Project Transition to Production Support

Posted by Brad Egeland

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 moves 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 techical 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 in 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 it 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]

clip image001 Project Transition to Production Support

Client Name:

Title:

Project:

Date:

Project #:

Version:

clip image002 Project Transition to Production Support

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.

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Related posts:

  1. Project Phase 8 – Post-Deployment
  2. Project Phase 7 – Deployment
  3. A Quick Guide Project Management Methodology
  4. Lessons Learned
  5. Managing Change on an IT Project: Part 3 – Implementing Change

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