<p> Project No.:</p><p>Document No.:</p><p>Support Handover for ICT Services</p><p>Project name insert project name</p><p>Release Draft/Final Date:</p><p>Author:</p><p>Project Director:</p><p>Project Champion:</p><p>Accountable Body:</p><p>Imperial College - Commercial in Confidence Project No.:</p><p>Document No.:</p><p>DOCUMENT HISTORY</p><p>Document This document is only valid on the day it was printed. Loc The source of the document is: atio n</p><p>Revision History</p><p>Revision Author Summary of Changes New Version date</p><p>Distribution This document has been distributed to:</p><p>Name Title Date of Issue Version</p><p>PURPOSE</p><p>The purpose of this document is to assist a smooth handover for a new or upgraded system into support services. This document should refer to technical support guides and implementation documents as appropriate. </p><p>CONTENTS</p><p>Support Template For Changed Services...... 3 New or Existing Service...... 3 Service Details...... 3 Purpose of Service...... 3 User Information...... 3 Scope or Scale of Service...... 3 Service Criticality Calendar...... 3 Support Questions for Service Desk...... 4 Known Issues...... 4 Default Priority...... 4 Dependencies on the Service...... 4 Sequence of Support Resolution...... 4 Release Plan...... 4 Post Go Live – Critical Incident...... 4 Technical Documentation...... 5 Attachments...... 5</p><p>Imperial College - Commercial in Confidence 0799f7e092a62171f5bb9be91c5ec0a9.doc insert project name Date: . </p><p>Page 3 0799f7e092a62171f5bb9be91c5ec0a9.doc insert project name Date: . </p><p>SUPPORT TEMPLATE FOR CHANGED SERVICES</p><p>This document should accompany any technical support documents on the new or upgraded system.</p><p>New or Existing Service</p><p>New </p><p>Provide the Service Name (the name by which the ‘users’ will call the system): (This can be in the Marval format of: <High level descriptor><Service Name><Sub-category> Or simply a descriptive name)</p><p>Existing </p><p>Is this a category of an existing Service?</p><p>No  Existing Service and category name: Yes  New category name:</p><p>SERVICE DETAILS</p><p>If the service is new then describe in detail using the following sub-headings, if this is an upgrade then describe the new functionality in context to the existing service. </p><p>Purpose of Service Describe….</p><p>User Information User Group Estimated No of Users Internal or External i.e. staff, students, postgrads i.e. <10, <100, 100-1000, 1000+ i.e. important to understand if non-College members will be seeking assistance</p><p>Scope or Scale of Service (small workgroup, large workgroup, cross-dept, campus or college wide)</p><p>Service Criticality Calendar - is this a year-round service or are there certain ‘peak’ usage times anticipated?</p><p>Page 4 0799f7e092a62171f5bb9be91c5ec0a9.doc insert project name Date: . SUPPORT QUESTIONS FOR SERVICE DESK</p><p>Provide a list of suggested support questions for Central Service Desk to ask before assigning to expert team for further analysis. </p><p>These will be service-specific questions which you would like checked prior to being asked to further investigate an issue.</p><p>KNOWN ISSUES</p><p>Provide details of Known Issues and standard resolutions/workarounds (or link to web document) Outstanding Bugs Workarounds In Place</p><p>DEFAULT PRIORITY</p><p>Suggest default priority for jobs logged against this service (4 is standard), mention critical times when you would like the priority raised for example..</p><p>DEPENDENCIES ON THE SERVICE</p><p>List dependencies, e.g. other services on which this service is particularly dependent. Do not include universal dependencies e.g. network.</p><p>SEQUENCE OF SUPPORT RESOLUTION</p><p>Normally 1st line help will attempt to resolve issues logged at time of call by referring to the above information. Where this is unsuccessful, jobs will be assigned to local support teams (2nd line) or in some cases directly to specialist support teams (3rd line). Please indicate: a. 3rd line specialist support team for this application, and b. Should support calls for this service bypass 2nd line and go direct to 3rd line (default is NO).</p><p>RELEASE PLAN</p><p>Indicate any special arrangements in place during implementation/release and relevant dates. Activity Date Owner</p><p>Support Handover Deploy to PRD Environment Sanity PRD Testing PRD Sign-off User Access</p><p>POST GO LIVE – CRITICAL INCIDENT</p><p>What should the support team do if a critical incident occurs within x weeks post go live?</p><p>Page 5 0799f7e092a62171f5bb9be91c5ec0a9.doc insert project name Date: . For example: - If a data issue, assemble the project team to assess options; present options to xxx Where is the back-out plan stored – did it get handed across to Support and PRD? Who would be the key decision makers?</p><p>TECHNICAL DOCUMENTATION</p><p>What supporting documentation has been completed? Has this documentation been handed over to support? Is there any other project documentation that may be useful? Where would this be stored?</p><p>Please add any further information relevant to supporting this service, eg URL for support documentation, specific training requirements etc. Document Name Status Handed to Support Technical Support Guide Yes / No User Training Guide Yes / No Implementation Document Project Security Requirements Project Network Requirements Project Platform Requirements Data Model document Etc……</p><p>ATTACHMENTS</p><p>Page 6</p>