Information Technology Services
<Project ID> - <Project Title>
Service Planning and Support Checklist
Dec 2014
Doc ID / <ID>
Version: / 3.0
Status: / FINAL
Author: / Candice Walker/Laura Akl
Information Technology Services / Status: Final
Version 2.0 / Document: ServicePlanningandSupportChecklistv3
Author: Candice Walker
Save Date: 30/6/14
Page 1 of 15
Title of Report
Document Control
Printed versions of this document or versions stored elsewhere are subject to change without notice and should be considered ‘uncontrolled’. Please contact the Author to ensure you have the latest version.
Changes to the ‘controlled’ version will not be performed without prior consent from the author and agreed approver. Upon completion of such changes, the revised document will be delivered to all persons listed below.
Document Author
Name / Role / Contact DetailsRevision History
Version / Date / Comment / Editor0.1 / Initial Draft
Authorisation
Name / Role / Area / Signature(or email approval to be attached) / Date
Document Distribution
Name / Role / Area / DateReferenced Documents
Doc ID / Doc Title / Location / Author / VersionTable of Contents
1Introduction
1.1Purpose
2Service Strategy
2.1Service Definition
3Service Design
3.1Design
3.2Legal
3.3Governance & Risk
3.4Finance & Procurement
4Service Transition
4.1Release
4.2Documentation & Training – Application (Support Teams)
4.3Testing & Capacity Analysis
4.4Business Transition
5Service Operations
5.1Support Model
5.23rd Party Products/Vendor
5.3Support Acceptance
Information Technology Services / Status: Final
Version 2.0 / Document: ServicePlanningandSupportChecklistv3
Author: Candice Walker
Save Date: 30/6/14
Page 1 of 15
Title of Report
Information Technology Services / Status: Final
Version 2.0 / Document: ServicePlanningandSupportChecklistv3
Author: Candice Walker
Save Date: 30/6/14
Page 1 of 15
Title of Report
1Introduction
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.
1.1Purpose
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.
Information Technology Services / Status: Final
Version 2.0 / Document: ServicePlanningandSupportChecklistv3
Author: Candice Walker
Save Date: 30/6/14
Page 1 of 15
Title of Report
2Service Strategy
The following section should be used to provide guidance during the Analysis Phase of the project lifecycle.
2.1Service Definition
Service Definition / Required(Y/N) / Comment (include any links to existing documents and artifacts)
Complete and validate Service classification matrix with Service Owner
Define and document Architectural design requirements
Define platform/service monitoring requirements
Define operational, platform and KPI reporting needs
Identify the proposed patterns of business activity (to assist in determining capacity requirements)
Identify who manages the website presence and its content (if required).
Define and agree on the (during business and after hour) Support Model, include external support needs
3Service Design
The following sections should be used to provide guidance during the Design and Build phases of the project lifecycle.
3.1Design
Design / Required(Y/N) / Comment
Complete Technical Design Document
Define and agree on Service/maintenance windows
Confirm and agree on Backup and recovery arrangements
Identify any Service level targets outside of standard ITS SLTs
Define future direction and scalability of this service/application (eg: roadmap) for the life of the service
Define problem, service and incident types, groups and CTIsto go into Service Management Tool
Define infrastructure requirements
Define any support/supplier access requirements to the test, development and production environments
Define who will provide passwords, user ids access
Define how the production platform will be accessed eg: via remote dialup, dedicated link
Identify the data classification of information/data being used, transferred and stored
Define any specific development tools
Information Technology Services / Status: Final
Version 2.0 / Document: ServicePlanningandSupportChecklistv3
Author: Candice Walker
Save Date: 30/6/14
Page 1 of 15
Title of Report
3.2Legal
Legal / Required(Y/N) / Comment
1 / Verify all external contracts with the RMIT Legal department
2 / Verify all contracts are available to the legal department
3 / Verify all key dates for contract reviews have been communicated to the legal department
3.3Governance & Risk
Governance & Risk / Required(Y/N) / Comment
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
3.4Finance & Procurement
Finance & Procurement / Required(Y/N) / Comment
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
4Service Transition
The following sections should be used to provide guidance during the Testing and Implementation Phases of the project lifecycle.
4.1Release
Release / Required(Y/N) / Comment
Identify ongoing training costs in budget
Identify and pay Support/Maintenance (duration dependant).
Identify and raise changes and releases into the production environment
Identify and communicate testing defect issues and workarounds to SMEs and Customers/Users
Finalise desktop design and rollout timeframe for the new build (ensure it is approved and communicated)
Organise desktops are ready for release
Organise MOE
Ensure all systems have been patched to a minimum of N-1 release before go-live. If systems cannot be patched to N-1 release exemption must be sought.
Ensure staffing support model in place or advised
Ensure internal authorisation for Security Test Scripts (virus protection, 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
●Project Owner
●Solution Architect
●Release / Deployment Manager
●Test Manager
●Service Owner (who will be accepting the handover of the technology)
4.2Documentation & Training – Application (Support Teams)
Documentation & Training – Application (Support Teams) / Required(Y/N) / Comment
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
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 Ownerto be executed
4.3Testing & Capacity Analysis
Testing & Capacity Analysis / Required(Y/N) / Comment
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 / Systemundergoes 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
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
4.4Business Transition
Business Transition / Required(Y/N) / Comment
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
5Service Operations
The following section should be used to provide guidance during the Implementation Phase of the project lifecycle as part of Support Handover activities.
5.1Support Model
Support Model / Required(Y/N) / 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:
●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
Ongoing operational staffing costs and staffing overheads are added to operational budgets
The need for support team/s to interface with other teams or groups within the organisation are defined
Tools required for support are defined
Source Code stored using CVS are provided
Application Manual created or updated
Subject Matter Expert List has been reviewed.
5.23rd Party Products/Vendor
3rd Party Products/Vendor / Required(Y/N) / Comment
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
5.3Support Acceptance
Support Acceptance / Required(Y/N) / 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
Provide agreed support documentation and source code
Relevant support personnel are trained, including 1st, 2nd and 3rd level support
Users are educated in using the service
Ensure tools to support service are implemented
Coordinate Support Teams so they are in place and ready to provide support for Warranty (transition) period
Ensure Support Teams are in place and ready to provide ongoing support
Ensure operational processes are defined, developed, signed off and socialised
5.4Document 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 / Support Team Requesting / Template Location / Start engagement / To be completedComplete IT Service Desk – First-level service support handover document / Service Support Centre / Planning Phase / Pre Implementation
Complete Production Support handover document / All Support Teams / Planning Phase / Pre Implementation
Technical Design Document / Infrastructure Delivery / Planning Phase / Pre Implementation
Information Technology Services / Status: Final
Version 2.0 / Document: ServicePlanningandSupportChecklistv3
Author: Candice Walker
Save Date: 30/6/14
Page 1 of 15