Project Toolkit

Handover Document

Handover Document

Formal documentation for transferring project deliverables to operational teams, ensuring smooth transition and ongoing support.

Handover Document

The Handover Document formalises the transfer of project deliverables to operational teams, providing everything needed for ongoing support, maintenance, and management.

Purpose

The Handover Document:

  • Formally transfers ownership
  • Provides operational information
  • Documents support arrangements
  • Ensures knowledge transfer
  • Enables ongoing maintenance
  • Supports incident resolution

Handover Process

flowchart LR A[Prepare
Documentation] --> B[Knowledge
Transfer] B --> C[Handover
Meeting] C --> D[Acceptance
Sign-off] D --> E[Hypercare
Period] E --> F[Full
Transition] classDef blue fill:#108BB9,stroke:none,color:#fff class A,B,C,D,E,F blue

Handover Document Template

Document Header

Field Content
Project Customer Portal Enhancement
System/Service Customer Portal v2.0
Handover Date 07 June 2026
From Project Team
To IT Operations
Document Owner John Smith (PM)
Version 1.0

System Overview

System Description

Aspect Description
Name Customer Portal
Purpose Customer self-service for account management
Users 50,000 external customers
Availability 24/7
Criticality High

Architecture Overview

flowchart TD A[Load Balancer] --> B[Web Servers] B --> C[Application Servers] C --> D[Database] C --> E[API Gateway] E --> F[Backend Systems] classDef blue fill:#108BB9,stroke:none,color:#fff class A,B,C,D,E,F blue

Component Summary

Component Technology Location Purpose
Web servers Nginx AWS EC2 Serve static content
Application Node.js AWS EC2 Business logic
Database PostgreSQL AWS RDS Data storage
Cache Redis AWS ElastiCache Session, caching
CDN CloudFront AWS Content delivery

Ownership Transfer

Service Ownership

Aspect From (Project) To (Operations)
Service owner Sarah Williams Dave Jones
Technical owner Mike Brown Carol Taylor
Support lead Jane Doe Steve Wilson

Asset Transfer

Asset Type Owner
Application code Repository Dev Team
Infrastructure AWS resources Cloud Team
Documentation SharePoint IT Ops
Licenses Commercial IT Procurement
Data Database Data Team

Support Arrangements

Support Model

Level Team Responsibility Hours
L1 Service Desk Initial contact, triage 24/7
L2 Application Support Technical investigation 08:00-18:00
L3 Development Code fixes On-call
Vendor Third party Vendor-specific issues Contract SLA

Escalation Path

flowchart TD A[User] --> B[L1: Service Desk] B --> C[L2: App Support] C --> D[L3: Development] C --> E[Vendor] D --> F[Problem Management] classDef blue fill:#108BB9,stroke:none,color:#fff class A,B,C,D,E,F blue

Contact Information

Role Name Phone Email
Service Desk - xxx-xxxx servicedesk@company.com
App Support Lead Carol Taylor xxx-xxxx carol.taylor@company.com
Dev On-Call Rotating xxx-xxxx dev-oncall@company.com
Vendor Support - xxx-xxxx support@vendor.com

Operational Procedures

Routine Operations

Procedure Frequency Owner Documentation
Health checks Daily Ops Runbook section 3
Backups Daily DBA Runbook section 4
Log review Daily Ops Runbook section 5
Patching Monthly Ops Change process
Certificate renewal Annually Security Runbook section 6

Key Procedures

Procedure Location
Start/stop application Runbook section 2.1
Database backup/restore Runbook section 4
Log analysis Runbook section 5
SSL certificate renewal Runbook section 6
Scaling procedures Runbook section 7
Failover procedures Runbook section 8

Incident Management

Priority Definitions

Priority Description Response Resolution
P1 Critical System down 15 min 4 hours
P2 High Major feature unavailable 30 min 8 hours
P3 Medium Minor feature affected 2 hours 24 hours
P4 Low Cosmetic/minor issue 4 hours 5 days

Common Issues and Resolutions

Issue Symptoms Resolution
High CPU Slow response Scale up, check queries
Database connection Timeouts Restart connection pool
Session errors Logout issues Clear Redis cache
Integration failure 500 errors Check API gateway

Known Issues

Issue Workaround Permanent Fix
Mobile display on Edge Use Chrome Fix in v2.1
Report timeout >100k rows Limit export size Optimise query

Monitoring and Alerting

Monitoring Tools

Tool Purpose Access
CloudWatch Infrastructure metrics AWS Console
Datadog Application performance datadog.company.com
PagerDuty Alert management pagerduty.company.com
Splunk Log analysis splunk.company.com

Key Metrics

Metric Normal Range Alert Threshold
CPU utilisation 20-60% >80%
Memory utilisation 40-70% >85%
Response time <1 sec >3 sec
Error rate <0.1% >1%
Active sessions 0-500 >1000

Alert Configuration

Alert Severity Notification
System down Critical PagerDuty + call
High error rate High PagerDuty
Performance degradation Medium Email + Slack
Disk space Low Email

Configuration Management

Configuration Items

Item Location Change Process
Application config /etc/portal/config.yml Change control
Environment variables AWS Parameter Store Change control
Database connection Secrets Manager Security review
Feature flags LaunchDarkly Product approval

Environment Details

Environment Purpose URL
Production Live service portal.company.com
Staging Pre-prod testing staging-portal.company.com
UAT User acceptance uat-portal.company.com
Development Development dev-portal.company.com

Security

Access Control

Access Type Method Approval
User access SSO/SAML Self-service
Admin access VPN + MFA Manager + Security
Database Jump host DBA approval
AWS console IAM roles Cloud team

Security Contacts

Role Name Contact
Security Lead Mike Security mike.security@company.com
Incident Response Security Team security-incident@company.com

Documentation Inventory

Documentation Locations

Document Location Owner
Technical specifications SharePoint Dev Team
Runbook Confluence Ops
API documentation Swagger Dev Team
User guides Help portal Support
Architecture diagrams SharePoint Architecture

Key Documents

Document Description
Runbook Operational procedures
Troubleshooting guide Common issues and fixes
Architecture document System design
API documentation Integration specs
Data dictionary Database schema
Disaster recovery plan DR procedures

Training Completed

Training Sessions

Session Date Attendees Materials
System overview 01 Jun Ops team Presentation
Technical deep-dive 03 Jun L2/L3 support Workshop
Database training 04 Jun DBAs Hands-on
Monitoring setup 05 Jun Ops team Demo

Competency Sign-off

Skill L1 L2 L3
Basic troubleshooting ✓ ✓ ✓
Log analysis - ✓ ✓
Database queries - ✓ ✓
Code deployment - - ✓
Configuration changes - ✓ ✓

Outstanding Items

Post-Handover Actions

Item Owner Due Date Status
Complete runbook section 9 Dev 14 Jun In progress
Finalise DR test Ops 21 Jun Scheduled
Update CMDB Ops 10 Jun Pending

Known Limitations

Limitation Impact Mitigation
No auto-scaling Manual intervention Monitoring alerts
Single region No geo-redundancy DR plan
Vendor dependency Support hours Escalation process

Hypercare Arrangements

Hypercare Period

Aspect Detail
Duration 4 weeks (07 Jun - 05 Jul)
Hours Extended: 07:00-22:00
Support Project team on standby
Escalation Direct to development

Hypercare Contacts

Role Name Availability
Hypercare Lead Jane Doe 07:00-22:00
Dev Lead Mike Brown On-call
PM John Smith Business hours

Acceptance Sign-off

Handover Checklist

Item Complete
Documentation provided ☐
Training completed ☐
Access granted ☐
Monitoring configured ☐
Support model agreed ☐
Contacts exchanged ☐
Outstanding items documented ☐

Sign-off

Role Name Signature Date
Project Manager      
Operations Manager      
Service Owner      
Technical Owner      

Handover Checklist

Before Handover

  • All documentation complete?
  • Training delivered?
  • Access provisioned?
  • Support model agreed?
  • Contacts identified?
  • Monitoring configured?

During Handover

  • Documentation reviewed?
  • Questions addressed?
  • Walkthrough completed?
  • Sign-off obtained?

After Handover

  • Hypercare active?
  • Outstanding items tracked?
  • Feedback collected?
  • Transition review scheduled?
Last updated: 13 January 2026
Themes

Closure

Transition