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Minimum Assessment Date Assessment Current Actual Status “Pass Status” Task Contact Decision Owner Site physical spaces fitted and equipped. File servers installed, tested. Tracking databases created. ACD and telephone capabilities established. Help desk staff trained All procedures for escalation and communica- tion.

Contingent Workaround(s) Route calls to Project Team on temporary basis. Utilize site “super users.” Project team to provide user support on temporary basis. Utilize campus “super users.” Work without written procedures on temporary basis.

Key Measures All necessary equipment is acquired and in the help desk facility. File servers are installed and tested. Tracking databases in help desk application are created and ready to support ticket entry. ACD and telephone capabilities have been set up and tested. identified and Staff assigned. Procedures for tracking, response, and escalation defined, tested. Procedures documented. Frequently asked questions available. Approach defined.

X X X
Group 2
X X X
Group 1
X X X
Site 2
X X X
Site 1
M M L
Criticality
User help desk facilities. User help desk staff.

Criterion User help desk procedures.

Category Production Support Readiness Production Support Readiness Production Support Readiness

Seq 7.05 7.06 7.07

220