The purpose of this note is to help communication, co-ordination and collaboration. This is a very early template for meeting with the Business Units to identify their business requirements and the balance of roles and responsibilities between the business unit, the IT Team and the software or service vendor. Example: For the XYZ Business it means what will the XYZ Colleagues do, what will the IT Team do and what will be done by software or service vendor.
| BUSINESS UNIT NAME | XYZ Dept |
| BUSINESS UNIT OWNER | Fred Bloggs |
| DATE |
KEY PRODUCTS AND SERVICES
What are the key products and services for the business unit? We need to know what is important or critical.
| SERVICE | HOURS OF OPERATION | VALUE OF BUSINESS | KEY STAKEHOLDERS |
| Professional Services | 9-5, Mon Fri | 100k | John Smith, Jane Smith |
KEY PERFORMANCE INDICATORS
What are the key KPIs for the business unit. This is part of customer service expectation?
| KPI | EXPLANATION | CALCULATION |
| UPTIME | When the systems are available for use. | of time in a 40 hour week the system is available |
KEY SYSTEMS
What are the key systems/services for the business unit, noting in particular those which are most critical?
| NAME | PURPOSE | SUPPLIER | USER EXPERT | IT EXPERT | SUPPLIER SUPPORT |
| ABC System | Does all the billing and invoices | ABC Ltd | John Smith | Jane Smith | HelpDesk Tel 6875758 |
KEY SUPPORT REQUIREMENTS
What is the process, role and control?
| TASK | WHO / DEPUTY | WHEN/ FREQUENCY | CAPACITY/ CAPABAILITY |
| Backups | John Smith, Jane Smith | Daily | Highly capable and competent |
| Patching and Updates | John Smith, Jane Smith | Monthly | Highly capable and competent |
SUPPORT LEVELS AND RESOURCE
| LEVEL | EXAMPLE | KEY CONTACT | LOCATION OF KNOWLEDGE BASE |
| Level 1 | |||
| Level 2 | |||
| Level 3 | |||
| Level 4 |
ESCALATION AND SERVICE LEVEL
What is the process, role and control?
| LEVEL | EXAMPLE | ACTION AND RESPONSE TIME |
| P1 | ||
| P2 | ||
| P3 | ||
| P4 |
SERVICE CONTRACTS
What is the process, role and control?
| WHICH FIRM | WHAT FOR | PERIOD AND VALUE | CONTACT DETAILS |
DR AND BCP
What is the process, role and control?
| CRITICAL SERVICE | BACKUP-PLAN | OWNER AND DOCUMENTATION | LAST TESTED / REVIEWED DATE |
REQUESTS PROCESS (NON-SUPPORT)
Summary of requests process eg to add, amend delete products or services which are not support of something that is broken.
KEY PROJECTS / INITIATIVES / TECHNOLOGY CHANGES IN NEXT 3-5 YEARS
| PROJECT NAME | PURPOSE (AIM/OBJECTIVE) | IMPLICATIONS (EFFORT, REWARD) | SCALE (TIME, COST, RESOURCES) |
Last Review Date
Next Review Date
Signed by Business Owner
Signed by IT Team
