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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
5.5 Maintain Applications Post Go-Live
5.4 Support Stabilization and Perform Change Management
5.6 Decommission Legacy Systems
Image Map Phase 0: Assessment Phase 1: Readiness Phase 2: Customer Readiness Phase 3: Engagement Phase 4: Migration Phase 5: Operations
Objective: Support and maintain application post Go-Live to address system and user’s concerns for operational effectiveness.

Phase 5 GuidanceLegend - Customer, Provider, Shared
1. Provide heightened levels of service for 90 days after Go-Live to ensure stabilization (e.g., service desk, incident management, event management, access management) (P)
2. Develop Post Implementation and Evaluation Report to capture lessons learned and next steps (S)
3. Maintain applications, update documentations, and adjust resource, as required, through Information Technology Information Library (ITIL) management to meet Service Level Agreements (SLAs) and sustain an agreed upon level of operational performance (P)
4. Plan and perform future modernization efforts to improve operational effectiveness (P)

• Requirements Traceability Matrix (RTM)
• Target State Systems Environment
• Technical Strategy
• Cutover Plan

• Post Implementation and Evaluation Report
• O&M Team (C, P)

Best Practice
• Engage Operations and Maintenance (O&M) team early and conduct multiple simulations and training to adequately prepare support team before cutover
• Gain agreement on SLAs and SLA reporting and processes in advance of cutover
• Determine system administration split of responsibilities between customer and provider early and develop documentation to support