Project Management

All ServiceCentral software engagements are assigned a team of professionals with extensive product and industry experience and expertise.  We use a defined project management approach based on industry best practices and engage a committed project team to work closely with your organization from early project definition through post implementation.   From understanding unique business needs to implementing a world class system, our team will help you realize the full potential of your service organization and reap the benefits of an effective service and repair management solution.

Project Team

• Project Manager: Once an engagement has been approved, a dedicated project manager plans and manages the project from start to finish. Our Project Managers are committed to keeping the project on schedule, meeting or exceeding all scope and requirements defined.  They serve as lesion between all involved areas and the primary point of contact for answering questions, handling issues, and status reports. 
• Project Resources: The size of the ServiceCentral project team is dependant upon the scope of the project and implementation plan as agreed upon in the Statement of Work.  Every ServiceCentral project includes a dedicated Project Manager with supporting Business/Technical Analysts, Subject Matter Experts and/or development/operations members as needed.    

Implementation Methodology

Each phase of the implementation cycle has specific key tasks and deliverables critical to the successful implementation of ServiceCentral solution.  Some steps may be optional and additional project deliverables may be identifed specific to client requirements.

• Discovery:  The main project teams is organized, key resources identified, final project scope defined and high level plan project developed.  Discovery can be performed as a separate consulting engagement.  
• Requirements Definition:  Documentation of all business and technical requirements for ServiceCentral system delivery, including configuration needs and any integrations and custom development.
• Design Definition:  Detailed definition of ServiceCentral technical design, system configuration and any integrations or custom components for development.
• Configuration & Development:  Application is installed and configured with business data; development builds and installs the defined custom components. 
• Testing & Training:   Quality assurance and system integration testing is performed by ServiceCentral team, followed by client user acceptance testing.  ServiceCentral provides training for key client staff.  
• Implementation:  Implementation plans are finalized, support resources are aligned and the system is installed in the production environment.
• Support:  Transition of support from project team to client staff and ServiceCentral support team; post implementation review is conducted.