Scope & contacts
- Record included accounts, regions, workloads and environments.
- Agree support hours, response targets and escalation contacts.
- Identify the boundary between infrastructure, application and vendor support.
Health & incidents
- List the customer journeys and workload health indicators to monitor.
- Test alert delivery and record where incident decisions are logged.
- Link each important alert to a runbook and a responsible owner.
Recovery & change
- Document backup coverage, retention and the latest restore exercise.
- Record the recovery access path and encryption-key dependencies.
- Agree maintenance windows, deployment approvals and rollback checks.
Access & improvement
- Use named, authorised access and define a periodic access review.
- Document cost owners, budget alerts and capacity concerns.
- Keep open risks, technical debt and improvements in an owned backlog.
Bring this to your next discussion
Start with your current monitoring, backup and escalation documents. Missing records become the first improvement backlog.
Explore the related service