Summary:
This page is intended to provide the detailed process and procedures for how the legacy ODE Team will continue to support, going forward starting , to the ODE Program and its various Stakeholders.
Requests for support will be handled by the legacy ODE Team on a case-by-case/on-demand basis similar to the Tiered Support structure of a help desk system. All requests for support should be sent to ODE_Support@bah.com which will be sent to the Legacy ODE Team Members. In addition, please CC: ariel.gold@dot.gov and Kristin.Tufte@dot.gov.
Cadence:
The legacy ODE Team will operate in Monthly Sprint Cadences beginning with the first day of the month and ending on the last day of the month. All requests for support will be entered into & managed within Jira and each request will be properly aligned to a Sprint.
Tracking Support Requests from ODE Stakeholders:
Each Sprint (Monthly), a single User-Story will be added to the Sprint (see User-Story Format below).
Each Approved Request for Support from ODE Stakeholders will be added as a sub-task to the User-Story. Each sub-task will be written using the following format:
Sub-Tasks will be estimated in hours and total hours worked will be recorded for each Sub-Task. The aggregate of all sub-tasks will summarize the work completed each Sprint along with actual hours worked.
The Request Process:
- Email Your Request to: ODE_Support@bah.com, Ariel.Gold@dot.gov, and Kristin.Tufte@dot.gov
- The Legacy ODE Team will initially respond to requests received between 4-8 Business - acknowledging receipt.
- Requests deemed serviceable by the Team will be entered into Jira using the format specified below.
- Initial Analysis by the Legacy ODE Team will to determine if the request is serviceable by the Team and to estimate, in hours, the level of effort to service the request
- Initial
User-Story Format
| User-Story Format | |||
| As an ODE Stakeholder, I want the ability to request support from the Legacy ODE Team, So that if we encounter an issue that we cannot resolve on our own, then we will have the ability to reach out to the Legacy Team for support in resolving the issue. |
| ||
| Sub-Task 1 | Sub-Task 2 | Sub-Task 3 | ... |
| Request Details | Request Details | Request Details | ... |
| Total Hours (-) | Total Hours (-) | Total Hours (-) | ... |
| Sub-Task Format | |||