COVID Epidemic & Sustenance of IT Digital Service Transition


 Saurav Mukherjee

Saurav Mukherjee,
Digital Service Management Leader

The year 2020 has been a tough one for a lot of Enterprise Business Transformation Programmes. Due to the Covid outbreak, several large-scale IT Business transformation programmes were halted or paused due to various financial constraints across the industries.

However, a lot of these Digital transformation programmes which were halted during their UAT stage would be soon resuming by 2021 Q1.

Amongst my many LinkedIn Followers who also happen to be Chief Digital leaders wanting to resume their halted Digital transformation programs from the UAT Stage, did connect with me to understand the “Best Methodologies to guarantee a flourishing Service Transition from the Project stage to Steady State Operations” post business Go-Live to enhance the user experience.

In this article, I would summarize my key takeaways based on my above discussions with them. Although the topic of Digital Service Transition of Transformation programmes, is nothing new.

In a nutshell, I would re-iterate a few important aspects which may get missed to ensure a thriving Service Transition to sustain the Digital transformation along with enhanced user experience.

Hypercare Entry & Exit Governance criteria:

AS-IS Ways? In general, the important Hypercare governance criteria for many Transformation programmes would be the following:

  • • No open UAT defects – UAT signed off
  • • Sign Off received for full Project knowledge transfer & user training
  • • Support team allocation for Hypercare (Primary and Secondary support)
  • • Creation of important Knowledge articles
  • • No open hypercare incidents
  • • Required business sign off to close the Hypercare
  • • Required Operation team sign off to receive the handover Etc

Saurav's Recommendations "How to make it exceptional": Here are some other micro-management factors to be considered while exiting Hypercare:

  • • The user community should be trained enough to understand the Support model
  • • The Level 1 team should be set-up for Catch and dispatch during hypercare - SOP's shared and routing table updated, Knowledge Article is created and ready to be published
  • • More than 70% of Hypercare incidents should have been resolved by the primary support team so that they can do the same post business Go-Live
  • • Super-user community should be identified to be the approval authority for major incidents being opened
  • • Plan the dates for a follow-up Hypercare Review meeting after 3 months from the Business Go-Live date, to understand lessons to learn for future country rollouts/releases
  • • Dedicated Month End Closing Support model should be set-up for the first 6 months post business go-live

Enhance the Global Support Model

This is one topic, on which I have written multiple articles. Although, let's check some important aspects again:

  • • With a special focus on not to get a ticket resolved in time, but to resolve it with better user satisfaction which is not time-bound
  • • Appropriation of the best tool to capture the customer sentiments on each issue being resolved – NPS Score to be measured accordingly
  • • Users can interact with an AI chatbot to provide them the necessary information to resolve their issues without a ticket being raised
  • • Certain Service Requests could be resolved in a few minutes rather than waiting for any human intervention
  • • Digital transformation programs need constant Knowledge Articles to be updated and created so an AI-powered ITSM tool would help in creating Knowledge Articles based on User education issues and other factors
  • • Problem Management gets automated by scanning tickets to find out the reoccurring ones to avoid them
  • • Although there can be many more important factors here, so please refer my earlier articles

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