What is needed in Setup Phase? Who should participate?

1. Instructions Review

• The customer's technical team reviews the
  >> Technical Setup Instructions
  
  This is a prerequisite for starting the installation and configuration.
  
  

2. Definitions - 1-2 hours

Detailed definitions are made for installing and configuring HappySignals in the customer environment. (You can do this yourself. Ask for additional guidance from HappySignals Team.)

Agenda

• Define category data used and transferred to HappySignals. HappySignals has recommendations and best practices on what data should be used: Key Fields in Data Mapping for Getting Value from HappySignals
  
• Define e-mail template and notification changes needed. In minimum the rating button row is added to e-mails; it is recommended to also modify the e-mail template: Modify the Resolution Emails to Get Better Response Rates
• Define how the data is shown to service desk agents. (OPTIONAL)
• Make a decision on languages the survey should be sent in: Available Languages

Find all guides and instructions here: Generic Setup Guide for Ticket-Based IT Experience  

Participants

• HappySignals Champion/Owner
• Person responsible for making decisions on ITSM system and process 
• Person responsible for the ITSM system
• Person responsible for the installation of HappySignals

 

3. Technical Installation and Configuration - 1-2 hours

HappySignals is installed to the customer's development environment. HappySignals team participates and gives instructions, but installation is done by the customer or their ITSM system partner.

• After this meeting HappySignals is working end-to-end with the customer's ITSM system.

Participants

• This meeting is 100% technical so only technical persons are needed. The person(s) must have admin access to the customer's ITSM system.

 

* Kick-off - 1 hour

HappySignals is demonstrated and walked through once more to everyone who needs to know about it before the go-live. The main target is to agree upon next steps and set the schedule for launch.

Agenda

• Get to know all persons and their expectations
• Go through the main objectives: Why will HappySignals be taken into use in the customer organization?
• Demonstrate the use of HappySignals
• Walk through the technical rollout process
• Agree on target schedule and next meetings

Participants

All stakeholders and the persons who will be responsible for the implementation.

• HappySignals Champion + The IT and business stakeholders that will have value from the use of HappySignals
• Person responsible for employee communications
• Person responsible for the installation and rollout of HappySignals
• Person responsible for Service Desk (can be internal or outsourced)
• Person responsible for the ITSM system
• Person responsible for making ITSM system and process decisions