3.14 : Finalize Target State Concept of Operations
Objective
Agree to processes / services to be performed by customer agency vs provider; finalize Target State Concept of Operations.
View Lessons LearnedRecommended Best Practices
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Shared
Review agreement to confirm in-scope service delivery processes vice target state requirements
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Shared
Agree where each business processes/services will be performed (agency in-house vs provider)
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Shared
Update the Initial Concept of Operations to reflect agreed roles and delivery responsibilities
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Shared
Validate the updated CONOPS with key stakeholders
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Shared
Define O&M roles / responsibilities to include (1) system support (2) incident management (3) change & release process (4) SLA oversight (5) governance
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Shared
Finalize Target State CONOPS to detail provider-managed processes and retained agency organization
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Shared
Report updates in leadership / governance meetings thru Status Reports/Dashboards
3.14 Lessons Learned
Stakeholders
Recommended stakeholders, inputs, & outputs may vary by implementation; however, agencies that contributed to this Playbook reported these factors as increasing the likelihood of success.Customer
- Business Owner
- Program Manager
- Functional Lead
- Technical Lead/Solution Architect
- Technical SME
- Functional SME
Provider
- Business Owner
- Program Manager
- Functional Lead
- Technical Lead/Solution Architect
- Technical SME
- Functional SME
Inputs
- Target State CONOPS
- As-Is Workforce
- As-Is Process Flows
- Scope of Services
- Requirements Traceability Matrix (RTM)
- Requirements Fit-Gap Analysis
- Initial Concept of Operations (CONOPS)
- Provider Agreement
