Revision Log - Office of the Chief Information Web viewMaintain the system server information in the Corporate Asset Management Portfolio ... provide application account management,

Government of Newfoundland and LabradorOffice of the Chief Information Officer

Corporate Services & Projects: Project Management Office

POST IMPLEMENTATION SUPPORT PLAN<< APPLICATION NAME >>

APPLICATION # << APPLICATION NUMBER>>

<< PROJECT NUMBER AND NAME >>



Revision LogVersion / Release Date Description of

Revision Author

Version 2.0 01-15-2015 Implement changes requested by AS and Ops

Content provided by Geoff Kearley and Lisa Drover updated by Chris Flynn.

Version 2.1 02-06-2015 Reformatting of document to add Appendices instead of having content in the form.

Input from Jack Balram and Chris Flynn. Updated by Chris Flynn

Version 2.3 03-18-2015 One final update in the Service Desk Section.

Updated by Chris Flynn

Version 2.4 01-22-2016 AS missing section added.

Updated by Kathleen Hayse

Prepared By

Project Manager(name) (signature) (yyyy/mm/dd)

Reviewed By

Delivery Manager

PROJECT # - APPLICATION # - POST IMPLEMENTATION SUPPORT PLANTEMPLATE VERSION 2.4 2016-01-22

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(name) (signature) (yyyy/mm/dd)


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Table of Contents

1.0 Introduction...................................................................................................................6

2.0 Purpose..........................................................................................................................6

3.0 Ownership.....................................................................................................................6

4.0 Change Policy.................................................................................................................6

5.0 Overall Support Process.................................................................................................6

6.0 <<3rd Party Vendor>> Support Roles and Responsibilities...............................................7

6.0.1 Support Hours............................................................................................................76.0.2 Response Times.........................................................................................................76.0.3 Required Remote Access............................................................................................76.0.4 Upgrades....................................................................................................................76.0.5 Escalation Process......................................................................................................76.0.6 Enterprise Applications..............................................................................................7

7.0 <<Department>> Support Roles and Responsibilities.....................................................7

8.0 OCIO Support Roles and Responsibilities........................................................................7

8.1. Operations & Security (O&S).......................................................................................78.1.1 Service Desk...............................................................................................................78.1.2 Desktop Support........................................................................................................88.1.3 Windows Server OS Support......................................................................................88.1.4 Enterprise Services (AIX and Backups).......................................................................88.1.5 Network Team...........................................................................................................88.1.6 Enterprise Messaging.................................................................................................88.1.7 Enterprise Server Applications...................................................................................88.1.8 Hardware / Software Maintenance............................................................................9

8.2 AIMS - Application Protection Team...........................................................................98.2.1 Production Services Team..........................................................................................98.2.1.1 Copy of Production Data Requests.........................................................................98.2.1.2 Disaster Recovery...................................................................................................98.2.1.3 Jump Box Access Management...............................................................................9


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8.2.1.4 Source Code Management.....................................................................................98.2.1.5 SSL Certificates......................................................................................................108.2.1.6 Internal Security Review Board (ISRB)..................................................................108.2.2 DBA Team.................................................................................................................108.2.2.1 Application Support..............................................................................................108.2.2.2 Capacity Management..........................................................................................108.2.2.3 Security Management...........................................................................................108.2.2.4 Backup/Recovery Management............................................................................118.2.2.5 Patch Management..............................................................................................118.2.2.6 Documentation.....................................................................................................118.2.2.7 Performance Management...................................................................................118.3 AIMS - Application Support Team...............................................................................118.3.1 Day to Day Support, Maintenance, and Trouble Shooting.......................................118.3.2 OCIO Change Management Process.........................................................................12

9.0 Items not covered in this Support Plan.........................................................................12

10.0 Post Implementation Support Plan Approval............................................................12

Appendix A............................................................................................................................13

11. OCIO Support Roles and Responsibilities......................................................................13

11.1 Operations & Security...............................................................................................1311.1.1 Service Desk..........................................................................................................1311.1.2 Desktop Support...................................................................................................1311.1.3 Windows Server OS Support.................................................................................1411.1.4 Enterprise Services (AIX/Linux, Disk Management and Backups).........................1511.1.5 Enterprise Messaging............................................................................................1611.1.6 Enterprise Server Applications..............................................................................1711.1.7 Network Team......................................................................................................1711.1.8 Hardware / Software Maintenance......................................................................17

Appendix B............................................................................................................................18

12.0 AIMS - Application Protection Team..........................................................................18

12.1 Production Services Team.........................................................................................1812.1.1 Copy of Production Data Requests.......................................................................1812.1.2 Disaster Recovery.................................................................................................18


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12.1.3 Jump Box Access Management............................................................................1812.1.4 Source Code Management...................................................................................1812.1.4 SSL Certificates.....................................................................................................1812.1.5 ISRB.......................................................................................................................18

12.2 DBA Team.................................................................................................................1912.2.4 Application Support.............................................................................................1912.1.4 Capacity Management.........................................................................................1912.1.5 Security Management..........................................................................................1912.1.6 Backup/Recovery Management..........................................................................1912.1.7 Patch Management..............................................................................................1912.1.8 Documentation.....................................................................................................1912.1.9 Performance Management..................................................................................19

13.0 AIMS Support Team..................................................................................................20

13.1 Day to Day Support, Maintenance, and Trouble Shooting.......................................2013.2 OCIO Change Management Process.........................................................................20


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1.0 Introduction

<< Give a brief background of the project >>. This document is written to ensure that there is a common understanding for providing support for the <<Application name>> application and infrastructure following implementation.

2.0 Purpose

A Support Plan is an integral part of the software development life cycle. The purpose of the Post Implementation Support Plan is to describe the support process and roles and responsibilities of all parties required for the continued operation of the application after Go Live.

3.0 Ownership During the Project Life Cycle, ownership, and responsibility for creating, maintaining and obtaining approvals of this plan will be with the Project Manager within the Corporate Services & Projects branch.On Project Closure, the ownership will be with the Application & Information Management Services (AIMS) team/branch.

4.0 Change PolicyDuring the review cycle of this document, all changes will be tracked in the version control process in the PPM tool. This document will be stored in the collaboration project folder in PPM.On Project Closure, this document will be transferred to the appropriate TRIM support folder and any changes post Go Live will follow the following procedure.Any changes to the roles and responsibilities required to support the <<Application name>> application will be reviewed by the AIMS Team Lead responsible for the support of this application and changed as


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necessary. Changes to this document post Go Live must be reviewed and approved by the stakeholders for each area. Changes to the document will be communicated to all post Go Live stakeholders.

5.0 Overall Support Process<< Provide an overview of the internal and external steps involved in support of the application. Include items such as the main point of contact, tier support contacts, and appropriate support groups involved. It is a good idea to include a support process flow diagram >>

6.0 <<3rd Party Vendor>> Support Roles and Responsibilities

<< List all support roles and responsibilities specific to the 3rd Party Vendors. The list below provides sample areas to address, remove any area not applicable. Remove this entire section if no 3rd Party vendor involvement>>

6.0.1 Support Hours<<Describe activities>>

6.0.2 Response Times<<Describe activities>>

6.0.3 Required Remote Access<<Describe activities>>

6.0.4 Upgrades<<Describe activities>>

6.0.5 Escalation Process<<Describe activities>>

6.0.6 Enterprise Applications<<Describe activities>>


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7.0 <<Department>> Support Roles and Responsibilities

<< List all support roles and responsibilities specific to the department and/or divisions>>

8.0 OCIO Support Roles and Responsibilities8.1. Operations & Security (O&S)The roles and responsibilities for the OCIO O&S Support Teams are listed in Appendix A.

8.1.1 Service Desk<< All information, instructions, and obligations of the OCIO Service Desk to this project should be included in the SDSG [Service Desk Support Guide]. The PISP should not have any content that is not in the SDSG. The Service Desk does not review the PISP and thus cannot review or comment on the content. >>

8.1.2 Desktop Support<< Indicate any special support requirement that is specific to this application that is not part of the general Desktop Support as indicated in Appendix A, if there is no special support requirement beyond the appendix please remove this text and indicate it with the section number See Appendix A. If there is no requirement for this section in its entirety indicate it with the word None. >>

8.1.3 Windows Server OS Support<< Indicate any special support requirement that is specific to this application that is not part of the general Windows Server OS Support as indicated in Appendix A, if there is no special support requirement beyond the appendix please remove this text and indicate it with the section number See Appendix A. If there is no requirement for this section in its entirety indicate it with the word None. >>


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8.1.4 Enterprise Services (AIX and Backups)<< Indicate any special support requirement that is specific to this application that is not part of the general Enterprise Service (AIX and Backups) as indicated in Appendix A, if there is no special support requirement beyond the appendix please remove this text and indicate it with the section number See Appendix A. If there is no requirement for this section in its entirety indicate it with the word None. >>

8.1.5 Network Team<< Indicate any special support requirement that is specific to this application that is not part of the general Network Team support as indicated in Appendix A, if there is no special support requirement beyond the appendix please remove this text and indicate it with the section number See Appendix A. If there is no requirement for this section in its entirety indicate it with the word None. >>

8.1.6 Enterprise Messaging<< Indicate any special support requirement that is specific to this application that is not part of the general Enterprise Messaging as indicated in Appendix A, if there is no special support requirement beyond the appendix please remove this text and indicate it with the section number See Appendix A. If there is no requirement for this section in its entirety indicate it with the word None. >>

8.1.7 Enterprise Server Applications<< Indicate any special support requirement that is specific to this application that is not part of the general Enterprise Server Applications as indicated in Appendix A, if there is no special support requirement beyond the appendix please remove this text and indicate it with the section number See Appendix A. If there is no requirement for this section in its entirety indicate it with the word None. >>

8.1.8 Hardware / Software Maintenance<< Indicate any special support requirement that is specific to this application that is not part of the general Hardware /


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Software Maintenance as indicated in Appendix A, if there is no special support requirement beyond the appendix please remove this text and indicate it with the section number See Appendix A. If there is no requirement for this section in its entirety indicate it with the word None. >>

8.2 AIMS - Application Protection TeamThe roles and responsibilities for the OCIO Application Protection Teams are listed in Appendix B:

8.2.1 Production Services Team

8.2.1.1 Copy of Production Data Requests<<Indicate any special support requirement that is specific to this application that is not part of the general Copy of Production Data Requests as indicated in Appendix B, if there is no special support requirement beyond the appendix please remove this text and indicate it with the section number See Appendix B. If there is no requirement for this section in its entirety indicate it with the word None. >>

8.2.1.2 Disaster Recovery<< Indicate any special support requirement that is specific to this application that is not part of the general Disaster Recovery as indicated in Appendix B, if there is no special support requirement beyond the appendix please remove this text and indicate it with the section number See Appendix B. If there is no requirement for this section in its entirety indicate it with the word None. >>

8.2.1.3 Jump Box Access Management<< Indicate any special support requirement that is specific to this application that is not part of the general Jump Box Access Management as indicated in Appendix B, if there is no special support requirement


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beyond the appendix please remove this text and indicate it with the section number See Appendix B. If there is no requirement for this section in its entirety indicate it with the word None. >>

8.2.1.4 Source Code Management<< Indicate any special support requirement that is specific to this application that is not part of the general Source Code Management as indicated in Appendix B, if there is no special support requirement beyond the appendix please remove this text and indicate it with the section number See Appendix B. If there is no requirement for this section in its entirety indicate it with the word None. >>

8.2.1.5 SSL Certificates<< Indicate any special support requirement that is specific to this application that is not part of the general SSL Certificates as indicated in Appendix B, if there is no special support requirement beyond the appendix please remove this text and indicate it with the section number See Appendix B. If there is no requirement for this section in its entirety indicate it with the word None. >>

8.2.1.6 Internal Security Review Board (ISRB)<< Indicate any special support requirement that is specific to this application that is not part of the general Internal Security Review Board requirements as indicated in Appendix B, if there is no special support requirement beyond the appendix please remove this text and indicate it with the section number See Appendix B. If there is no requirement for this section in its entirety indicate it with the word None. >>


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8.2.2 DBA Team

8.2.2.1 Application Support<< Indicate any special support requirement that is specific to this application that is not part of the general Application Support as indicated in Appendix B, if there is no special support requirement beyond the appendix please remove this text and indicate it with the section number See Appendix B. If there is no requirement for this section in its entirety indicate it with the word None. >>

8.2.2.2 Capacity Management<< Indicate any special support requirement that is specific to this application that is not part of the general Capacity Management as indicated in Appendix B, if there is no special support requirement beyond the appendix please remove this text and indicate it with the section number See Appendix B. If there is no requirement for this section in its entirety indicate it with the word None. >>

8.2.2.3 Security Management<< Indicate any special support requirement that is specific to this application that is not part of the general Security Management as indicated in Appendix B, if there is no special support requirement beyond the appendix please remove this text and indicate it with the section number See Appendix B. If there is no requirement for this section in its entirety indicate it with the word None. >>

8.2.2.4 Backup/Recovery Management<< Indicate any special support requirement that is specific to this application that is not part of the general Backup/Recovery Management as indicated in Appendix B, if there is no special support requirement beyond the appendix please remove this text and


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indicate it with the section number See Appendix B. If there is no requirement for this section in its entirety indicate it with the word None. >>

8.2.2.5 Patch Management<< Indicate any special support requirement that is specific to this application that is not part of the general Patch Management as indicated in Appendix B, if there is no special support requirement beyond the appendix please remove this text and indicate it with the section number See Appendix B. If there is no requirement for this section in its entirety indicate it with the word None. >>

8.2.2.6 Documentation<< Indicate any special support requirement that is specific to this application that is not part of the general Documentation as indicated in Appendix B, if there is no special support requirement beyond the appendix please remove this text and indicate it with the section number See Appendix B. If there is no requirement for this section in its entirety indicate it with the word None. >>

8.2.2.7 Performance Management<< Indicate any special support requirement that is specific to this application that is not part of the general Performance management as indicated in Appendix B, if there is no special support requirement beyond the appendix please remove this text and indicate it with the section number See Appendix B. If there is no requirement for this section in its entirety indicate it with the word None. >>


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8.3 AIMS - Application Support Team 8.3.1 Day to Day Support, Maintenance, and Trouble

Shooting<< Indicate any special support requirement that is specific to this application that is not part of the general Day to Day Support, Maintenance, and Trouble Shooting as indicated in Appendix B, if there is no special support requirement beyond the appendix please remove this text and indicate it with the section number See Appendix B. If there is no requirement for this section in its entirety indicate it with the word None. >>

8.3.2 OCIO Change Management Process << Indicate any special support requirement that is specific to this application that is not part of the general OCIO Change Management Process as indicated in Appendix B, if there is no special support requirement beyond the appendix please remove this text and indicate it with the section number See Appendix B. If there is no requirement for this section in its entirety indicate it with the word None. >>

9.0 Items not covered in this Support Plan

10.0 Post Implementation Support Plan Approval

Reviews and Approval

OCIO Delivery Manager



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OCIO AIMS Manager


OCIO O&S Manager


Project Sponsor<<include title>>


Appendix A

11. OCIO Support Roles and Responsibilities 11.1Operations & SecurityThe roles and responsibilities for the OCIO O&S Support Teams are documented in this section.

11.1.1 Service DeskThe Service Desk Support Guide is the definitive document for the Service Desk and they are not obliged to read the Post Implementation Support Plan.

Provide primary point of contact for the AIMS support group.

Log requests for help.


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Provide simple troubleshooting as per the Service Desk Support Guide.

Redirect/triage calls and escalation to AIMS or O&S, as required.

Perform password resets (Active Directory). Other Service Desk responsibilities

11.1.2 Desktop SupportDesktop support responsibilities are limited to ensuring that government departmental users who report issues have the appropriate web browser, client or software installed and the appropriate settings enabled on their government computer. OCIO is not responsible for desktop support for external users.

The application requires that internal users have one of the following browsers:o Internet Explorer version consistent with the

current Windows patch levelo Internet Explorer version exception should be

noted [i.e.: Compatibility View]o Other browsers that are or are not supported

should be noted.

The required browser settings are:o Cookies enabled; o JavaScript enabled; and o Pop Up Blocker Disabledo Other settings should be noted


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11.1.3 Windows Server OS Support Provide account management related to Active

Directory, which is used for accessing the application.

Provide Windows Server hardware and operating system support.

Perform server monitoring and alerting (windows- Nagios). Included in this monitoring will be up/down status, disk space consumption, and memory utilization. Reports from these Monitoring tools should be shared with AS and between the two groups, monitor the trending of these parameters and schedule upgrades (memory and disk space) at appropriate times using that trending to avoid any unwanted outages.

Provide auditing and logging of server activity. Provide overall server performance monitoring and

tuning. Aid in successful recovery of the system

environments relevant to Windows support, as required.

Manage Active Directory changes required for access to the system environments.

Apply Windows OS supplied patches to the servers in all environments. This activity will be done in consultation with Change Management and will include communication to the appropriate OCIO Team Leads.

Install or upgrade any software related to the operating system or servers, as needed.

Perform start-up and shut-down of servers as requested by AIMS or required for other maintenance.

Maintain the system server information in the Corporate Asset Management Portfolio (CAMP).


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In consultation with the AS Team Lead, maintain the O&S-relevant sections of the Operations Procedures Manual (OPM).

Provide Account Management for Server Accounts. Troubleshoot and resolve environment related

issues, as requested by AIMS. Coordinate all server maintenance with AIMS Team

Lead. Record and track via SM7 any related requests for

work on the Servers. Ensure that all changes to the system infrastructure

go through Change Management as per existing OCIO guidelines.

Other Windows/Netware OS and Hardware Support responsibilities

11.1.4 Enterprise Services (AIX/Linux, Disk Management and Backups)

Provide AIX/Linux Server and operating system support. Provide auditing and logging of server activity.

Perform server monitoring, alerting and tuning (AIX - Zabbix). Included in this monitoring is up/down status, disk space consumption, and memory utilization. Reports from these Monitoring tools shall be shared with AS. Between the two groups, monitor the trending of these parameters and schedule upgrades (memory and disk space) at appropriate times using that trending to avoid unwanted outages.

Apply patches to the operating systems of the servers in the Development, Staging, and Production environments. This activity should be done in consultation with the AS Team Lead and/or Bell Support Team, as required.


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Install or upgrade any software related to the Operating System or servers, as needed.

Perform start-up and shut-down of servers as requested by AIMS.

Maintain the system server information in the CAMP. In consultation with the AS Team Lead, maintain the

O&S-relevant sections of the OPM. Provide Account Management for Server Accounts.

Troubleshoot and resolve environment related issues specific to AIX/Linux, as requested by AIMS.

Coordinate all server maintenance with AIMS Team Lead.

Record and track, via SM7, any related requests for work on the Servers.

Ensure that all changes to the system infrastructure are tracked through Change Management as per existing OCIO guidelines.

Ensure successful server back-ups are taken for the environments. (Windows and AIX/Linux)

Aid in successful recovery of the system environments, as required.

Ensure server backups are performed following OCIO and GOV NL standards and policies.

Other AIX/Linux, Disk Space and Backup responsibilities

11.1.5 Enterprise Messaging Provide SMTP e-mail services (including troubleshooting)

Creation of Authenticated SMTP accounts for e-mail relay (sending e-mail outside the Organization)


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Provide SPAM Filtering services to ensure successful e-mail delivery to intended recipients

Provide Microsoft Lync support and guidance to Project and AIMS Support Teams

Provide BlackBerry support and guidance Provide escalated Outlook support and guidance Other Enterprise Messaging responsibilities

11.1.6 Enterprise Server Applications Follow the OCIO defined procedure to ensure the

appropriate server certificates are installed for the application every year as they expire.

Troubleshoot and resolve enterprise server applications environment related issues (web services), as requested by AIMS.

Other Enterprise Server Applications responsibilities

11.1.7 Network Team Maintain the firewall rules as per requests from AIMS.

Troubleshoot and resolve environment related issues related to the network, as requested by AIMS.

Coordinate all network infrastructure maintenance with AIMS Team Lead.

Record and track via SM7 any related requests for work on the network infrastructure.

Ensure that all changes to the system infrastructure are tracked through Change Management as per the existing OCIO guidelines.

Other Networking and I.T. Security responsibilities


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11.1.8 Hardware / Software Maintenance Maintain license information for the software Other Hardware / Software responsibilities

Appendix B

12.0 AIMS - Application Protection TeamThe roles and responsibilities for the OCIO Application Protection Teams include:

12.1 Production Services Team

12.1.1 Copy of Production Data Requests Process copy of production data requests as initiated by

AS Support Team and/or HRS

12.1.2 Disaster Recovery Provide consulting services and/or assist with the

development/updating of DR Plans.

12.1.3 Jump Box Access Management Approve requests for access to the Application Jump Boxes

Review and Manage required access to both DBA and Application Jump Boxes

12.1.4 Source Code Management If source code is migrated to AS, follow OCIO procedures

for the administration of source code repositories


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12.1.4 SSL Certificates If SSL certificates are implemented follow OCIO defined

procedure to ensure management of those certificates is followed.

12.1.5 ISRB Review all proposed modifications being made to

Government’s external-facing applications to ensure that the changes do not introduce vulnerabilities or security threats for the data and/or applications from a technical or Business perspective.

12.2 DBA Team

12.2.4 Application Support This involves supporting AS teams with modifications to

database, promote changes to production, and/or assist teams with querying/troubleshooting production issues.

12.1.4 Capacity Management Involves checking disk space and table space to ensure

room for database growth, check audit tables as needed, and/or check RAM

12.1.5 Security Management Maintain internal accounts/roles, provide application

account management, security access to DBA Jump boxes, and assist with ensuring server certificates are up to date.

12.1.6 Backup/Recovery Management Maintain backup jobs, monitor backups to ensure

completion, recover/restore databases when required; advise O&S of changes to backups and perform Disaster Recovery testing as needed.


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12.1.7 Patch Management Apply vendor supplied patches to the database in all

environments as needed. Patches may be identified by AS support teams, vendors, DBA’s, etc.

12.1.8 Documentation Maintain database build books and ensure database

information in CAMP is up to date.

12.1.9 Performance Management Monitor database performance, investigate, and resolve

any performance issues, schedule changes as required (memory, indexing, etc…)

13.0 AIMS Support Team 13.1 Day to Day Support, Maintenance, and Trouble

Shooting AS-NR Support Team Notify the client of any server outages and/ or updates that

may impact application use / performance. Triage requests and assign to the O&S or DBA teams as

needed.

13.2 OCIO Change Management Process Any Change to the OCIO Production environment must go

through the OCIO Change Management Process. A change is defined as the addition, modification, or removal of anything that could have an effect (positive or negative) on IT service (s).


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Documents

Revision Log - Office of the Chief Information Web viewMaintain the system server information in the Corporate Asset Management Portfolio ... provide application account management,