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SME Involvement - Coggle Diagram
SME Involvement
Knowledge Acquisition :silhouette:
Blessed
:check: :
Knowledge Transfer :silhouette:
Balaji / Blessed
Runbook
KT Plan
Assessment
Shadow & Reverse Shadow :silhouettes:
Srikanth / Bhuvana / Balaji
Hiring and Onboarding :silhouette:
Balaji
/ Rakesh Tank
Hiring status tracker
Onboarding tracker (BGV)
Rehire tracker
Mandatory training
ELT orientation
Team mapping to specialty
Offboarding / Termination tracker
Access Management :silhouette:
Rahul
/ Naveen / Ennit
Channel Modality :silhouettes:
TBD
Calls skill set
Email handling process
Chat handling process
Self Service Handling process
Staffing and Scheduling :silhouette:
Arafat
/ Naveen / TBD for 2 dedicated team
Right sizing
Right scheduling
Break management
Interval data analysis
Process Setup :silhouette: Anupama / Gerardo / Prerna (
Arafat / Rahul / Karthik
)
TCO
IM / SRM
MIM
BACKLOG
ESCALATION
CEM
QA / QC
CSAT
CEM Dashboard
PM
KM
Templates
Structure
Reports
INTAKE
OUTAGE MGMT
MOD
Shift Handover
Call /Email / Chat handling
ServiceNow :silhouette:
Karthik
/ backup TBD
Requirements management
Dev story management
UAT testing
Access for UAT
Assignment groups
SLA configuration
Dashboards for steady state
Templates for IM
Reporting and SLA :silhouette:
Srikanth / Bhuvana
Data + ODC :silhouette:
Saswat
/ Karthik
Data Connectivity status tracking
ODC Readiness Tracker
Connectivity & Performance testing
Voice Procurement & Setup
Voice setup :silhouette:
Srikanth / Bhuvana
Design
Test plan
Compute :silhouette:
Balaji
/ Saswat
Cognizant Laptop
Headsets
Addtional Monitors
VDI and access
Support devices (iPads etc.,)
Merck Laptops
Golive Readiness / Cutover Planning :silhouettes:
Srikanth / Bhuvana / Balaji