Support Model Template

Service:

Document Owner: Last Review:

The Support Model identifies key elements required to provide user support provided by the Service Desk. This document will be completed collaboratively between the Service Project Manager and the Service Management team. The Support Model is comprised of six parts:
1. 2. 3. 4. 5. 6. General Information Staffing Logistics Roles and Responsibilities Support Model Review and Sign-off Appendix A: Service Specific Support Requirements

The information contained in the table is example data that should be modified to meet the need.

General Information Type

Strategy

Options

Information
Please use the Decision Criteria Matrix to assist in the development of the support strategy.

Support Approach for ELS Contact Channels

Early Pilot/Project Supported Transition Desk Run + Desk Run Desk Customer Intimate Operationally Efficient Phone (764-HELP) Prompt Email (4HELP@umich.edu)

To be defined. Run Desk will be operationally efficient. It is the projects responsibility to ensure customer awareness of the service changes.

Page 1

Support Model Template

Service Request Management Phone Calls Emails SRM Requests Mon-Fri 7a-6p (phone, email, SRM) Sun 1p-5p (email, SRM) After Hours (password resets, outages performance issues phone only) Mon-Fri 7a-6p (phone, email, SRM) Sun 1p-5p (email, SRM) After Hours (password resets, outages performance issues phone only)

Estimated Contact Volume Transition Desk Hours of Support

Define for each phase of implementation (e.g., Pilot, Phase 1, Production). Insert detail in Appendix A. Contact estimates will be revised through build/test (for pilot) and pilot (for run). Please insert needed changes in Appendix A for review.

Run Desk Hours of Support

Please insert needed changes in Appendix A for review.

Staffing Type
Transition Team

Options

Information
Revise at each project phase. Provide name (if known), FTE and duration in Appendix A

Transition Desk

Transition Team Core Workforce Transition Team Transient Staff Project Team Other: (eg: ITS, Campus staff) Transition Team Core Workforce Temporary Staff (T1) Service Center (T2) Project Team (T3)

Revise at each project phase. Provide name (if known), FTE and duration in Appendix A

Page 2

Support Model Template

Other ITS Staff Other UM Staff No Change / Absorbed ITS Staff Transfer UM Staff Transfer New Staff Addition

Production Support

Revise at each project phase. Provide name (if known), FTE and duration in Appendix A

Logistics Type
Facilities

Options

Information
Provide detail in Appendix A

Phones

Workstatio ns Access

Utilize Existing Run Desk Utilize Existing Transition Desk Expand Existing Transition Desk Establish New Desk Space New phone prompt required New desk sets required New headsets required New workstations required Existing workstations available Access to ITSM Access to Service Access to LogMeIn (Shadow Tool) Other Equipment Other Licensing

Provide detail in Appendix A

Provide detail in Appendix A Provide detail in Appendix A

Page 3

Support Model Template

Roles and Responsibilities

P r o j e c t P h a s e S t a r t e d P l a n n i n g P l Servi ce Own er Projec t Manag er Proje ct Tea m T r a n s i t i o n M a n a g e r

Activity

Core Transit ion Team

Servic e Desk Manag er

Servi ce Desk SME

ITS M Buil d Tea m

Facil ities

Service Definition Service Model/Flow

A A

I I

R C

I R /

C R

I I

Page 4

Support Model Template

a n n i n g P l a n n i n g P l a n n i n g P l a n n i n g P l a n n

Support Model

Funding Request

Transition Desk Staffing Model Run Desk Staffing Model

I I

C C

A I

I R

Page 5

Support Model Template

i n g A n a l y z e & D e s i g n A n a l y z e & D e s i g n

ITSM Configuration

T3 Process Adoption

Page 6

Support Model Template

A n a l y z e & D e s i g n B u i l d & T e s t B u i l d &

Transition Desk Logistics

Run Desk Logistics / Facilities Early Life Support Plan

C C

C A

A I

R C

Page 7

Support Model Template

T e s t B u i l d & T e s t B u i l d & T e s t B u i l d & C / I A

Production Support Plan

Transition Desk Knowledge Capture Transition Desk Training

R R

A R

I I

C R

Page 8

Support Model Template

T e s t B u i l d & T e s t P i l o t P i l o t P i l o t R u n

Org. Readiness Assessment

C/I

C/I

Trans Desk Readiness Assess.

Run Desk Knowledge Capture

C/R

Run Desk Training Run Desk Readiness Assessment

C I I (t3)

I A

C/R R

A A

R R

I C I

Page 9

Support Model Template

Key: A=Accountable for work, R=Responsible for doing the work, C= Consulted with, I = Informed

Support Model Initial Approval on <insert date> Electronic signature or notification of acceptance is a valid signature. Role
Business or Service Owner Service Manager Service Center Manager Transition Team Manager Project Owner Project Manager

Name

Sign atur e

Support Model Final Approval on <insert date> (to be completed following

Page 10

Support Model Template

Analyze & Design) Electronic signature or notification of acceptance is a valid signature. Role
Business or Service Owner Service Manager Service Center Manager Transition Team Manager Project Owner Project Manager

Name

Signature

Page 11

Support Model Template

Appendix A: Service Specific Details for <Service Name>

Estimated Contact Volume Transition Team

Phone Calls Emails SRM Requests Transition Team Core Workforce Transition Team Transient Staff Project Team Other: (eg: ITS, Campus staff) Transition Team Core Workforce Temporary Staff (T1) Service Center (T2) Project Team (T3) Other ITS Staff Other UM Staff No Change / Absorbed ITS Staff Transfer UM Staff Transfer New Staff Addition

Provide detail

Revise at each project phase. Provide name (if known), FTE and duration in Appendix A

Transition Desk

Revise at each project phase. Provide name (if known), FTE and duration in Appendix A

Production Support

Revise at each project phase. Provide name (if known), FTE and duration in Appendix A

Page 12

Support Model Template

Facilities

Utilize Existing Run Desk Utilize Existing Transition Desk Expand Existing Transition Desk Establish New Desk Space New phone prompt required New desk sets required New headsets required New workstations required Existing workstations available Access to ITSM Access to Service Access to LogMeIn (Shadow Tool) Other Equipment Other Licensing

Provide detail

Phones

Provide detail

Workstations Access

Provide detail Provide detail

Page 13