Transition Plan Makes Service Delivery Better
Transition Plan (TP) is the 3 months period of time span, in that BROCENT Transition officer leads to manage all transition related tasks (refer to the table below). It plays critical roles in delivering the successful delivery outcome for the whole project. All deliverables in the TP stage will be onboarded/imported into related IT automation tools and/or a copy to customer IT department. This section 8 defines clearly the RACI and subsequent tasks.
When BROCENT is awarded by Customer, the onboard process is triggered with preset tasks, that is managed with the transition timeline and tasks by BROCENT transition service officer.
# | Task Detail | GSD | AM | TSO | HRM | SDM | TSC | FSS | Duration |
1 | Project Transition Plan | I | AC | R | I | I | I | I | 8 hours |
2 | Check List and Handover Plan | I | AC | R | I | I | I | I | 8 Hours |
3 | Project Runbook | I | AC | R | I | I | I | I | 3 days |
4 | Technician nomination and registration plan (50) | I | C | C | R | I | I | I | 5 days |
5 | Project Team Formalization and Kickoff with Customer | CI | AR | CI | CI | I | CI | I | 2 Hours |
6 | Service Account Registration and Activation | CI | AC | R | CI | I | CI | I | 3 days |
7 | Technician (stores) Training Program and Certification Process | C | AC | C | R | I | I | I | 3 days |
8 | Welcome Letter for Managed Service to all premises | CI | AR | CI | CI | I | CI | I | 2 days |
9 | Retail Sites Familiarization | C | AC | R | CI | I | CI | CI | 3 hours per site |
10 | IT Automation Tool Deployment (software &hardware) | CI | AC | R | CI | I | CI | CI | 1 hour per site |
11 | Resource Compliance i.e., NDA, Background check, Consent Letter, Credit check | I | AC | C | R | I | I | CI | 5 days |
With the governance of service delivery model, BROCENT command center support (CCS) is in place that is comprised of GSD, TSC, TSO, SDM, HRM and AM. All nominated CCS members are with senior project and technical experience and good at bi-lingual communication. BROCENT TSO manages the check list and handover plan to make collection of all existing IT Operation Manual/Guide. This part presents the presumption of tasks in TT stage covering both office and store premise.
# | Task Detail | Action by | Subsequent Task |
1 | IT Asset Information | TSO | Version control and onboard to ATERA |
2 | LACOSTE IT and Security Policy and SOP documents | TSO | Version control and onboard to training portal |
3 | Professional Tools from LACOSTE | TSO | Import into BROCENT software library and complete the classification |
4 | Application support related knowledge base | TSO | Version control and onboard to Help Center |
5 | All sites &campus contact list | TSO | Version control and onboard to Help Desk System |
6 | VIP user list | TSO | Version control and onboard to Help Desk System |
7 | Full site list with detail address | TSO | Version control and onboard to Help Desk System |
8 | Standard tools list | TSO | Version control and onboard to Help Desk System |
9 | SOW related configuration and credential | TSO | Version control and onboard to ITGLUE &ATERA for configuration and password management |
10 | Parts Inventory, Device Warranty and Authorized Courier Contact List | TSO | Import into BROCENT Warehouse management system and Customer centric system |
11 | Infrastructure Diagram and all premised rack layout | TSO | Version control and import to ITGLUE portal with proper access control |
12 | All 3rd parties contact list | TSO | Version control and save to BROCENT Documentation system with proper access control |
Training Program and Certification
BROCENT HRM manages the training program and certification for all nominated technicians. Only certified technicians are authorized to attend remote and/or onsite support activities. Such program covers for all technical team member including but not limited GSD Service Desk Team, TSC Second Line Support Team, FSS Onsite Support Team and so on.
# | Training &Certificate Course | Required | Owner | Sponsor |
1 | Customer IT Policy | Mandatory | HRM | AM |
2 | Customer IT Security Guideline | Mandatory | HRM | AM |
3 | Onsite Support Technician Behavior Policy | Mandatory | HRM | AM |
4 | Privilege Account and Password Management Policy | Mandatory | HRM | AM |
5 | PC OS/POS OS Installation Guide | Mandatory | HRM | AM |
6 | Parts and Warranty Management Policy | Mandatory | HRM | AM |
7 | Service Report Management SOP | Mandatory | HRM | AM |
8 | Application Support Q &A or any Guide | Mandatory | HRM | AM |
9 | Infrastructure Monitoring &Alert Management SOP | Mandatory | HRM | AM |
10 | BROCENT Onsite Service Tools Policy | Mandatory | HRM | AM |
11 | BROCENT Email Utilization Policy | Mandatory | HRM | AM |