Information Services Project Management Office (ISPMO) Transition to Service

HOW TO USE THIS TEMPLATE:

Introduction

This template is designed to help transitioning a project to a service. In cases where the project outcome is not a user facing service, this template should still be used to define the operational procedures required for on-going support and maintenance.

This template will be completed by the Project Manager with the involvement of IT Services Operations/User Services managers, or nominees (internal IT Services support focus), and any business unit managers, or nominees, with support responsibilities (customer focus).

This template will be aligned with User Services service and transitioning documentation when this is available.

Completing the template

Download the file directly from the website and provide as much information as possible. In particular, the location(s) of all relevant support documentation should be clear and those requiring access to this documentation should be specified.

When the template is complete, the Transition to Service document should be emailed to the ISPMO at .

Prior to emailing, you should delete this page and all [....] prompt text.

ISPMO Project Documentation

On receipt of the Project Proposal, the ISPMO will establish a fileshare to store this document and all subsequent project documentation at \\nas.ucc.ie\groups\ITServices\ITStaff\ISPMO\Project_Code\Documents .

Approvals

This document requires approval by:

·  Users Services Manager

·  Head of SNO

·  ITS Management Team

Information Services Project Management Office

ISPMO

Transition to Service

Project Title: [Enter Project Name]

Version:

Date:

Author:

To be completed by ISPMO:

Project Code:

Project Documents stored at:

Revision History

Date of this revision:
Version Number / Revision Date / Summary of Changes

Approvals

This document requires approval by the User Services Manager, Head of SNO and the IT Services Management Team.

Approved By / Date / Version / Notes

Distribution

This document has been distributed to:

Name / Title / Version / Date

Table of Contents

1.  User Focus

2.  IT Services Focus

3.  Service Details

4.  Service Parameters

5.  Web Publication

6.  Go Live and Review Dates

7.  Other Information

1.  User Focus

[Outline product handover and user acceptance procedures]

2.  IT Services Focus

a.  Operational procedures

[Outline documented operational procedures, referring to documentation and its location. List all staff who need to use this documentation and ensure that they have access to it.]

b.  User Support Processes

[Include a link to all user support documentation]

c.  Training

[Detail training which has been given to support staff and User Services staff, and any other relevant parties]

d.  Unresolved Issues and Actions

[Itemise any unresolved issues and follow-on actions. The RAID log should show all other items as resolved/completed. Only items within scope of the project should be listed here]

e.  Request for Service Process

[If the project outcome is a service which supports user request, detail the request process and refer to documentation]

f.  On-going Vendor Inputs

[Provide details of on-going vendor inputs to support and maintenance, in particular mention the vendor requirements in relation to access privileges and times of access; vendor contact details should be provided. Attach any relevant service contracts/SLAs]

3.  Service Details

[Provide details to be included in the service catalogue]

Service Description:

IT Manager Ownership:


External Business Owner:

Internal Service Owner:

Day to Day Operations (1st line support):

2nd line support:

4.  Service Parameters

[Provide service parameters as per operational requirements. At a minimum include:

·  Expected service availability: e.g. M-F, 24X7, on/off campus

·  Service Users: Staff only, subset of staff, students …etc.

·  Service RTO:

·  Dependencies on existingITS Services: e.g. ‘central’account or Application authentication, NAS….etc.

·  Client device platforms supported and versions: e.g. MS Windows, Apple OSX, Apple IOS, Android, Browsers; in particular, mention any exceptions]

5.  Web Publication

[Include any description, forms, etc. to be published on IT Services website]

6.  Go Live and Review Dates

[Enter Go Live Date, and anticipated Date for Review and End of Project. The intervening period can be considered as a warranty period during which the Project Team will be available to provided intensive support]

7.  Other Information

[Describe any other information deemed appropriate]