ITSM Production Support

The ITSM Production Support Plan:

• Sets scope of ongoing user support from business point of view
• References guiding policies and support documentation
• Identifies system class and availability expectations
• Remains static reference for all ITSM users, supporting staff, business stakeholders, product stakeholders
• Continues after Early Life Support

Learn more in the ITSM Production Support Overview.

Supporting Documentation

Early Life Support

• ITSM 7.6.03 Early Life Support Plan
  Outlines the plan for a time-limited, enhanced level of assistance to transition end users and/or customers to the new service, including immediate, post-go-live production support concerns.

Production Support

• ITSM 7.6.03 Production Support Appproach
  Provides a high-level view of the production support approach for the May 2011 implementation of the BMC IT Service Mangement 7.6.03 tool (ITSM) applications and the ITS Service Management processes.
• ITSM 7.6.03 Production Support Plan
  Details the production support plan for users of the BMC IT Service Management 7.6.03 tool (ITSM) and associated ITIL-based, best-practice processes. It defines scope, resources, organizational structure, system availability, and support expectations for normal production support.
• ITSM 7.6.03 Production Support Scenario Matrix
  Provides guidance specific to support of common ITSM-specific scenarios to Service Center and Operations staff.

Application Support

• ITSM 7.6.03 Application Support Manual
  Details activities performed within ITSM and that are specific to production support of the application itself, assigns responsibility for those activities to specific groups and provides general information around application maintainability.
• ITSM 7.6.03 Application Support Task Matrix

Development

• ITSM Development Migration Process Flow
  Charts the process for code and configuration development and deployment to production.
• ITSM Development Migration Process Flow Description