NICE CXone uses a change management process documented within the company's intranet. This documentation includes named members of a Change Advisory Board (CAB). CAB is comprised of stakeholders from:
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Engineering.
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Operations.
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Customer service teams.
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Corporate IT and Network engineering, for Corporate IT change control items.
Change management landscapes may differ within changes for network, software, corporate, or security operations. Most landscapes go through a review prior to undergoing the CAB peer review. The purpose of this prior review is to expose issues before promoting a change to CAB.
There is a preauthorized change request process for standard, common changes. These preauthorized changes are documented, peer reviewed, and approved as a class of changes. They don't need to go through a review for each instance of the change.
All production changes require the creation of a Change Control Request (CCR). CCRs are handled within the company's internal ticketing documentation process.
An Emergency Change Control Board (ECCB) meets whenever necessary to respond to threats. The purpose of an ECCB is to assess and remediate zero-day threats and other vulnerabilities.
NICE CXone has a set maintenance window cadence. This cadence includes maintenance notifications to
A dedicated QA team develops and tests all changes. They do so in the following environments:
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Lab
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Staging
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Beta testing
After testing, the QA team releases the approved changes to the production environment.
NICE CXone provides a support information security site for
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View system health and service information.
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Obtain information about events.
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Initiate and receive notifications.
The change management process ensures that changes are:
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Recorded
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Evaluated
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Authorized
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Prioritized
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Planned
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Tested
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Implemented
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Documented
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Reviewed