M3 Playbook > Phase 5: Operations
Phase 5: Operations
Objective
Deliver services and conduct continuous process improvement.
Recommended Actions
Program Management
5.1
Review Performance Against Expected Benefits
Objective
Evaluate implementation performance to determine if objectives were achieved.Responsible Party
sharedInputs
- Program Charter
- Program Management Plan
- Integrated Master Schedule (IMS)
- Success Metrics
- Service Level Agreements
Outputs
- Final Report on Success Metrics
5.2
Collect Lessons Learned
Objective
Identify the Program’s successes and areas for improvement, and report findings in a Lessons Learned Report.Responsible Party
sharedInputs
- Communications Plan
- Program Charter
- Program Management Plan
- Integrated Master Schedule (IMS)
- Status Reports/Dashboards
Outputs
- Lessons Learned Questionnaire
- Lessons Learned Session
- Lessons Learned Report
5.3
Implement Operations & Maintenance (O&M) Governance
Objective
Implement O&M governance structures to manage and oversee performance after Go-Live.Responsible Party
sharedInputs
- Service Level Agreements (SLAs)
- Provider Agreement
Outputs
- O&M Governance Plan
- SLA Performance Reports
- Change Request Log
Workforce, Organization, and Stakeholders
5.4
Support Stabilization and Perform Change Management
Objective
Maintain regular communication with stakeholders and assess the effectiveness of the training after the migration is complete to support stabilization and user adoption.Responsible Party
sharedInputs
- Change Management Plan
- Training Materials
- Training Assessment and Metrics
- Targeted Cutover Communications Plan
- Communications Plan
- Training Plan
Outputs
- Completed Training Evaluations
- Change Management Plan
- Communications Plan
- Training Plan
- Communications Materials
- Training Materials
Technology
5.5
Maintain Applications Post Go-Live
Objective
Support and maintain application post Go-Live to address system and user’s concerns for operational effectiveness.Responsible Party
providerInputs
- Requirements Traceability Matrix (RTM)
- Target State Systems Environment
- Technical Strategy
- Cutover Plan
- Service Level Agreements (SLAs)
Outputs
- Post Implementation and Evaluation Report
5.6
Decommission Legacy Systems
Objective
Retire legacy systems including hardware, software, licenses, interface, and close out support contracts.Responsible Party
customerInputs
- Cutover Plan
- Decommission Plan
Outputs
- Decommission Report
Process and Service Delivery
5.7
Conduct Continuous Process Improvement
Objective
Monitor operational performance to identify and implement process improvement opportunities.Responsible Party
sharedInputs
- Target State Process Flows
- Standard Operating Procedures
- Service Level Agreements (SLAs)
- Lessons Learned Report
Outputs
- Target State Process Flows
- Standard Operating Procedures
- Service Level Agreements (SLAs)
5.8
Manage Integrated Contact Center
Objective
Provide service and assistance to customers in Operations & Maintenance (O&M).Responsible Party
sharedInputs
- Service Level Agreements (SLAs)
- Contact Center Strategy
Outputs
- Service Level Agreements (SLAs)
5.9
Monitor and Update Service Level Agreements (SLAs)
Objective
Update the agreement on the level of service provided by the provider to the customer during operations and maintenance (O&M) for a defined period of time.Responsible Party
sharedInputs
- Service Level Agreements (SLAs)
Outputs
- Service Level Agreements (SLAs)
