M3 Playbook > Phase 5: Operations
Phase 5: Operations
Objective
Deliver services and conduct continuous process improvement.
Key Tasks
Program Management
5.1
Review Performance Against Expected Benefits
Responsible Party
sharedInputs
- Program Charter
- Program Management Plan
- Integrated Master Schedule (IMS)
- Success Metrics
- Service Level Agreements (SLAs)
Outputs
- Final Report on Success Metrics
5.2
Collect Lessons Learned
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
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
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
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
Responsible Party
customerInputs
- Cutover Plan
- Decommission Plan
Outputs
- Decommission Report
Process and Service Delivery
5.7
Conduct Continuous Process Improvement
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
Responsible Party
sharedInputs
- Service Level Agreements (SLAs)
- Contact Center Strategy
Outputs
- Service Level Agreements (SLAs)
5.9
Monitor and Update Service Level Agreements (SLAs)
Responsible Party
sharedInputs
- Service Level Agreements (SLAs)
Outputs
- Service Level Agreements (SLAs)
