Table of Contents

1.0   Map Index  1.1   Admin: Expense Report Approval 1.2   Admin: Pre-Travel Approval 1.3   Deployment: Conference Server License Creation 1.4   Deployment: Customer Upgrade 1.5   Deployment: Installation 1.6   Deployment: License Creation 1.7   Deployment: Scheduling 1.8   Deployment: Staging 1.9   Deployment: Validate New Base and SP Software 1.10   Exec Proj Mgmt: Project Tracking 1.11   IT: Helpdesk 1.12   IT: New PC 1.13   IT: Recovery 1.14   IT: Server Backup 1.15   IT: Software Request 1.16   IT: System Termination 1.17   IT: User Provisioning 1.18   IT: Validate AP Software 1.19   Prof Svcs: Configuration Audit 1.20   Prof Svcs: Engagement Creation 1.21   Prof Svcs: 3rd Party DE Certification 1.22   Prof Svcs: 3rd Party Performed Installations 1.23   Project Mgmt: Kickoff 1.24   Project Mgmt: Software Delivery 1.25   TAC: Admin Hold 1.26   TAC: Create Customer Trouble Ticketing System Account 1.27   TAC: Critical Customer Outages 1.28   TAC: Customer Request from EV 1.29   TAC: Incoming Ticket Triage and Handling 1.30   TAC: Validate Client Software 1.31   Training: Create and Encode Video 1.32   Training: Develop Curriculum 1.33   Training: Onsite Training 1.34   Training: Registration 1.35   Training: Revenue Tracking 1.36   Training: Validate Curriculum    2.0   Admin: Expense Report Approval  2.1   Unanswered Questions 2.2   Start: Expense Report Recording 2.3   Complete expense report 2.4   Review and approve 2.5   Review and approve 2.6   Notify employee of approval 2.7   Pay employee 2.8   Record cost 2.9   End: Expense Report Approval    3.0   Admin: Pre-Travel Approval  3.1   Unanswered Questions 3.2   Start: Pre-Travel Approval 3.3   Estimate trip cost 3.4   Review and approve 3.5   Review and approve 3.6   Notify manager of approval 3.7   Record cost 3.8   Notify employee of approval 3.9   Book travel 3.10   End: Pre-Travel Approval    4.0   Deployment: Conference Server License Creation  4.1   Outstanding Questions 4.2   Start: CS License Creation 4.3   Receive customer request 4.4   Approval for license granted? 4.5   Request quantity from Sales Ops 4.6   Create license template 4.7   License details 4.8   Generate license request 4.9   Send request to Alcatel/Lucent 4.10   Build CS license 4.11   Receive license 4.12   Build VMware license 4.13   Archive license 4.14   License storage 4.15   Deliver license to customer 4.16   Record license delivery 4.17   Record export 4.18   End: CS License Creation 4.19   Export documentation    5.0   Deployment: Customer Upgrade  5.1   Outstanding Questions 5.2   Start: Customer Upgrade 5.3   Upgrade Readiness Checklist 5.4   Gather background data 5.5   Customer Upgrade Process 5.6   Verify databases upgrade 5.7   Confirm maintenance window logistics 5.8   Confirm pre-requisites complete 5.9   Perform upgrade 5.10   Customer Upgrade Activity Plan 5.11   Troubleshoot as needed 5.12   Escalate for assistance as needed 5.13   DE Escalation Process 5.14   Is upgrade complete? 5.15   Rollback? 5.16   Perform rollback 5.17   Document exit status 5.18   Status.Customer.targetrelease 5.19   Notify BroadSoft of results 5.20   Update installed release 5.21   End: Customer Upgrade    6.0   Deployment: Installation  6.1   Outstanding Questions 6.2   Start: Installation 6.3   Deployment: Staging 6.4   Customer configuration documents 6.5   Confirm logistics 6.6   Customer Readiness For Installs 6.7   Review account's readiness 6.8   Verify server configuration 6.9   BroadWorks Installation Activity Plan 6.10   Configure BroadWorks 6.11   Troubleshoot as needed 6.12   DE Escalation Process 6.13   Escalate for assistance as needed 6.14   System Deployment Test Plan 6.15   Validate installation 6.16   Is install successful? 6.17   Document exit status 6.18   Status.Customer.targetrelease 6.19   Notify BroadSoft of results 6.20   Update installed release 6.21   Stop: Installation    7.0   Deployment: License Creation  7.1   Outstanding Questions 7.2   Start: License Creation 7.3   Receive customer request 7.4   Approval for license granted? 7.5   Request quantity from Sales Ops 7.6   Create license template 7.7   License details 7.8   License Creation Tool Directions 7.9   Generate license request 7.10   Fulfill license request 7.11   Archive license 7.12   License storage 7.13   Deliver license to customer 7.14   Record license delivery 7.15   Record export 7.16   Export documentation 7.17   End: License Creation    8.0   Deployment: Scheduling  8.1   Outstanding Questions 8.2   Start: Scheduling 8.3   Enter requirement 8.4   PM DE Priorities 8.5   Complete pre-requisites 8.6   Pre-requisites done? 8.7   Document work item 8.8   Customer.Request.targetrelease.doc 8.9   Move to Schedulable 8.10   Send Deployment Request 8.11   Schedule activity 8.12   Move to ongoing 8.13   Update calendar 8.14   Deployment Calendar 8.15   Perform work 8.16   Deployment: Staging 8.17   Deployment: Installation 8.18   Deployment: Customer Upgrade 8.19   Agreement work is concluded? 8.20   Move to Completed 8.21   Perform re-work 8.22   End: Scheduling    9.0   Deployment: Staging  9.1   Outstanding Questions 9.2   Start: Staging 9.3   Review deployment request and site survey 9.4   Site survey 9.5   Verify hardware receipt 9.6   Assemble hardware 9.7   Jump customer's servers 9.8   Configure servers 9.9   Document exit status 9.10   Status.Customer.targetrelease 9.11   Notify BroadSoft of results 9.12   End: Staging    10.0   Deployment: Validate New Base and SP Software  10.1   Outstanding Questions 10.2   Start: New Version and SP Software Validation 10.3   Receive EC notice 10.4   Create Boulevard folders 10.5   Is software for current IHS version? 10.6   Request maintenance window 10.7   Schedule maintenance window 10.8   Send IT communications: scheduled work 10.9   Load software on IHS 10.10   Did software load properly? 10.11   Monitor and soak baseline 1 week 10.12   Successful soak test? 10.13   Activate new features 10.14   Monitor and soak new features 3 weeks 10.15   Declare software RC? 10.16   Release software on Boulevard 10.17   Receive RC notice 10.18   Publish Boulevard folders 10.19   Reject software 10.20   End: New Version and SP Software Validation    11.0   Exec Proj Mgmt: Project Tracking  11.1   Outstanding Questions 11.2   Start: Project Tracking 11.3   Receive project tasking 11.4   Execute project 11.5   Close out project 11.6   Project tracking form 11.7   End: Project Tracking    12.0   IT: Helpdesk  12.1   Outstanding Questions 12.2   Start: Helpdesk 12.3   Receive help request 12.4   Assign ticket to appropriate resource or queue 12.5   Attempt fix 12.6   Issue resolved? 12.7   Resolve ticket 12.8   Review stalled tickets 12.9   Create monthly statistics 12.10   End: Helpdesk    13.0   IT: New PC  13.1   Outstanding Questions 13.2   Start: New PC 13.3   Receive tech request 13.4   Determine PC model, deliver to IT 13.5   Get hard disk drive 13.6   Image drive 13.7   Configure security and access 13.8   Load applications 13.9   Configure Outlook 13.10   Configure user-specific applications 13.11   Deliver to facilities 13.12   Domestic or international? 13.13   Deliver PC to desk 13.14   Order PC from Dell 13.15   Receive new PC 13.16   Ship hard disk drive 13.17   Replace PC hard disk drive 13.18   Return hard disk drive 13.19   Receive hard disk drive 13.20   Purchase PC locally? 13.21   Recommend configuration 13.22   Purchase PC 13.23   Configure security and access 13.24   Remotely configure PC 13.25   Reconcile expenses 13.26   End: New PC    14.0   IT: Recovery  14.1   Outstanding Questions 14.2   Start: Recovery 14.3   Receive request 14.4   Determine target media 14.5   Authorized access list 14.6   Request media return 14.7   Receive media 14.8   Retrieve and deliver data 14.9   Close request 14.10   End: Recovery    15.0   IT: Server Backup