Summative Assessment: CRM System Operations Plan
As an IS manager working on system implementation, you are expected to demonstrate how system design supports user experience and establish a communication system to support adoption. You must also set up processes for system operation and maintenance after implementation.
In this assessment, you will prepare a systems operations plan which must include implementation, change management, and what needs to be in place to keep it running and maintained.
Review the WeLoveVideo Inc. Case Study.
Write a 1,400- to 1,750-word system operations plan for the WeLoveVideo Inc. CRM system. Include the following sections in your plan:
Executive Summary
Overview of the systems operations plan
Goals and scope of the systems operations plan
Standards or requirements, potential adjustments post-implementation, and project closing
System implementation plan
Describe the documentation required for the system, including user manuals.
Determine a phased deployment or cutover strategy and explain your decision.
Identify 2 risks to the implementation and describe the mitigation plan for addressing the risks.
Change management plan
Create a statement explaining why the change is happening and the risks of not changing.
Create a fact sheet discussing the benefits of the system for end users.
Outline the training plan and delivery methods for training.
System operation and maintenance plan
Define the responsibilities of teams responsible for system operation and maintenance, including:
System administrators
Support staff
Developers
Create procedures for logging, categorizing, prioritizing, and resolving system incidents.
Describe the escalation paths for handling critical issues.
Develop a strategy for planning and deploying software releases.
Format citations and references according to APA guidelines.
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