Information Technology Services
<Project ID> - <Project Title>
Service Planning and Support
Checklist
Dec 2014
Doc ID
Version:
Status:
Author:
<ID>
3.0
FINAL
Candice Walker/Laura Akl
Title of Report
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0.1
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Status: Final
Version 2.0
Information Technology Services
Author
Version
Document: ServicePlanningandSupportChecklistv3
Author: Candice Walker
Save Date: 30/6/14
Page 2 of 15
Title of Report
Table of Contents
1
Introduction .......................................................................................................................................................4
1.1
2
Service Strategy................................................................................................................................................5
2.1
3
4
5
Purpose .....................................................................................................................................................4
Service Definition ......................................................................................................................................5
Service Design ..................................................................................................................................................6
3.1
Design .......................................................................................................................................................6
3.2
Legal .........................................................................................................................................................7
3.3
Governance & Risk ...................................................................................................................................7
3.4
Finance & Procurement ............................................................................................................................8
Service Transition .............................................................................................................................................9
4.1
Release .....................................................................................................................................................9
4.2
Documentation & Training – Application (Support Teams) ....................................................................10
4.3
Testing & Capacity Analysis ...................................................................................................................11
4.4
Business Transition.................................................................................................................................12
Service Operations .........................................................................................................................................12
5.1
Support Model.........................................................................................................................................13
5.2
3rd Party Products/Vendor .....................................................................................................................14
5.3
Support Acceptance ...............................................................................................................................14
Status: Final
Version 2.0
Information Technology Services
Document: ServicePlanningandSupportChecklistv3
Author: Candice Walker
Save Date: 30/6/14
Page 3 of 15
Title of Report
1 Introduction
The Service Planning and Support Checklist is used to aid the overall transition of a service whether new or
enhanced into a production environment.
The objective of this checklist is to ensure that all the necessary tasks to be undertaken by ITS, Support Teams
and Vendors/Suppliers are planned and coordinated for a smooth implementation.
1.1
Purpose
The purpose of this document is to provide guidance to staff when planning to transition or handover a new or
upgrade of an application or service.
The checklist items posed are there to prompt the staff thinking when defining the scope and activities of the
various strategies required for implementation and support. The checklist items are not exhaustive, nor do all of
them apply to all service upgrades, enhancements or introductions.
This document should be started at the Planning Phase to assist with completing operational handover and the
Production Support Handover Document.
Status: Final
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Information Technology Services
Document: ServicePlanningandSupportChecklistv3
Author: Candice Walker
Save Date: 30/6/14
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2 Service Strategy
The following section should be used to provide guidance during the Analysis Phase of the project lifecycle.
2.1
Service Definition
Required
(Y/N)
Service Definition
Comment (include any links to existing documents and
artifacts)
1. Complete and validate Service classification matrix with Service Owner
2. Define and document Architectural design requirements
3. Define platform/service monitoring requirements
4. Define operational, platform and KPI reporting needs
Identify the proposed patterns of business activity (to assist in determining
5.
capacity requirements)
6. Identify who manages the website presence and its content (if required).
Define and agree on the (during business and after hour) Support Model,
7.
include external support needs
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3 Service Design
The following sections should be used to provide guidance during the Design and Build phases of the project lifecycle.
3.1
Design
Required
(Y/N)
Design
1.
Complete Technical Design Document
2.
Define and agree on Service/maintenance windows
3.
Confirm and agree on Backup and recovery arrangements
4.
Identify any Service level targets outside of standard ITS SLTs
5.
Define future direction and scalability of this service/application (eg: roadmap)
for the life of the service
Comment
Define problem, service and incident types, groups and CTIs to go into Service
Management Tool
7. Define infrastructure requirements
Define any support/supplier access requirements to the test, development and
8.
production environments
9. Define who will provide passwords, user ids access
Define how the production platform will be accessed eg: via remote dialup,
10.
dedicated link
Identify the data classification of information/data being used, transferred and
11.
stored
12. Define any specific development tools
6.
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3.2
Legal
Legal
1
Verify all external contracts with the RMIT Legal department
2
Verify all contracts are available to the legal department
Verify all key dates for contract reviews have been communicated to the legal
department
3
3.3
Required
(Y/N)
Comment
Required
(Y/N)
Comment
Governance & Risk
Governance & Risk
1
Update version of the University policy and/or procedure impacted by this new
or enhanced service
2
Add ongoing operational risks to Risk Wizard/Daptiv
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3.4
Finance & Procurement
Required
(Y/N)
Finance & Procurement
1
All invoices have been verified and approved against project budget.
2
Overall project financial status is available, highlighting all financial transactions
for the project (including references to budget positions).
3
Cost of service identified for life of service, including licenses
4
All contracts and obligations that can result in financial transactions or have
financial impact (eg. warranty periods) are transferred to the Service/Application
Owner.
5
Procurement has been engaged to ensure that all licenses and purchases follow
standard procurement processes
Status: Final
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Information Technology Services
Comment
Document: ServicePlanningandSupportChecklistv3
Author: Candice Walker
Save Date: 30/6/14
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4 Service Transition
The following sections should be used to provide guidance during the Testing and Implementation Phases of the project lifecycle.
4.1
Release
Required
(Y/N)
Release
1.
Identify ongoing training costs in budget
2.
Identify and pay Support/Maintenance (duration dependant).
3.
Identify and raise changes and releases into the production environment
4.
Identify and communicate testing defect issues and workarounds to SMEs and
Customers/Users
5.
Finalise desktop design and rollout timeframe for the new build (ensure it is
approved and communicated)
6.
Organise desktops are ready for release
7.
Organise MOE
8.
Ensure all systems have been patched to a minimum of N-1 release before golive. If systems cannot be patched to N-1 release exemption must be sought.
9.
Ensure staffing support model in place or advised
Comment
Ensure internal authorisation for Security Test Scripts (virus protection,
10. authentication, firewalls) has been sought.
Plan a migration meeting with sign-off from the following people:
● Project Manager
● Service Management Reviewer - this person chairs the meeting / review
11.
● Project Owner
● Solution Architect
● Release / Deployment Manager
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Save Date: 30/6/14
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●
●
4.2
Test Manager
Service Owner (who will be accepting the handover of the technology)
Documentation & Training – Application (Support Teams)
Documentation & Training – Application (Support Teams)
1.
Organise training of Support Teams (Functional and Technical)
2.
Provide instructions to Support Teams on support requirements and procedures
3.
Document technical design for Applications Architect for ongoing maintenance
4.
Ensure Database Management team attends training for application specific
database configuration
5.
Update application/service in Service Management Tool
6.
Complete Applications Manual as per Project Management methodology
(ensure accessibility by Support teams)
7,
Changes to support processes and procedures are implemented and
communicated
8.
Training sessions are scheduled to match ongoing requirements
9.
Develop High level marketing material
10.
Develop Quick reference guide
11.
Develop Knowledge articles
12.
Document FAQ for support teams
13.
Document FAQ for customers
Status: Final
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Information Technology Services
Required
(Y/N)
Comment
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14.
Develop User manuals
15.
Develop raining artefacts for internal ITS Staff
16.
Develop training artefacts for customers
17.
Handover the Support Contract from project to Service Owner to be executed
4.3
Testing & Capacity Analysis
Required
(Y/N)
Testing & Capacity Analysis
1
Test scripts are received for handover from external organisation
2
Test Manager authorises the Test Plan/Scripts
3
Complete operational testing handover with Testing team, identifying critical
scripts or key issues that require ongoing testing/monitoring
4
The relevant SOE testing documents are approved
5
UAT specifics are approved, scheduled and executed
6
Platform/service monitoring is configured, implemented and tested
7
System undergoes vulnerability scanning (vulnerabilities must be remediated or
risk assessment accepted)
8
Data protection tests are completed
9
Agreed platform configuration management system are configured and tested
(eg: SCCM, Puppet)
10
Complete performance testing
11
Complete functional testing
Status: Final
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Information Technology Services
Comment
Document: ServicePlanningandSupportChecklistv3
Author: Candice Walker
Save Date: 30/6/14
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12
Test backup and restores
13
Complete Load testing
14
Complete User acceptance testing
15
Complete performance & volume testing
16
Complete network capacity analysis
17
Complete penetration testing
4.4
Business Transition
Required
(Y/N)
Business Transition
1.
The new/changed support processes are documented and communicated to the
business
2.
Business improvement metrics are run to capture any process SLA
modifications
3.
The training plan is developed, approved (including ongoing training/user
guides) and executed with the business
4.
The communications plan is updated to reflect potential issues with acceptance
of business changes after project go-live
Comment
5 Service Operations
Status: Final
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The following section should be used to provide guidance during the Implementation Phase of the project lifecycle as part of Support Handover activities.
5.1
Support Model
Required
(Y/N)
Support Model
1.
Comment
Support Model are resourced (During and after hours), Includes external
support needs
Implementation support needs are identified
The following needs to be taken into account when planning an implementation:
●
3.
Support Teams and specific people in those teams identified and added
as stakeholders
● Support Teams include (but not limited to) = Service Support Centre +
Desktop Support (CC), SLC Functional Support, Applications Team,
Web, SAP Functional + Basis, Database Management, DLS (AD) and
Service Management + Telecommunications + Data Centre + Security
(ID)
● Access to systems and infrastructure arranged for those involved with
implementation
● Other support resources identified
Any interim support requirements to be provided by a development group
(internal/external) are defined
4.
Ongoing operational staffing costs and staffing overheads are added to
operational budgets
5.
The need for support team/s to interface with other teams or groups within the
organisation are defined
6.
Tools required for support are defined
7.
Source Code stored using CVS are provided
8.
Application Manual created or updated
2.
Status: Final
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Document: ServicePlanningandSupportChecklistv3
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Save Date: 30/6/14
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9.
5.2
Subject Matter Expert List has been reviewed.
3rd Party Products/Vendor
Required
(Y/N)
3rd Party Products/Vendor
1.
Define Role of 3rd party vendors (if appropriate)
2.
Define 3rd party warranty arrangements
3.
Establish Sub-contractor agreements with the 3rd party vendor (if required)
4.
Create/Update Maintenance Agreements with 3rd Party Vendors
5.
Create/Update Vendor Service Level Agreements
6.
Setup Vendor certification of new/updated application configuration
5.3
Support Acceptance
Required
(Y/N)
Support Acceptance
1.
2.
3.
4.
Comment
Comment
Complete IT Service Desk – First-level service support handover document
Complete Production Support handover document
Complete and provide any further support documentation identified in the
Document Delivery Matrix
Provide environment structure and migration path to relevant Application
Support Team Leader
Status: Final
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Information Technology Services
Document: ServicePlanningandSupportChecklistv3
Author: Candice Walker
Save Date: 30/6/14
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5.
Provide agreed support documentation and source code
6.
Relevant support personnel are trained, including 1st, 2nd and 3rd level support
7.
Users are educated in using the service
8.
Ensure tools to support service are implemented
Coordinate Support Teams so they are in place and ready to provide support for
Warranty (transition) period
10. Ensure Support Teams are in place and ready to provide ongoing support
11. Ensure operational processes are defined, developed, signed off and socialised
9.
5.4
Document Delivery Matrix
The following section provides a table that allows you to populate additional documentation requirements that agreed upon in consultation with Support Teams
throughout the
Document Name
Complete IT Service Desk – First-level service
1.
support handover document
Complete Production Support handover
2.
document
Technical
Design Document
3.
Support Team Requesting
Service Support Centre
All Support Teams
Infrastructure Delivery
Status: Final
Version 2.0
Information Technology Services
Template Location
Start engagement
To be completed
Planning Phase
Pre Implementation
Planning Phase
Pre Implementation
Planning Phase
Pre Implementation
Document: ServicePlanningandSupportChecklistv3
Author: Candice Walker
Save Date: 30/6/14
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