Service Transition Checklist – Insert name of project (w/ Eclipse #)
This document identifies factors to consider when transitioning an ITS project from the project team to a service team. Please note that not all information contained within this checklist will apply to all ITS projects.
Identifying Information
Project Manager:
Service Owner:
Project Sponsor:
Project Information
Project
Documentation -
Roles
It is helpful to the service team to understand the project team members and the role(s) they played on the project.
Does documentation exist outlining roles and responsibilities within the project?
☐ Yes ☐ No ☐ N/A
If yes, URL:
Project
Documentation -
Business
Requirements
As part of the service team, team members evaluate the effectiveness of the service. To do this, knowing the business requirements for the project are essential.
Does documentation exist outlining the business requirements?
☐ Yes ☐ No ☐ N/A
If yes, URL:
Project
Documentation -
Decision Log
Does the service team understand the decisions that were made throughout the project?
☐ Yes ☐ No ☐ N/A
If yes, URL:
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Project
Documentation -
Communications
Does the service team understand the communications plan for the project (i.e. to ensure the service is managed in a manner consistent with project communications)
☐ Yes ☐ No ☐ N/A
If yes, URL:
Project
Documentation –
Temporary
Was temporary documentation created for the project that needs to be updated or deleted/unpublished?
☐ Yes ☐ No ☐ N/A
If yes, URL:
Project
Documentation –
Permanent
Location
The service team may need to refer back to project documentation
(implementation plan, communications plan, etc).
Project documentation URL (permanent storage location):
Authorization to
Operate (AtO)
Did the project follow the AtO process?
☐ Yes ☐ No ☐ N/A
If yes, URL for AtO documents:
Testing -
Functionality
Testing -
Accessibility
Did the project include application testing?
☐ Yes ☐ No ☐ N/A
If yes, URL for test plans:
Is the solution accessible?
☐ Yes ☐ No ☐ N/A
If yes, URL of plans or comments if vendor confirmed accessibility compliance:
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Testing - Security Did the project include security testing (ITS or vendor)?
☐ Yes ☐ No ☐ N/A
If yes, URL for ITS test plans:
If yes, URL for vendor test plans:
Training - End
User
Has end user training occurred during the project (e.g. hands-on workshops, user information sessions)?
☐ Yes ☐ No ☐ N/A
Comments:
Training -
Administrator
Has application administrator training occurred during the project?
☐ Yes ☐ No ☐ N/A
If yes, who:
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Early Adopters iTrack
Did the project include any early adopters external to ITS?
☐ Yes ☐ No ☐ N/A
If yes, who:
If yes, is anything needed to transition these users from the project support model to the long-term service support model?
Does this service require a service team to be created in iTrack (in the IT Support
Centre workspace)?
☐ Yes ☐ No ☐ N/A
If yes, has this been done?
☐ Yes ☐ No ☐ N/A
Service Information
Service page Enterprise level services should have a service page outlining high level information about the service on the ITS website.
Service Page exists:
☐ Yes ☐ No ☐ N/A
If yes, URL:
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SLA
Stakeholders
Enterprise services should have an ITS service level agreement (SLA), and there may also be a vendor SLA.
ITS SLA exists:
☐ Yes ☐ No ☐ N/A
If yes, URL:
Vendor SLA exists:
☐ Yes ☐ No ☐ N/A
If yes, URL:
Does the service have any specific stakeholders identified?
☐ Yes ☐ No ☐ N/A
If yes, who (individuals or specific departments/faculties):
End User Support There should be clarity around who supports the end users. This includes initial end user contact right through to escalations needing investigation, configuration changes, or bug fixes.
Do the service team and ITS units (OCIO, ES, SS, Infra) understand the support workflow (i.e. has this been communicated to the appropriate people/units)?
☐ Yes ☐ No ☐ N/A
Is the support workflow documented?
☐ Yes ☐ No ☐ N/A
If yes, URL:
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Support Level
Service Issues
Is the support for the service expected to be higher during a specific timeframe
(e.g. for the first 2 weeks after implementation; every June/July, etc)? If so, please explain:
In the event that the ITS team(s) providing end user support need(s) to escalate the issue to the vendor, is it understood who will do this (i.e. has this been communicated to the appropriate people/units)?
☐ Yes ☐ No ☐ N/A
Is the escalation process documented?
☐ Yes ☐ No ☐ N/A
If yes, URL:
Are there any special vendor considerations (e.g. only X number of people or specifically named people can contact the vendor for support):
Service
Documentation -
End User
Has end user documentation been created (other than the service page and SLA):
☐ Yes ☐ No ☐ N/A
If yes, URL:
Service
Documentation -
Internal
Does internal service documentation exist (e.g. server architecture diagrams,
SOPs, etc)?
☐ Yes ☐ No ☐ N/A
If yes, URL:
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Service Team
Unit Roles
Does the service have specific individuals named to support the service?
☐ Yes ☐ No ☐ N/A
If yes, who:
Have the roles of maintaining the service been defined within the various units
(what do SS, ES, Infras, and OCIO do to maintain the service)?
☐ Yes ☐ No ☐ N/A
If yes, is it documented:
☐ Yes ☐ No ☐ N/A
If yes, URL:
Change Control Will the service use our default service maintenance windows?
☐ Yes ☐ No ☐ N/A
If no, please provide the reasoning:
Backups Does this service include data backups?
☐ Yes ☐ No ☐ N/A
If yes, what is the backup schedule:
If yes, is the recovery process documented:
☐ Yes ☐ No ☐ N/A
If yes, URL:
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ITS Awareness
Lifecycle
Licensing
Provisioning
Process
Termination
Process
Is the department as a whole aware of the release of a new service or service changes that would have warranted a project?
☐ Yes ☐ No ☐ N/A
Has a lifecycle (maintenance/upgrade/refresh & renew) been created for this service?
☐ Yes ☐ No ☐ N/A
If yes, URL:
Are there licensing renewals that will be needed for this service?
☐ Yes ☐ No ☐ N/A
If yes, explain:
If yes, who is responsible and do they know they are responsible:
Is the provisioning of the service for individuals/departments/faculties documented?
☐ Yes ☐ No ☐ N/A
If yes, URL:
Is the termination of the service for individuals/departments/faculties documented (e.g. when people retire; leave the university)?
☐ Yes ☐ No ☐ N/A
If yes, URL:
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Transition
Meeting
Is a project team to service team transition meeting necessary?
☐ Yes ☐ No ☐ N/A
Comments:
Issue
Access/
Permissions
Are the various access levels and permissions within the service documented?
☐ Yes ☐ No ☐ N/A
If yes, URL:
Who has access (including production, preview, development environments):
Outstanding Issues for Service Team
Are there outstanding issues that the service team should be aware of? If so, please list them below and indicate the urgency of a resolution:
Description
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