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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 4: Migration
4.13 Design, Configure, and Develop Systems
4.12 Define Roles and User Access
4.14 Design and Develop Interfaces
Image Map Phase 0: Assessment Phase 1: Readiness Phase 2: Selection Phase 3: Engagement Phase 4: Migration Phase 5: Operations
Objective: Design, configure, and develop changes and enhancement of system software, hardware, and documentation throughout the lifecycle.

Phase 4 GuidanceResponsible Party - Customer, Provider, Shared
1. Document Configuration Workbooks to understand data and system layouts (P)
2. Create baseline system configuration and execute unit test to validate configuration changes (P)
3. Assess and define batch jobs (P)
4. Define and verify business process controls framework (P)
5. Baseline and sign-off on functional and technical requirements (S)
6. Develop functional and technical specifications for enhancement based on requirements (P)
7. Code and unit test enhancements (P)
8. Validate the configuration and controls with customer Functional SMEs (and Technical SMEs) to validate enhancements have met requirements (S)

• Target State Architecture Solution
• Integrated Technical Strategy
• Gap Analysis Report
• Configuration Management Plan

• Updated RTM
• Configuration Workbooks
Stakeholders Update
• Program Manager (P)
• Technical Lead/Solution Architect (P)
• Configuration Lead (P)
• Development Team (P)
• Functional Lead (C, P)
• Functional SMEs (C, P)
• Managing Partner/Line of Business Sponsor (Line of Business)

Best Practice
• Leverage functional specifications to support contact center team, test case, script development, training development, and user guide development
• Conduct Configuration Workbook validation after Conference Room Pilots (CRPs) to help the customer better understand the configuration options
• Consider hiring or staffing independent Enterprise Resource Planning (ERP) experts to provide unbiased configuration alternatives for the customer