Standard Production System

In: Business and Management

Submitted By janicethoo
Words 1084
Pages 5
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Purpose

This document describes the ITS Standard Production Support Plan. Service-specific details are defined in the appendix. Changes to this plan are not permitted unless negotiated and approved by signers referenced at the end of this document.

Support Overview

Scope

This plan defines roles and expectations for operation of all ITS provided services. Production support needs that extend beyond the levels described here must be negotiated, approved, and detailed as exceptions in the provided template and attached to the plan. This document is not intended to define internal team procedures.

Support Overview/Key Points

● All ITS services are supported using the tiered service model where tier 1 and 2 reside at the Service Center and tier 3 are the subject matter experts. ● Support groups are configured in ITSM which is the ITS support tool of choice. ● Incident, Problem, Change, Availability, Capacity, Release, and Knowledge Management processes will be utilized by all support teams and are defined at the organizational level. ● Monitoring events will follow established ITS processes and procedures to ensure integrations with production support activities. ● The Significant Incident process will be utilized by all services covered under this plan. ● Service releases and/or changes will utilize the ITS Release Calendar and ITS Service Status Page, as well as defined ITS communication standards. ● The Service…...

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