The Overlooked Phase: Post-Implementation Support Essentials

Giray Takar, Principal Consultant

When it comes to project management, implementation is often seen as the finish line—but the reality is that go-live is just the beginning. Without a robust post-implementation support plan, even the most meticulously executed projects can face user frustration, operational disruptions, and missed opportunities to unlock full system potential.

Post-implementation support is more than just a technical necessity; it’s a strategic phase that ensures your hard work delivers lasting value. Whether you’re introducing new technology, refining processes, or rolling out a complex system, careful planning for this critical phase can make all the difference.

In this article, we’ll explore the essential considerations for a smooth transition and effective support, helping you avoid common pitfalls and set your project up for long-term success.

1. Clear Transition Plan

• Handover Documentation: Documentation is crucial, so ensure proper documentation of the system, including configurations, workflows, user manuals, and known issues. These documents will be useful not only for support teams but also business users as well and other technical teams.
• Roles and Responsibilities: A clearly defined set of roles and responsibilities for the project team, support team, and end-users during the transition phase.
• Knowledge Transfer: Knowledge is key for a successful transition, so make it a priority to carry out knowledge transfer sessions for the dedicated support team.
• Support Environments: Once the system is live ensure that there are provisions for Development/UAT environments to support the triage, resolution and releasing of any issue identified into production in a controlled release process.

2. Dedicated Support Team

• Support Team Readiness: Look to establish an appropriately trained and skilled team that understands the system, tools, and processes implemented.
• Resource Availability: It’s vital to ensure the availability of resources during critical post-go-live periods (warranty period or hyper care). Resources should be highly visible to the end user so they can respond in a timely manner. Beyond the warranty/hypercare period support will still be needed but this can be scaled back to an appropriate level.
• Escalation Path: There will always be a number of unresolved or new issues and defining and communicating an escalation path for these issues so there is a clear approach to how they will be captured and handled will be important.

3. Issue Resolution Process

• Tracking System: If you already have an issue tracking/ticketing system, fully utilise it. If not, establish a process to log, prioritise and track issues.
• Service Level Agreements (SLAs): Put in place SLAs that define response and resolution times for various types of issues that will inevitably be encountered post implementation. Look to include KPI’s that will allow management to monitor the service and respond accordingly to anything that falls outside expectations.
• Root Cause Analysis (RCA): When issues arise, investigate those that are recurring by utilising root cause analysis techniques, and implement suggested preventive measures

4. End-User Support and Training

• Helpdesk Support: Consider setting up a dedicated helpdesk to assist users during the warranty/hyper care period. This approach during the critical period will help provide a focal point for tracking, prioritising and resolution of issues.
• Onboarding Materials: Throughout the project phase it’s good practice to create a set of user manuals and FAQs. In addition, include training sessions and provide appropriate resources to ensure end users receive appropriate training.
• User Feedback Mechanisms: A good idea is to set up a process to collect and address user feedback, helping to identify pain points and areas for improvement.

5. System Monitoring and Optimisation

• Performance Monitoring: When a new system/process is implemented in a production environment, consider processes that will monitor the system/process for performance issues, downtime, and bottlenecks.
• Data Integrity Checks: Data is a key commodity in any system/process implementation, so establish processes that can help validate data accuracy and consistency post-go-live.
• Optimisation: Once in a production environment, look Identify opportunities for fine-tuning system configurations and processes.

6. Risk and Issue Management

• Fallback Plan: Make sure there is a contingency or rollback plan in case critical issues arise. These may be aligned to key system process or activities, as each may need a unique response.
• Proactive Risk Mitigation: Carry out a risk analysis to identify and address potential risks early in the post-implementation phase.

7. Communication and Reporting

• Regular Updates: Communicate status updates to stakeholders on a regular basis. This should include a dashboard that displays appropriate metrics such as transaction volumes, performance data etc.
• Issue Reporting: It’s important to share detailed reports on issues resolved, pending issues, and their impact.

8. Continuous Improvement

• Post-Implementation Review: Good practice involves conducting a post implementation review to assess what went well and areas for improvement.
• System Enhancements: Always plan for incremental improvements based on feedback and evolving requirements.
• Knowledge Base Updates: Throughout the life of the system/process, create a knowledge repository with recorded solutions for new or known issues.
• Change Management: Look to implement a change management process to ensure that where improvements or issues are identified they are logged and prioritised. Changes be reviewed and targeted for appropriate resolution

By focusing on these considerations, organisation can ensure a smooth project transition, maximise the value of their new system, and minimise potential disruptions to business operations.

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