Laserfiche WebLink
6.F. - Page 87 of 180 <br />Number: 003 <br />Name: Operations & Maintenance Plan <br />Stage: 3 - Testing & Training <br />Track: 4 - OCM <br />Type: Deliverable <br />Description: The 003 Operations and Maintenance Plan deliverable defines the support structure, roles, <br />methods, policies, and procedures for managing the City's production environment post go -live. The <br />deliverable defines the City's approach to transitioning from an implementation project team to a post <br />implementation support organization. <br />Sub-Deliverables/Milestones: There will be an Operations & Maintenance Plan deliverable for each <br />project phase, resulting in the following sub -deliverables: <br />• 003.1 Operations & Maintenance Plan - Phase 1 <br />• 003.2 Operations & Maintenance Plan - Phase 2 <br />• 003.3 Operations & Maintenance Plan - Phase 3 <br />Format: Microsoft Word <br />Redwood City Role: The City will be responsible for completing the following tasks related to this <br />deliverable: <br />• Lead the 003 Operations & Maintenance Plan work sessions <br />• Create the deliverable <br />• Upon completion of the plan, the City willresponsibleforimplementation ofthe 003Operations & <br />Maintenance Plan <br />CherryRoad Role: CherryRoad will be responsible for completing the following tasks: <br />• Participate in the 003 Operations & Maintenance Plan work sessions as requested by the City <br />• Provide best practice experience and recommendations for the 003 Operations & <br />Maintenance Plan <br />• Support the creation of the deliverable <br />• Provide sample templates and documents where available <br />Acceptance Criteria: The 003 Operations and Maintenance Plan will provide planning and direction for <br />the post implementation support stage. <br />1. Post Implementation Operations and Maintenance Support Objectives <br />2. Operations and Maintenance Support Teams, including roles and responsibilities <br />3. Operations and Maintenance Support Organization structure(s) <br />4. RACI Chart describing and comparing support organizations roles and responsibilities <br />S. Business Process and System Governance <br />6. Portfolio management including intake of requests, setting priorities and decision making <br />7. Help Desk Policies and Procedures <br />8. Security Policies and Procedures <br />Deliverable/Milestone Assumptions: <br />1. This deliverable will be developed in partnership with CherryRoad. The City will assume lead <br />responsibility, and CherryRoad's OCM Lead will participate actively to ensure the deliverable <br />related tasks are completed per the project schedule. <br />EXHIBITAAPPENDIXA DELIVERABLE DEFINITIONS <br />A -A - 26 <br />ATTY/AGR/2019.118/CHERRYROAD ERP IMPLEMENTATION SERVICES <br />REV: 05-13-19 PR Page 79 of 172 194 <br />