CLIENT NAME

Project Handoff
<Date>
Solution Overview

Open Project Item Overview

Service Delivery Organization Chart

Service Delivery Meeting Schedule

Post-Hypercare

Change Process Review

Questions
Solution Overview

•Service Types: Help Desk, Deskside, Network Monitoring, Tool, Enterprise Services
•Include number of users, systems being supported for each service if available.
•Location of services:
•Languages:
•Tool Information:
•Anticipated Incident/Call:
•Hours of Support at each location: (including after hours/shared support)
•Number of agents (recruiting stats):
•Data and Voice Circuits: (outline connections)
Open Item Overview

• List any inflight or incomplete items/tasks (i.e pending enhancement requests, how backlog
will be handled at launch, etc.)
Service Delivery Organizational Chart

• Insert org chart here

Service Delivery Meeting Schedule

• Get meeting schedule from SDM

WEEKLY
Purpose: Operational review of service performance emerging trend and current operational initiatives or issues.
Topics included: New Issues; incident activity and any events that may impact Service Levels; new initiatives; change management requests

MONTHLY
Purpose: Tactical review of business and service performance.
Topics included: Ticket activity forecasting, Service Level Agreement performance, Risk/Reward Performance, Customer satisfaction,
Quality Concerns and Issue trends, Continual Service Improvement updates, Innovation activities, Metrics, and Service Level Reviews

QUARTERLY
Purpose: Review of overall performance and Continual Service Improvement initiatives. We also take this opportunity to make any
significant required adjustments to the Scope of Work document.
Metrics Reviewed: Quarterly Review Presentation, focus on value measure and Continual Service Improvement achievements, CSAT impact
and financial assessment.
Service Level Agreements
POST-LAUNCH
SURVEY
Please fill out the Post Launch
Survey when the Stefanini
Quality Manager sends out the
link.
TOOL ISSUES
Starting (date), for issues,
concerns, or enhancements to
ITSM, contact or open ticket in
(tool).
ACTION ITEMS
Open/outstanding questions, concerns
will be handled by Service Delivery: (list
outstanding issues/concerns and ticket
number if applicable)
Change Process Review
Standard Change
• A process change
• Change which does not involve
additional training
• A change that does not require
changes to existing reports or
the creation of new reports
• A change that does not require
telecom, network, or data
infrastructure changes
• A standard package update that
takes 4 hours or less to build
and test and is requested
outside of the quarterly release
schedule
Implementation Timeline
Up to 7 business days
Minor Change
• Involves computer or web-based
training
• New reports that can be created
by Stefanini operational staff
• Notification procedure change
Implementation Timeline
Up to 15 business days
Major Change
• A change that does not have
Stefanini will classify changes to the
enough lead-time or did not
follow the change management Services in one of three (3)
process categories: Standard, Minor, and
• A Change in Service desk Major. The appropriate category will
support tools be determined for each requested
• A Change that requires change by identifying the description
instructor lead training that most closely matches the
• Custom development, change requested. In the event, that
programming, or consulting for more than one category could be
new reports used, the category with the longest
• A Change or addition to implementation time will be selected.
telecom, network, or data
infrastructure
• A package update that is
requested outside of the
quarterly release schedule and
requires extensive testing and
distribution
Implementation Timeline
Mutually agreed-upon timeframe
Questions?
THANK YOU