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M3 Playbook > Phase 4: Migration > 4.3 Develop Operations and Maintenance (O&M) Governance

4.3 Develop Operations and Maintenance (O&M) Governance

Program Management

Task Activities

  1. Provider

    Identify provider governance bodies that will participate during O&M

  2. Shared

    Define integrated governance authority, roles, and responsibilities for oversight and management decision-making on topics such as risk/issue escalation, Service Level Agreement (SLA) monitoring, contract negotiations, service/change requests, and management after system Go-Live

  3. Shared

    Establish integrated governance meeting cadence and reporting timelines for customer and provider

  4. Shared

    Create integrated O&M Governance Plan

  5. Shared

    Begin executing against Governance Plan to facilitate decision-making and issue escalation upon Go-Live

4.3 Best Practices

  • 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



  • Executive Sponsor
  • Business Owner
  • Program Manager
  • PMO Lead
  • PMO Team


  • Executive Sponsor
  • Business Owner
  • Program Manager
  • PMO Lead
  • PMO Team


  • Existing Governance Bodies and Processes within Customer and Provider Agencies
  • Governance Plan
  • Provider Agreement


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