Operations and Maintenance Plan

RACI Matrix for Application Name (???)

RACI: R=Responsible, A=Accountable, C=Consulted, I=Informed

Mainframe
305A Facilities

Enterprise
305B Physical
Technical

350A Network
32 Application

315A Desktop
312 Database
01A2 Incident

Windows
Configuration

Infrastructure
Management

Management

Management
Management
Management

Management

Management
Management
Management
Management
Management
Management
01A1B Asset

Shift Support
302 Contract
and Problem

IBM Support
Connectivity

Media

Swing/Night
0E1 Access

Technology
Information

Knowledge

PITC
Internal
0D Service
0B Special

Production
Production
Hawsabah

Enterprise

315 Open
Customer

311 UNIX

Support -
Data

303 Cost
Services

Systems
Chief

Property

Problem
Projects

Security

Security
0E3Security
Security

Support
Support

Storage
313Support

Support

Support

Support
Change

314Support

Support

Support
Service

Vendor
Control

01A1C
01A1D

01A2D
01A1A

01A1E

Austin
Office
Level

305D

314A
Operating

CCC

0E2

316
Role Activity Comments
Environment

352B
315B
and
0F
0C

310
Production Application Assess Data Loss and Determine R A R C C C C C C
Administration Data Recovery Requirements

Production Application Establish Backup Schedules - R I R I A R

Administration Mainframe
Production Application Establish Backup Schedules - UNIX R I R I A
Administration
Production Application Establish Backup Schedules - R I R I A
Administration WINTEL
Production Application Establish Monitoring Requirements C A I I C C C C C C
Administration and Parameters
Production Application Establish/Maintain Application C A R
Administration Access Authorizations and Profiles

Production Application Implement Software Upgrades A C I R R R R R R C

Administration
Production Application Maintain Application Server - I I A
Administration Mainframe
Production Application Maintain Application Server - UNIX I I A
Administration
Production Application Maintain Application Server - I I A
Administration WINTEL
Production Application Monitor Application Logs A
Administration
Production Application Serve as Point of Contact for VA- R A I
Administration Wide User Application Support
Production Application Define Capacity and Scalability A C R I C C C C
Architecture Requirements Using Historical
Trends
Production Application Produce Application Data Interface A C I C I I
Architecture Diagram (Functional Interface)

Production Application Produce Network Topology Diagram C I A I C I C C C C R

Architecture (Physical Connection Service Layer)

Production Application Provide System Profile C R A I C C C C C

Architecture
Production Application Design Application Software R A C
Development
Production Application Develop and Distribute User Guides C A I I
Development
Production Application Develop and Document Optimization A R R I I I I I
Development Techniques

Department of Veterans Affairs

Data Date: MM/DD/YYYY Page 1 of 11
CDCO - Austin ITC
 Operations and Maintenance Plan
RACI Matrix for Application Name (???)

RACI: R=Responsible, A=Accountable, C=Consulted, I=Informed

Mainframe
305A Facilities

Enterprise
305B Physical
Technical

350A Network
32 Application

315A Desktop
312 Database
01A2 Incident

Windows
Configuration

Infrastructure
Management

Management

Management
Management
Management

Management

Management
Management
Management
Management
Management
Management
01A1B Asset

Shift Support
302 Contract
and Problem

IBM Support
Connectivity

Media

Swing/Night
0E1 Access

Technology
Information

Knowledge

PITC
Internal
0D Service
0B Special

Production
Production
Hawsabah

Enterprise

315 Open
Customer

311 UNIX

Support -
Data

303 Cost
Services

Systems
Chief

Property

Problem
Projects

Security

Security
0E3Security
Security

Support
Support

Storage
313Support

Support

Support

Support
Change

314Support

Support

Support
Service

Vendor
Control

01A1C
01A1D

01A2D
01A1A

01A1E

Austin
Office
Level

305D

314A
Operating

CCC

0E2

316
Role Activity Comments
Environment

352B
315B
and
0F
0C

310
Production Application Document Installation and R A I I I I
Development Deployment Procedures
Production Asset Account for Assets on Equipment I R A R R R R R R
Management Inventory Listing (EIL)
Production Asset Decommission CI(s) Assets I R R I A R R R R R R R
Management
Production Asset Provide Configuration Management R R I A R R R R R R R
Management with Asset Management Information

Production Asset Receive Assets and Store in I R R I A R R R R R R

Management Definitive Hardware Store
Production Availability Analyze Availability R I
Management
Production Availability Collect Availability Data C I
Management
Production Availability Develop and Implement Availability A R C C C C C C C C
Management Improvements where Cost Effective

Production Availability Report Incidents/Problems for A I R R R R R R R R

Management Capacity or Performance Threshold
Events
Production Build Archive Silver and Gold Builds A I I
Management
Production Build Document Outstanding Defects and R A I I C
Management Workarounds
Production Build Establish Final Release A I R
Management Configuration (Gold Build Package)

Production Build Implement Approved Changes A C I I R R R R R R R R R

Management
Production Build Record Database Configuration R C A
Management Detail
Production Build Record Hardware Configuration R I A R R R R R
Management Detail
Production Build Record Software Configuration A C I I R R R R R
Management Detail
Production Build Report Release Status A C I C C C C C C C C
Management
Production Build Update configuration items in A I I I I R R R R R R R
Management CMDB/Version Control System
(VCS)

Department of Veterans Affairs

Data Date: MM/DD/YYYY Page 2 of 11
CDCO - Austin ITC
 Operations and Maintenance Plan
RACI Matrix for Application Name (???)

RACI: R=Responsible, A=Accountable, C=Consulted, I=Informed

Mainframe
305A Facilities

Enterprise
305B Physical
Technical

350A Network
32 Application

315A Desktop
312 Database
01A2 Incident

Windows
Configuration

Infrastructure
Management

Management

Management
Management
Management

Management

Management
Management
Management
Management
Management
Management
01A1B Asset

Shift Support
302 Contract
and Problem

IBM Support
Connectivity

Media

Swing/Night
0E1 Access

Technology
Information

Knowledge

PITC
Internal
0D Service
0B Special

Production
Production
Hawsabah

Enterprise

315 Open
Customer

311 UNIX

Support -
Data

303 Cost
Services

Systems
Chief

Property

Problem
Projects

Security

Security
0E3Security
Security

Support
Support

Storage
313Support

Support

Support

Support
Change

314Support

Support

Support
Service

Vendor
Control

01A1C
01A1D

01A2D
01A1A

01A1E

Austin
Office
Level

305D

314A
Operating

CCC

0E2

316
Role Activity Comments
Environment

352B
315B
and
0F
0C

310
Production Business Define System Criticality Service I A I I
Continuity Level
Management
Production Business Maintain ACP Testing Schedule I I A I I I I I I I I I I I I I I I I I I I I
Continuity
Management
Production Business Manage Application Contingency A I R C C C C C C C C C C C C C
Continuity Plans (ACP)
Management
Production Business Perform Application Specific Testing A C I R R R R R R R R
Continuity Recovery at BCP Alternate Site
Management
Production Business Plan and Implement Data Recovery R I C R R A R I R
Continuity Capabilities
Management
Production Capacity Develop and Maintain Application R C A I
Management Specific Capacity Plan

Production Capacity Effect Performance Tuning A I I R R R R R R R R

Management
Production Capacity Monitor Applications Software A I C C C I C R C R
Management Performance
Production Capacity Monitor Database Server C I I R
Management Performance
Production Capacity Monitor Hardware Performance I I R R R R R
Management
Production Capacity Monitor Network Performance C I I R R
Management
Production Capacity Monitor Operating System C I I R R I R R R
Management Performance
Production Change Coordinate Service Upgrades and A I C C C C C C C C C C C C
Management Service Outage Windows through
the CAB
Production Change Effect Change through AITC A R I R R R R R R R R R
Management Standardized Process
Production Change Manage Scheduled R R I I A R R R R R R R
Management Facility/Infrastructure Outages
Production Change Participate in Scheduled CAB/CCB A R C
Management Meetings to Discuss Proposed and
Scheduled Changes

Department of Veterans Affairs

Data Date: MM/DD/YYYY Page 3 of 11
CDCO - Austin ITC
 Operations and Maintenance Plan
RACI Matrix for Application Name (???)

RACI: R=Responsible, A=Accountable, C=Consulted, I=Informed

Mainframe
305A Facilities

Enterprise
305B Physical
Technical

350A Network
32 Application

315A Desktop
312 Database
01A2 Incident

Windows
Configuration

Infrastructure
Management

Management

Management
Management
Management

Management

Management
Management
Management
Management
Management
Management
01A1B Asset

Shift Support
302 Contract
and Problem

IBM Support
Connectivity

Media

Swing/Night
0E1 Access

Technology
Information

Knowledge

PITC
Internal
0D Service
0B Special

Production
Production
Hawsabah

Enterprise

315 Open
Customer

311 UNIX

Support -
Data

303 Cost
Services

Systems
Chief

Property

Problem
Projects

Security

Security
0E3Security
Security

Support
Support

Storage
313Support

Support

Support

Support
Change

314Support

Support

Support
Service

Vendor
Control

01A1C
01A1D

01A2D
01A1A

01A1E

Austin
Office
Level

305D

314A
Operating

CCC

0E2

316
Role Activity Comments
Environment

352B
315B
and
0F
0C

310
Production Change Provide Documentation and Support A R C
Management to CCAB in Review of Proposed
Changes
Production Change Review Proposed Changes for A C I I C C C C C C
Management Impact on Configuration Items (CI's)

Production Configuration Develop and Maintain Configuration A I R C R R I R

Management Management Plan (CMP)

Production Configuration Update System Interaction Diagrams R C C I A I R R R R R R R

Management (SIDs) to Reflect as Built Conditions

Production Database Allocate System Storage for the I I A C I

Administration Database
Production Database Control and Monitor User Access to I I C R A
Administration Database at Connection Service
Layer
Production Database Enroll Users and Maintain I A R
Administration Connection Service Layer Access
Security
Production Database Establish COOP Strategy for Logical R C I A
Administration and Physical Backups
Production Database Estimate Storage Requirements for R C R R R R R R
Administration Application
Production Database Implement and Maintain Operational R I R R A R R
Administration Scripts
Production Database Implement Database Security and C I R R A R R R
Administration Upgrades/Patches
Production Database Maintain Operational Database A R
Administration Management Tools
Production Database Maintain Record of Database I R R R A R
Administration Operational Event Logs
Production Database Modify Application Database I I I A R
Administration Structure
Production Database Monitor and Optimize Database C I C C A C C C C
Administration Performance
Production Database Perform Data Restoration Activities C C R I R R A R R R R
Administration
Production Database Provide Operational Database C R A Assumes
Administration Schedules Mainframe

Production Database Provide Resilience and Fail-Over C A

Administration Testing Schedule

Department of Veterans Affairs

Data Date: MM/DD/YYYY Page 4 of 11
CDCO - Austin ITC
 Operations and Maintenance Plan
RACI Matrix for Application Name (???)

RACI: R=Responsible, A=Accountable, C=Consulted, I=Informed

Mainframe
305A Facilities

Enterprise
305B Physical
Technical

350A Network
32 Application

315A Desktop
312 Database
01A2 Incident

Windows
Configuration

Infrastructure
Management

Management

Management
Management
Management

Management

Management
Management
Management
Management
Management
Management
01A1B Asset

Shift Support
302 Contract
and Problem

IBM Support
Connectivity

Media

Swing/Night
0E1 Access

Technology
Information

Knowledge

PITC
Internal
0D Service
0B Special

Production
Production
Hawsabah

Enterprise

315 Open
Customer

311 UNIX

Support -
Data

303 Cost
Services

Systems
Chief

Property

Problem
Projects

Security

Security
0E3Security
Security

Support
Support

Storage
313Support

Support

Support

Support
Change

314Support

Support

Support
Service

Vendor
Control

01A1C
01A1D

01A2D
01A1A

01A1E

Austin
Office
Level

305D

314A
Operating

CCC

0E2

316
Role Activity Comments
Environment

352B
315B
and
0F
0C

310
Production Database Request Database Vendor Support I A
Administration for Server Specific Issues
Production Database Specify Modifications of Application R A C
Administration Database Structure
Production Desktop Integrate and Test Information A
Support Systems Hardware and Software for
AITC Workstations
Production Desktop Manage Desktop Configurations C I A
Support (Images) for AITC Workstations
Production Desktop Perform Hardware Installs, Moves, C A
Support Adds and Changes for AITC
Workstations
Production Desktop Report Desktop Incidents and R A R
Support Problems into USD for AITC
Workstations
Production Incident Assess Knowledge Base to Identify A C R
Management Potential Solutions
Production Incident Document Incident Escalation R C A
Management Procedures
Production Incident Escalate Incidents/Requests R R A
Management
Production Incident Issue FLASH and/or ANR Message C I A
Management for Critical Maintenance
Production Incident Log and Track Incidents/Requests R R A R R R R R R R R
Management
Production Incident Notify AITC Incident Response R A R R R R R R R
Management Team
Production Incident Notify Customer of Incident I I A
Management
Production Incident Perform Triage for R R A R R R R R R R R
Management Incidents/Requests
Production Incident Provide Incident Reporting and R I C A I I I I I I I I
Management Distribution
Production Incident Respond to Incidents/Requests R R A R R R R R R R R
Management
Production Incident Train Service Desk Staff C C A
Management
Production Network Manage Network Connectivity as I R R R R R R A
Administration Described in Application Network
Topology
Production Network Provision Long-Haul Circuits C I R I R A I
Administration

Department of Veterans Affairs

Data Date: MM/DD/YYYY Page 5 of 11
CDCO - Austin ITC
 Operations and Maintenance Plan
RACI Matrix for Application Name (???)

RACI: R=Responsible, A=Accountable, C=Consulted, I=Informed

Mainframe
305A Facilities

Enterprise
305B Physical
Technical

350A Network
32 Application

315A Desktop
312 Database
01A2 Incident

Windows
Configuration

Infrastructure
Management

Management

Management
Management
Management

Management

Management
Management
Management
Management
Management
Management
01A1B Asset

Shift Support
302 Contract
and Problem

IBM Support
Connectivity

Media

Swing/Night
0E1 Access

Technology
Information

Knowledge

PITC
Internal
0D Service
0B Special

Production
Production
Hawsabah

Enterprise

315 Open
Customer

311 UNIX

Support -
Data

303 Cost
Services

Systems
Chief

Property

Problem
Projects

Security

Security
0E3Security
Security

Support
Support

Storage
313Support

Support

Support

Support
Change

314Support

Support

Support
Service

Vendor
Control

01A1C
01A1D

01A2D
01A1A

01A1E

Austin
Office
Level

305D

314A
Operating

CCC

0E2

316
Role Activity Comments
Environment

352B
315B
and
0F
0C

310
Production Problem Manage Root Cause Analysis R C C A C C C C C C C C C
Management
Production Problem Provide Escalation and Crisis R C C A C C C C C C C C C
Management Support
Production Problem Provide Incident Analysis and R C C A C C C C C C C C C
Management Diagnosis
Production Program Assemble Customer Change C A I
Management Advisory Board (CCAB)
Production Program Develop and maintain Operations A C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C
Management and Maintenance (O&M) Plan
Production Program Monitor and Control Actionable A I C C
Management Procurement Package
Production Program Monitor and Control Customer A I C
Management Contract Performance
Production Program Notify AITC Physical Security of A C
Management Planned Visits
Production Project Develop Cost Estimates for Change A C I C C C C C C C C
Management Orders/Service Requests
Production Project Maintain Project Work Breakdown A I C C C C C C C
Management Structure (WBS) Schedule

Production Project Monitor Project Performance A I C C C C C C C

Management
Production Release Confirm Completion of Build Testing A I I I
Management Prior to Production Migration

Production Release Plan Deployment(s) A R C I C C C C C C C C C C

Management
Production Release Prepare and Update Change Orders A R I
Management
Production Release Provide Release Plan (to R A I I
Management Stakeholders)
Production Release Provide Status of Release A R I I
Management
Production Release Provide Supporting Documentation A R I
Management for Final Implementation and Sign-off

Production Release Provide Training (Users and Support R A C

Management Personnel)
Production Security Administer User Access to Database C C C A
Management Software
Production Security Develop and Maintain Incident A I C C
Management Response Plan

Department of Veterans Affairs

Data Date: MM/DD/YYYY Page 6 of 11
CDCO - Austin ITC
 Operations and Maintenance Plan
RACI Matrix for Application Name (???)

RACI: R=Responsible, A=Accountable, C=Consulted, I=Informed

Mainframe
305A Facilities

Enterprise
305B Physical
Technical

350A Network
32 Application

315A Desktop
312 Database
01A2 Incident

Windows
Configuration

Infrastructure
Management

Management

Management
Management
Management

Management

Management
Management
Management
Management
Management
Management
01A1B Asset

Shift Support
302 Contract
and Problem

IBM Support
Connectivity

Media

Swing/Night
0E1 Access

Technology
Information

Knowledge

PITC
Internal
0D Service
0B Special

Production
Production
Hawsabah

Enterprise

315 Open
Customer

311 UNIX

Support -
Data

303 Cost
Services

Systems
Chief

Property

Problem
Projects

Security

Security
0E3Security
Security

Support
Support

Storage
313Support

Support

Support

Support
Change

314Support

Support

Support
Service

Vendor
Control

01A1C
01A1D

01A2D
01A1A

01A1E

Austin
Office
Level

305D

314A
Operating

CCC

0E2

316
Role Activity Comments
Environment

352B
315B
and
0F
0C

310
Production Security Develop and Maintain A R C C C C C C C C
Management Interconnection Security Agreements
(ISAs)
Production Security Develop and Maintain Privacy R R A C
Management Impact Assessment (PIA)
Production Security Develop and Maintain Risk A C R I C C C C C C C C C
Management Assessment
Production Security Develop and Maintain Security C I A
Management Configuration Checklists
Production Security Develop and Maintain Security Plan A C C I C C C C C C C C C
Management
Production Security Ensure Firewall Security C A
Management
Production Security Ensure Physical Security of Facility A
Management
Production Security Ensure Router and Switch Security C A
Management
Production Security Generate Reviews and Audit C I A C C
Management Reports
Production Security Install System Security Monitors A I C
Management
Production Security Manage and Review Application I I A
Management Access Logs
Production Security Obtain and Maintain Authority to A I R I
Management Operate (ATO)
Production Security Perform Security Audits A C C C C C C
Management
Production Security Perform Security Controls Testing A R R
Management
Production Security Update SMART with security C C A
Management artifacts
Production Security Validate Application Security I I A
Management Measures
Production Service Level Develop Customer Contract R C A
Management
Production Service Level Ensure Service Availability Meets A C R
Management SLAs
Production Service Level Provide System Performance I I C C C C C C C
Management Information
Production Storage Decommission Storage Media R I A R R R R R
Management
Production Storage Provision (Configure and Allocate) C C I I R R A R R
Management Storage

Department of Veterans Affairs

Data Date: MM/DD/YYYY Page 7 of 11
CDCO - Austin ITC
 Operations and Maintenance Plan
RACI Matrix for Application Name (???)

RACI: R=Responsible, A=Accountable, C=Consulted, I=Informed

Mainframe
305A Facilities

Enterprise
305B Physical
Technical

350A Network
32 Application

315A Desktop
312 Database
01A2 Incident

Windows
Configuration

Infrastructure
Management

Management

Management
Management
Management

Management

Management
Management
Management
Management
Management
Management
01A1B Asset

Shift Support
302 Contract
and Problem

IBM Support
Connectivity

Media

Swing/Night
0E1 Access

Technology
Information

Knowledge

PITC
Internal
0D Service
0B Special

Production
Production
Hawsabah

Enterprise

315 Open
Customer

311 UNIX

Support -
Data

303 Cost
Services

Systems
Chief

Property

Problem
Projects

Security

Security
0E3Security
Security

Support
Support

Storage
313Support

Support

Support

Support
Change

314Support

Support

Support
Service

Vendor
Control

01A1C
01A1D

01A2D
01A1A

01A1E

Austin
Office
Level

305D

314A
Operating

CCC

0E2

316
Role Activity Comments
Environment

352B
315B
and
0F
0C

310
Production Storage Track Storage Utilization and Assure I R R R A R R
Management Adequate Space to Accommodate
Growth
Production System Configure and Install Software, C C C I A
Administration Scripts and Parameter Settings -
Mainframe
Production System Configure and Install Software, C C C I A
Administration Scripts and Parameter Settings -
UNIX
Production System Configure and Install Software, C C C I A
Administration Scripts and Parameter Settings -
WINTEL
Production System Create and Administer Backup C I R A R C
Administration Schedules and Media - Mainframe

Production System Create and Administer Backup C I R A R

Administration Schedules and Media - Open
Systems
Production System Create Infrastructure Change Orders C I I A R R R R R R R R
Administration for Scheduled System
Outages/Preventative Maintenance

Production System Ensure Power Monitoring (UPS and C A

Administration Generator)
Production System Implement/Repair I I C I I I R A R
Administration Hardware/Software Upgrades -
Mainframe
Production System Implement/Repair I I C I I I A R R
Administration Hardware/Software Upgrades - UNIX

Production System Implement/Repair I I C I I I A R R

Administration Hardware/Software Upgrades -
WINTEL
Production System Monitor and Maintain System Logs - I I R R
Administration Mainframe
Production System Monitor and maintain system logs - C I R R
Administration UNIX
Production System Monitor and Maintain System Logs - C I R R
Administration WINTEL
Production System Monitor System Resources Using I C A
Administration Automated Monitoring Tools -
Mainframe

Department of Veterans Affairs

Data Date: MM/DD/YYYY Page 8 of 11
CDCO - Austin ITC
 Data Date: MM/DD/YYYY
Operating

Production
Production
Production
Production
Production
Environment

System
System
System
System
System
Role

Administration
Administration
Administration
Administration
Administration

WINTEL

Production Jobs
Processing Calendars
Perform File Transfers
Activity

Automated Monitoring Tools -

Setup Processing Calendars for

Monitor System Resources Using
Monitor System Resources Using
Automated Monitoring Tools - UNIX

Schedule Production Jobs Including

32 Application
I
I

C
C
C

Management
Services
I
I
A

Customer
CCC
Hawsabah
0B Special
0CProjects
Internal
Control
0D Service
Service
Level
Management
0E1 Access
Security
0E2
Information
0E3Security
Technical
Security
0F Chief
Technology
01A1A
Office
Configuration
Management
01A1B Asset

CDCO - Austin ITC

Management
01A1C
I
I

Department of Veterans Affairs

Change
01A1D
Management
Knowledge
and Data
01A1E
RACI Matrix for Application Name (???)
Operations and Maintenance Plan

Management
Property
01A2 Incident
Management
C
C

and Problem
01A2D
Management
Problem
Management
302 Contract
Management
303 Cost
Management
305A Facilities
Management
305B Physical
Security
305D
Enterprise
Connectivity
310 Windows
A

Support
311 UNIX
A

Support
312 Database
313Support
Enterprise
RACI: R=Responsible, A=Accountable, C=Consulted, I=Informed

Storage
314Support
Mainframe
Support
314A
A
A

Production
315 Open
Support
Systems
R R

Infrastructure
315A Desktop
Support
Support
315B Media
Production
316
Support
Swing/Night
350A Network
Shift Support
R

Support -
Austin
352B PITC
IBM Support
Vendor
Comments

Page 9 of 11
 Operations and Maintenance Plan
RACI Matrix for Application Name (???)

RACI: R=Responsible, A=Accountable, C=Consulted, I=Informed

Application

Hawsabah
Customer
Services
provider
Support
Operating

CCC
Role Activity
Environment

Production Application Administration Assess Data Loss and Determine Data Recovery Requirements R I A
Production Application Administration Establish Backup Schedules - DB R I A
Production Application Administration Maintain Application Server - Hollat R I A
Production Application Administration Maintain Application Server -Live chat and chatbot R I A
Production Application Development Develop and Distribute User Guides R I A
Production Application Development Document Installation and Deployment Procedures R I A
Production Build Management Archive last 3 Builds R I A
Production Build Management Document Outstanding Defects and Workarounds R I A
Production Build Management Establish Final Release Configuration R I A
Production Build Management Implement Approved Changes R I A
Production Build Management Record Database Configuration Detail R I A
Production Build Management Record Hardware Configuration Detail R I A
Production Build Management Record Software Configuration Detail R I A
Production Build Management Report Release Status R I A
Production Business Continuity Management Define System Criticality Service Level R A I
Production Business Continuity Management Maintain Testing Schedule R I A
Production Business Continuity Management Manage Application Contingency Plans (ACP) R I A
Production Business Continuity Management Plan and Implement Data Recovery Capabilities R I A
Production Change Management Coordinate Service Upgrades and Service Outage Windows through the R I A
CAB
Production Change Management Effect Change through Standardized Process R I A
Production Change Management Participate in Scheduled CAB/CCB Meetings to Discuss Proposed and R I A
Scheduled Changes
Production Change Management Provide Documentation and Support to CCAB in Review of Proposed R I A
Changes
Production Change Management Review and approve Proposed Changes for Impact on Configuration R A A
Items (CI's)
Production Incident Management Assess Knowledge Base to Identify Potential Solutions R I A
Production Incident Management Document Incident Escalation Procedures R I A
Production Incident Management Escalate Incidents/Requests R I A
Production Incident Management Log and Track Incidents/Requests R I A
Production Incident Management Notify Incident Response Team R I A
Production Incident Management Notify Customer of Incident R I A
Production Incident Management Perform Triage for Incidents/Requests R I A
Production Incident Management Provide Incident Reporting and Distribution R I A
Production Incident Management Respond to Incidents/Requests R I A
Production Incident Management Train Service Desk Staff R I A
Production Release Management Confirm Completion of Build Testing Prior to Production Migration R I A
Production Release Management Plan Deployment(s) R I A
Production Release Management Prepare and Update Change Orders R I A
Production Release Management Provide Release Plan (to Stakeholders) R I A
Production Release Management Provide Status of Release R I A
Production Release Management Provide Supporting Documentation for Final Implementation and Sign- R A A
off

Department of Veterans Affairs

Data Date: MM/DD/YYYY Page 10 of 11
CDCO - Austin ITC
 Operations and Maintenance Plan
RACI Matrix for Application Name (???)

RACI: R=Responsible, A=Accountable, C=Consulted, I=Informed

Application

Hawsabah
Customer
Services
provider
Support
Operating

CCC
Role Activity
Environment

Production Release Management Provide Training (Users and Support Personnel) R I A

Production Service Level Management Ensure Service Availability Meets SLAs R I A

Department of Veterans Affairs

Data Date: MM/DD/YYYY Page 11 of 11
CDCO - Austin ITC