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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 5: Operations
5.3 Implement O&M Governance
5.2 Collect Lessons Learned
5.4 Support Stabilization and Perform Change Management
Image Map Phase 0: Assessment Phase 1: Readiness Phase 2: Customer Readiness Phase 3: Engagement Phase 4: Migration Phase 5: Operations
Objective: Implement O&M governance structures to manage and oversee performance after Go-Live.

Phase 5 GuidanceLegend - Customer, Provider, Shared
1. Finalize Integrated Operations and Maintenance (O&M) Governance Charter to include integrated governance authority, roles, and responsibilities for decision-making on topics such as risk/issue escalation, Service Level Agreement (SLA) monitoring, contract negotiations, service requests/change requests (S)
2. Implement processes and integrated governance meeting cadence and reporting timelines for customer and provider (S)
3. Update charter and processes as changes are identified or conduct an annual review (at a minimum) to determine if changes are needed (S)
4. Review and report on SLAs after Go-Live on the timeline specified in the SLA (P)
5. Review Interagency Agreements (IAAs)/contracts and SLAs at least once annually and determine if updates need to be made (C)

• O&M SLAs
• O&M Interagency Agreement (IAA)/Contracts

• O&M Governance Charter
• O&M SLA Performance Reports
• Change Request Log
• Business Owner (C, P)
• O&M Team (C, P)

Best Practice
• Encourage decisions to be made at the lowest possible level, while allowing elevation of important or contentious issues through the governance model
• Implement an integrated recurring meeting and status reporting cadence to help align customer and provider leadership on the status of ongoing activities and priorities