Support Acceptance.


One of the recurring implementation issues that we come across is the "no-one told us" scenario, whereby end-user and IT staff learn of a new application going live very late in the project’s lifecycle, with the associated rush to get the required information before live date. Sometimes this lack of information causes major impact to working practices, and causes ill-feeling between groups of both business and IT people.

Often, the reason for this is there is no published mechanism to tell the Project manager "who needs to know what" about this new application.

Support Acceptance is the process that addresses this, starts early on in the project’s life, and consists of:

Identifying all interested parties and what their information requirements are

  • What stage in the project they need the information
  • Combining these requirements in one generic pre-live combined acceptance criteria document
  • Ensuring the combined sign-off document is completed at least 1 week before live
  • Typical functions that would be involved in this process are: Application support, Production Services, Unix Administrators, DBA's, Desktop support, Helpdesk, IT Security, Business Risk, QA, and any outsourced support functions.



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