4.8 Configure Systems
Objective
Configure changes and enhancements of system software, hardware, and documentation throughout the life cycle.
View Best PracticesTask Activities
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Provider
Document Configuration Workbooks to understand data and system layouts
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Provider
Create baseline system configuration and execute unit test to validate configuration changes
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Provider
Assess and define batch jobs
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Provider
Define and verify business process controls framework
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Shared
Baseline and sign-off on functional and technical requirements
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Provider
Develop functional and technical specifications for enhancement based on requirements
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Provider
Code and unit test enhancements
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Shared
Validate the configuration and controls with customer Functional Subject Matter Experts (SMEs) (and Technical SMEs) to validate enhancements have met requirements
4.8 Best Practices
- 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
Stakeholders
Customer
- Functional Lead
- Functional SME
Provider
- Program Manager
- Functional Lead
- Functional SME
- Technical Lead/Solution Architect
- Configuration Lead
- Development Team
Inputs
- Requirements Traceability Matrix (RTM)
- Requirements Fit-Gap Analysis
- Target State Architectural Solution
- Technical Strategy
- Configuration Management Plan
Outputs
- Requirements Traceability Matrix (RTM)
- Configuration Workbooks