Customer

Direct Responsibilities

	Name	Description	Type
	Close ticket		Activity
	Complete Pre-Audit Questionnaire	Customer completes the BroadSoft-provided questionnaire.	Activity
	Confirm maintenance window logistics	Ensure logistics are complete and well communicated; that pre-requisites such as server access, call test plans, security settings, licenses, etc... are in place.	Activity
	Customer accepts dates?		Decision
	Download desired software	Account can download any available software from Boulevard. Use of the software is restricted by a required license file.	Activity
	Generate PO	Customer generates a purchase order (PO) which matches the quote. The PO must contain the quote number and correct monetary amount.	Activity
	Go forward with work?	Customer decides if they want BroadSoft to do the work.	Decision
	Increase credit balance		Activity
	Is problem resolved?		Decision
	Is upgrade complete?	Customer performs testing to assess upgrade result.	Decision
	Review completed questionnaire	BroadSoft reviews the customer's response in detail clarify questions and ensure completeness.	Activity
	Rollback?	Depending on severity of issue(s), time remaining in maintenance window, personnel available to troubleshoot, customer may elect to rollback to the source release. It is ultimately the customer's decision, though the DE will offer advice on course of action.	Decision

Deployment Engineer

Assigned Personnel

	Name	Description	Type
	Deployment Engineer	BroadSoft Employee: stages, installs, and upgrades BroadWorks systems.	Role

Roles/Groups

	Name	Description	Type
	Deployment Engineer	BroadSoft Employee: stages, installs, and upgrades BroadWorks systems.	Role

Direct Responsibilities

	Name	Description	Type
	Assemble hardware	Load peripherals (e.g. memory, DVD and hard disk drives) in the correct server.	Activity
	Configure BroadWorks	Configure BroadWorks and other network elements; provision test groups and users; confirm set up for other network elements (e.g. session border controllers, gateways, etc).	Activity
	Configure servers	Configure servers according to site survey.	Activity
	Confirm logistics	Prior to installation, confirm schedule, points of contact, location, scope of work to be performed.	Activity
	Confirm pre-requisites complete	Validate everything is ready: dbase upgrades were successful, server access has been granted, target software and patches loaded, license files generated and available, memory and available disk space sufficient for target software, etc.	Activity
	Did software load properly?	The first validation step is to ensure that the software loads correctly per the release notes.	Decision
	Document exit status	Document status of the activity once deployment engineer is finished. Post status in customer's Deployment Request folder. Includes DE name, dates of activity, outcome of the work, outstanding issues, EVs opened, issues and resolutions, etc.	Activity
	Escalate for assistance as needed	If the DE cannot resolve some issues, escalate within BroadSoft to attempt resolution within the maintenance window.	Activity
	Is install successful?	Determine if the servers are up and running correctly, and if the customer agrees that the install is a success.	Decision
	Jump customer's servers	Install operating system, BroadWorks' bin files, patches, licenses	Activity
	Load software on IHS	Software is loaded following instructions in the release notes.	Activity
	Notify BroadSoft of results	Send status upgrade email to TAC (except for staging), Project Manager, and if necessary, account team.	Activity
	Perform a supervised install	Vendor personnel perform an install supervised by a BroadSoft deployment engineer (DE). The DE ensures that the work is done completely, accurately, and up to BroadSoft standards. BroadSoft also trains the vendor on required processes (e.g. timesheet approval, status updates to Deployment Manager, etc.).	Activity
	Perform re-work		Activity
	Perform rollback	The system is 'downgraded' to the version running before the upgrade began.	Activity
	Perform upgrade	Upgrade the servers to the target software.	Activity
	Perform work		Activity
	Request maintenance window	The Deployment Engineer (DE) who will perform the upgrade emails helpdesk@broadsoft.com for IT to establish a maintenance window.	Activity
	Review account's readiness	Ensure that install pre-requisites have been completed to allow for a successful install.	Activity
	Review deployment request and site survey	Verify deploy request and site survey are complete, accurate, and in agreement with each other.	Activity
	Successful soak test?	Any issues which impact the software are documented for Engineering. Issues may come from tickets sent to helpdesk@broadsoft.com, tickets opened in ExtraView, and anecdotal evidence.	Decision
	Troubleshoot as needed		Activity
	Validate installation	Validation is completed only for new on-site installs. It does not apply to accounts receiving an additional server (e.g. adding a media server or a network server) nor a business partners (e.g. an equipment vendor receiving a BroadWorks system).	Activity
	Verify databases upgrade	Validate the AS and NS databases successfully upgrade to the target releases.	Activity
	Verify server configuration	Ensure servers and site survey are in synch.	Activity

Deployment Engineer Responsibilities

	Name	Description	Type
	Assemble hardware	Load peripherals (e.g. memory, DVD and hard disk drives) in the correct server.	Activity
	Configure BroadWorks	Configure BroadWorks and other network elements; provision test groups and users; confirm set up for other network elements (e.g. session border controllers, gateways, etc).	Activity
	Configure servers	Configure servers according to site survey.	Activity
	Confirm logistics	Prior to installation, confirm schedule, points of contact, location, scope of work to be performed.	Activity
	Confirm pre-requisites complete	Validate everything is ready: dbase upgrades were successful, server access has been granted, target software and patches loaded, license files generated and available, memory and available disk space sufficient for target software, etc.	Activity
	Did software load properly?	The first validation step is to ensure that the software loads correctly per the release notes.	Decision
	Document exit status	Document status of the activity once deployment engineer is finished. Post status in customer's Deployment Request folder. Includes DE name, dates of activity, outcome of the work, outstanding issues, EVs opened, issues and resolutions, etc.	Activity
	Escalate for assistance as needed	If the DE cannot resolve some issues, escalate within BroadSoft to attempt resolution within the maintenance window.	Activity
	Is install successful?	Determine if the servers are up and running correctly, and if the customer agrees that the install is a success.	Decision
	Jump customer's servers	Install operating system, BroadWorks' bin files, patches, licenses	Activity
	Load software on IHS	Software is loaded following instructions in the release notes.	Activity
	Notify BroadSoft of results	Send status upgrade email to TAC (except for staging), Project Manager, and if necessary, account team.	Activity
	Perform a supervised install	Vendor personnel perform an install supervised by a BroadSoft deployment engineer (DE). The DE ensures that the work is done completely, accurately, and up to BroadSoft standards. BroadSoft also trains the vendor on required processes (e.g. timesheet approval, status updates to Deployment Manager, etc.).	Activity
	Perform re-work		Activity
	Perform rollback	The system is 'downgraded' to the version running before the upgrade began.	Activity
	Perform upgrade	Upgrade the servers to the target software.	Activity
	Perform work		Activity
	Request maintenance window	The Deployment Engineer (DE) who will perform the upgrade emails helpdesk@broadsoft.com for IT to establish a maintenance window.	Activity
	Review account's readiness	Ensure that install pre-requisites have been completed to allow for a successful install.	Activity
	Review deployment request and site survey	Verify deploy request and site survey are complete, accurate, and in agreement with each other.	Activity
	Successful soak test?	Any issues which impact the software are documented for Engineering. Issues may come from tickets sent to helpdesk@broadsoft.com, tickets opened in ExtraView, and anecdotal evidence.	Decision
	Troubleshoot as needed		Activity
	Validate installation	Validation is completed only for new on-site installs. It does not apply to accounts receiving an additional server (e.g. adding a media server or a network server) nor a business partners (e.g. an equipment vendor receiving a BroadWorks system).	Activity
	Verify databases upgrade	Validate the AS and NS databases successfully upgrade to the target releases.	Activity
	Verify server configuration	Ensure servers and site survey are in synch.	Activity

Desktop Applications Technical Support Engineer

Direct Responsibilities

	Name	Description	Type
	Create Boulevard folders	[hyperlink]	Activity
	Create IHS version of MB	The MB is used to create a version personalized for the Inhouse System (IHS). This includes adding BroadSoft branding, configuring certain settings to work within the BroadWorks network, etc.	Activity
	Did software pass testing?	Decide if the software is of sufficient quality to be released. If it is, inform Engineering as part of release management.	Decision
	Monitor and soak	The IHS is monitored for any helpdesk tickets which would indicate a problem. Typically a collaborative effort between TAC and IT. Typical soak period is one week.	Activity
	Publish Boulevard folders	Boulevard folders have been populated with the software prior to the target RC date. Those folders are not visible to the general public when first built. This step makes the folders visible so that the software can be accessed.	Activity
	Publish software for internal use	Place .exe and .ini file for the MB on boulevard.com. As BroadSoft employees use the client, the client will 'see' the new build and ask the user to update.	Activity
	Receive tested notice		Activity
	Reject software	Send the software back to Engineering for more development. To reject the software, in ExtraView, the patch record's status is set to Reject. (MBs are rejected by TAC)	Activity
	Remove software from IHS	Software which does not meet performance expectations is removed from the IHS (or in the case of MBs, removed to prevent additional users updating to the target).	Activity
	Send IT communications: scheduled work	A company-wide email announcement is sent, if needed, documenting the schedule and planned work. In the case of a new maintenance build (MB) for client software, its availability is announced.	Activity
	Validate build		Activity
	Validation passed?	Based on a subjective evaluation of the build's performance.	Decision

Director, Executive Project Management

Direct Responsibilities

	Name	Description	Type
	Close out project	Get concurrence from stakeholders that project is complete. Complete Project Tracking Form with final details. Notify parties (as appropriate) of project completion.	Activity
	Exec Proj Mgmt: Project Tracking	Covers internal BroadSoft projects.	Process Map
	Execute project	Perform the tasks needed to complete the project.	Activity
	Project tracking form	Document which describes projects scope, timing, budget.	Document
	Receive project tasking	Receive projects as tasked by VP Ops. Complete 'Project Tracking Form' with scope, estimates of budget, and schedule.	Activity

Director, Global Project Management

Direct Responsibilities

	Name	Description	Type
	Project Mgmt: Kickoff	Every new account has a kickoff with its BroadSoft account team. This documents lines of communications, key roles and responsibilities, available resources, and escalation lists.	Process Map

Employee

Direct Responsibilities

	Name	Description	Type
	Purchase PC	The employee purchases the recommended PC from a local source.	Activity
	Receive new PC	Employee receives the PC at their work location.	Activity
	Replace PC hard disk drive	The disk drive staged by BroadSoft is substituted for the new PC's disk drive.	Activity
	Return hard disk drive	The employee returns the new PC's disk drive to BroadSoft corporate.	Activity
	Update client	The client will prompt the user to update the software to the new MB. If the user says yes, the new software will be downloaded and the user guided through the installation process.	Activity

Facilities and Purchasing Manager

Direct Responsibilities

	Name	Description	Type
	Authorized access list	BroadSoft personnel authorized to place or remove artifacts from off site storage.	Document

Facilities Inventory Mgmt

Direct Responsibilities

	Name	Description	Type
	Determine PC model, deliver to IT	Based on requirements listed in tech request, determine PC model (e.g. desktop or notebook, processor speed, etc). Deliver the PC to IT for staging.	Activity
	Domestic or international?	Is employee US-based?	Decision
	Obtain licenses		Activity
	Order PC from Dell	BroadSoft orders PCs directly from Dell in selected countries for direct delivery to the employee's location. Included countries: Canada, Australia, New Zealand, United Kingdom.	Activity
	Receive hard disk drive	The employee's disk drive return is recorded.	Activity
	Receive tech request	Technical requests are generated for all new hires. Facilities evaluates employee's location to determine method for sourcing and staging PC.	Activity
	Recommend configuration	Facilities recommends standard configurations to the hiring manager to guide the purchase.	Activity
	Reconcile expenses	Costs for the employee purchased PC are tracked.	Activity
	Ship hard disk drive	For international employees, only the hard disk drive is shipped.	Activity

Hiring Manager

Direct Responsibilities

	Name	Description	Type
	Purchase PC locally?	For employees not in the US or one of the Dell covered countries, the manager determines how the PC will be sourced. Options include using one of the existing methods or have the employee purchase the PC locally.	Decision

Iron Mountain

Direct Responsibilities

	Name	Description	Type
	Receive media	The vendor returns the requested media to BroadSoft.	Activity
	Send tape off site	Once a week, vendor picks up tapes for off site storage.	Activity

License Manager

Direct Responsibilities

	Name	Description	Type
	Archive license		Activity
	Build VMware license		Activity
	Deployment: Conference Server License Creation	Conference Server (CS) licenses are created by the 3rd party supplier of the CS, not by BroadSoft. This is unique amongst BroadWorks server types.	Process Map
	Fulfill license request	Create .txt and .sig files for each server license type.	Activity
	Receive license		Activity
	Send request to Alcatel/Lucent		Activity

Manager Deployment

Direct Responsibilities

	Name	Description	Type
	Agreement work is concluded?		Decision
	Closing Report	[hyperlink]  Template to document work performed. See "Status.Customer.targetrelease.doc."	Document
	Customer Readiness For Installs	[hyperlink]  Checklist to be completed by account (with Sales Engineer) prior to install.	Document
	Customer Upgrade Activity Plan	[hyperlink]  High level steps for performing an upgrade.	Document
	Customer Upgrade Process	[hyperlink]  Documents the steps for a Deployment Engineer to perform.	Document
	Deployment Calendar		Calendar
	Deployment: Installation	The process of turning up a set of BroadWorks servers in an account's environment.	Process Map
	Deployment: Scheduling	Deployment Engineers are scheduled to perform activities such as staging, installs, and upgrades.	Process Map
	Deployment: Staging	The loading and configuration of the operating system on an account's hardware.	Process Map
	Engage BroadSoft outsourcing manager	BroadSoft Deployment contacts the Professional Services (PS) outsourcing manager.	Activity
	Enter date on schedule	Once the install dates is confirmed, it is entered on the schedule.	Activity
	Is a 3rd party needed?	It may be necessary to engage a 3rd party to satisfy customer schedule requirements, BroadSoft business requirements, or customer preferences.	Decision
	Move to Completed		Activity
	Move to ongoing	Once the customer agrees to proposed dates, PM DE Priorities is updated and the activity is moved to section ONGOING.	Activity
	PM DE Priorities	[hyperlink]	Spreadsheet
	Schedule activity		Activity
	Test Plan	[hyperlink]  Not required in all cases. When used it is document: BW-SystemDeploymentTestPlan.doc. The test plan covers those items which are reasonably under the control of BroadSoft during an install. For instance, the test plan does not include PSTN testing; therefore, e.g., lack of PSTN connectivity or gateway configuration can not be used by the customers to hold up agreement that the install was properly completed.	Document
	Update calendar		Activity

Network & Systems Engr

Direct Responsibilities

	Name	Description	Type
	Assign ticket to appropriate resource or queue	Helpdesk agents assign tickets to the correct queue (e.g. desk top support or inhouse phone system) and/or agent. Ticket change notifications are automatically emailed to originator.	Activity
	Authorized access list	BroadSoft personnel authorized to place or remove artifacts from off site storage.	Document
	Auto generate message	If there are any issues with the backup, on any network element, a message is generated by the backup tool which causes the ticket system application to automatically create a ticket.	Activity
	Configure backup tool	Based on the requirements, configure the tool to backup the target server. Parameters include frequency and span (i.e. whole server or just parts of server).	Activity
	Configure Outlook	Ensure that user's email application works correctly.	Activity
	Configure security and access	Build the PC fundamentals. Add the PC to BroadSoft's domain, and create a user account on the PC.	Activity
	Configure user-specific applications	Set u