M3 Playbook > Phase 4: Migration 4.13 Configure Systems 4.12 Define Roles and User Access

4.14 Design and Develop Interfaces

Objective:

Configure changes and enhancements of system software, hardware, and documentation throughout the life cycle.

Phase 4 Guidance

Activities

1. Document Configuration Workbooks to understand data and system layouts (P) 2. Create baseline system configuration and execute unit test to validate configuration changes (P) 3. Assess and define batch jobs (P) 4. Define and verify business process controls framework (P) 5. Baseline and sign-off on functional and technical requirements (S) 6. Develop functional and technical specifications for enhancement based on requirements (P) 7. Code and unit test enhancements (P) 8. Validate the configuration and controls with customer Functional Subject Matter Experts (SMEs) (and Technical SMEs) to validate enhancements have met requirements (S)

Inputs • Requirements Traceability Matrix (RTM) • Target State Architecture Solution • Technical Strategy • Gap Analysis Report • Configuration Management Plan Outputs • RTM • Configuration Workbooks

Stakeholders • Program Manager (P) • Technical Lead/Solution Architect (P) • Configuration Lead (P) • Development Team (P) • Functional Lead (C, P) • Functional SME (C, P) • Managing Partner/Service Area Sponsor (Service Area)

Best Practice

• Leverage functional specifications to support contact center team, test case, script development, training development, and user guide development • Conduct Configuration Workbook validation after Conference Room Pilots (CRPs) to help the customer better understand the configuration options • Consider hiring or staffing independent Enterprise Resource Planning (ERP) experts to provide unbiased configuration alternatives for the customer