Project No.

Document No.:

Support Handover for ICT Services

Project name insert project name

Release Draft/Final
Date:

Author:

Project
Director:

Project
Champion:

Accountable
Body:

Imperial College - Commercial in Confidence

DOCUMENT HISTORY

Document This document is only valid on the day it was printed.

Loc The source of the document is:
atio
n

Revision History

Revision Author Summary of Changes New Version

date

Distribution This document has been distributed to:

Name Title Date of Issue Version

PURPOSE
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.

CONTENTS

New or Existing Service................................................................................................................3

SUPPORT TEMPLATE FOR CHANGED SERVICES

This document should accompany any technical support documents on the new or upgraded
system.

New or Existing Service

New 

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)

Existing 

Is this a category of an existing Service?

No  Existing Service and category name:

Yes  New category name:

SERVICE DETAILS

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.

Purpose of Service
Describe….

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

Scope or Scale of Service

(small workgroup, large workgroup, cross-dept, campus or college wide)

Service Criticality Calendar

- is this a year-round service or are there certain ‘peak’ usage times anticipated?
SUPPORT QUESTIONS FOR SERVICE DESK
Provide a list of suggested support questions for Central Service Desk to ask before assigning to
expert team for further analysis.

These will be service-specific questions which you would like checked prior to being asked to
further investigate an issue.

KNOWN ISSUES

Provide details of Known Issues and standard resolutions/workarounds (or link to web document)
Outstanding Bugs
Workarounds In Place

DEFAULT PRIORITY

Suggest default priority for jobs logged against this service (4 is standard), mention critical times
when you would like the priority raised for example..

DEPENDENCIES ON THE SERVICE

List dependencies, e.g. other services on which this service is particularly dependent. Do
not include universal dependencies e.g. network.

SEQUENCE OF SUPPORT RESOLUTION

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).

RELEASE PLAN

Indicate any special arrangements in place during implementation/release and

relevant dates.
Activity Date Owner

Support Handover
Deploy to PRD Environment
Sanity PRD Testing
PRD Sign-off
User Access

POST GO LIVE – CRITICAL INCIDENT

What should the support team do if a critical incident occurs within x weeks post go live?
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?

TECHNICAL DOCUMENTATION

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?

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……

ATTACHMENTS