In 2009, several IPsoft departments worked together to accomplish a major project: migrating the entire client base to IPcenter v3.
Unlike its previous incarnation, v3 is aligned with ITIL v3, the set of IT standard practices. ITIL outlines a management structure, and the Service Transition team was created to follow that framework.
Migrating clients to v3 is no simple task. But what could be a complicated process is streamlined through a set of procedures much like building a hotel and making sure it is built and ready for occupancy.
One of the most important, and time-consuming, steps is preparing a Service Activation Kit (SAK) for import into IPcmdb, the new configuration management database. The SAK — a spreadsheet that tracks all client assets, serial numbers and other key information — is essentially a blueprint for the client’s environment.
After all of the prep work, the migrations go live during an internal conference call spanning several departments. The process usually takes two hours and involves lots of quality assurance – engineers and service delivery managers check everything, tab by tab, application by application.
IPcenter v3 provides a host of new features, and prior to the migrations, the service delivery managers provided in-depth client training. Client feedback has been overwhelmingly positive.