Remote IT Infrastructure Support engagements consist of the Ascella Initiation Phase, followed by the standard five phases incorporated in the Rational Unified Process. These phases generally include the following major tasks Click to view larger image Initiation – Client provides overview of the business, information on the specific hardware and applications, current responsibilities for IT support and business goals for considering remote support. The Ascella team analyses client infrastructure using standard models, identifies special elements such as multiple locations, staff constraints, schedules, etc. and prepares a preliminary estimate, draft concept of operations and draft SLA. Clarification and negotiation followed by contract execution. Inception—Short, focused phase, usually 2 weeks or less to confirm requirements, inventory, identify staff and other resources, gain initial access to network, prepare a project plan and implement management and QA processes Elaboration—With client assistance, Ascella compiles complete inventory, provides detailed specifications for changes, provide analyses supporting recommendations, moves on procurement of new requirements, analyzes issues and risks. Complete future state Concept of Operations. Overlaps with Construction, when first new hardware/software installed or changes implemented. Begin organization change management. Construction—Complete, test, implement and document changes and new installations. Support client acceptance tests, QA all processes and services, cutover to new components; provide training and documentation as required. Identify and manages changes, adjusting any or all: scope, schedule, or contract. Assist client with change management. Transition—Complete cutover and implementation of new hardware and support processes. Review, update and execute standard processes in normal production mode (back-up, disaster recovery, help desk, problem tracking and resolution reporting. Solicit user feedback and suggestions Support—Execute normal operational cycles, collecting assessment data to establish benchmarks for future productivity enhancements. Collect and analyze new recommendations and propose long term goals for client review. Manage and report against SLA. As noted above, Ascella uses CSM during the entry into client organizations and transition to ongoing service delivery. But CSM also incorporates operational guidance covering best practices for ongoing management and support of an organization’s portfolio of business systems and technologies