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M3 Playbook > Phase 5: Operations > 5.5 Maintain Applications Post Go-Live

5.5 Maintain Applications Post Go-Live

Technology

Task Activities

  1. Provider

    Provide heightened levels of service for 90 days after Go-Live to ensure stabilization (e.g., service desk, incident management, event management, access management)

  2. Shared

    Develop Post Implementation and Evaluation Report to capture lessons learned and next steps

  3. Provider

    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

  4. Provider

    Plan and perform future modernization efforts to improve operational effectiveness

5.5 Best Practices

  • 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

Stakeholders

Customer

  • O&M Team

Provider

  • O&M Team

Inputs

Outputs

  • Post Implementation and Evaluation Report