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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
Phase 5: Operations

Image Map Phase 0: Assessment Phase 1: Readiness Phase 2: Customer Readiness Phase 3: Engagement Phase 4: Migration Phase 5: Operations

Objective: Deliver services and conduct continuous process improvement.

Phase 5 PlaybookLegend - Customer, Provider, Shared
Phase 5 Operations Program Management Workforce, Organization, and Stakeholders Technology Process and Service Delivery
5.1 Review Performance against Expected Benefits
5.2 Collect Lessons Learned
5.3 Implement Integrated O&M Governance
5.4 Support Stabilization and Perform Change Management 5.5 Maintain Applications Post Go-Live
5.6 Decommission Legacy Systems
5.7 Conduct Continuous Process Improvement
5.8 Manage Integrated Contact Center
5.9 Monitor and Update Service Level Agreements