The Service requests (SR) are in the nature of application enhancements, changes to the source code, database, production jobs, reports, interface formats etc. The support team should be able to clearly differentiate between the support issue that should be resolved through the support process and the ones that would need SR process to be followed.
The development process should be followed for the SR execution as agreed with the customer. This may include any of the elements of the SDLC from requirements gathering and specifications to the user acceptance testing. The source code control, MTP (Move to Production) and handover to support processes should be clearly defined and followed.
Definition of SR (Service Request) Enhancement to applications supported by client operations in the following area,
|All Stakeholders||Project Kick Off||Project Manager||Formal Kick off Project Discuss Project On objectives, Approach, Schedules, Key Activities and Project Organization||Meeting||Once, at the beginning of the Project|
|All Stakeholders||Project Plan||Project Manager||Document Project Objective, Background Schedule, Communications Plan, Budget, Assumptions and Limitations, Project Approach, Project Organization Structure, Roles and Responsibilities||Email Word Documents||1) At Beginning of the Project
2) During Subsequent rebase lining
|Attendees of Meeting||Minutes of Meeting||Project Manager||Capture discussion points and action items and circulate to all attendees for reviews||Email Word Documents||Latest by next working day|
|Executive Steering Committee members||Executive Steering Committee members||Project Manager||Discussion on Project Status, Issues, Risks and Concerns, Key Checkpoints, Changes to be made to the projects plan and other item escalated to Steering committee||Meeting Minutes of Meeting and Statues Reports MS Office Documents||1) Monthly
|Working Committee members||Working Committee members||Project Manager||Discussion on Project Status, Issues, Risks and Concerns, Key Checkpoints||Meeting Minutes of Meeting and Statues Reports MS Office Documents||Weekly|
|Working Committee members||Working Committee members||Project Manager||Communicate on Project Status, Issues, Risks and Concerns, Key checkpoints||Email, MS Office Documents||Weekly|
|All Stakeholders||Monthly Status Report||Project Manager||Communicate on Project Status, Issues, Risks, Dependencies Key Milestones||Email, MS Office Documents||Monthly|