Project handover to Service Desk

[Funk]

I'm trying to put together some sort of handover document for when a project is looking for the Service desk to start fielding calls as b.a.u. I'm struggling to know where to start & what to include ... does anybody have any ideas?

[itilimp]

Hi Funk,

bau? Business as usual?

Anyhow, I came across a couple of documents over on Tech Republic which may be helpful to you.
techrepublic.com.com/5139-10877-6047531.html
techrepublic.com.com/5138-10877-6042399.html?tag=search

I'd certainly recommend that rather than doing this as a one off you think long-term at implementing a service introduction programme so that including the front line support staff in a rollout becomes the accepted norm and is done so in a consistent manner.

We have a document that we use for major systems going in which includes things like who supports the software/hardware, contract details where required, etc. We aren't yet at the stage I'd like us to be (i.e. a known, repeatable process for all systems, not just major ones!)

[Funk]

Hi itilimp,

Thanks for the links. I'm already making a nuisance of myself to get included in projects at an early stage, & have actually made some inroads! I though that if we could have a proper handover document in place it could act as a checklist for the project to make sure that things don't get missed - y'know, in that way that always happens in local gov't

Cheers

PS - spot on with BAU, mind I've a couple of alternative ones as well

[itilimp]

Cool stuff. Unfortunately I know how things can 'get missed' only too well, working for a district council myself