Business As Usual Process Flow in Operations Manager and CDH Version 8.5
Business As Usual Process Flow in Operations Manager and CDH Version 8.5
Introduction
Pega 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 Pega 1:1 Operations Manager as a set of stages, as shown in the image below:
This article describes the end-to-end process that users will follow in Pega 1:1 Operations Manager and Pega Customer Decision Hub, from capturing the initial request to deploying and completing a set of changes (a revision).
Use case example
Various business stakeholders in U-Bank have new actions that they would like to deliver to their customers via Pega 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
It is assumed that you have a high level understanding of Pega 1:1 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:
- Pega 1:1 Operations Manager User Guide on Pega Community: Pega Customer Decision Hub.
- Pega Best Practice Organizational Architecture for Pega Customer Decision Hub: Reference Organizational Architecture.
- Pega Business Operations in 1:1 Customer Engagement: Business Operations in 1:1.
Overview of the content creation process using Pega 1:1 Operations Manager
To deliver Business As Usual (BAU) changes to actions and treatments, various users will carry out tasks in Pega Customer Decision Hub and Pega 1:1 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:
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 Pega 1:1 Operations Manager
1. Capture request
The NBA Analyst or Business User captures the initial request or idea in the context of a next best action.
2. Plan request
The team lead reviews the request and assigns it a rank to support planning the sprint.
3. Build or update action
The NBA Specialist extends the initial request to build out the required artefacts.
4. Test action
The NBA Specialist switches from Pega 1:1 Operations Manager to Pega Customer Decision Hub.
The NBA Specialist carries out a persona test to test and validate the engagement policy created for that action.
The NBA Specialist carries out a group level audience simulation to evaluate that action compared to its peers.
5. Submit change
The NBA Specialist submits the completed change for review.
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
The Team Lead will review the details of this change and either approve or return the change.
7. Simulate revision
The Team Lead will prepare this change, along with all other changes in the revision, ready for final testing.
8 Test revision I
The NBA Designer will carry out an All Group Level audience simulation to review the impact of all the changes in this revision.
9. Test revision II
The NBA Designer will run a distribution report to review the impact of all the changes in this revision.
10. Performance check revision
The Team Lead will performance test the revision prior to deployment.
11. Deploy revision
The Team Lead will deploy the revision, which will start the Deployment Manager automated processes.
12. Complete revision
The Team Lead will mark the revision as complete after Deployment Manager confirms the processes have completed.
Summary
This is the overall process used to create actions and treatments by using Pega 1:1 Operations Manager and Pega Customer Decision Hub as part of a standard Business As Usual process.
| Version Update: For an end-to-end process flow for Business As Usual using Operations Manager and Customer Decision Hub for v8.5, please review the wiki article Business As Usual Process Flow in Operations Manager and CDH |