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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 5: Operations
5.9 Monitor and Update SLAs
5.8 Manage Contact Center
Image Map Phase 0: Assessment Phase 1: Readiness Phase 2: Customer Readiness Phase 3: Engagement Phase 4: Migration Phase 5: Operations
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.

Phase 5 GuidanceLegend - Customer, Provider, Shared
Activities
1. Create reports based on ongoing tracking/managing of performance against established Service Level Agreements (SLAs) (S)
2. Identify any gaps between customer service level requirements and provider capabilities (S)
3. Update SLAs according to the new operational and financial terms and conditions (i.e., timing of services, cost for services, payment terms) (S)

Inputs
• O&M SLAs

Outputs
• O&M SLAs
Stakeholders Update
• Executive Sponsor (C, P)
• Business Owner (C, P)
• Program Manager (C, P)
• PMO Lead (C, P)
• PMO Team (C, P)
• Functional Lead (C, P)
• Technical Lead/Solution Architect (C, P)
• Technical SME (C, P)
• Functional SME (C, P)

Best Practice
• Establish SLAs with proper monitoring where both customer and provider responsibilities are clearly defined
• Work collaboratively across the provider and customer to identify and capture the appropriate performance metrics and targets (service level agreements include customer defined performance measures with associated targets inclusive of metrics to monitor customer responsiveness and quality)