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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 Phase 0: AssessmentPhase 1: ReadinessPhase 2: Customer ReadinessPhase 3: EngagementPhase 4: MigrationPhase 5: Operations
Phase 5: Operations

Objective: Deliver services and conduct continuous process improvement.

Phase 5 PlaybookLegend - Customer, Provider, Shared Phase 5 Guidance
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 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 Contact Center
5.9 Monitor and Update SLAs