Project Information
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Description
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Was temporary documentation created for the project that needs to be updated or deleted/unpublished?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).
Authorization to Operate (AtO)
Did the project follow the AtO process?
Project documentation URL (permanent storage location):
☐ Yes
☐ No
☐ N/A
If yes, URL for AtO documents:
Testing Functionality
Did the project include application testing? ☐ Yes
☐ No
☐ N/A
If yes, URL for test plans:
Testing Accessibility
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
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?
iTrack
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
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:
Stakeholders
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
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:
Service Issues
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
Does the service have specific individuals named to support the service? ☐ Yes
☐ No
☐ N/A
If yes, who:
Unit Roles
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
Is the department as a whole aware of the release of a new service or service changes that would have warranted a project? ☐ Yes
Lifecycle
☐ No
☐ N/A
Has a lifecycle (maintenance/upgrade/refresh & renew) been created for this service? ☐ Yes
☐ No
☐ N/A
If yes, URL:
Licensing
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:
Provisioning Process
Is the provisioning of the service for individuals/departments/faculties documented? ☐ Yes
☐ No
☐ N/A
If yes, URL:
Termination Process
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:
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: Issue
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Description
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