3rd Party Handover Template
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The following sections outlines the hand over areas to consider when handing over from the project team to the a 3rd Party or external party.
Training
Outline the staff members involved and how those staff who will provide ongoing support and management of the system will be trained and to what level. This could be:
On-the-job training (post-implementation)
Secondment to the project
Overview sessions
Teach themselves
Already have the skills (in existing staff or staff to be recruited)
Other
Equipment
Provide details of the equipment that the Project has delivered into the Production environment, such as:
Outline how the equipment mentioned in Section 2 will be moved or disposed of, when, etc.
When does responsibility move from the project team to the Production Support Team/s.
When do support and maintenance contracts commence, and when does the Production Support Team pick up the operational costs.
Documentation
Copies of the documentation associated with the project will be handed over electronically as well as in hard copy. Identify:
Who the documentation will be handed over to and when
What formats it will be in
At what point it becomes the responsibility of the Production Support Team to update and circulate changes
How many copies will be made available and to whom
What documentation will be made available in Knowledge articles or CMDB.
Administration Guide (Central and remote requirements, including system/data/backup solution)
User Guide (including quick reference cards and/or templates)
Systems documentation:
Design
Build (also to include system management software)
Interface and integration documentation with other systems
Licensing
Relevant licenses
Testing
Results
Test cases (applicable and part of the contractual agreements)
Capacity & Performance
Expected transaction growth
Online response time guarantees
Batch processing response time guarantees
Disk storage requirements
Bandwidth requirements
CPU requirements
Memory requirements
Other as appropriate
Networking
Device allocation requests for Development, Quality Assurance and Production environments (based on location of devices)
Identify and document all transaction types
Expected transaction volumes by transaction type in both directions
Transaction flow (source and destination)
Identify interfaces to other internal platforms/external vendors
What protocols are used by the application (FTP, SMTP, HTTP, TCP, UDP etc.)
Security
Security Policy adherence
Clearance by Risk / Compliance to store on the cloud
Disaster Recovery
Procedures for component recovery
Business Continuity Plan
Maintenance
Hardware maintenance
Systems software maintenance and/or licenses
Application software maintenance and/or licenses
Service Level Agreements
Identify business and IT owners
Agreed level of service with business and IT which reflects hardware and vendor support agreements
Agreed change windows when changes can be applied to the systems by change type and user impact (e.g. system down)
Responsibility matrix which shows support for all components that makes up the environment including external interfaces
Copies of SLAs with other parties
Operations
Systems Administrator tasks and workload (e.g. backups, maintaining applications, tables etc)
Documented procedures for administration tasks (daily, weekly, etc).
Incident & Problem Management
Documented procedures for Incident Management and Problem determination
Contacts for escalations for Incidents and Crises
Special procedures for critical incidents
Change Management
Documented version release policy
Documented method for adopting customer requested enhancements into new releases (Dev =>QA => Prod life cycle)
Expected ongoing frequency of changes by change type
Support Staff Training
Service Desk
Production Support
Application Support
Configuration Management
Documentation of all hardware assets (serial no’s, models, locations, relationships etc)
Systems design documentation including connectivity, operating systems, development and reporting tools, user applications, systems management tools, etc
Documentation of all configurations (connectivity, parameter settings etc)
These can be documented directly into the CMDB, and a list of configuration item (CI’s) provided as part of this process
Connectivity Requirements
Network connectivity requirements and design
Physical specification of hardware
Environmental specifications for hardware (Temperature, humidity, ventilation, clearance, power, security etc.)
Interface documentation with other systems
These can be documented directly into the CMDB, and a list of CI’s provided as part of this process
Environmental Management
Documentation of all environmental requirements and agreements
Physical room space, cabinet space, …
Air conditioning
Power (UPS, phases required, power consumption …)
Cabling requirements
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