Step 23 - Service desk

Drupal 9 site migration project delivery blueprint


The details on this page represents the goal, activities, deliverables and resources for conducting a service desk as part of a site migration project.

The service desk is step 23 of a 24 step project delivery process Salsa has designed for migrating (or upgrading) sites from a legacy or proprietary CMS to Drupal 9.

An overview of the entire process can be found here: Drupal 9 site migration project delivery blueprint.


6: BAU Support


Onboard to Salsa service desk (assuming already have relationship with GovCMS service desk)


  1. Support onboarding

  2. Phone support

  3. Monthly statement of support tickets, provision/burn

  4. Support tickets as required


  1. Quotes for application support items

  2. Management of application support via service desk workflow

Resources and templates*

  1. Support onboarding and ticketing documentation

* to be publically available by Q1 2021 to align with the GovCMS D9 roadmap.  Reach out if you’d like a draft version beforehand.

Is your GovCMS site ready for Drupal 9?

Ensure your GovCMS website will remain current and secure with our Drupal 9 readiness assessment. Know your upgrade pathways and options, potential costs and timeframes. Find out more about Salsa’s D9 readiness assessment

Register for readiness assessment