with network connections.
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Solution: Contact your network administrator
Question 3: While accessing the application, if I proceed to further page it displays this message “Server Error in Application” Cause: Server might be down.
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Solution: Try logging out and logging in again. If the problem continues please contact your network administrator.
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For further questions that are beyond the scope of this manual, please contact your technical advisor or administrator for troubleshooting.
Troubleshooting and FAQ’s
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Ac ro n ym s a n d Glo s s a ry
Description
BCR
Business Change Request
CPH
Client Process Head
Operational SPOC
Operational Single Point of Contact
SLA
Service Level Agreement
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Term
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Acronyms and Glossary
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In d e x A
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About this Manual, 1 Acronyms, 31
Online Help Files, 1
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BCCS Users, 9 Benefits, 4 Business Change Control System Process, 5
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Dashboard view, 13 Disclaimer, ii Document Purpose, 1
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Glossary, 31
Troubleshooting and FAQ’s, 29 Types of Change:, 4
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Validation Screens, 30 View Your BCRs, 26 Viewing the pending BCRs, 14
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SnapShot, 27 steps to be performed, 8 Support Information, 2
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Escalation Matrix, 11
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Raising the request, 19 Related Documents:, 1 Reminders and Escalations, 10 Reports, 26
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Copyrights, ii Creating a Business Change Request, 19
Purpose of the BCCS, 4
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Logging, 17
Index
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Business Change Control System-User guide
Firstsource Solutions Ltd. 1 - 3, RMZ Ecospace Tower - 3A, Sarjapur Outer Ring Road Index Varthur Hobli Bangalore 560 037 Tel.: +91 (80) 6620 8000 Fax: +91 (80) 6620 8299
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