Step 23 - Service desk

Overview

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

The service desk is step 23 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

Onboard to Salsa service desk (assuming already have relationship with GovCMS service desk)

Activities

1. Support onboarding

2. Phone support

3. Monthly statement of support tickets, provision/burn

4. Support tickets as required

Deliverables

1. Quotes for application support items

2. Management of application support via service desk workflow

Resources and templates*

1. 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.}