Define ownership before transferring work
A handover is not a document dump. Establish service boundaries, accountable owners, escalation paths, expected response, and which decisions remain with the client or implementation partner.
- In-scope services and environments
- Business and technical owners
- Escalation and vendor support path
- Priority definitions
- Decision and approval rights
Capture the system's operating context
Document integrations, critical schedules, major dashboards, survey journeys, Digital properties, release cadence, and known exceptions. Focus on what is needed to operate safely.
- Integration inventory
- Critical reports and audiences
- Survey and invitation calendar
- Digital deployment inventory
- Known defects and workarounds
Make access auditable
Use named accounts, least privilege, approval records, and periodic access review. Shared credentials or undocumented elevated access create avoidable security and continuity risk.
Test the handover
Run representative support scenarios before declaring transition complete: a failed load, a dashboard question, a survey change, a release request, and an escalation. Gaps found during rehearsal are cheaper than gaps found during an incident.