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.

Zoom Phone

• Who: All VICE FTE & freelance employees can request a Zoom phone account.

• What: Zoom Phone is a business communication platform that provides various integrations to core business solutions at VICE.

• Where: Global Support Portal "Service Catalog", "Software Request" tab.

• Why: On prem phone carrier was migrated to Zoom phone in order to leverage soft-phone capability as well as physical phones.

• Requirements:

  • Manager Approval (Dependent on Region)

• Agent / Administrator permissions have been revised to best comply with various support team privacy requirements.