M3 Playbook > Phase 4: Migration > 4.3 Develop Operations and Maintenance (O&M) Governance
4.2 Maintain and Execute Risk Processes
4.4 Design Target State Processes
4.3 : Develop Operations and Maintenance (O&M) Governance
Program Management
Objective
Develop integrated O&M governance structure to manage and oversee system and process performance.
View Lessons LearnedRecommended Best Practices
-
Provider
Identify provider governance bodies that will participate during O&M
-
Shared
Define roles/responsibilities for decision-making on (1) risk/issue escalation (2) SLA monitoring (3) contract negotiations (4) change requests (5) management
-
Shared
Establish governance meeting cadence & reporting timelines for customer / provider
-
Shared
Create integrated O&M Governance Plan
-
Shared
Execute Governance Plan to facilitate decision-making / escalation post Go-Live
4.3 Lessons Learned
- Establish goals, timeframes, resources, and responsibilities clearly during the migration that has buy-in from senior management at the customer and provider agencies
- Encourage decisions to be made at the lowest possible level, while allowing elevation of important or contentious issues through the governance model
- Review Provider Agreements, SLAs, and Life Cycle Cost Estimate (LCCEs) for any potential updates that may be required
- Use the O&M Governance Plan to develop an integrated governance body of providers and customers with defined roles and responsibilities. Establish voting rights and escalation criteria accounting for all O&M activities. Outline voting procedures and determine governance meeting cadence and communications
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
- Executive Sponsor
- Business Owner
- Program Manager
- PMO Lead
- PMO Team
Provider
- Executive Sponsor
- Business Owner
- Program Manager
- PMO Lead
- PMO Team
Inputs
- Existing Governance Bodies and Processes within Customer and Provider Agencies
- Governance Plan
- Provider Agreement
