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POST
OFFICE
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Post Office Limited - Document Classification: INTERNAL 4
POL Release Management - Description @&
() The POL Release Management Process will be invoked for all Releases that impact or
present a risk to the controlled environments and services.
O) ARelease is defined as a bundle of maintenance, enhancements, fixes to the service, or
could be an initial deployment of the service.
Q All Releases will be recorded in a single Service Management tool - servicenow
() POL Release assurance ensures that Releases are managed and delivered in a consistent,
predictable and cost-effective manner.
z © 2019 POST OFFICE LTD
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Post Office Limited - Document Classification: INTERNAL 4
Release Management vs Service Design & Transition Management ©
Releases will be generated from either Release Management or Transition
Management - the difference is the level of governance and assurance.
QO) Anew or changed service will require Service Design and Transition to ensure that the activities
are fully managed:
Q_ Releases follow POL SD&T policy, including artefacts such as
Q Service Readiness Reviews, Boards & Checkpoints will be used
QA Service Acceptance Board will be convened for approval of the Service changes prior to go live
Q A software change with minimal or no change to IT Service management processed will require
POL Release Management:
Q_ Releases will follow POL Release management strategy including artefacts such as
Q Release records, scheduling detail, Release Notes and Test plans/results etc
Q_ To be approved by POL Release Manager & Board
3 © 2019 POST OFFICE LTD
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Post Office Limited - Document Classification: INTERNAL
Release Authorisation context ©
POL Release Management is an integral part of the overall end-to-end Change delivery lifecycle...
\
Change Final decision of Release into Production
_— al belongs to POL Change Management
cy
Z
=
rational Completion of Release Artefacts and
Ops i! Managed via POL
checks fata RF) =a Ae =] a
k J
feinace iasdines Seinen Apply standard POL applicable )
peviiies erties Eanes Gm process and policy for readiness
activities J
© 2019 POST OFFICE LTD
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ServiceNow Release Management Purpose
Purpose
All service impacting changes follow standard policy and process
Removes paper based activities
Ensure IT Service and IT Ops leads accepting services have sight of, reviewed and agreed on boarding
of services
Creates a single tool for Service Acceptance/Release Acceptance
Allows central and auditable Acceptance Criteria review per change
Future
Pull relevant data into Release Management and ultimately into the IT Service (ServiceNow)
¢ Already known to POL - through Project and RTQ
Provide more automation to Service Design * Transiiton and Operational Release management
Push tasks to Project teams to complete
Resource scheduling and timesheeting
@
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Route changes through Release Management
Release
and/or Service
Acceptance
Demand/Change Request Release Build
Proposals with service impact
"f new or decomm, etc)
a
Release Management
Release or Service
Acceptance Board
Ad Hoc ~ ee
requests eae
IT Service &IT Release Tasks
Ops leads review used to manage IT Service &
whole Release, work to bulld Ops leads an
and provide input Release or provide Release
to required Service change Readiness
approval Tasks Approval or
6 acceptance
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RM bridge between BPM/RTQ and ITSM
Demand/Change Request
Release Build
e and/or BAU
Acceptance
Future
Project
Pulls IT Service data
from relevant Tables
IT Ops SD&T reporting
Pipeline
-
e—
‘Size (Gold/siiver/Bronze)
Pushes data into
relevant Tables
and/or setup ready to
be used once live
Any change is a Release, eg
+ Abrand new service with multiple suppliers
(Gold)
+ Anew product being serviced by an existing
supplier (Silver/Bronze), A software release
+ Achange of product
+ Anupdate to KA
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Flow - Build and Approve Service
ServiceNow Release Management
Build/Approve IT Service
Release Record
‘Opened TService
and IT Ops
checklist/
build/
satisfy
themselves
Service is
on boarded
Senior
approval
boards (ef
CABor
Gating a
(62k)
Release Management
Responsibilities
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Responsibilities
Open Task
allocated to
SD&T or Release
eg RLSEO010001
ferent
Skipped)
Eg RTSKoD10001,
3
2
Ey
5
s
= r Change Senior approval
cEt/PRB or Provide
continues to
a RTQ orother lla I eee boards (eg CAB or
0 request w/olT Service Gating (G2R))
6
5
& all Demand requests mpacti ™ eeearend ey “te to Completed
Request and
Receive low
ask set to Work In level artefacts
4g Progress Processes,
S clarification,
2 ete
ri + resp * Service Management
2
6 © Majer incident © Change Management
eZ © Risk * cmos
= # Service Requests * Knowledge Service Now
+ Opt © Heads of IT Service/SM
© sNow ‘owner
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Demand Request (ProjectorRT@) AR C C c ic eIle]leIe
Impact Assessment * c AR AR I 1 1 1 1 1 1 1 1 1 1 1 1 slele Ie
EE Raises Release Record I WR ARI \ \ ] \ \ 1 \ ] \ \ 1 ] \ 1 \ \
5 Raises appropriate tasks lI/@jermyetaolaolfeleIlaleleleIlaleclale SI/cIe]ce
2 Receives and works task ] A AR RR RR RR R RR R RR RR RR
= ‘Complete Tasks (onboarding) \ A A RR RR RR RR R RR RR RR RR
g Pepe aaa ad Cc AR AR C G 6 & 6 & é ic & 6 G c ic ic Gi G &
© laoreet I WR ARI \ \ i i \ 1 1 i \ \ \ ] \ \ \ \
Submits to Gating AR ¢ oC 1 1 h
Request For Change/CAB miIeleleIlele}lelelelaclacli]ael}lal}lal]leIs ic I
Release Record
Draft Y Scoping ‘Awaiting Approval Work in Progress Testing/QA Deploy/Launch
Release type I Major I
Prorty —2-High a
2 Sericetiow Development No ¥]
2K Short description New service to manage Stamp Data between 4 suppliers
Description INew service to manage Stamp Data between 4 suppliers
Schedule "Notes
Planned startdate 12/12/2020 11:29:31 e
Planned end date 27/12/2020 11:29:31 CJ ]
Planned duration 15 Days.
11
‘Actual start date
‘Actual end date
Actual duration
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Release Management drop downs
6 I 5 Roo tneae vem O VK Som Falow > update alte 4,
at > sap >not wetness > etch >a > esa
woe ret (ronemss 8)
Release type Minor Be State [ Current .
Priority [ 3-Moderate . Release phase [ Build v
>K ServiceNow Development [ No . Assignment group { Service Transition Q \Io)
workrequired I I I
permtcompite 8 Aeignedio I settnsones II
2 Short description [ New Banking Client I i I 5
Description __New High Street Banking Client under banking Framework
12 @
ServiceNow progress bar
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‘Scoping ; » Awaiting Approval. > ‘Work in Progress > Testing/Qa > Deploy/Launch
Closed
13
¢ Not currently used
14
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* Impact of change = Service activities needed to approve = Release Type
ES oe
Major Large Transitions, multiple suppliers, multiple services. NewServices or Clients only
Minor Newservices orclients. Templated type transitions. INC/CM/MI service capabilities only. SAB done offline
(email confirmation). No service testing, no ELS, no ServiceNowchanges (apart from basic enrolment), no
SR/Service Catalogue. Limited Service Volume
Upgrade Upgrades/changes to existing services only
Retrospective BAU services which need to be revisited due to outstanding SD&T activities, where SD&T Team may have never
been involved anda service wrap is required. Also, can be used for supplier/Client exit.
Note - Service was live in past. This is not for new Servcie Transitions
Mini For BAU/RTQ or any other light touch SD&T activities.
Operational Release Enables Enterprise service ops to introducea release management process using this release type.
Assignment groups:Change Management , Horizon Release Management, N BIT Release Management, IT Release
Management
°
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Release record fields
parent
1 - Critical Notused PRIXXXXXX Project reference from 1TBM
2 - High Full Funding
POREQXXXXX Service Request reference from RTQ
3 - Moderate Funding available but no way to cross-charge
<empty> No lead RTQ or Project ~ usually a BAU request
4-Low No Funding
ServiceNow Development work requi
Yes Any development of ServiceNow, including E mail integration, Service Draft Early notice of a change that has been assessed to have IT Service
Catalogue, etc Impact
No No changes in ServiceNowrequired Setting any new Release record to Draft will prevent any Release
Tasks being added
Planning Assessment stage of Service Intro, Service Design, Service
Modelling. Tasks may be genericat this stage with all open. Once
they are either assigned or closed, then can move to Current
Current SD&qT engaged and working to design and/or transition to live, or
service in ELS. Tasks opened with relevant RME's service being
built.
Tasks should showas “Work in Progress” or “Close Completed”
On Hold Project/Delivery on Hold, or no progress for 6 months, release may
be closed after 2 months of being on Hold and still no progress
update or movement. °
Complete Servicein BAU )
15 Cancelled Serviceintro cancelled
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Release record fields
Release Phase
— —
Requirement HINES RTQ opened (but not Early stages when SD&T or Release
Gathering approved by IT Manager has just opened Release
Service) record and gathering details about
the change to understand the scope
of the Service changes
Design Prove RTQ triaged and with Serviceimpactis being clarified with
supplier all SME teams.
Service model or Release Plan isnot
agreed
Development RTQ responded to by Serviceimpactis being clarified with
supplier, but no PO all SME teams.
supplied by POL Service Model or Releaseplan is
agreed
Build Deliver Work Order or similar Change being built. Service being
signed off & PO built, release details being put
provided together.
Supplierin processof Service ransition plan available
building/implementing Release Noteisavailable
Deployment RTQ delivered Changes being put into placein test
environments or non Prod impacting
changes. Or Prod changes (eg
preload etc) being moved to live
QA Testing
°
User After Gating Service Livein ELS. Project trying to
Acceptance (G2R) close. ELS under reviewto ensure IT )
Serviceand Ops support project
closure
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Release record fields
Assignment Group The Ownership of the Release Record
Assigned To The lead SME in release Team or SD&T
responsible for managing this record
a cc
Short Description A short description ~ related to project name or RTQ title
Description More in-depth detail about the service, more specific service name (rather than business/programme name). Will contain some high level requirements
Planned Start _ Start date of the Service Transition, Project or delivery (automated Baseline Go The original date the project or Delivery team have set for Go-Live
Date - created when RLSE is opened) live date
Planned End End date of all work being fully completed. Aligns to Project Close, Go Live Date Updated as the Go-Live date if original Go-Live date pushed back or
Date end of ELS, all other followup work completed. brought forward
Planned Automated field (end date - start date) Duration over Automated field (Baseline Go Live Date - Go Live Date). The time
Duration Go Live difference between the original planned go-live and the actual Go-live
date.
~,
17
Release Type
Major
Minor
Upgrade
Mini
Retrospective
Operational Release
18
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Release Tasks
Total Release Tasks Purpose
25
25
10
14
Large Transitions, multiple suppliers, multiple services. New Services or Clients only
New services or clients. Templated type transitions. INC/CM/MI service capabilities only. SAB done offline
(email confirmation). No service testing, no ELS, no ServiceNow changes (apart from basic enrolment), no
SR/Service Catalogue. Limited Service Volume
Upgrades/changes to existing services only
For BAU/RTQ or any other light touch SD&T activities
BAU services which need to be revisited due to outstanding SD&T activities, where SD&T Team may have never
been involved and a service wrap is required. Also, can be used for supplier/Client exit.
Enables Enterprise service ops to introduce a release management process using this release type
Assignment groups: Change Management , Horizon Release Management, NBIT Release Management, IT
Release Management
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Task List
Task IT Sign off Actions that may be needed
Name
Assess Escalation Service Manager Assess Escalation Path Options : Review Service with Business owner. Review Service with Business owner. Define/agree appropriate + Service Model
Path Options Define/agree appropriate Escalation path for non Incident related Escalation path for non Incident related issues. Document in Service + Service Design
issues. Document in Service Model/Service Design . Model/Service Design
Change ‘Change Manager Change Management : Review OLA with Change Management, agree POL Review OLA with client/supplier for Change Management and agree POL + OLA Review
Management processes are appropriate, and added into Tiers document. processes are appropriate = Updated Tiers matrix
Onboard into Tiers document ~ RFC for the Go Live
‘Open RFC for Service Go Live (Change Ref. Number)
+ RFC submitted to CAB
and approved
CMDB CMDB lead Clinformation: Agree and load complex Asset detail into ServiceNow. Review where this service/product sits within Post Office CMDB model + ServiceNow Cl
‘Agree basic Cl needed in ServiceNow, assign to appropriate Business visible/available
Cis: Agree basic Cl needed in ServiceNow, assign to appropriate Service/Company + Business Service
Business/Company. Agree and load complex Asset detail into ServiceNow visible/available and
linked to CI
Model: Review where this service/product sits within Post Office CMDB model. + ServiceNow CMDB
updated with asset
details
PS poe Cite ELS : Agree the period of ELS, what activities will be carried out during ELS. Agree the period of ELS, what activities will be carried out during ELS. + Service Model
‘Agree the exit criteria. Review this against project closure requirements. Agree the exit criteria. Review this against project closure requirements * Service Design
. ELS Plan
+ ELS Exit Criteria
eoUeNaicr Application SME ~ Enterprise File Transfer Service: Confirmation that any File Transfer Service is setup and documented + Documented details
Service Messaging (PODG) Questions to PM/Change initiator: Add toa separate Ops document/KA if required
. Is there a requirement to transfer files between various Confirm all parties aware aware of who engages who in event of an error
parties?
. If yes, does this transfer involve PODG or other service?
. Is the transfer documented?
. Has the transfer been tested? he
. Are the Service Desk aware? KAs written/updated etc
Task IT Sign off
Name
Future product/ SD&T Manager
release roadmap
Hardware
acceptance review
‘SD&T Manager
HLD ‘SD&T Manager
Incident Mgmt and Incident Management lead
IT DsD and L2 Ops lead
knowledge Knowledge Manager
Task List
Description
Future product/release roadmap : Description and/or plans for future releases
need documenting. How will service changes including Defects be delivered? .
Hardware acceptance review : Hardware Acceptance Review document is
completed (by Project), reviewed and approved by Service .
HLD reviewed/available : High Level Design document is reviewed and
appropriate call outs made to IT Service.
High Level Design document is reviewed and appropriate call outs made to IT
Service
Readiness and knowledge transfer activities to IT DSD and L2 Ops teams.
ServiceNow Training: IT DSD, or other support POL area, have confirmed that
training has taken place for their colleagues on how to manage any activities
under their remit
Change lead has confirmed that end user User/Client training has been
completed and methods to engage with Post Office IT are understood and tested
where necessary.
Knowledge Article: Knowledge Articles have been generated - Service
Description, Troubleshooting, Resolver Groups, User articles.
Technical handover: A Technical handover has been completed & provided by
delivery in the format required by POL support area (i.e.Technical handover
document, email, chat)
Actions that may be needed
Description and/or plans for future releases need documenting. How will
service changes including Defects be delivered?
Include not just software/application updates, but future service
expansions (more devices, more sites, more clients etc)
document is completed (by Project),
reviewed and approved by Service Manager
High Level Design document is reviewed and appropriate call outs made
to IT Service
ServiceNow Training, Review Service Description, Troubleshooting and
Resolver groups KA,
Incident Mgmt: Incident management process is in place & all applicable
TT support levels are prepared and have signed off.
IT DSD sign off: Consulted IT DSD lead/Manager and have accepted.
Knowledge Articles have been generated - Service Description,
Troubleshooting, Resolver Groups, User articles
Minimum is a Sen
e Description fora new Service. Plus others. KA’s
written and uploaded
Updating KA’s
Reviewing out of date KAs that need to be retired
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Documented future
releases/updates/enh
ancements
Release plan
Release Management
(where needed)
HAR completed and
approved
HLD available/stored
Release Notes
available/stored
HLD reviewed by SSAG
and approved
Comms and Trianing
completed
Service Description
and KA uploaded and
other documents
available
IT DSD sign off
L2 Ops lead sign off
Service Description KA
written
Other KA’s updated
KA’s uploaded and
available (w/
ServiceNow reference)
TT Ops Document
available/stored
©
Task
Name
Licences
Major Incident
Opex
IT Sign off
Software Asset Manager
Major Incident Manager
‘SD&qT Manager
Task List
New users/licences ; If new ServiceNow licences are require, approval and setup
needed.
SAM Licences : Does any solution req encing, this must be handed over to.
Software Asset Manager to manage into future.
Incident Matrix : Review likely failure scenarios and what may cause a Major
(Critical/P1 or High/P2) severity incident and what the Ml response should be.
Major Incident Management OLA : Review OLA with Major Incident Management
and onboard.
Present Agreed Escalation Path : Review Escalation paths with MIM team.
Problem Management: Supplier/Client Problem management process recorded,
Resolver matrix updated Y/N with point of contact. Risk raised for no Problem
Management.
Ist year Opex costs : Ensure that the 1st Year Opex costs have been fully
understood and mapped out for whole service and agreed with HolTS and IT
Finance. Document where needed.
Opex Forecasts : Opex forecast for service lifecycle, including lifespan and any
end of life activities (decommissioning) has been reviewed and agreed.
Actions that may be needed
Is any solution requires licencing, this must be handed over to Software
‘Asset Manager to manage into future
If new ServiceNow licences are require, approval and setup needed
Costs/budgeting for thelicences must be agreed
Review likely failure scenarios and what may cause a Major (Critical/P1
or High/P2) severity incident and what the MI response should be
Review Escalation paths with MIM team
Review OLA with Major Incident Management and onboard
Opex forecast for service lifecycle, including lifespan and any end of life
activities (decommissioning) has been reviewed and agreed
Ensure that the 1" Year Opex costs have been fully understood and
mapped out for whole service and agreed with HolTS and IT Finance.
Document where needed
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Full set of Licences
documented
SAM tool update
Budget agreed
Service Model
Service Design
OWA
Resolver matrix
updated
KA updated (MI
details)
Risks updated
Opex model
documented
Opex model reviewed
with IT
Agreement on when
costs land in IT
Task
Name
Review Meetings & Service Manager
reporting
Risks TT Services Risk Lead
Service Acceptance SD&T Manager
IT Sign off
Task List
Review Meetings : Agree appropriate Service review meetings with stakeholders
(clients, business leads, etc). May be subject to formal contractual
delivery/frequency/terms or reference requirements.
Service Reporting: Any reporting requirements needed to run the service are
setup and in place. Evidence: ServiceNow Task update/completion
IT Operations Reporting : If any reporting on service is needed for the Monthly
Service Review, ensure the requirements and reporting is setup, including the
responsible reporter.
Advanced Reporting Requirements : Ensure any requirements for reporting that
relies on ServiceNow have been documented and built.
Risks : Ensure all IT risks are logged within IT and/or Project. Review/agree
mitigation.
. Has a Risk assessment been performed - Y/N
. Have any Risks been identified - Y/N
. Will ALL Risks that have been identified be remediated
prior to go live date - ¥/N
. Have the necessary Risks been shared and reviewed
with the IT Service Risk Lead - Y/N
Service Acceptance : Schedule and complete the Service Acceptance Board.
Actions that may be needed
‘Agree who provides the data, sources internal or external
Is any processing/understanding of the data needed?
‘Agree appropriate Service review meetings with stakeholders (clients,
business leads, etc). May be subject to formal contractual
delivery/frequency/terms or reference requirements
Service packs reviewed and understood
If any reporting on service is needed for the Monthly Service Review,
ensure the requirements and reporting is setup, including the responsible
reporter
Ensure all IT risks are logged within IT and/or Project. Review/agree
mitigation
Pilot and Proof of Concept document has been completed
Service Acceptance Board has been completed
Al Release Tasks are either “Close Completed”, or “Work In Progress”
with agreed mitigation
Risks agreed
Gating/CAB/RAB all in plan and/or completed
Release Record moved to State Delivered
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Service review
meetings inthe diary
Agreement on format
in place with
sample/draft
ServiceNow Reports
setup/available
Risk log updated
Pilot and Proof of
Concept document
Service Acceptance
document
(email/template etc)
completed
Service Manager sign off
toenter live
Task
Name
Service Availability SD&T Manager
Service Continuity ITSCM Manager
Service Design SD&T Manager
Service Request/ Request Manager
Catalogue
SLA/KPI measures Service Manager
IT Sign off
Task List
Service Availability : Availability targets agreed and reviewed. Any contractual
commitments are understood and communicated .
Service Capacity : Service Capacity estimated and agreed .
Business Continuity ; Review Business requirements including any Service
Availability SLAs. Document Business Continuity responses (RPO/RTO). Regular
DR plan is updated. Ensure Business Continuity lead has reviewed and engaged.
Business Continuity : Review Business requirements including any Service
Availability SLAs. Document Business Continuity responses (RPO/RTO). Regular
DR plan is updated. Ensure Business Continuity lead has reviewed and engaged.
Service Model : Service Model built and shared. Feedback and build may tweak
this through several iterations .
Service Packs : Full Service Wrap available for complex services.
Service Request/Catalogue : If any new Service Request, Catalogue or Branch
Hub entries are needed, setup and test. Includes request that may be required
outside of ServiceNow, eg OBC, RTQ.
Review existing Service Request/Catalogue: There no impact to existing entries,
‘or no amendments are needed (i.e. old entries to be updated/deleted).
SLAVKPI measures : Ensure that any service SLAs or SLO's agreed with clients and
business are understood. Where required agree KPI's in order to ensure service
quality is monitored and maintained.
Actions that may be needed
ServiceNow Task update/completion
Review Business requirements including any Service Availability
SLAs. Document Business Continuity responses (RPO/RTO). Regular DR
plan is updated. Ensure Business Continuity lead has reviewed and
engaged.
Review Business requirements including any Service Availability
SLAs. Document Business Continuity responses (RPO/RTO). Regular DR
plan is updated. Ensure Business Continuity lead has reviewed and
engaged.
Service Model and/or Service Design built and shared. Feedback and
build may tweak this through several iterations
Hold a call to intro theService wrap. Email team.
Upload the Service Model/Design to Teams
If any new Service Request, Catalogue or Branch Hub entries are needed,
setup and test. Includes request that may be required outside of
ServiceNow, eg OBC, RTQ
Enhancement requests may beneed to initiate the build of the SR/SC
Ensure that any service SLAs or SLO’s agreed with clients and business
are understood. Where required agree KPI's in order to ensure service
quality is monitored and maintained
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HLD reviewed
SLAs reviewed
Service
Availability/Capacity
management
documented
ITSCM plan available
TSCM plan available
Service Model
Service Design
Service Intro has taken
place (with IT
ServicefT Ops)
Service Requests built
Service Catalogue
setup
Business requirements
understood
Contract (external
parties) understood
Risks raised.
U
Task
Name
sNOw
Functionality
SNOW Standard
Requirements
Supplier/Client
Setup
Testing
IT Sign off
ServiceNow System Manager
ServiceNow System Manager
‘SD&qT Manager
SD&qT Manager
Task List
Description
Functional System Testing : Any changes in ServiceNow need
Functionality Agreement & Setup : Where new functionality is identified within
ServiceNow (eg Incident forms, Service Catalogue, Supplier email Integration,
other), ensure this agreed and delivered.
Set up Integrations: Setup any Integrations for ServiceNow with suppliers,
clients, and internal requirements.
Path Codes : Add path codes for any new Clients or Service Providers.
Resolver Groups : Setup appropriate resolver groups.
Company/Client Table
Companies
Update Company/Client table with any new/changed
OLA : Generate new OWA where needed and sign off with client/service
provider.
Suppliers identified/contracts in use/new : Review the Service Mode and the
resolver groups. Ensure that the contracts or OLA's underpinning the service are
appropriate to achieve any service SLA.
Product Testing : Review Test plan and ensure IT Service requirements are
present. Review success output/testing completion results
IT DSD Service Testing : Approval that the IT DSD are able to manage inbound
issues (generate Incidents) and can successfully triage these to appropriate
resolver groups
Operational Acceptance Testing: Run full OAT with all service teams, including
Suppliers
Actions that may be needed
Where new functionality it identified within ServiceNow (eg Incident
forms, Service Catalogue, Supplier email Integration, other), ensure this
agreed and delivered
Setup any Integrations for ServiceNow with suppliers or clients
Ensure any requirements for reporting that relies on ServiceNow have
been documented and built
‘Changesif any reporting on service is needed for the Monthly Service
Review, ensure the requirements and reporting is setup, including the
responsible reporter
in ServiceNow need testing and confirming
‘Add path codes for any new Clients or Service Providers
Update Company/Client table with any new/changed Companies
Setup appropriate resolver groups
Ensure resolver groups are fully defined and understood
Review the Service Modeand the resolver groups. Ensure that the
contracts or OLA’s underpinning the service are appropriate to achieve
any service SLA
Generate new OLA where needed and sign off with client/service
provider
Review Test plan and ensure IT Service requirements are present.
Review success output/testing completion results
Run full OAT with all service teams, including Suppliers
Approval that the IT DSD are able to manage inbound issues (generate
Incidents) and can successfully triage these to appropriate resolver
groups
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ServiceNow
Enhancement Idea
completed
Integrations tested
Reports setup
Path Code added
‘Company added
Resolver Group added
OWA generated
OWA agreed with
supplier
Contract reviewed
SLA/KPI reviewed
Product test reports
IT DSD confirm INC
testing
Operational
Acceptance document
OAT Test completed
(or caveats/ mitigation
in place) )
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Task Fields
1 = Critical Not used
2- High Not used
3 - Moderate Not used
4-Low Not used
5 - Planning Not used
Pending Not used
Open When Task first opened/ No owner in Assigned To
Work In Progress Being worked by owner (within IT Ops/IT Service)
Closed Complete All activities completed in Task
Closed Incomplete Some activities not completed. Not sure we'd use this, do we add this to
Risks?
Closed Skipped Task is not required - for example if the service is Bronze level it will not
require certain onboarding Tasks
©
25
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Small Changes
are agreed and funded at RTQ, then X days later appear
the work as soon as RTQ Work Agreed regardless of size
«Request Submitted
«Suppliers Responds
RTQ «Work Agreed
Project «PO Submitted to a I
Release Service Transition Work
eImpact Categorised for allRTQ (Major, Minor, Upgrade, Emergency, Maintenance, Patch)
Management} eService Acceptance/Release Acceptance
Change Submitted
°CAB
Change eChange Approval
Management
oS
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Current process
Project RTQ IT BAU Ops/Run
2 Where no Project exists
Some RTQ's big oO
enough need
Service Transition/I
Acceptance
v
Service Intro
Follow Service
Transition/ Acceptance
, :
S . POL O89
+ 2 mraparoal cy
Service Setup Gating Go-tive