Operations Review Team Role Matrix

The following table states each team role's responsibilities during the Operations Review. Each row represents a role, and for each role, both overall and specific responsibilities are provided.

Table: Operations Review Team Role Matrix

Team	Overall responsibilities	Specific responsibilities in the operations review
Review Team	Scope, parameters, and agenda of review. Communication of meeting details to team members. Facilitation of review. Knowledge and authority to make decisions regarding operations. Commitment for action items for functional areas they represent.	Questions the Review Team Asks Has the planned operation of the service solution's underpinning service delivery mechanism been appropriate to support delivery on established service levels? Can we adjust the mechanism to be more effective in meeting established service levels? Can we adjust the mechanism to operate more efficiently and less expensively? Were planning assumptions about the state and needs of the IT operations environment (organization and infrastructure) on target? Has the IT operations environment had an impact on the ability of the underpinning service delivery mechanism to meet established service levels? Has the environment changed or do we anticipate that it will change? Is the existing documentation of day-to-day operations activities and tasks adequate?
Development Team	Solution Development Testing User Education Logistics Support Implications Documentation	Service Level Data Confirm validity of service level data. Service Delivery Mechanism Present planning assumptions relative to service delivery mechanism. Take lessons learned from the review back to the development team to apply to subsequent service solution development projects. IT Operations Environment (infrastructure and organization) Present planning assumptions relative to the IT operations environment, including those about hardware, software, training, and documentation.
Users	Users of the service solution are operational "hands on the keyboard" users.	Users do not participate in this review, except to receive a customer/user-focused communication as to the review action items and expected benefits for customer/users.
Customers	Customers of the system are ordinarily the managers who have approved and funded the development of the service solution.	Customers do not participate in this review, except to receive a customer/user-focused communication as to the review action items and expected benefits for customer/users.
Release Team	Change Management Release/Systems Engineering Configuration Control/Asset Management Software Distribution/Licensing Quality assurance MSF liaison	Service Level Data Confirm validity of service level data. Service Delivery Mechanism Present planning assumptions relative to service delivery mechanism. Present information about RFCs related to the service delivery mechanism since release or last review. IT Operations Environment (infrastructure and organization) Present planning assumptions relative to the IT operations environment. Present data regarding actual changes requested and enacted since release or the last review. Present information about upcoming changes to the IT operations environment. Documentation Confirm that the existing documentation of day-to-day operations activities and tasks is adequate.
Infrastructure Team	Enterprise Architecture Infrastructure Engineering Capacity Management Cost/IT Budget Management Resource and Long-Range Planning	Service Level Data Confirm validity of service level data. Service Delivery Mechanism Present planning assumptions relative to service delivery mechanism. Present data regarding planned-versus-actual capacity. Advise team about capacity implications of suggested adjustments. IT Operations Environment (infrastructure and organization) Present planning assumptions relative to the IT operations environment. Present data regarding planned-versus-actual capacity. Present data on actual and check suggested adjustments against: Enterprise architecture. Infrastructure engineering. Shared data management. Data center management. Management of physical environments and infrastructure tools. Hardware/software standards. Documentation Confirm that the existing documentation of day-to-day operations activities and tasks is adequate.
Support Team	Service Desk/Help Desk Production/Product Support Problem Management Service Level Management	Service Level Data Confirm validity of service level data. Service Delivery Mechanism Present planning assumptions relative to service delivery mechanism. Present data on actual and check suggested adjustments against: Service desk/help desk. Production/product support. Problem management. Service level agreement management. Problem resolution. Customer support. Workforce management. IT Operations Environment (infrastructure and organization) Present planning assumptions relative to the IT operations environment. Present data on actual and check suggested adjustments against: Service desk/help desk. Production/product support. Problem management. Service level agreement management. Problem resolution. Customer support. Workforce management. Documentation Confirm that the existing documentation of day-to-day operations activities and tasks is adequate.
Operations Team	Messaging Operations Database Operations Network Administration Monitoring/Metrics Availability Management	Act as Review Team Lead Service Level Data Confirm validity of service level data. Service Delivery Mechanism Present planning assumptions relative to service delivery mechanism. Confirm reasonableness of SLA/OLAs relative to the operations function. Confirm all automated infrastructure support mechanisms work, are sufficient to meet SLA/OLAs, and have thresholds set correctly. Confirm backups can be made within specified timelines initially and on an ongoing basis based on projected growth. Confirm that all required operations documentation, including backups, monitoring, maintenance, procedures, contacts, and escalation paths exist and are adequate. Confirm reasonableness of all operations staff work tasks related to the monitoring, backup, directory, telecom, and print services related to the service solution. Ensure that written procedures exist for each of these tasks, including escalation paths and primary/secondary support contact information. Confirm that administrative tasks expected of the operations staff are documented and reasonable given operations staff workload. Assess that failover and recovery, availability management, and security measures are adequate for meeting SLA/OLAs for the particular service solution. Advise team about operations implications of suggested adjustments. IT Operations Environment (infrastructure and organization) Present planning assumptions relative to the IT operations environment. Confirm operations staffing is in place and adequate (that is, sufficient staffing, skills) for the service solution. Advise team about operations implications of suggested adjustments. Documentation Confirm that the existing documentation of day-to-day operations activities and tasks is adequate.
Partners	Dedicated management of external support and services including: Maintenance Vendors Environment Support Managed Services, Outsourcers, Trading Partners Software/Hardware Suppliers	Service Level Data Confirm validity of service level data. Service Delivery Mechanism Present planning assumptions relative to service delivery mechanism. Confirm that all required documentation relative to services supplied for the particular service solution is adequate. Assess if current contract, headcount, and staff skill levels are sufficient to support this particular service solution, or if adjustments need to be made to meet SLA/OLAs. Confirm reasonableness of SLA/OLAs for the service solution relative to the supplier's function. Advise team about implications of suggested adjustments on supplied products/services. IT Operations Environment (infrastructure and organization) Present planning assumptions relative to the IT operations environment. Advise team about implications of suggested adjustments on supplied products/services. Documentation Confirm that the existing documentation of day-to-day operations activities and tasks is adequate.
Security Team	Intellectual Property Protection Network and System Security Intrusion Detection Virus Protection Audit and Compliance Administration Contingency Planning	Service Level Data Confirm validity of service level data. Service Delivery Mechanism Present planning assumptions relative to service delivery mechanism. Confirm that all documentation relative to the security function is adequate. Confirm that the service solution conforms to the organization's security standards and policies and does not create security risks. Confirm that virus protection, authentication, and intrusion detection solutions are in place and encompass the new service solution. IT Operations Environment (infrastructure and organization) Present planning assumptions relative to the IT operations environment. Advise team about security implications of suggested adjustments. Documentation Confirm that documentation of day-to-day operations tasks is adequate.