Business As Usual Process Flow in Operations Manager and CDH

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Business As Usual Process Flow in Operations Manager and CDH

Description End-to-end process flow for Business As Usual using Operations Manager and Customer Decision Hub
Version as of 8.5
Application Customer Decision Hub
Capability/Industry Area Business Agility


1:1 Operations Manager is a new module of Pega Customer Decision Hub, as of Pega Platform version 8.4. You can use Pega 1:1 Operations Manager in conjunction with Revision Management to push business-as-usual changes into production. In Pega 1:1 Operations Manager, users can create and deploy new actions to production, as well as request updates to existing actions.

The overall process is defined in Operations Manager as a set of stages, as shown in the image below:

Business As Usual Stages in Operations Manager

This article describes the end-to-end process that users will follow in Operations Manager and Customer Decision Hub, from capturing the initial request to deploying and completing a set of changes (a Revision).

Use case example[edit]

Various business stakeholders in U-Bank have new actions that they would like to deliver to their customers via Customer Decision Hub. Those requests will be captured in business terms, planned, built, tested and then deployed as part of a collection of Change Requests, known as a Revision.

Before you begin[edit]

It is assumed that you have a high level understanding of Operations Manager. If that is not the case, the most recent Academy mission Business Agility in 1:1 Customer Engagement is a good place to start.

It is also recommended that you review the following documents, either before or after reading this article:

Overview of the content creation process using Operations Manager[edit]

To deliver Business As Usual (BAU) changes to actions and treatments, various users will carry out tasks in Customer Decision Hub and Operations Manager. Each task will be carried out in the Business Operations Environment, working in a specific area inside of those Portals. The diagram below illustrates the overall process flow with the different portals, tools and roles that will carry out each task:

Overall BAU Process

The process has been broken down into 4 key parts:

Portal: Where in Pega Platform this work will be carried out

Tool: Where in the Portal the work will be carried out

Role: Who will carry out the work (See Reference Organizational Architecture for more details on roles and responsibilities).

Step: The task(s) that will be carried out

Step by step details of the content creation process using Operations Manager[edit]

1. Capture Request[edit]

The NBA Analyst or Business User captures the initial request or idea in the context of an NBA.

Capture the Request

2. Plan Request[edit]

The team lead reviews the request and assigns it a rank to support planning the sprint.

Plan the request

3. Build or Update Action[edit]

The NBA Specialist extends the initial request to build out the required artefacts.

Build or Updating the Action

4. Test Action[edit]

The NBA Specialist switches from Operations Manager to Customer Decision Hub.

Test the Action - Entering Test Stage in Operations Manager

The NBA Specialist carries out a Persona Test to test and validate the engagement policy created for that action.

Test the Action - Persona Test in CDH

The NBA Specialist carries out a group level Audience Simulation to evaluate that action compared to it's peers.

Test the Action - Audience Simulation in CDH

5. Submit Change[edit]

The NBA Specialist submits the completed change for review.

Submit the Change

The above process will be repeated until all changes in the sprint are completed. When this set of changes are ready to be tested and then promoted to production, the following steps will be followed:

6. Complete Change[edit]

The Team Lead will review the details of this change and either approve or return the change.

Submit the Change

7. Simulate Revision[edit]

The Team Lead will prepare this change, along with all other changes in the Revision, ready for final testing.

Simulate the Revision

8 Test Revision I[edit]

The NBA Designer will carry out an All Group Level Audience Simulation to review the impact of all the changes in this Revision.

Test The Revision With Simulation

9. Test Revision II[edit]

The NBA Designer will run a Distribution report to review the impact of all the changes in this Revision.

Test the Revision With Distribution

10. Performance Check Revision[edit]

The Team Lead will Performance Test the Revision prior to Deployment.

Performance Test the Revision

11. Deploy Revision[edit]

The Team Lead will deploy the Revision, which will start the Deployment Manager automated processes.

Deploy the Revision

12. Complete Revision[edit]

The Team Lead will mark the Revision as complete after Deployment Manager confirms the processes have completed.

Complete the Revision


This is the overall process used to create Actions and Treatments by using Operations Manager and Customer Decision Hub as part of a standard Business As Usual Process.