Early Life Support and Hypercare in ITSM - CSDM

[KellieR]

Hi,

I'm looking for some guidance on how people have addressed the challenge of having Hypercare or Project groups accountable for CIs for a finite period when prior to acceptance. Our DCG rule logic would roll these into the Prod Teams Offerings - but they have not technically been handed over (though on the network/then in Ops).

Same Q at Application Support Service Layer - is it best to create a temporary Hypercare Offering for project implementations?

Open to any suggestions/really keen to see how anyone else solved this

@Joshua Reed 

[ramjanamraghuna]

Hi Kellie,

would recommend setting up a dedicated support group or offering for CIs during the Hypercare period to manage CIs and issues during the transition and modify Dynamic Configuration Group (DCG) logic to route CIs to the Hypercare Offering only during the transitional phase. For example:

• Use CI attributes like lifecycle_stage = "hypercare" or support_group = "hypercare_team".

Also consider, having a regular standups with stakeholders to review CI statuses and handover progress and maintain a Hypercare-specific documentations, runbooks, known errors, and CI relationships to accelerate issue resolution furing this period.

[KellieR]

Thanks so much for your response. We are keen not to customize (adding a new lifecycle stage for hypercare) but will keep in mind adjustment to the DGC logic. 

Cheers,

Kellie