Continuity between people.
WHY IT MATTERS
Work does not stop at the end of a shift, and dropped work is what users notice.
WHAT TO HAND OVER
Anything open and in progress Anything awaiting a response Anything escalated, and to whom Anything expected to occur Anything unusual observed
WHAT TO RECORD BEFORE HANDING OVER
Updates in the ticket itself, not only verbally.
WHY
Verbal handover is incomplete and unrecoverable.
WHAT TO STATE CLEARLY
What the next person must do, and when.
WHAT TO ESCALATE RATHER THAN HAND OVER
Anything time-critical that will not survive the gap.
WHAT TO CHECK AT THE START OF A SHIFT
Open items and their age Anything breaching its target Anything handed to you specifically
WHAT TO DO ABOUT SOMETHING UNCLEAR
Ask before the previous person leaves.
WHAT TO AVOID
Handing over verbally at the door Leaving tickets without updates Assuming the next person will work it out
WHAT TO REVIEW
Whether anything was dropped between shifts.
