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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.
ADA Accommodation
ADA Accommodation
Who: HR team members can request ergonomic equipment on behalf of employees.
What: ADA Accommodation request is a front end to the Matrix system which facilitates request, order and procurement of ergonomic equipment requests.
Where: Global Support Portal, "Facilities" section of the Service Catalog.
Why: To streamline and consolidate ergonomic equipment requests.
Requirements: Requests are vetted by HR prior to submission.
Envoy
Envoy
Who: All NA and EMEA employees.
What: Envoy is an application that allows for booking and reservations of specific desks, office and collaboration spaces, and conference rooms that will allow for accurate reporting and statistics. It will aid in ensuring compliance with COVID regulations.
Where: Global Support Portal "Facilities" tab.
Why: There were many challenges with the current state of office space utilization that did not provide adequate planning capability, visibility or reporting capabilities to the necessary business leaders.
Requirements: NA or EMEA employee / freelancer.
Lucid Link
Lucid Link
Who: All VICE FTE & freelance employees can request access to the Lucid Link application and it's various shares.
What: Lucid Link is an application that presents cloud based storage as a network block level storage drive over the public internet.
Where: Global Support Portal "Access to Media Server" section of the Service Catalog.
Why: Users who need access to LucidLink need to create a written support ticket or have a support ticket created for them by someone else. We have automated the process of assigning LucidLink to users for a more streamlined approach of assigning read and/or read/write access which will in turn require explicit approval.
Requirements:
Share owner approval
Payroll
Payroll
Who: NA employees
What: Payroll Incident Category has been created to allow employees create support tickets via the VICE Support portal which will route to a Payroll specialist.
Where: Global Support Portal "Report an Incident" section, Payroll category.
Why: The Payroll team required a consolidated place for all NA service requests to live for improved and timelier service management, accounting and reporting capability.
Requirements: N/A
Additional Notes:
Additional Notes:
We have removed the following Service Items in the "Access to Media Server" tab within service categories:
Broadcast 1
Broadcast 2
Broadcast 3
Dumbo Design
HQ Dumbo
Tempraid
Vicenyc
Xchange MAM
We have cleaned up unused GPS / MT Incident sub-categories from the "Report an Incident" section of the portal.
Technical Enhancements include:
We have migrated VICE Support's SSO settings from the VICE Support Portal to the Freshworks NEO Administrative Center.
Streamlines administration of security settings across all Freshworks products
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