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M3 Playbook > Phase 3: Engagement > 3.14 Finalize Target State Concept of Operations
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3.14 : Finalize Target State Concept of Operations

Process and Service Delivery
  1. Shared

    Review agreement to confirm in-scope service delivery processes vice target state requirements

  2. Shared

    Agree where each business processes/services will be performed (agency in-house vs provider)

  3. Shared

    Update the Initial Concept of Operations to reflect agreed roles and delivery responsibilities

  4. Shared

    Validate the updated CONOPS with key stakeholders

  5. Shared

    Define O&M roles / responsibilities to include (1) system support (2) incident management (3) change & release process (4) SLA oversight (5) governance

  6. Shared

    Finalize Target State CONOPS to detail provider-managed processes and retained agency organization

  7. 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

Outputs

USSM.GSA.gov

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