As part of methodologies I've previously discussed, the final phase is something that I call the Post-Deployment phase. Once the project is implemented - or deployed - the delivery team, the customer, and the project move on into the Post-Deployment Phase.
The Post-Deployment Phase is the period of time when the delivery team remains as intact as possible to support the customer and the deployed solution before a final and formal transition to technical, or production support. This post-deployment period is usually somewhere between 30 and 90 days in length (30 is more likely) and that time period is set either during the sales process (and becomes part of the statement of work) or during the kickoff session.
Upon satisfaction of the post-deployment timeframe, support formally moves over to the company's technical or production support team. The template I am unveiling here is a formal document to record that transition process, allowing the project delivery team to identify specific things about the project that the production support team will need to know. While reviewing this document, keep in mind that there are really three very key pieces of information here that the support team will need to know the most about:
- Schedule
- Communication
- Change Control Process
Communication is probably the most important piece here. It looks like a small portion, but in an actual document will need to be blown out much bigger and contain all key contact information for every important point of contact in both the customer organization and the delivery organization.
PROJECT TRANSITION TO PRODUCTION SUPPORT
[Save file name as: client name PRODUCTION SUPPORT yyyymmdd]
Client Name:
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Title:
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Project:
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Date:
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Project #:
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Version:
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PROJECT DESCRIPTION
Provide a brief description of the project objectives and overall performance of the work performed.
SCOPE
Describe the deliverables/actions to be supported. Provide additional documentation as appropriate.
SCHEDULE
Describe the timing for support activities to be performed. Provide additional documentation as appropriate.
COMMUNICATION
Describe all required communication needs for support – What to communicate, to whom, in what format, and when. Provide additional documentation as appropriate.
QUALITY ASSURANCE
Describe the Q/A processes to be performed. Provide additional documentation as appropriate.
COST
Describe the support costs estimated by the project. Provide additional documentation as appropriate.
CHANGE CONTROL PROCESS
Describe how changes to the Production Support process will be addressed. Provide additional documentation as appropriate.