
M3
Playbook > Phase 4: Migration
4.19 Finalize Service Level Agreements
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4.20 Design Target State Processes | ![]() |
Objective: | Finalize the agreement on the level of service from the provider during Operations and Maintenance (O&M). |
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• Establish SLAs with proper monitoring where both customer and provider responsibilities are clearly defined • Given a potential dip in services immediately after Go-Live, customers should consider adding support/funding for stabilization (i.e. on-site support, Program Management Office (PMO) support, additional training) |