Step 22 - Support onboarding

Overview

The details on this page represents the goal, activities, deliverables and resources for conducting a support onboarding as part of a site migration project.

The support onboarding is step 22 of a 24 step project delivery process Salsa has designed for migrating (or upgrading) sites from a legacy or proprietary CMS to Drupal 9.

An overview of the entire process can be found here: Drupal 9 site migration project delivery blueprint.

Stage

6: BAU Support

Goal

Transition Agency to application support. Establish methods of working for support processes

Activities

1. High level roles and responsibilities agreement

2. Introduce service desk processes and tooling

Deliverables

1. Test support ticket and workflow

2. Onboard agency users to support

3. High level RASCI and process document

Resources and templates*

1. Roles and responsibilities document samples

2. Support onboarding and ticketing documentation

_{* to be publically available by Q1 2021 to align with the GovCMS D9 roadmap. Reach out if you’d like a draft version beforehand.}