Transfer Solution to the Customer, Project Manager

Description

The project sponsor is assisted in the introduction of the solution into the sponsor’s organisation as specified in the Project Plan. The various support services which are required to support the solution during warranty and on-going operation assume their responsibilities according to the project plan.

 

    • Assist client to phase in solution (as planned)
    • Hand over the solution components to the client (as required)
    • Hand over support responsibilities to warranty and support organisations (as planned)

Audit Criteria

  • Project has no outstanding acceptance or commissioning responsibilities.
  • All support Service Contracts and Service Level Agreements signed and in place.

Document Templates

Forms

Process Details

  • Service Level Agreements
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References

Solution Design and Development

  • ITIL Service Management
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Additional Details

Service Level Agreements

 

Service Level Agreements provide a clear statement of support that will be available following acceptance of the solution. A service level agreement provides the following information:

 

Sections

Description

1.0 Introduction

A brief description of the service to be provided.

2.0 Service Descriptions

A description of each of the services is provided (or a reference to a standard service specification). Where necessary, a description of how the support service is requested and delivered

3.0 Service Delivery

A description of how the service is requested and delivered (if necessary)

4.0 Service Performance

A statement of response times, or limitations of the service.

5.0 Client Responsibility

Describe the client responsibilities related to the service levels.

Further information concerning the service level agreements can be found in the template,

SDLC_TPL004 Support Specification.