Fictional case study · Document 20 · Week 13
Operations Handover
The delivery team transfers the service, recovery procedures and support responsibilities to operations.
Illustrative project record. AegisShield, BookEasy, the people, decisions and outcomes are fictional.
Handover context
Following the fictional week-12 release and stabilization, the PM coordinates the transfer of the BookEasy increment to the teams responsible for ongoing support. These records describe a simulated handover; the case does not claim that real operational files or production systems exist.
Handover checklist
| Item | Receiving role | Fictional handover outcome |
|---|---|---|
| Service and connector operation | DevOps / SRE | Reviews the supported service configuration and ownership of ingestion monitoring. |
| Operational alerts and escalation | DevOps / SRE | Receives the agreed process for investigating delivery failures and contacting Engineering or Customer Success. |
| Database recovery and data reconciliation | Database operations | Reviews the rehearsed restore procedure and the approach for handling writes made after cutover. |
| Test results and known limitations | Engineering / QA | Receives the agreed test results, ISS-01 resolution and pilot-scope limits. |
| Pilot outcome and customer communications | Customer Success | Receives BookEasy's fictional acceptance and the communication history. |
Delivered documents
| Document / version | Delivered by | Received by | Acceptance date |
|---|---|---|---|
| Runbook and recovery plan v1.1 | DevOps / Database | DevOps / SRE | March 27, 2026 |
| Test and release evidence v1.0 | QA / Security | Support lead | March 27, 2026 |
| BookEasy pilot acceptance v1.0 | Customer Success | Support and Product | March 27, 2026 |
| Known limitations and issue log v1.0 | PM / Engineering | Support lead | March 27, 2026 |
Support coverage and escalation
Support coverage is business hours, Monday-Friday, Eastern Time, with the on-call DevOps/SRE contact for critical service or ingestion failures outside those hours. The escalation path is Support lead -> DevOps/SRE -> Engineering lead -> CTO / sponsor for a release, security, data-integrity, or service-continuity decision.
Acceptance and remaining work
On March 27, 2026 (simulated), receiving owners confirmed access to the service, monitoring, logs, runbook, and recovery procedures. They reviewed how to monitor service health and execute restore, reconciliation, and application rollback. Support for this increment moves to the normal operational teams. Assessment and rollout for other customers remain outside this project and require a separate decision.
Open items
| Pending item | Owner | Due | Operations acceptance |
|---|---|---|---|
| Confirm first post-handover monitoring review | DevOps / SRE | April 3, 2026 | Support lead accepted |
| Review pilot-scope limitation with Product | Customer Success | April 3, 2026 | Support lead accepted |
Key terms
Handover: transfer of service, documents and support ownership. Runbook: step-by-step operating and recovery instructions. Escalation: moving an issue to a role with more authority or technical ownership. Known limitations: conditions the service does not cover or that remain outside the project scope.