Preparation

One-two weeks

Customer

Access the ClinSpark release notes and technical file documentation via the service desk portal.

If upgrading several versions, customers will want to reference all of the release notes from their current version to upgrade version. If available, customers can also reference the applicable release overview area on the doc site.

Customer

Expresses intent to upgrade ClinSpark

Sandboxes are usually out of the scope of an upgrade as they are only normally provided during initial onboarding. If customers want to explore the latest release of ClinSpark before proceeding to formal validation they have access to a ‘community’ environment.

Details about the upgrade process and environment management is here: Upgrading ClinSpark

IQVIA PM

Inform customer that Reports/Dashboards and all other configuration items and integrations are NOT part of the regular ClinSpark release testing process and therefore it needs the Customer's special attention during testing / validation of the new version. 

Key items to focus on:

• Dashboards

• Reports / Exports

• APIs

• Lab integrations

• Other integrations

IQVIA PM

Request Customer to formalise their request for VAL instance (if not done already) in a Service Desk ticket.

Aim to provide the timelines for the validation and a planned upgrade slot.

If customers already have a VAL instance, the request would be to update an existing instance to the upgrade version.

If no VAL instance exists yet, the request would be to create the VAL instance.

Customer

Create Service Desk ticket requesting upgrade of applicable instance.

The ticket must contain all the details requested here: https://foundryhealth.atlassian.net/wiki/spaces/DOCS/pages/3700293727/Upgrading+ClinSpark#Requesting-VAL-Instances

If a VAL instance already exists that is being upgraded, the customer must decide on how existing configurations (dashboards, reports, etc) are to be managed. Typically, our approach is to also upgrade all configurations for reports and dashboards to latest available using system synchronization.

System Configurations and Synchronization States

If certain report/dashboard configurations are not expected to be updated to the latest, these need to be specified.

IQVIA Engineer

Provide/Upgrade Customer VAL environment version, whatever is agreed upon and update the corresponding FHSD ticket.

If updating existing VAL environment, also update all system configurations based upon agreed approach in FHSD ticket.

IQVIA PM

Verify with customer they are able to access the VAL environment, and then close the FHSD ticket.

Inform the customer that separate tickets should be raised for an issues/questions arising during validation.

Users can use self-service PW reset to gain access to VAL environments if needed.

Validation

Three months (depending on the scope and approach taken by the customer)

Customer

Inform IQVIA PM of validation scope.

We recommend that customers perform validation activities around their own specific use of ClinSpark and not repl

Customer

Test new functionality and Configuration items / integrations in upgraded ClinSpark environment

Customer

Create Service Desk tickets for issues or questions arising due to the upgrade

IQVIA Engineer / IQVIA solution specialist

If applicable, ensure Configuration issues arising from the Customer's testing/validation exercise are addressed

Responsible depends on the issue arising

Customer

Confirm to the IQVIA PM that customer validation exercise is complete, including validation / testing of the configuration items

Prep for Upgrade

Time required requires discussion

Customer

Raise a service desk ticket with intent to initiate the upgrade process. Details submitted must specify the version number and build to deploy (this usually matches the VAL version/build), and, the preferred date & time on when the upgrade would occur.

Confirm to the IQVIA PM the preferred time slot for upgrading the Customer's Prod Main and Test instances

• Customers may want to consider a suitable ‘quiet’ time in the clinic, whilst being mindful of the timezone of the applicable engineer

• Please ensure adequate warning of the intended upgrade

• Minimum three weeks notice is preferred

IQVIA PM / Engineer / Solution Specialist

Discuss to check if one of the preferred time slots works for engineering, and ensure alignment is reached on all necessary activities to support the upgrade.

Multiple team members may be involved depending on the scope of upgrade, any integrations involved, special considerations, etc.

IQVIA Engineer

Check to confirm the customer PROD MAIN/TEST infrastructure state will properly support upgrade version.

Due to enhancements or fixes related to security findings, engineering may need to check the infrastructure state of PROD/TEST to confirm if any additional changes or considerations are necessary to successfully support the upgrade.

IQVIA PM

Inform the customer of the preferred time slot in FHSD Ticket, and receive confirmation/agreement.

Schedule the time slot chosen in the agenda of the IQVIA engineer (and wider implementation team if deemed necessary)

Day of Upgrade

Hours

Customer

Ensure all activity on Prod Main/TEST has ended (including lab data transfers).

Customer

Ensure any updates to existing data is done, if needed.  

If a customer is traversing many versions of ClinSpark in an upgrade cycle, significant changes may have occurred to the data model or to certain features which may require additional checks and updates to occur. These would have been identified and included as part of validation testing.

Customer

Inform the IQVIA team in the corresponding service desk ticket that the upgrade can proceed.

IQVIA Engineer

Take backup of Prod Main and Test - should rollback be required

IQVIA Engineer

Start actual upgrade of Prod Main

Pay special attention to configuration items

IQVIA Engineer

Inform Customer (via service desk ticket) once Prod Main is upgraded

Customer

Perform final testing / validation, including QC of configuration items

3-5 hours?

Customer

Go / No-Go decision

If all is well, confirm that last the validation confirmation steps, including QC of configuration items, has been performed / all is per expectations and that IQVIA engineer can start with upgrade of Prod Test instance. In case of issues, decide to revert back to the old situation/re-install the backup (< 1 hour)

Customer PM and decision makers need to be available to make decisions, should things not go as planned.

IQVIA Engineer

Start actual upgrade of Prod Test

Pay special attention to configuration items

IQVIA Engineer

Inform Customer representative (via service desk ticket) once Prod Test is upgraded

Customer

Perform final testing/validation, including QC of configuration items

Customer

Confirm that last validation confirmation steps, including validation of configuration items, has been performed / all is per expectations and that the ticket can be closed