Move the service desk ticketing system to the new virtualisation cluster

Summary

Move the service desk ticketing system from its old virtual machine to the new virtualisation cluster in data centre B. The old host is out of vendor support and the system is due a version update at the same time.

Impact

The portal and the phone integration are unavailable during the move, about two hours on a Saturday morning. The service desk takes calls on paper forms in that time. Tickets hold personal data of our customers' staff, so the copy must stay inside our own network.

Approval

Approved by the Service Desk Lead and the Operations Manager. The Information Security Officer approved the transfer path.

Plan

Take a final backup, restore it on the new cluster, run the version update, test the portal and the phone integration, and then switch the address. Tell customers on the portal a week ahead and the service desk the day before.

Fallback

Start the old virtual machine again and move the address back. The old machine stays untouched for two weeks.

Follow-up

Update the service desk procedure for the new screens, and wipe the old virtual machine disks once the fallback period ends.

Evaluation

To be written once the Change is closed.