Support Handover

A support handover is an activity perform between the delivery team and the support team, once a solution has been implemented and released.

The objective of the Support Handover is to ensure that the solution that has been released can continue to be supported, minimising the need for investigation and re-learning, and the likelihood of impediments being caused by knowledge gaps.

Planning and Performing Handovers

The delivery team will prepare the support team to adopt ongoing maintenance of the solutions they implement by providing a handover.

The nature of the handover and approach taken will vary, and the delivery team must collaborate with the support team to plan and execute it.

The handover must be completed before the end of the warranty period, but can be started at any point, even while implementation is ongoing if it makes sense to do so.

Small Increments

Not all solutions implemented by a delivery team will require a support handover, particularly if it is a small incremental of value. This should be discussed, agreed, and documented.

Failure to handover

The warranty period will continue until the handover is complete.

Responsibilities

Owner	Responsibility
Engineering Owner	The Engineering Owner accountable for the effective planning and execution of the support handover.
Delivery Team	The Delivery Team are collectively responsible for ensuring that the knowledge they have accumulated during the design and implementation of the solution is effectively documented and made clear and available to the support team and the wider department.
Support Team	The Support Team are responsible for coordinating with the delivery team to plan and execute the handover, and must be consulted.

Triggers

There are no specific triggers. Collaborate with members of the support team to determine if a handover will be required.

Toolkit

Toolkit