Continuity in operations.
WHERE IT APPLIES
Support teams Operations and monitoring Anything covered around the clock
WHAT A HANDOVER MUST CONTAIN
What is ongoing What was done What to watch What is expected Who was contacted, and about what
WHY THAT LAST POINT
Customers told something must not be told differently.
WHAT TO STATE ABOUT ONGOING ISSUES
Current status What has been tried What the next step is Who to escalate to
WHAT TO AVOID
Assuming the incoming shift has context Listing everything that happened
WHAT FORMAT HELPS
The same structure every time.
WHY
It is read quickly, under pressure.
WHAT TO PUT FIRST
Anything requiring immediate attention.
WHAT TO DO ABOUT COMMITMENTS MADE
Record them explicitly, with times.
WHY
Broken promises are the commonest handover failure.
WHAT TO DO AT THE START OF A SHIFT
Read it, and ask about anything unclear.
WHY ASK
The outgoing person is still available, briefly.
WHAT TO KEEP
Handovers, for a period.
WHY
They reconstruct what happened during an incident.
WHAT TO REVIEW
Whether information is repeatedly missing.
