|
|
|
 |
 |
Process Overview |
Process Narrative |
|
Visual index of Operations' processes, grouped by function.
|
|
|
|
Process Overview |
Process Narrative |
|
Once an Operations employee takes a business trip, expenses for that trip are reviewed and approved prior to reimbursement.
Owner
 |
Name |
Description |
Type |
 |
Operations Vice President
|
|
Role |
|
|
|
|
Process Overview |
Process Narrative |
|
Operations personnel's estimated expenses must be approved before personnel buys tickets for business travel.
Owner
|
Name |
Description |
Type |
|
Operations Vice President
|
|
Role |
|
|
|
|
Process Overview |
Process Narrative |
|
Conference Server (CS) licenses are created by the 3rd party supplier of the CS, not by BroadSoft. This is unique amongst BroadWorks server types.
Owner
|
Name |
Description |
Type |
 |
License Manager
|
|
Role |
|
|
|
|
Process Overview |
Process Narrative |
|
Upgrades change the version of BroadWorks software running on a customer's system. Typically performed during a maintenance window, upgrades require detailed work by the Deployment Engineer to ensure a successful outcome.
Owner
|
Name |
Description |
Type |
|
Project Manager
|
Member of BroadSoft Operations. The project manager coordinates all customer deliveries (e.g. installs, upgrades, licenses, professional services). Also maintains a relationship with customers.
|
Role |
|
|
|
|
Process Overview |
Process Narrative |
|
The process of 'turning up' a set of BroadWorks servers in an account's environment (e.g. lab or production setting). Typically performed at the account's premises, but is sometimes completed via remote access. Includes integration of the BroadWorks servers into the customer's network.
Owner
|
Name |
Description |
Type |
|
Manager Deployment
|
Deployment Engineer lead. Responsible for scheduling all BroadSoft deployment resources.
|
Role |
|
|
|
|
Process Overview |
Process Narrative |
|
This process documents the steps and hand offs to create BroadWorks license files. A license file is required for each BroadWorks server and includes a unique id for the server (host id or MAC address) to enable the software on the particular machine. Note that the conference server license follows a different process for generation since a 3rd party is involved.
Owner
|
Name |
Description |
Type |
|
Project Manager
|
Member of BroadSoft Operations. The project manager coordinates all customer deliveries (e.g. installs, upgrades, licenses, professional services). Also maintains a relationship with customers.
|
Role |
|
|
|
|
Process Overview |
Process Narrative |
|
Deployments resources are scheduled by Deployment to satisfy requirements from project management. Scheduled activities include staging, installs, and upgrades. The process is dependent on customers being prepared for BroadSoft personnel to execute the work. Scheduled dates sometimes change due to shifting BroadSoft priorities and/or customer readiness.
Owner
|
Name |
Description |
Type |
|
Manager Deployment
|
Deployment Engineer lead. Responsible for scheduling all BroadSoft deployment resources.
|
Role |
|
|
|
|
Process Overview |
Process Narrative |
|
The loading and configuration of the operating system on an account's hardware. Specifically: the loading of the operating system (installed per BroadSoft's requirements); the loading of BroadWorks software; configuration of network interfaces; configuration of BroadWorks per the site survey; validation of communication between BroadWorks servers.
Owner
|
Name |
Description |
Type |
|
Manager Deployment
|
Deployment Engineer lead. Responsible for scheduling all BroadSoft deployment resources.
|
Role |
|
|
|
|
Process Overview |
Process Narrative |
|
Service Packs (SPs) are validated on the inhouse system (IHS) before being declared Release Complete (RC). These steps validate the installation of the software, the upgrade process, and provides for basic testing of the SP.
Owner
|
Name |
Description |
Type |
 |
Sr. Director, Global Field Services
|
BroadSoft Operations employee who supervises Deployment, Field Services, and Training.
|
Role |
|
|
|
|
Process Overview |
Process Narrative |
|
Projects completed by Executive Project Management are typically cross-functional internal projects. Projects vary in scope and may include working with outside vendors or organizations (e.g. telecom companies which provide service to BroadSoft, or government investment agencies wishing to invest in BroadSoft facilities in their native countries) and internal stake holders such as Operations, Engineering, or Finance.
Owner
|
Name |
Description |
Type |
|
Director, Executive Project Management
|
Executes projects as determined by VP Operations
|
Role |
|
|
|
|
Process Overview |
Process Narrative |
|
IT maintains a help desk to address employee issues with PCs, servers, and the inhouse phone system.
Owner
|
Name |
Description |
Type |
|
Sr. Director IT
|
Heads BroadSoft IT department.
|
Role |
|
|
|
|
Process Overview |
Process Narrative |
|
Every new employee (and some contractors) are issued PCs. The method for staging and configuration varies based on the country where the employee will work.
Owner
|
Name |
Description |
Type |
|
Sr. Director IT
|
Heads BroadSoft IT department.
|
Role |
|
|
|
|
Process Overview |
Process Narrative |
|
It is sometimes necessary to recover a file or a larger subset of a server's data.
Owner
|
Name |
Description |
Type |
|
Sr. Director IT
|
Heads BroadSoft IT department.
|
Role |
|
|
| | |
