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M3 Framework Introduction M3 Framework Overview M3 Phase 0 - Assessment M3 Phase 1 - Readiness M3 Phase 2 - Selection M3 Phase 3 - Engagement M3 Phase 4 - Migration M3 Phase 5 - Operations M3 Resources
M3 Playbook > Phase 3: Engagement
3.18 Define Service Level Agreements
3.17 Define Contact Center Structure
Image Map Phase 0: Assessment Phase 1: Readiness Phase 2: Selection Phase 3: Engagement Phase 4: Migration Phase 5: Operations
Objective: Define the level of service standards provided to the customer during operations and maintenance.

Phase 3 GuidanceLegend - Customer, Provider, Shared
1. Review Target State Concept of Operations and roles and responsibilities for Operations and Maintenance (O&M) services (S)
2. Review and discuss existing provider service level metrics to determine if there need to be adjustments (S)
3. Identify additional service level metrics based on objective, clearly-defined, and measurable criteria (S)
4. Gain stakeholder buy-in on metrics that will be used post-migration to measure O&M performance as part of the Performance Management Plan (S)
5. Define performance management capabilities, processes, and tools (S)
6. Finalize service level metrics, targets, and remediation or issue resolution policies (S)
7. Report updates in governance meetings and Status Reports/Dashboards (S)

• Service Level Agreements (SLAs)
• Engagement Phase IAA (Federal Only)

• O&M SLAs
• Executive Sponsor (C, P)
• Business Owner (C, P)
• Program Manager (C, P)
• PMO Lead (C, P)
• PMO Team (C, P)
• Functional Lead (C, P)
• Technical Lead/Solution Architect (C, P)
• Technical SME (C, P)
• Functional SME (C, P)

Best Practice
• Include services and systems with identified target metrics in your SLAs