Pega CDH – Change Management – by Karthick Baskaran

Pega CDH – Change Management Process?– ?by Karthick Baskaran?

One of the big questions that every decisioning customer have is, how quick & independent they can build, test, and deploy the changes to production post Go-live.

Following the traditional methodologies, should the business proposed changes like adding new actions, imposing eligibility criteria, modifying existing business strategies wait for weeks/months for Go-live? – Not Really ??

For every decisioning implementation, there is an additional step under the project phase called as Business Operations/ Business as Usual (BAU). With BAU process, business users can respond to changing requirements by modifying and deploying the application's rules in a controlled manner outside the enterprise release cycles.?

For a complete Business Operations capability, we would need to consider the below 5 steps,

• Business Operations Environment – A dedicated environment to be provisioned where the BAU activities will be conducted.?
• Data migration – One of the key aspects of being successful with Business Operations is to ensure that the BAU environment?has access to good quality production data as possible. Pega has Data Migration pipelines (a type of pipeline available within?Deployment Manager, Pega's DevOps tool), that makes it easier to copy sample data from production.?
• Operations Manager - Pega 1:1 Operations Manager is a new user experience that has been added to Pega Customer Decision Hub to provide a business-led change management?solution?for typical changes such as adding Actions, modifying existing Treatments, and promoting approved predictive model updates to Production?
• Simulations and testing – The changes are then tested in the BAU environment against the production data to ensure the expectations are met. Pega offers different types of simulation tests OOTB which can directly be leveraged.
• Distribution - Focused on testing changes (within Revisions) - Are my results within the expected distribution?
• Decision Funnel - Focused on building and testing changes (change requests) - Are the population pass rates for?rules, expressions, and components to be expected?
• Ethical Bias - Focused on testing completed changes (revisions) and ad-hoc monitoring - Is there any unwanted bias in any of the actions?
• Scenario Planner - Focused on planning, monitoring and optimization activities - Am I on?target?to meet objectives, can I do better?
• Value Finder - Focused on planning, monitoring and optimization activities - Are there customers who are not or underserved, could I?target?these with a better action?
• ?Deployment Manager – Once the rule changes are verified it can then be deployed to production using a dedicated CI/CD pipeline.

?Advantages of using Business Operations

• Aligning the operating model towards a Business Operations approach will help the organization become more effective and agile.
• Using Operations Manager and?Deployment Manager?will help you build, test, and deploy changes faster and in a controlled manner.
• Simulations that are run on production data, made available through the data migration pipeline, will better reflect what will happen when those changes run within production

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