Operations And Support Plan Template

[INSERT PROJECT NAME] OPERATIONS AND SUPPORT PLAN EXECUTIVE SPONSOR – [INSERT NAME] BUSINESS OWNER -[INSERT NAME] PROJECT MANAGER – [INSERT NAME] ORIGINAL PLAN DATE: [INSERT DATE, SPELLED OUT] REVISION DATE: [INSERT DATE, SPELLED OUT] REVISION: [INSERT NUMBER] Department of Information Technology Operations and Support Page 2 ABOUT THIS DOCUMENT This document initiated in the Plan Phase begins the process of defining the transition of the project’s product deliverable to operations. The document should be revised during the Define, Design, Build, Test and Deploy phases as the project develops its knowledge and understanding of the operations and support required for the finished product. It is anticipated that there will be some overlap with other targeted project documents such as Training, and Deployment. It is also anticipated that this document and its subject matter will be transferred over to the product’s operations teams. Department of Information Technology Operations and Support Page 3 REVISION HISTORY REVISION NUMBER DATE COMMENT 1.0 August 14, 2007 Original DoIT PMO Document Department of Information Technology Operations and Support Page 4 Table of Contents ABOUT THIS DOCUMENT ................................................................................................................ 2 REVISION HISTORY......................................................................................................................... 3 1 INTRODUCTION..................................................................................................................... 5 2 END USER SUPPORT ................................................................................................................ 5 2.1 OBJECTIVES................................................................................................................................5 2.2 STRATEGY ...................................................................................................................................5 2.3 DEVELOPMENT SCHEDULE ............................................................................................................5 2.4 COMMUNICATIONS PLAN ............................................................................................................6 2.5 COST ESTIMATES ..........................................................................................................................6 3 OPERATIONAL SUPPORT ........................................................................................................ 6 3.1 OBJECTIVES................................................................................................................................6 3.2 STRATEGY ...................................................................................................................................6 3.3 DEVELOPMENT SCHEDULE ............................................................................................................7 3.4 COMMUNICATIONS PLAN ............................................................................................................7 3.5 COST ESTIMATES ..........................................................................................................................7 4 TECHNICAL SUPPORT AND MAINTENANCE.......................................................................... 7 4.1 OBJECTIVES................................................................................................................................8 4.2 STRATEGY ...................................................................................................................................8 4.3 DEVELOPMENT SCHEDULE ............................................................................................................8 4.4 COMMUNICATIONS PLAN ............................................................................................................8 4.5 COST ESTIMATES ..........................................................................................................................8 5 ATTACHMENTS ....................................................................................................................... 9 5.1 END USER SUPPORT MANUALS......................................................................................................9 5.2 OPERATIONAL SUPPORT MANUALS................................................................................................9 5.3 TECHNICAL SUPPORT MANUALS ....................................................................................................9 Department of Information Technology Operations and Support Page 5 1 INTRODUCTION [Purpose of this Section: Provide a brief overview of the system. Reference other documents that provide additional information about the system, its purpose, and its relationship to business processes.] 2 END USER SUPPORT [Purpose of this Section: Define what support is to be provided for the end user and how that support structure is to be constructed.] 2.1 OBJECTIVES [Purpose of this Section: State end user support objectives. Consider the criticality of the application to the business function to determine hours and response time and response levels. Review site locations to determine language objectives.] 2.2 STRATEGY [Purpose of this Section: State the overall strategy or proposed solution(s) for providing end user support to meet the stated objectives. Will there be central help desk support? Is there to be a regional end user support? Where would the regional units be located? Is there to be local on-site support? What are the responsibilities of the local support, regional support, and central support organizations?] 2.3 DEVELOPMENT SCHEDULE [Purpose of this Section: Identify major deliverables and tasks that must be done to create the end user support organizations and support procedures and establish agreements or contracts for outsourced services. Document the work to be done in a Work Breakdown Structure (WBS.) Identify work dependencies and assign resources to execute the work. Coordinate this schedule with the overall project Department of Information Technology Operations and Support Page 6 schedule to ensure that end user support is available when the system goes into production usage.] 2.4 COMMUNICATIONS PLAN [Purpose of this Section: Identify audiences that need to be informed about end user support and the type of information they need. Document how and when this information is to be provided to them. Consider problem escalation and resolution and how this communication is to occur.] 2.5 COST ESTIMATES [Purpose of this Section: Develop and document cost estimates for creating end user support organizations and procedures. Develop and document cost estimates for providing ongoing support for the end user. Identify timing for when costs are expected to occur as the system and support are developed and deployed.] 3 OPERATIONAL SUPPORT [Purpose of this Section: Define what support is to be provided for ongoing system operations.] 3.1 OBJECTIVES [Purpose of this Section: State operational support objectives. Consider the criticality of the application to the business function to determine hours and response time and types. Define objectives for maintaining the integrity of the system through data backup and disaster recovery.] 3.2 STRATEGY [Purpose of this Section: State the overall strategy or proposed solution(s) for providing operational support to meet the stated objectives. Is there a central operations group for this system? Is there to be regional operational support? Where would the regions be located? Is there to be local, on-site support? What Department of Information Technology Operations and Support Page 7 are the responsibilities of the local support, regional support, and central support organizations?] 3.3 DEVELOPMENT SCHEDULE [Purpose of this Section: Identify major deliverables and tasks that must be done to create operational support organizations and operation manual and establish agreements or contracts for outsourced services. Document the work to be done in a Work Breakdown Structure (WBS.) Identify work dependencies and assign resources to execute the work. Coordinate this schedule with the overall project schedule to ensure that operational support is available when the system goes into production usage.] 3.4 COMMUNICATIONS PLAN [Purpose of this Section: Identify audiences that need to be informed about operational support and the type of information that need. Document how and when this information is to be provided to them. Consider problem escalation and resolution and how this communication is to occur.] 3.5 COST ESTIMATES [Purpose of this Section: Develop and document cost estimates for creating operational support organizations and manuals. Develop and document cost estimates for providing ongoing operational support. Identify timing for when costs are expected to occur as the system and support are developed and deployed. Develop and document cost estimates for providing ongoing operational support including disaster recovery considerations.] 4 TECHNICAL SUPPORT AND MAINTENANCE [Purpose of this Section: Define the technical support and system maintenance to be provided to end users, end user support personnel, and operation support staff.] Department of Information Technology Operations and Support Page 8 4.1 OBJECTIVES [Purpose of this Section: State technical support and system maintenance objectives. Consider the criticality of the application to the business function to determine hours and response time and response types. Review site locations to determine language objectives.] 4.2 STRATEGY [Purpose of this Section: State the overall strategy or proposed solution(s) for providing technical support and system maintenance to meet the stated objectives. Will there be central technical support? Is there to be regional technical support? Where would the regions be located? Is there to be local, on-site technical support? What are the responsibilities of the local support, regional support, and central support organizations?] 4.3 DEVELOPMENT SCHEDULE [Purpose of this Section: Identify major deliverables and tasks that must be done to create the technical support organizations and support procedures and establish agreements or contracts for outsourced services. Document the work to be done in a Work Breakdown Structure (WBS.) Identify work dependencies and assign resources to execute the work. Coordinate this schedule with the overall project schedule to ensure that technical support is available when the system goes into production usage.] 4.4 COMMUNICATIONS PLAN [Purpose of this Section: Identify audiences that need to be informed about technical support and the type of information that need. Document how and when this information to be provided to them. Consider change control and problem escalation and resolution and how this communication is to occur.] 4.5 COST ESTIMATES Department of Information Technology Operations and Support Page 9 [Purpose of this Section: Develop and document cost estimates for creating technical support and system maintenance organizations and manuals. Develop and document cost estimates for providing ongoing technical support. Identify timing for when costs are expected to occur as the system and support are developed and deployed.] 5 ATTACHMENTS 5.1 END USER SUPPORT MANUALS 5.2 OPERATIONAL SUPPORT MANUALS 5.3 TECHNICAL SUPPORT MANUALS