Quick Reference Guide

Introduction

Requestor

Client Process Head BCR Admin/Manager

Functional Head

Service Delivery Manager

Single Point of Contact

Introduction

Benefits •

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.

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.

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.

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.

• BCCS tool sends the reminders and escalations based upon the escalation Types of Change: Technology Change •

Change in Network Access, Authentications, Hardware etc...

Business Change • Change in infrastructure, process, ramp-ups

3 Introduction

Requestor

Client Process Head BCR Admin/Manager

Functional Head

Service Delivery Manager

Single Point of Contact

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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If minor impact, the analyst routes requests to further actions

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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 etc....

4 Introduction

Requestor

Client Process Head BCR Admin/Manager

Functional Head

Service Delivery Manager

Single Point of Contact

Requestor

Responsibilities include

Also called has client relationship manager, plays the key role in initiating the business change process in Business Change Control System (BCCS).

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Raising a business change requests (BCRs) as per the client requirements

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Summarize the request

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Prioritize the requests

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Submitting the requests to other user roles

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Safety Measures

5 Introduction

Requestor

Client Process Head BCR Admin/Manager

Functional Head

Service Delivery Manager

Single Point of Contact

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Client Process Head: Process Team 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.

6 Introduction

Requestor

Client Process Head BCR Admin/Manager

Functional Head

Service Delivery Manager

Single Point of Contact

BCR Admin: Transition Team

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Take the decision

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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Appoints the team based upon the request

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Assign the request

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Keyrole

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Initiates impact analysis

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Send request to CPH for the approval

7 Introduction

Requestor

Client Process Head BCR Admin/Manager

Functional Head

Service Delivery Manager

Single Point of Contact

BCR Manager: Transition Team 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.

8 Introduction

Requestor

Client Process Head BCR Admin/Manager

Functional Head

Service Delivery Manager

Single Point of Contact

Functional Head: Implementation Team Is responsible for carrying out the impact analysis, analyze the impact and submitting to the BCR.

9 Introduction

Requestor

Client Process Head BCR Admin/Manager

Functional Head

Service Delivery Manager

Single Point of Contact

Service Delivery Manager SDM (Service Delivery Manager) Is mainly responsible for interacting with Transition team and in executing emergency requests

10 Introduction

Requestor

Client Process Head BCR Admin/Manager

Functional Head

Service Delivery Manager

Single Point of Contact

Operational SPOC Operational SPOC (Single Point of Contact) 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.

11 Introduction

Requestor

Client Process Head BCR Admin/Manager

Functional Head

Service Delivery Manager

Single Point of Contact

Reports Report options give you the flexibility of viewing all the BCRs with BCR NO, status, process, Request type, priority, progress etc.

View All BCRs Use this option to see all the BCRs raised or updated by that particular user. Under Report menu click View Your BCRs to see all the BCRs raised by you as shown in below figure View by BCR No. You can also search the BCR details based upon the BCR No. You can either view complete details or snapshot view of the BCR.

12 Introduction

Requestor

Client Process Head BCR Admin/Manager

Functional Head

Service Delivery Manager

Single Point of Contact