Managed IT Services ASIA - China, HK, Singapore, Taiwan, Japan | Break Fix, Remote Support

Transition Service & Management

19.10.20 12:00 PM By jack.zhang

Transition Plan Makes Service Delivery Better

Transition Plan (TP) is the 3 months period of time span, in that BROCENT Transition officer leads to manage all transition related tasks (refer to the table below). It plays critical roles in delivering the successful delivery outcome for the whole project. All deliverables in the TP stage will be onboarded/imported into related IT automation tools and/or a copy to customer IT department. This section 8 defines clearly the RACI and subsequent tasks.

When BROCENT is awarded by Customer, the onboard process is triggered with preset tasks, that is managed with the transition timeline and tasks by BROCENT transition service officer.

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Task Detail

GSD

AM

TSO

HRM

SDM

TSC

FSS

Duration

1

Project Transition Plan

I

AC

R

I

I

I

I

8 hours

2

Check List and Handover Plan

I

AC

R

I

I

I

I

8 Hours

3

Project Runbook

I

AC

R

I

I

I

I

3 days

4

Technician nomination and registration plan (50)

I

C

C

R

I

I

I

5 days

5

Project Team Formalization and Kickoff with Customer

CI

AR

CI

CI

I

CI

I

2 Hours

6

Service Account Registration and Activation

CI

AC

R

CI

I

CI

I

3 days

7

Technician (stores) Training Program and Certification Process

C

AC

C

R

I

I

I

3 days

8

Welcome Letter for Managed Service to all premises

CI

AR

CI

CI

I

CI

I

2 days

9

Retail Sites Familiarization

C

AC

R

CI

I

CI

CI

3 hours per site

10

IT Automation Tool Deployment (software &hardware)

CI

AC

R

CI

I

CI

CI

1 hour per site

11

Resource Compliance i.e., NDA, Background check, Consent Letter, Credit check

I

AC

C

R

I

I

CI

5 days

With the governance of service delivery model, BROCENT command center support (CCS) is in place that is comprised of GSD, TSC, TSO, SDM, HRM and AM. All nominated CCS members are with senior project and technical experience and good at bi-lingual communication. BROCENT TSO manages the check list and handover plan to make collection of all existing IT Operation Manual/Guide. This part presents the presumption of tasks in TT stage covering both office and store premise.

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Task Detail

Action by

Subsequent Task

1

IT Asset Information

TSO

Version control and onboard to ATERA

2

LACOSTE IT and Security Policy and SOP documents

TSO

Version control and onboard to training portal

3

Professional Tools from LACOSTE

TSO

Import into BROCENT software library and complete the classification

4

Application support related knowledge base

TSO

Version control and onboard to Help Center

5

All sites &campus contact list

TSO

Version control and onboard to Help Desk System

6

VIP user list

TSO

Version control and onboard to Help Desk System

7

Full site list with detail address

TSO

Version control and onboard to Help Desk System

8

Standard tools list

TSO

Version control and onboard to Help Desk System

9

SOW related configuration and credential

TSO

Version control and onboard to ITGLUE  &ATERA for configuration and password management

10

Parts Inventory, Device Warranty and Authorized Courier Contact List

TSO

Import into BROCENT Warehouse management system and Customer centric system

11

Infrastructure Diagram and all premised rack layout

TSO

Version control and import to ITGLUE portal with proper access control

12

All 3rd parties contact list

TSO

Version control and save to BROCENT Documentation system with proper access control

Training Program and Certification

BROCENT HRM manages the training program and certification for all nominated technicians. Only certified technicians are authorized to attend remote and/or onsite support activities. Such program covers for all technical team member including but not limited GSD Service Desk Team, TSC Second Line Support Team, FSS Onsite Support Team and so on.

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Training &Certificate Course

Required

Owner

Sponsor

1

Customer IT Policy

Mandatory

HRM

AM

2

Customer IT Security Guideline

Mandatory

HRM

AM

3

Onsite Support Technician Behavior Policy

Mandatory

HRM

AM

4

Privilege Account and Password Management Policy

Mandatory

HRM

AM

5

PC OS/POS OS Installation Guide

Mandatory

HRM

AM

6

Parts and Warranty Management Policy

Mandatory

HRM

AM

7

Service Report Management SOP

Mandatory

HRM

AM

8

Application Support Q &A or any Guide

Mandatory

HRM

AM

9

Infrastructure Monitoring &Alert Management SOP

Mandatory

HRM

AM

10

BROCENT Onsite Service Tools Policy

Mandatory

HRM

AM

11

BROCENT Email Utilization Policy

Mandatory

HRM

AM

Contact Account Manager