Cornell Project Management Methodology (CPMM)

CPMM Project Transition Planning Checklist

(Sample prepared for CIT)

I. Transition to Service Support

1. Identify support group (Appendix A)
a. Identify transition contact
b. Estimate resources for steady-state production
2. Estimate support requirement with transition contact
a. Review project schedule and projected turn-over date
b. Review production requirements
c. Set expectations of responsibilities
d. Review training needs
e. Review support documentation needs
f. Review communication mechanisms (Vantive, mailbox, etc.)
g. Review reporting requirements (back to service owner)
3. Engage support people in knowledge transfer activities
a. Testing application
b. Participating in project meetings
c. Reviewing user & support documentation
d. Participate in user training if appropriate
4. Turn-over meeting
a. Production Issue Management
b. Production Escalation procedure
c. Production procedures

II. Transition to User Support

1. Identify support group (Appendix A)
a. Identify transition contact
b. Gather user support requirements
2. Estimate support requirements with transition contact
a. Review project schedule and projected turn-over date
b. Review user support requirement
c. Set expectations of responsibilities
d. Review training needs
e. Review support documentation needs
f. Review marketing/PR needs
g. Review communication mechanisms (Vantive, mailbox, etc.)
h. Review reporting requirements (back to service owner)
3. Engage support people in knowledge transfer activities
a. Testing application
b. Participating in project meetings
c. Reviewing user & support documentation/marketing/PR materials
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 Cornell Project Management Methodology (CPMM)

d. Participate in user training if appropriate

4. Turn-over meeting
a. Production Issue Management
b. Production Escalation procedure

Appendix A: Production support services

Production support services are technical services supporting the production requirements of a
service or application. These services are offered by the following production support groups within
CIT:
 IS: Database Administration Team
 CSM: Contact Center
 CSM: Marketing
 CSM: Training and Documentation
 CSM: Software Acquisition Service
 NCS: Operation Support
 S&O: Network Operations Center
 S&O: Production Operations Team
 S&O: Systems Administration

IS: Database Administration Team:

 Provides database disaster recovery from backup
 Provides database performance monitoring and tuning to optimize performance
 Monitors space utilization and growth to optimize database utilization
 Provides on-call support for problem resolution and recovery
 Escalates RDBMS and related software bugs to vendor and obtain fixes as appropriate

CSM: Contact Center:

 Provides a point-of-contact to report service and application problems
 Answers “how-to” questions from end users and collects FAQ info with examples online
 Coordinates problem resolution
 Assesses client requests
 Manages user accounts, billing and order entry for selected services

CSM: Marketing:
 Manages publicity of CIT information and policy
 Provides market planning support to service owners
 Provides official CIT conduit to Cornell Chronicle, CIT News web site, etc…
 Provides account management for selected customers
 Provides entry point for submitting project requests to CSM (funnel management)

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CSM: Software Acquisition Service:

 Provides software acquisition, volume purchasing and licensing services

CSM: Training and Documentation:

 Provides customer training
 Provides user documentation

NCS: Operation Support:

 Provides single point of contact for all requests for installation, modification, and removal of
voice and data service (including video, wired, wireless and infrastructure components).
 Applies charges for voice and data services, maintains correct account assignments, answers
billing questions, and resolves disputes about same.
 Provides point of contact single-set telephone trouble reports;
(system wide issues are reported to the NOC)
 Provides point of escalation for data service trouble reports;
(faculty/staff troubles are reported to the NOC) student troubles are reported to the CIT
Contact Center (Help Desk).
 Provides end-user support to voice customers concerning configuration and use of university
telephones
 Orders, distributes, and responds to troubles on cell phones and pagers issued to CIT staff by
CIT for business purposes
 Provides program management for the Residential Network Service (ResNet)

S&O: Production Operations Team:

 Coordinates daily production activities with campus departments still using mainframe
applications
 Monitors and ensures successful completion of jobs
 Assists with testing and transition from mainframe to PeopleSoft

S&O: Network Operation Center (NOC)

 Monitors function of Cornell’s phone & data networks including connections to off-campus
regional and national networks (7X24)
 Provides first point-of-contact for reporting network problems
 Coordinates repairs of CIT-managed networks, acts as liaison with network vendors during
problem resolution
 Manages network router configuration changes
 Provides DNS point-of-contact (hostmaster)
 Monitors CIT’s server operations including the CIT server farm, mainframe and special interest
programs such as the Lab of Ornithology
 Responds to alerts, emails and phone calls about service problems, escalates to appropriate
back-line support group, documents incident
 Manages CIT’s network status web page, reports on updates and problem resolution
 Manages net-announce-l and other resources for dissemination of information to campus
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 Provides single point-of-contact for security, abuse and copyright complaints

S&O: Systems Administration:

 Provides server (hardware) lifecycle management from quote to retirement
 Installs, maintains, and supports system level software across platforms
 Provides security service for system server setup
 Provides account management
 Provides storage management
 Provides backup and recovery
 Provides problem resolution and on-call support for hardware and system level software
 Provides performance monitoring and tuning of hardware, operating systems, and disk
subsystems
 Recommends system configurations to optimize performance

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