Lifecycle of a change request

In Pega 1:1 Operations Manager, a change request represents a change to one or more next-best-action artifacts in Pega Customer Decision Hub™. Together, business users determine and agree upon what needs to change, and the system guides the next-best-action specialist to make those changes.

A change request goes through four stages in its lifecycle. Each stage encapsulates the various tasks required to carry out the change effectively. In each stage, a designated user or set of users carries out the required tasks. Once the necessary tasks are complete, the system automatically manages the movement of the change request from one stage to another.

The lifecycle of a change request contains the following four stages:

• Plan
  • A business user creates the change request.
  • Key information about the change is captured from the business user directly into Pega 1:1 Operations Manager.
  • The team lead quickly plans and prioritizes the request so that the operational team can focus on more high-value work.
• Build
  • The operations team builds the next-best-action artifacts using a simple, guided process.
  • Next-best-action specialists translate the change request details into corresponding next-best-action artifacts in Pega Customer Decision Hub.
  • The system automatically creates or updates the corresponding artifacts.
• Test
  • The system recommends that the next-best-action specialists verify and test the generated or modified artifacts to ensure that the change meets the business’ expectations.
  • Changes can be tested in-context to reduce QA cycles.
• Deploy
  • The team lead approves the change request and transfers it to the team responsible for deploying the changes to the production environment.
  • Pega Deployment Manager enables the deployment team to safely deploy the changes to a production pipeline.