Monitor transition to operations and support.
The acquirer monitors and controls the transition of the accepted product or service against the plan for transition to operations and support.
Typically, the supplier has a role in integrating and packaging products and prepares for the transition to operations and support, including support for business user acceptance; the acquirer monitors these supplier activities. These expectations of the supplier and the acceptance criteria for transition to operations and support are included in the solicitation package and then the supplier agreement.
Example Work Products
- Transition readiness report
- Records of transition to support reviews
- Transition analysis report
Example Supplier Deliverables
- Training materials and supporting artifacts
- Site readiness report
- Verification reports
- Training records
- Operational readiness reports
- Test results
- Pilot results
1. Monitor the operations and support organization’s capability and facilities designated to receive, store, use, and maintain acquired products.
The acquirer makes adequate provisions through the supplier agreement or in-house operations and support organizations to operate the acquired product. Typically, the acquirer uses verification practices to confirm that the organization, physical environment, and operations and support resources are equipped to execute operations and support activities.
The acquirer also reviews operations and support organizations designated to take responsibility for the operation of the product and to ensure that resources identified and budgeted are available when needed. The designated operations and support organizations demonstrate their readiness (i.e., capability, capacity) to accept responsibility for the product and to ensure uninterrupted support. Typically, a demonstration involves execution of all the activities of operations (e.g., a pilot).
2. Monitor the delivery of training for those who are involved in receiving, storing, using, and maintaining acquired products.
Typically, the supplier develops training resources for the product. Training materials and resources are specified in the supplier agreement to meet the needs of various audiences (e.g., operations and support staff, end users). The acquirer verifies that training is provided at the appropriate time to the appropriate audience and determines whether the training capability provided is adequate.
3. Review pilot results, if any, and operational readiness reports for the acquired product.
Determine readiness of the product and involved stakeholders, such as the operations and support organizations, for the transition of responsibility. The acquirer typically uses transition readiness criteria and verification and validation practices to determine if the supplier delivered products meet specified requirements. The criteria also address the readiness of the product for maintenance over the intended product lifecycle.
4. Review and analyze the results of transition activities.
The acquirer reviews and analyzes the results of transition activities and determines whether corrective actions must be completed before responsibility is transferred to the operational and support organizations.
- Transition activity reports, including quality measures collected during the pilot and the warranty period
- Problem tracking reports, detailing resolution time, escalation, and root cause analysis
- Change management reports
- Configuration management records
- Operation logs to determine that sufficient information is stored to support reconstruction
- Security reports
- Actual operations and support costs compared to estimates