SPRINT & RELEASE PLANNING

Information technology is taking a scrum approach to the ongoing development of VICE’s global support portal. Feature requests, workflow optimizations, teams to onboard, solutions to add, and bug fixes will be added to the backlog for future release. Each backlog item will undergo a requirement gathering stage to determine value, complexity, and level of effort needed. Backlog items will then be organized into repeatable work cycles, called Sprints:

• Work is prioritized by the product owner who will capture the needed requirement documentation.

• Before each release, Process Owners and Subject-Matter- Experts (SMEs) conduct user acceptance testing (UAT) to verify the solution is built or fixed as intended.

• Release notes follow each Sprint release into Production.

Accounts Payable

• Who: All VICE FTE & freelance employees can request support from the EMEA AP team.

• What: The Accounts Payable team facilitates finance support requests such as: Vendor Bill Submissions, Payments, Purchase Orders and Urgent Payment Requests.

• Where: Global Support Portal "Service Catalog", "Accounts Payable" tab.

• Why:

-Enable the VICE Support ticketing system for EMEA subsidiaries to standardize the mediums by which staff and vendors submit requests and queries to the accounts payable department

-Improve reporting capabilities for service requests and queries to monitor response levels, provide performance reporting on agents, and be able to identify and take action on any queries that are not being addressed

- Decrease the average amount of time it takes to respond to accounts payable and travel and expense requests to improve the overall accounts payable workflow

Report an Incident - rework

• Who: All VICE FTE's and freelancers can submit "Incident" Reports for various categories.

• What: The Incident Categories have been reorganized and optimized.

• Where: Global Support Portal "Report an Incident" icon, then chose the needed Incident Category.

• Why: New teams were on-boarded and required applicable Incident Categories for requesters to submit support requests. Sub-categories were reorganized and optimized for a clearer requester experience.

• The Global Support Portal will now be able to capture the (LOB) Line of Business & Company/Subsidiary in user profiles. This will provide additional options regarding automation & workflow creations.