EXHIBIT I- TRANSITION OUT PLAN.pdf

EXHIBIT I: TRANSITION OUT PLAN

1. TRANSITION OUT PLAN

Transition Period: Estimated to be 6 Months before Contract Expiration Primary Parties: Outgoing Contractor, Incoming Contractor, Cal ICH (State)

1. Purpose & Objectives

The objective of the Transition Out Plan is to ensure a seamless transition from the Outgoing Contractor to the Incoming Contractor and Cal ICH staff, preserving continuity of operations, security, and compliance, and transferring knowledge and ownership across all platforms and processes.

Objectives

• Execute a structured handoff for HDIS platform, Managed IT, Informatica IDMC, Informatica MDM, Snowflake, Tableau, and Data Management.

• Provide complete documentation, SOPs, runbooks, and training.

• Maintain service levels and support during transition; meet all entry/exit criteria.

• Coordinate software licensing transitions and vendor relationships.

• Complete contract closeout with verifiable data destruction and final reports.

2. Scope

This plan covers Transition Out for the following domains (aligned to Transition In areas):

1. Project Management Transition & Oversight

2. HDIS Platform Management / Managed IT

3. Informatica IDMC (Intelligent Data Management Cloud)

4. Informatica MDM (on-prem)

5. Snowflake Data Platform

6. Tableau Cloud

7. HDIS Software Licensing

8. HDIS Data Management (quarterly refresh)

9. Contract Closeout & Transition Out Execution Plan

3. Transition Period

• Transition period starts July 2027 through December 2027(To Be Determined), with Incoming Contractor shadowing Q1 load (July) and owning Q2 load (Aug–Oct 2027) per Transition Out plan.

• Outgoing Contractor continues support during transition per contractual terms and provides all documentation, runbooks, SOPs, and system configurations.

• Cal ICH approves entry/exit criteria and transition acceptance deliverables.

• Access provisioning (AD/Okta, RBAC in Snowflake/IDMC/MDM/Tableau) will be pre-authorized by

Cal ICH.

• Licensing constraints (OEM-bound licenses such as Datto) may require replacement strategy coordinated with Cal ICH.

4. Governance & Roles

4.1 Key Roles

• Cal ICH: Sponsor and owner; approvals, compliance oversight, coordination.

• Outgoing Contractor: Delivers knowledge transfer, documentation, and continuous support during transition; meets all handoff and exit criteria.

• Incoming Contractor: Shadows, receives knowledge transfer, and assumes ownership per schedule.

4.2 RACI (Summary)

Workstream Responsible (R) Accountable (A)

Consulted (C) Informed (I)

Project Mgmt. Transition & Oversight

Outgoing Contractor

Cal ICH Incoming Contractor

Stakeholders

HDIS Platform / Managed IT Outgoing Contractor

Cal ICH Incoming Contractor

Stakeholders

Informatica IDMC Outgoing Contractor

Cal ICH Incoming Contractor

Stakeholders

Informatica MDM (on-prem) Outgoing Contractor

Cal ICH Incoming Contractor

Stakeholders

Snowflake Data Platform Outgoing Contractor

Cal ICH Incoming Contractor

Stakeholders

Tableau Cloud Outgoing Contractor

Cal ICH Incoming Contractor

Stakeholders

Software Licensing Outgoing Contractor

Cal ICH Incoming Contractor

Stakeholders

HDIS Data Management Outgoing Contractor

Cal ICH Incoming Contractor

Stakeholders

Contract Closeout & Execution Outgoing Contractor

Cal ICH Incoming Contractor

Stakeholders

5. Timeline & Milestones (July–Dec 20XX)

• July 20XX: Transition briefing; access synchronization; documentation handoff; Incoming Contractor shadows Q1 data load.

• Aug–Oct 20XX: IC leads Q2 data load; OC continues handoffs for platforms (IDMC, MDM, Snowflake, Tableau); licensing transitions; M&O ownership mapping.

• Nov 20XX: Complete workstream sign-offs; finalize contract closeout deliverables; cutover scheduling and readiness.

• Dec 20XX: Post-Transition Support from Outgoing Contractor (Dec 1–31); finalize outstanding items; submit Transition Out Report.

6. Entry & Exit Criteria

Entry Criteria

• Transition Out Plan approved and published.

• Incoming Contractor/Cal ICH access provisioned (tools, platforms, repositories).

• Outgoing Contractor provides current documentation, SOPs, runbooks, configurations.

Exit Criteria (per workstream)

• All handoff deliverables completed and accepted (Cal ICH/Incoming Contractor sign-off).

• Knowledge transfer completed; Incoming Contractor demonstrates independent execution.

• SLA tracking, monitoring, and escalation paths implemented for Incoming Contractor.

• Transition Out Report submitted with unresolved items and recommendations.

7. Communication Plan

• Cadence: Weekly Transition Stand-up; Bi-weekly Workstream reviews; Monthly Steering Committee.

• Artifacts: Status reports, risk log, issues register, decision log, change log.

• Channels: Teams, Jira (work items), SharePoint (documents), Email (formal notices).

• Escalation: Workstream Leads → Outgoing Contractor PM → Cal ICH Sponsor.

8. Risk & Issue Management

• Key Risks: Access provisioning delays; RBAC misalignments; licensing transfers (OEM-bound);

data quality issues; DR readiness.

• Mitigations: Early access checklist; RBAC review; vendor engagement for OEMs; dual-run validations; DR tabletop and rollback testing.

• Tracking: Risk log with impact/probability, mitigation owner, target dates; reviewed weekly.

9. Quality & SLA Management

• SLA Metrics: Data load timeliness, ingestion success rate, incident response & resolution time, dashboard availability/refresh SLAs, patch compliance.

• Quality Gates: Pre-load checks, post-load validations (record counts, referential integrity, null thresholds), QA → Prod promotion checklists, DR test evidence.

• Reporting: Monthly SLA dashboard; incident metrics; platform performance and cost optimization reports.

10. Detailed Workstreams & Activities

Notes:

• Task numbers are aligned to the Transition Out Plan, with Transition In counterparts and acceptance criteria.

• Shadow/lead notes included where applicable.

10.1 Project Management Transition & Oversight

Task No.

Task Description Deliverable Outcome Owner

Estimated Due Date

*Based on the transition period (actual dates to be determined)

Transition briefing; review & handoff system documentation

Finalized documentation package with sign‑off checklist;

Transition In & Out timelines

Outgoing Contractor

7/30/XX

Handoff Jira configuration/ workflows & Release Mgmt.

Jira board handoff; user roles;

process mapping; export sprint boards & backlog

Outgoing Contractor

7/30/XX

Review ongoing meeting cadences

Calendar of recurring meetings with clear ownership

Outgoing Contractor

7/30/XX

Validate & hand off project schedule

Updated project timeline with milestones, dependencies, risks

Outgoing Contractor

7/30/XX

Review M&O deliverables including all documentation

Checklist of M&O tasks with status and future owners

Outgoing Contractor

7/30/XX

Identify and document external support efforts

Summary of compliance/ support initiatives

Outgoing Contractor

7/30/XX

7 Task closeout & sign-offs Continued support; deliverables exit criteria met; Sign‑off (Cal

ICH, IC, OC)

Outgoing Contractor

7/1/XX–11/30/XX

Data Load (shadow then assume)

IC shadows one data load; next load executed by IC (full responsibility)

OC (IC

shadows)

July → Aug–Oct

20XX

10.2 HDIS Platform Management / Managed IT

Task No.

Task Description Deliverable Outcome Owner

Estimated Due Date

*Based on the transition period (actual dates to be determined)

Handoff HDIS Platform components

Documented overview of systems, environments, topology

Outgoing Contractor

7/30/XX

Review & document security software

Security tools inventory, configurations, SOPs

Outgoing Contractor

7/30/XX

Review Active Directory structure & policies

AD hierarchy, access control summary

Outgoing Contractor

7/30/XX

Handoff user onboarding/ offboarding processes

Workflow documentation; handoff checklist; user access lists

Outgoing Contractor

7/30/XX

5 Review DR processes DR playbook; testing status;

escalation matrix & schedule;

rollback plan

Outgoing Contractor

7/30/XX

Handoff server patching policies

Patch cadence; tooling; compliance tracking report

Outgoing Contractor

7/30/XX

Review monitoring & alerting software

Monitoring architecture; alert thresholds; schedules

Outgoing Contractor

7/30/XX

Handoff helpdesk functions

Ticketing platforms; SLAs;

escalation paths; CoC support and outreach

Outgoing Contractor

7/30/XX

Review M&O activities & documentation

M&O schedule; SOPs; performance logs; owners; troubleshooting/ acceptance tests

Outgoing Contractor

7/30/XX

10 Task closeout & sign-off Sign‑off (Cal ICH, Incoming Contractor, Outgoing Contractor)

Outgoing Contractor

7/30/XX

10.3 Informatica IDMC (Enablement & Knowledge Transfer)

Task Description Deliverable Outcome Owner

Estimated Due Date

*Based on the transition period (actual dates to be determined)

Handoff IDMC configuration

Configuration guide outlining environment setup

Outgoing Contractor 7/30/XX

2 Review RBAC Access matrix with roles, privileges, approval process

Outgoing Contractor 7/30/XX

Handoff file management scripts

Script inventory and functional documentation

Outgoing Contractor 8/13/XX

Review quarterly load task flows

Documented task flows with timing and input/output mapping

Outgoing Contractor 8/13/XX

Handoff SPM load task flows

SPM-specific flow diagrams and control points

Outgoing Contractor 8/13/XX

Handoff exception handling

Exception scenarios; remediation steps; alerting logic

Outgoing Contractor 8/13/XX

Review service account configurations

List of accounts, roles, rotation policy

Outgoing Contractor 8/13/XX

Handoff M&O activities

SOPs; troubleshooting (Informatica support ticket); monitoring dashboards; escalation matrix

Outgoing Contractor 8/13/XX

Review source control & GitHub integration

Repos; branching strategy;

permissions

Outgoing Contractor 8/13/XX

Handoff code migration process

Migration workflow; checklist;

approvals

Outgoing Contractor 8/13/XX

Task closeout & sign-off

Sign‑off (Cal ICH, Incoming Contractor, Outgoing Contractor)

Outgoing Contractor 8/15/XX

10.4 Informatica MDM (Operational Knowledge Transfer & Readiness)

Task Description Deliverable Outcome Owner

Estimated Due Date

*Based on the transition period (actual dates to be determined)

Handoff MDM upgrade runbook

Reviewed/updated upgrade SOP with dependencies and rollback plan

Outgoing Contractor 7/30/XX

Document MDM configuration

Configuration reference guide (env setup, parameters, data model)

Outgoing Contractor 7/30/XX

3 Review RBAC Role matrix with permissions, provisioning, audit process

Outgoing Contractor 8/13/XX

Handoff match & merge rules

Rules documentation; trust scores; validation schedule;

examples

Outgoing Contractor 8/13/XX

Review common support requests

Support playbook with examples;

triage steps; resolution matrix

Outgoing Contractor 8/13/XX

Document service account usage

Inventory of accounts; purpose;

credential rotation policies

Outgoing Contractor 8/13/XX

Handoff quarterly refresh tasks

Calendar of refresh cycles;

procedures; data validation steps

Outgoing Contractor 8/13/XX

Review M&O tasks & documentation

Routines; issue resolution;

escalation; operational dashboards

Outgoing Contractor 8/13/XX

Task closeout & sign-off

Sign‑off (Cal ICH, Incoming Contractor, Outgoing Contractor)

Outgoing Contractor 8/15/XX

10.5 Snowflake Platform (Operational Readiness & Knowledge Transfer)

Task No.

Task Description Deliverable Outcome Owner

Estimated Due Date

*Based on the transition period (actual dates to be determined)

Handoff identity access & security

Documented roles; RBAC; MFA policies; user/group access

Outgoing Contractor 8/6/XX

Task Description Deliverable Outcome Owner

Estimated Due Date

*Based on the transition period (actual dates to be determined) strategy

Review platform monitoring processes

Monitoring dashboard overview;

alerting rules; operational SLAs

Outgoing Contractor 8/6/XX

Handoff environment & architecture

Architecture diagram;

environment deployment strategy; metadata map

Outgoing Contractor 8/6/XX

Review service accounts

Inventory with descriptions;

credential management

Outgoing Contractor 8/6/XX

Handoff data ingestion/ pipeline mgmt.

Pipeline docs; orchestration logic; SLA monitoring

Outgoing Contractor 8/6/XX

Handoff data security configurations

Data masking policies;

encryption settings; zero‑copy clone strategy

Outgoing Contractor 8/6/XX

Review 3rd party audit processes

Audit reports; compliance checklist; response playbook

Outgoing Contractor 8/6/XX

Handoff cost & performance optimization

Cost model; warehouse scaling;

performance tuning reports

Outgoing Contractor 8/6/XX

Review quarterly refresh cycles

Refresh calendar; workflows;

reconciliation checklist

Outgoing Contractor 8/6/XX

Handoff M&O tasks & documentation

Operational routines;

troubleshooting; runbooks;

escalation workflows

Outgoing Contractor 8/6/XX

11 Task closeout & sign-off Sign‑off (Cal ICH, Incoming Contractor, Outgoing Contractor)

Outgoing Contractor 8/10/XX

10.6 Tableau Platform (Knowledge Transfer & Operational Oversight)

Task Description Deliverable Outcome Owner

Estimated Due Date

*Based on the transition period (actual dates to be determined)

Handoff user onboarding/ terminations

Documented process for provisioning, deactivation, access governance

Outgoing Contractor

8/13/XX

Review existing work products (Table 1.0)

Catalog of CoC, public, departmental dashboards;

settings & dependencies

Outgoing Contractor

8/13/XX

Handoff dashboard logic & calculations

Documentation of calculated fields, filters, business logic mappings

Outgoing Contractor

8/27/XX

Review role‑based permissions & landing page

Permissions matrix and landing experience by role

Outgoing Contractor

8/13/XX

Handoff data source connections

Data connection map & relationship schema; refresh schedules

Outgoing Contractor

8/13/XX

Review maintenance & failover activities

Platform maintenance calendar; DR/failover readiness checklist

Outgoing Contractor

8/13/XX

Handoff validation & QA tasks

Dashboard validation playbook; sign‑off checklist for updates

Outgoing Contractor

8/13/XX

Review typical support requests

Support guide with common issues; resolution flows;

escalation paths

Outgoing Contractor

8/13/XX

Handoff M&O tasks & documentation

Operational routines;

troubleshooting; runbooks;

escalation workflows

Outgoing Contractor

8/6/XX

11 Task closeout & sign-off Sign‑off (Cal ICH, Incoming Contractor, Outgoing Contractor)

Outgoing Contractor

8/30/XX

10.7 HDIS Software Licensing Transition

Task Description Deliverable Outcome Owner

Estimated Due Date

*Based on the transition period (actual dates to be determined)

Inventory all active licenses & terms

Master software license tracker (type, renewal, cost, etc.)

Outgoing Contractor 9/3/XX

Transition month‑to‑month licenses (AWS, Jira, GitHub)

Admin change confirmation;

payment method update

Outgoing Contractor 9/3/XX

Notify new vendor of OEM‑bound licenses (Datto, etc.)

License replacement plan;

30‑day transition schedule

Outgoing Contractor 9/3/XX

Handoff security monitoring configurations

Configuration summary for Datto RMM, SentinelOne, BlackPoint

Outgoing Contractor 9/3/XX

Coordinate with Cal ICH on replacement strategy

Cal ICH‑approved replacement path for non‑transferable OEM licenses

Outgoing Contractor 9/3/XX

Review annual contract expirations

Timeline/renewal guidance for Tableau, Informatica, Snowflake, Okta

Outgoing Contractor 9/3/XX

Discuss transfer/renewal strategies with new vendor

Decision log: transfer, WOA process, or continuation with Plante

Outgoing Contractor 9/3/XX

Confirm discount implications & budgeting

Licensing cost forecast with/ without Plante partner‑tier discount

Outgoing Contractor 9/3/XX

Finalize legal/financial arrangements (WOA, payments)

Documentation of financial transitions and authorizations

Outgoing Contractor 9/3/XX

Document knowledge transfer & contacts per license

Handoff document with vendor contacts, renewal dates, support paths

Outgoing Contractor 9/3/XX

10.8 HDIS Data Management (Quarterly Refresh Process)

Task Description Deliverable Outcome Owner

Estimated Due Date / Window

*Based on the transition period (actual dates to be determined)

Handoff data upload from CoCs (Q1 in process; Q2 Aug)

SOP for CoC data submission;

file expectations;

communication protocols

Outgoing Contractor with Incoming Contractor to shadow

Shadow Q1 (July); Incoming Contractor runs Q2 Aug–Oct

Handoff Snowflake data load process

Documentation of load sequence; encryption; file movement; storage paths

Outgoing Contractor with Incoming Contractor to shadow

Shadow Q1 (July); Incoming Contractor runs Q2 Aug–Oct

Review file validation processes

Checklist for file structure validation; naming conventions; pre‑load checks;

errors & warnings

Outgoing Contractor with Incoming Contractor to shadow

Shadow Q1 (July); Incoming Contractor runs Q2 Aug–Oct

Review data validation processes

Post‑load QA (record counts, null checks, referential tests);

QA→Prod promotion

Outgoing Contractor with Incoming Contractor to shadow

Shadow Q1 (July); Incoming Contractor runs Q2 Aug–Oct

Handoff data refinement activities

Logic for business rule application and transformations

Outgoing Contractor with Incoming Contractor to shadow

Shadow Q1 (July); Incoming Contractor runs Q2 Aug–Oct

Review data mastering workflow

Summary of MDM matching logic (dedup, entity resolution);

trust scores

Outgoing Contractor with Incoming Contractor to shadow

Shadow Q1 (July); Incoming Contractor runs Q2 Aug–Oct

Handoff data warehouse load

Load order; dependencies;

reconciliation; exception handling

Outgoing Contractor with Incoming Contractor to shadow

Shadow Q1 (July); Incoming Contractor runs Q2 Aug–Oct

Handoff SPM load sequence

SPM‑specific data mappings and load steps

Outgoing Contractor with Incoming Contractor to shadow

Shadow Q1 (July); Incoming Contractor runs Q2 Aug–Oct

Task Description Deliverable Outcome Owner

Estimated Due Date / Window

*Based on the transition period (actual dates to be determined)

Handoff data lake refresh

Zero‑copy cloning schedule;

versioning policies; retention guidelines

Outgoing Contractor with Incoming Contractor to shadow

Shadow Q1 (July); Incoming Contractor runs Q2 Aug–Oct

Handoff dashboard release cycle

Release checklist for Tableau dashboards; QA/Prod;

validation; publication

Outgoing Contractor with Incoming Contractor to shadow

Shadow Q1 (July); Incoming Contractor runs Q2 Aug–Oct

Handoff work product updates post release

Release checklist for work products; validation;

publication

Outgoing Contractor with Incoming Contractor to shadow

Shadow Q1 (July); Incoming Contractor runs Q2 Aug–Oct

Review typical troubleshooting process

Troubleshooting guide for common ingestion, transformation, reporting issues

Outgoing Contractor with Incoming Contractor to shadow

Shadow Q1 (July); Incoming Contractor runs Q2 Aug–Oct

Handoff M&O tasks & documentation

Operational routines;

troubleshooting; runbooks;

escalation workflows

Outgoing Contractor with Incoming Contractor to shadow

10/30/XX

Task closeout & sign-off

Sign‑off (Cal ICH, Incoming Contractor, Outgoing Contractor)

Outgoing Contractor with Incoming Contractor to shadow

10.9 Contract Closeout & Transition Out Execution Plan

Task Description Deliverable Outcome Owner

Estimated Due Date

*Based on the transition period (actual dates to be determined)

Define roles & responsibilities of State and Contractor

RACI matrix across all Transition Out workstreams

Outgoing Contractor

7/9/XX

Continue support of operations during transition

Joint support calendar; coverage plan;

transition tracking sheet

Outgoing Contractor

7/1/XX–11/30/

XX

Execute knowledge transfer activities

Formal training schedules; OJT plans;

knowledge repositories

Outgoing Contractor

7/1/XX–11/30/

XX

Finalize/hand off design/config deliverables

Final system design package;

configuration settings; sign‑off logs

Outgoing Contractor

7/1/XX–11/30/

XX

Establish entry & exit criteria for Transition Out

Entry/exit criteria checklist aligned to measurable deliverables

Outgoing Contractor

7/1/XX–11/30/

XX

Develop supporting documentation for all transition tasks

User guides; SOPs; process diagrams;

system admin notes

Outgoing Contractor

7/1/XX–11/30/

XX

Execute contract closeout & data destruction

Data sanitization certificates; disposal practices

Outgoing Contractor

7/1/XX–11/30/

XX

Develop Transition Out Full Cutover schedule

Detailed timeline; tasks, owners, dependencies, tools, communications;

Transition Out Report (exit criteria met;

unresolved issues; recommendations)

Outgoing Contractor

7/1/XX–11/30/

XX

Implement tracking tools for status & issues

Live updates platform; escalation pathways; stakeholder notifications

Outgoing Contractor

7/1/XX–11/30/

XX

Conduct Transition Out Risk Assessment

Risk log; impact/probability matrix;

mitigation steps; escalation protocols

Outgoing Contractor

7/1/XX–11/30/

XX

Post Transition Support

Post‑transition support coverage Outgoing Contractor

12/1/20XX – 12/

31/20XX

11. Cutover Plan (High-Level)

1. Readiness Review (Go/No‑Go): Confirm handoffs complete; access validated; DR readiness;

support coverage.

2. Pre‑Cutover: Freeze non‑critical changes; back up configs; confirm escalation/on‑call.

3. Cutover Window: Transfer admin roles; support queues; vendor contacts; billing; runbooks.

4. Validation: Smoke tests (access, monitoring alerts, pipeline triggers, dashboards).

5. Contingency: Rollback steps per DR; OC on standby.

6. Acceptance: Cal ICH formal sign‑off; Transition Out Report delivered.

12. Post‑Transition Support (Dec 1–31, 2027)

• OC provides hyper care coverage, prioritized resolution SLAs.

• Weekly operational health checks: ingestion, incidents, platform performance.

• Outstanding issue remediation tracked to closure.

• Hand off final reports and confirm closure.

13. Appendices

• Appendix A: Detailed RACI (task‑level).

• Appendix B: Document Index (architecture, SOPs, runbooks, policies, configs).

• Appendix C: KPI/SLA Definitions (availability, response/resolution, data refresh timeliness, QA thresholds, DR test evidence).

14. Signatures

• Cal ICH Representative: Date: __

• Incoming Contractor Representative: _ Date: __

• Outgoing Contractor Representative: _ Date: __

Appendix A – Detailed RACI (Task-Level)

Workstream / Task Responsible (R) Accountable (A)

Consulted (C) Informed (I)

Project Mgmt. – Transition briefing & docs

Outgoing Contractor

Cal ICH Incoming Contractor

Stakeholders

Project Mgmt. – Jira handoff Outgoing Contractor

Cal ICH Incoming Contractor

Stakeholders

HDIS Platform – Security software review

Outgoing Contractor

Cal ICH Incoming Contractor

Stakeholders

HDIS Platform – DR process review Outgoing Contractor

Cal ICH Incoming Contractor

Stakeholders

IDMC – Config handoff Outgoing Contractor

Cal ICH Incoming Contractor

Stakeholders

IDMC – RBAC review Outgoing Cal ICH Incoming Stakeholders

Workstream / Task Responsible (R) Accountable (A)

Consulted (C) Informed (I)

Contractor Contractor

MDM – Upgrade runbook handoff Outgoing Contractor

Cal ICH Incoming Contractor

Stakeholders

Snowflake – Identity & security handoff

Outgoing Contractor

Cal ICH Incoming Contractor

Stakeholders

Tableau – Dashboard logic handoff Outgoing Contractor

Cal ICH Incoming Contractor

Stakeholders

Licensing – Inventory & transfer Outgoing Contractor

Cal ICH Incoming Contractor

Stakeholders

Data Mgmt. – Quarterly refresh handoff

Outgoing Contractor

Cal ICH Incoming Contractor

Stakeholders

Contract Closeout – Risk assessment Outgoing Contractor

Cal ICH Incoming Contractor

Stakeholders

Appendix B – Document Index

• System Architecture & Topology

◦ HDIS platform diagrams

◦ Snowflake environment architecture

◦ Tableau dashboard architecture

• Configuration Guides

◦ IDMC environment setup

◦ MDM configuration reference

◦ RBAC matrices for all platforms

• Runbooks & SOPs

◦ Data load sequences (Snowflake, IDMC, MDM)

◦ Exception handling playbooks

◦ DR procedures and rollback plans

◦ Monitoring & alerting SOPs

• Security Policies

◦ MFA and RBAC enforcement

◦ Data masking and encryption standards

• Operational Documentation

◦ M&O schedules and escalation paths

◦ Helpdesk workflows and SLA matrices

• Source Control

◦ GitHub repositories and branching strategy

• Licensing

◦ Master license tracker

◦ Vendor contact sheet

• Compliance

◦ Audit readiness checklists

◦ Risk logs and mitigation plans

• Training Materials

◦ Knowledge transfer session decks

◦ OJT plans and recorded sessions