The WIP Lead must assess the final status of the Support WIP and tickets to capture any variance to the contracted service scope and the impact as a result of current ticket backlog.

The assessment may include a review of:

• Support WIP and tickets scope, assumptions and constraints
• The support plan (including. progress, robustness, contingency and cutover plans)
• Current status
• Change controls
• External dependencies
• Resource plans
• Non-manpower costs (e.g. third parties, licenses, services)
• Test strategy and plans
• Documentation, knowledge management and user training plans
• Quality process
• Risk and issue management including mitigation plans
• Priorities.

The Support WIP Status Log is shared and discussed in the Operational Readiness Assessment (ORA) meetings to aid smooth handover to the Service Delivery Teams.