Service Retirement Policy - Internal ITS Policy

1. Preamble

It is necessary to periodically review the IT services provided and supported by the Information Technology Services (ITS) Division in order to supply the most viable IT solutions to the Monash community. After a process of stakeholder consultation the relevant Service Manager will submit a written report to the ITS Directors detailing the business and/or technological reasons why it is no longer feasible to provide the service or a feature of that service. A communications plan will be established to ensure stakeholders are adequately informed of the change.

Approval for the retirement of a service will be given by the Executive Director Information Technology Services and the Deputy Vice-Chancellor (Resources).

2. Purpose

3. Policy Status

4. Responsible Officer

5. Approving Body

6. Definitions

7. Policy Scope

8. Policy

8.1 The Service Manager will present a proposal to the ITS directors to obtain agreement in principle to retire the service. The report should give a preliminary evaluation including: The service to be retired Reasons for discontinuation of service Stakeholders affected Alternative solutions

8.2 The Service Manager will undertake a consultation process with staff internal to ITS and with external (non-ITS) users/stakeholders, and must include the Faculty/Division IT Managers Forum.

8.3 The Service Manager will prepare a Retirement Strategy Report with an evaluation of alternatives; a written recommendation and a communications plan to be passed to ITS Directors. The Report should give final details of:

• The service to be retired
• Reasons for discontinuation of service
• Stakeholders affected and consultations held
• Expected budget and financial implications (increase costs, savings etc.)
• Alternative solutions
• Communications plan
• Transition Plan - may need to establish Transition Support Group.
• Impact on Service Level Agreement and related Services

8.4 All Service Retirements shall be notified to ITS clients and must include the Faculty/Division IT Managers Group.

8.5 The recommended minimum notification period shall be 3 calendar months for planned cancellation of services, but this should be relative to the services (e.g. for academic services 1 semester or an academic year may be appropriate). Less than 3 months may be acceptable in certain circumstances with approval from the ITS Directors.

8.6 Reminders of the retirement of a service will be issued 2 calendar months, 1 calendar month and 1 week before the service is withdrawn.

8.7 Where possible, ITS will suggest alternative options to the withdrawn service.

8.8 Notification of service retirement will include the following information:

8.9 Delivery of Notifications shall be made by: e-mail to appropriate mail lists to target audiences such as specialist groups of users, for example, HPC users Announcements at relevant forums such as IT Managers Forum meeting, ITS Managers meeting publication on the ITS website with the URL in notification e-mail newsletters (select from appropriate options including: ITS News, News bITS, Monash Memo)

8.10 Service Retirements should be implemented according to ITS Change Management Procedures.

8.11 Approval for Retirement of a Service must be obtained from the Executive Director ITS before service retirement notification is made to ITS clients. In the event of dispute, an appeal can be made to the Deputy Vice-Chancellor (Resources) for resolution.

8.12 Notification to ITS Administrative Services to update Services Catalogue and relevant Service Statement, including amendments to Strategic Cost Management model.

9. Procedures

10. Amendment History

11. Attachments