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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 3: Engagement
3.16 Finalize Target State Concept of Operations
3.15 Prepare Data for Mock Conversions
3.17 Define Integrated Contact Center Structure
Image Map Phase 0: Assessment Phase 1: Readiness Phase 2: Selection Phase 3: Engagement Phase 4: Migration Phase 5: Operations
Objective: Define which processes and services will be performed between the customer and provider to understand the Target State Concept of Operations.

Phase 3 GuidanceResponsible Party - Customer, Provider, Shared
1. Review Engagement Phase IAA/Contract to determine in scope processes and target state requirements (S)
2. Review and agree upon where the business processes and services should be performed in the future (e.g., internally versus with provider) based on the requirements and fit-gap analysis (S)
3. Update the Initial Concept of Operations (S)
4. Validate updated Concept of Operations with stakeholders (S)
5. Define roles and responsibilities for O&M (e.g., systems maintenance, incident identification, change control and release management, service level agreement reviews, and governance) (S)
6. Finalize Target State Concept of Operations based on processes to be migrated to the provider and the designed retained organization (S)
7. Report updates in governance meetings and Status Reports/Dashboards (S)

• Initial Target State Concept of Operations
• As-Is Workforce
• As-Is Process Flows
• Scope of Services
• Gap Analysis Report

• Target State Concept of Operations
Stakeholders Update
• Business Owners (C, P)
• Program Manager (C, P)
• Functional Lead (C, P)
• Technical Lead/Solution Architect (C, P)
• Technical SMEs (C, P)
• Functional SMEs (C, P)