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Overview

Project Management

Cytrack has Prince2 certified Project Management and follows strict Project Management methodology based on Prince2 principles. All Cytrack documentation follows ISO 9001 quality principles and the ITIL framework. Industry leading tools for managing projects and related tasks are utilised for successful project execution. These tools include:

• Our Support portal, benefits include: real-time updates and multiple party collaboration with all stakeholders.

• SmartSheets serve as project tracking/task management tool with visibility to all stakeholders.

Change Management

The purpose of the Change Management process is to achieve the successful introduction of changes to an IT system or environment. Success is measured as a balance of the timeliness and completeness of change implementation, the cost of implementation, and the minimization of disruption caused in the target system or environment. CyTrack is governed by strict internal ITIL change management procedures following ISO 9001 principles, standards and best practices. Our engineers will submit changes and attend client CAB if requested. Please refer to ‘Change Management’ below for further details.

Stakeholders Form

The Stakeholders Form is where it all starts, this is where we collect information on all the major contacts that will be involved on the project.  This will encompass those parties within the customer organisation and also any pertinent external contacts such as the IT management company, telecoms/PBX supplier, CRM specialists etc, anyone who will be involved in the project.  Its important we get these contacts back as soon as possible so we can then commence sending out information and invites to the project management portal.  If your involved getting the contacts for the stakeholder form for us and don't know who all these contacts are, don't worry, at last get us the immediate customer contacts and we can start there and build more contacts as they become identified and as required. 

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• 5 Queues included – more than 5 will entail additional charges

• 5 Overflows included – more than 5 will entail additional charges

• 5 callback in queue configurations included

• 1 single business partition - more than 1 will entail additional charges

• Up to 2 nested Auto Attendant queues - more than 2 will entail additional charges

• Up to 2 Dashboards - more than 2 will entail additional charges

• Dashboard includes up to 10 statistical items in design – additional items will entail additional charge, any custom queries will be quoted on case by case according to the customer requirements and database type

• CRM integration with supported CRM solutions included, but any non-supported CRM integrations will entail additional cost according to the compatibility of the CRM API and also assessment of complexity of the integration

• Solution testing

• 1 session of Supervisor and Admin training

• 1 session of End user training – train the trainer for initial blocks of 10 users

Change Management

The purpose of the Change Management process is to achieve the successful introduction of changes to an IT system or environment. Success is measured as a balance of the timeliness and completeness of change implementation, the cost of implementation, and the minimization of disruption caused in the target system or environment. Cytrack is governed by strict internal change management procedures following ITIL and ISO 9001 principles, standards and best practices.

Roles and Responsibilities

• CAB (Change Advisory Board) - Analyses and evaluates proposed changes and provides recommendations that the change manager may use in making approvals.

• Change manager - Manages the CAB, coordinates teams and stakeholders, makes final decisions to approve or reject proposed changes, and directs the implementation of approved changes.

• Change owner - Oversees and takes responsibility for the entire change management process.

• Change initiator - Proposes changes, collects, and organizes relevant details, and creates plans for change implementation.

• Software developer - Often takes on the role of ‘change initiator;’ software developers are directly involved in most IT changes.

Change Types

Changes are categorised into three groups:

Standard changes

Standard changes are low-risk changes that follow an established procedure. These changes are pre-authorized and usually very low risk. Because they follow a set process, these may be easily automated. Examples of standard changes include software patching and updating, replacing outdated hardware, and making new DNS entries.

Emergency changes

Emergency changes are unexpected, and generally must be implemented immediately to mitigate or minimize the negative effects of an emergent situation. Emergency changes may include isolating a network from a large-scale DDoS attack or applying an emergency patch in response to a zero-day exploit.

Normal changes

Normal changes describe any changes that are not standard changes or emergency changes. These changes are further categorized as minor, significant, or major, based on the amount of risk involved. These changes are not pre-authorized or scheduled, but also do not carry the same urgency as emergency changes.

Change Submission

Changes are submitted by the Change Initiator as a “Request for Change” ticket. The RFC ticket must detail the following:

• The Change being made

• Reason for Change

• How the change is being implemented

• Urgency

• Risk

• Impact

• Rollout plan

• Communication Plan

• Pre-Implementation test plan

• Pre-Implementation test plan sign-off

• Post Implementation test plan

• Post Implementation test plan sign-off

• Scheduled date/time

Change Review

Submitted changes are reviewed in the weekly CAB meetings led by the Change Owner. CAB has representation from key functional teams including IT Infrastructure, Engineering, and Operations.

Change Approval

A change is either Approved or Rejected. A change must be unanimously approved by the Change Advisory Board members. If a CAB member is not present during the CAB meeting, the Change Owner will reach out to that member to communicate the change and seek approval. Rejected changes are sent back to the Change Initiator to rework, reschedule, or cancel.

Change Implementation

Approved Changes are implemented according to the schedule approved in CAB. Once a change is complete, the RFC ticket is updated with detailed notes.

Change Closure

The Change Owner reviews the change implementation to check for any deviations from the plan. Any deviations are reported and corrected before the change is deemed successful.
Successful changes are closed and archived as per internal procedure.
Unsuccessful changes are evaluated and resubmitted for CAB approval if required.

Training

CyTrack’s method of training is to ‘train the trainer’ using TeamViewer.  The customer will nominate a ‘superuser’ who will receive full hands on training in all areas of the software modules purchased, including the admin tasks. This person is then responsible for training the other users in the software they will be using in their roles.

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