Role: Transition Services Lead
Individual responsible for coordinating with the project (or other business) and Service Center teams to ensure that the proper support documentation is completed prior to an application or system deployment to production.
Role Sets: Production Support Role Set
Relationships

Communicate Production Support Turnover Package RequirementsCommunicate Turnover Package AvailabilityParticipate in Lessons LearnedPublish Knowledge Base ContentReview Production Support Turnover PackageKnowledge Base ContentKnowledge Base Content UploadKnowledge Transfer Overview DocumentKnowledge Transfer Process DocumentKnowledge Transfer Solutions DocumentLessons Learned CommunicationTurnover Package Availability CommunicationTurnover Package ChecklistTurnover Package Review CommunicationTransition_Services_Lead
Additionally Performs
Modifies
    Main Description

    Transition Services Lead is responsible for coordinating with the project (or other business) and Service Center teams to ensure that the appropriate and relevant documentation is delivered to adequately support an application or system once in production.

    The Transition Services Lead is also responsible for ensuring that the support documentation is published and maintained in the Service Center Knowledge Base, and the communication of the availability of the information.

    Specific responsibilities include:

    • Participate in project or business team meetings as a representative of the Service Center.
    • Provide Production Support Turnover Package requirements and guidance to the project or other business teams.
    • Verify the completeness of the Production Support Turnover Package and communicate any discrepancies or issues that require remediation with the project or business teams.
    • Publish the Turnover Package information in the Service Center Knowledge Base.
    • Arrange any required training classes for the Service Center team.
    • Participate in project specific Lessons Learned as necessary.
    Staffing
    Skills
    • ITIL V3 and COBIT standards knowledge preferred
    • Familiarity with project management approaches along with the tools and phases of the project lifecycle
    • Exceptional communication skills – both written and verbal
    • Experience and knowledge of Incident and Problem management principles and methodologies
    • Problem solving and root cause identification skills
    • Excellent active listening skills
    • Strong analytic and decision making abilities
    • Must be a team player and able to work with and through others
    • Ability to influence others and move toward a common vision or goal

    Version and Release

    Unified Life Cycle (ULC): 5.1, November 3, 2014
    Phase Gates: 1.1, May 27, 2014
    Process Engineering Process (PEP): 1.1, May 27, 2014