ITCCA Production Support Issue and Task Transition Guide System: An Organized Approach Through the Customization of the Drupal Content Management System

Abstract

This study was conducted in order to establish a more organized approach to the production support procedures used by the IT Contact Center Application (ITCCA) group together with the IT Service Desk (ITSD). Specifically, the ITCAA’s unorganized procedures on handling issue resolutions, severity escalations, and task transitions were impeding productivity on its staff and promoting violations in service level agreements. The ITCCA Production Support Issue and Task Transition guide System was established to address these problems through the use of a step-by-step guide for handling call center operations issues as well as the exposure of ITCCA’s data and documentation resources to all ITCCA and ITSD personnel. Using a mixture of the Waterfall model of the System’s Development Life Cycle (SDLC) process and Scrum methodology to come up with a local version of an agile SDLC, the project was implemented through the customization of the Drupal Content Management System. Design discussions and system testing was conducted through informal Scrum-like team huddles. Project assessment was based solely on user testing and feedback.

Being at the core of Stream’s outsourcing business, the ITCCA Production Support Issue and Task Transition Guide System was a viable solution to its production support needs. It was an important tool for strictly adhering to service level agreements and maintaining client confidence.