Journey Centric Delivery Methodology FAQ

Here is a list of frequently asked questions for the Journey Centric Delivery Methodology Team


Methodology Materials/Support

What is Journey Centric Delivery?
Journey Centric Delivery is a method that focuses on delivering Journeys that cut across departmental and channels boundaries. Build a process once, then deploy the same process across multiple channels (Contact Center, web, mobile, etc.) with Pega managing the technical complexities. Journeys are deployed to live either singly or in small groups.

Who can I contact if I have questions regarding Journey Centric Delivery services & materials?
If you have any questions regarding Journey Centric Delivery materials & services, please contact us at

Where can I find an overview of information on the Journey Centric Delivery Methodology?
You can find the high-level overview of the Journey Centric Delivery Methodology in our 'Deliver your Pega Project' main landing page here
Also, you can find the detailed descriptions of each Journey Centric Delivery Methodology stage in our 'The Pega Delivery Stages' article here

Where can I find a copy of the Readiness Checklist template?
You can find a copy of the Readiness Checklist template in Excel here & in Word here.  

Where can I find a copy of the latest Case Type Backlog?
You can find a copy of the latest Case Type Backlog here

Where can I find the latest updates to the Journey Centric Delivery Methodology?
We are currently working on the 'What's New' Page, which will be a part of our 'Deliver your Pega Project' main landing page.
Meanwhile, please refer to "Things You Should Know" emails from the marketing team for the latest Journey Centric Delivery Methodology updates. 


Case Type Backlog

When should the Case Type Backlog be created?
The Case Type Backlog’s first intent is to assist during the initial Discover process by providing the potential client with early indications of the size and scope of the initial Minimal Loveable Product (MLP) release. Therefore, it is developed as early during the Discover phase when the information it requires can be obtained.

Who is responsible for creating the Case Type Backlog?
If there is a new license sale, the Solution Consultant is responsible for creating the Case Type Backlog. This is then handed over to the PL as part of the Sales to Services Transition.
If there is not a new license sale, i.e. radiation at an existing client, the PL is responsible for creating the Case Type Backlog (most likely delegated to an EL, LBA, etc).
In both the above cases, sales and services may collaborate for the success of the sale/client success.
In all cases, the PL is always responsible for the project factors tab and reviewing the CTB. That is, the PL owns the overall sizing.

How long does it take to produce a Case Type Backlog?
Most of the time involved in producing a Case Type Backlog is in identifying journeys, micro-journeys, business scenarios, and case types. These can come from conversations that are brief or long … few or many. So it’s difficult to give a simple answer. 
Experience is showing, though, that on average the entire process takes somewhere around 5 – 6 hours. But do note that your mileage may vary.

When do we use the Case Type Backlog, and when do we use the Sizing Tool?
The Case Type Backlog is created early in the Discover stage for full implementations.
The Sizing Tool is used later in the Discover stage – when the client needs an exact price - for full implementations.

Published June 12, 2019 — Updated July 19, 2019

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