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M3 Framework - Introduction M3 Framework - Overview Phase 0 - Assessment Phase 1 - Readiness Phase 2 - Selection Phase 3 - Engagement Phase 4 - Migration Phase 5 - Operations Resources
M3 Playbook > Phase 5: Operations
5.5 Maintain Applications Post Go-Live
5.4 Support Stabilization and Perform Change Management
5.6 Decommission Legacy Systems
Image Map Phase 0: Assessment Phase 1: Readiness Phase 2: Customer Readiness Phase 3: Engagement Phase 4: Migration Phase 5: Operations
Objective: Support and maintain application post go-live to address system and user’s concerns for operational effectiveness.

Phase 5 GuidanceResponsible Party - Customer, Provider, Shared
1. Provide HyperCare (e.g., service desk, incident management, event management, access management) for 90 days after Go-Live (P)
2. Develop Post Implementation and Evaluation Report to capture lessons learned and next steps (S)
3. Maintain applications, update documentations, and adjust resource, as required, through Information Technology Information Library (ITIL) management to meet SLAs and sustain an agreed upon level of operation performance (P)
4. Plan and perform future modernization efforts to improve operational effectiveness (P)

• Requirements Traceability Matrix (RTM) • Target State Systems Environment • Integrated Technical Strategy • Cutover Plan

• Post Implementation and Evaluation Report
Stakeholders Update
• O&M Team (C, P)

Best Practice
• Engage 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