Transitioning to IT Operations

After the initial deployment is complete and proper computer operation has been verified, the process is transitioned from a deployment initiative to an operating initiative. The IT Operations team is then responsible for ongoing computer maintenance and support. This process is typically well structured and formal, where documentation, knowledge, and other materials are transferred from one group to another.

Microsoft has a methodology for managing Microsoft products and technologies: the MOF. With MOF guidance, the team can assess the current IT service management maturity, prioritize processes of greatest concern, and apply proven principles and best practices to optimize the management of the Windows Server platform. For more information on MOF, see Microsoft Operations Framework (MOF) at http://www.microsoft.com/technet/itsolutions/cits/mo/mof/default.mspx.

On This Page

Roles and Responsibilities Roles and Responsibilities
Preparing for the Transition Preparing for the Transition
Communicating the Current Deployment Status Communicating the Current Deployment Status
Milestone: Transition to IT Operations Complete Milestone: Transition to IT Operations Complete

Roles and Responsibilities

In addition to the tasks defined in the following process description, note the responsibilities allocated to the role clusters. Table 12 defines these focus areas for the different role clusters during this phase.

Table 12. Team Roles and Responsibilities during the Transition

Role

Focus

Product Management

  • Communications plan execution

  • Deployment launch planning

Program Management

  • Bug management

  • Project tracking

Development

  • Bug resolution

  • Code optimization

Test

  • Testing and bug reporting

User Experience

  • Training materials

Release Management

  • Deployment planning

  • Executing the deployments

  • Operations and support training

  • Pilot management and support

Preparing for the Transition

After the deployment of a batch of computers is complete, the team is ready to transition the support of those computers to IT Operations. In preparation for that transition:

  • Notify IT Operations of the transition date. Ensure that IT Operations is aware of when computer support will be transitioned. The support center and IT Operations must be ready for users to call with support questions, and the Deployment feature team must know to direct users to IT Operations for future support.

  • Notify users of changes in contacts for support (deployment to operations). Users must know when they should stop contacting the Deployment feature team for support. Supply users with the numbers and contact information for IT Operations.

As a part of using MOF, the Operations team starts the process in the MOF Operating quadrant. Then, the MOF Process Model continues onward into the other MOF quadrants (Supporting, Optimizing, and Changing). After the transition, IT Operations continues applying MOF guidance to the ongoing support of the target computers after deployment.

Communicating the Current Deployment Status

Just before making the transition from the Deployment feature team to IT Operations, inform IT Operations of the current status of the deployment. Communicate the current deployment status each time a group of computers is migrated.

Communicate the current deployment status by identifying the target computers that:

  • Have been successfully deployed. Make certain that IT Operations has an accurate list of computers that have been successfully deployed. This list provides an estimate of how many deployed computers they are taking responsibility for after the transition. The list also gives them an idea of the location of the transitioned computers.

  • Failed during the deployment process and were rolled back. IT Operations must know which computers in the group are in their original state. This way, the team will know that those computers should operate as before and should not initiate support calls based on the deployment.

  • Are pending deployment. IT Operations must know whether computers in the group are still pending deployment. For those computers, they will forward support issues back to the Deployment feature team.

In addition, communicate any updates to troubleshooting procedures and diagnostic tools since the last group of computers was transitioned.

Milestone: Transition to IT Operations Complete

Milestones are synchronization points for the overall solution. For more information, see the Plan, Build, and Deploy Guide.

At this milestone, the teams have completed the tasks listed in Table 13. The transition of support for all target computers to IT Operations is complete.

Table 13. Transition to IT Operations Project Milestones and Deliverable Descriptions

Transition to IT Operations Milestone

Deliverable description

Owner

Transition preparations complete

The IT Operations and Deployment feature team have been notified of the transition date. Users are now aware of the change in contact information for support.

Deployment

Current deployment status communicated

The current status of all computers being transitioned is communicated. Any updates to troubleshooting procedures and diagnostic tools are also communicated.

Deployment

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