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ServiceBC Registry Team working on Legal Entities
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OCM - PPR Go Live - Ops Support #9772

Closed Maribeth-Wilson closed 2 years ago

Maribeth-Wilson commented 3 years ago

Prepare Ops Support Team for implementation and support

jinghualicgi commented 2 years ago

Confirm with IT Ops to check if any Service Now changes.

magszymanski commented 2 years ago

Sent email to IT Ops support team (Maribeth in CC as I will be away) to confirm any changes to supporting PPR implementation, specifically in relation to ServiceNow. UPDATE: See note below.

magszymanski commented 2 years ago

IT Ops does not support mainframe PPR. With modernization of PPR in the new world, any PPR-related issues coming to IT Ops will be logged in ServiceNow and escalated to the Lab Team-Assets. ServiceNow will have to have a PPR (and eventually MHR) ticket category. Once Lab Team resolves issue, they notify IT Ops to close the ticket, who will then let issuer know that ticket has been resolved. Once PPR is operationalized, IT Ops will take over support from Lab Team (i.e., Lab won't be supporting issues once operational; only supporting issues so long as they continue making changes to the product).

Email from Wael: "We have never supported PPR or any of the mainframe apps in IT ops, we only created tickets and assigned to the DBA’s to fix things. We can support the new PPR system if we get training on how things work underneath the hood and access to any databases. We wouldn’t do data fixes ourselves but would send them off to the DBA’s, it is important for me and my team to understand the links and the tables."

Tasks:

jinghualicgi commented 2 years ago

This is not urgent, will wait Mags to return and continue

trishreimer commented 2 years ago

The process for support has already been defined for escalated issues, so no further work is required here. --> IT Ops will escalate all project tix to the lab.

SBC IT Ops role is not changing for PPR. They will continue to be a "Service Desk" (ITIL).

Sounds like the only work that is required is a new PPR Service Now category. Should we just ask Wael to do this now? @magszymanski

magszymanski commented 2 years ago

I sent IT Ops and Wael an email (Trish in CC) confirming that the process for IT Ops support once PPR is live is to escalate any tickets to the lab.

Wael is aware that his team needs to create a new ServiceNow category for PPR.