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M3 Playbook > Phase 5: Operations > 5.3 Implement Operations & Maintenance (O&M) Governance

5.3 Implement Operations & Maintenance (O&M) Governance

Program Management

Task Activities

  1. Shared

    Finalize Integrated O&M Governance Plan to include integrated governance authority, roles, and responsibilities for decision-making on topics such as risk/issue escalation, Service Level Agreement (SLA) and Provider Agreement monitoring, contract negotiations, service requests/change requests management after system Go-Live

  2. Shared

    Implement processes, integrated governance meeting cadence, and reporting timelines for customer and provider

  3. Shared

    Update Governance Plan and processes as changes are identified or conduct an annual review (at a minimum) to determine if changes are needed

  4. Provider

    Review and report on SLAs after Go-Live on the timeline specified in the SLA

  5. Customer

    Review Provider Agreement and SLAs at least once annually and determine if updates need to be made

5.3 Best Practices

  • 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



  • Business Owner
  • O&M Team


  • Business Owner
  • O&M Team


  • Service Level Agreements (SLAs)
  • Provider Agreement


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