Setting Expectations with the Post-Implementation, Maintenance, and Support Teams in the SDLC

Once a project goes live, the Business Analyst’s (BA) role often extends to setting expectations with the Post-Implementation, Maintenance, and Support Teams. These teams are responsible for ensuring that the system operates smoothly after deployment, addressing any issues, and managing ongoing enhancements. Establishing clear expectations helps bridge the gap between development and support, ensuring long-term project success.

Steps for Setting Expectations with the Post-Implementation Team

Defining Handover Responsibilities:
- Purpose: The BA ensures that all relevant documentation—such as the Business Requirements Document (BRD), system workflows, and test results—is handed over to the post-implementation team for smooth knowledge transfer.
- Example: In a Fintech project, the BA provides the support team with detailed documentation on compliance workflows to help resolve any post-launch issues.
Establishing Monitoring and Performance Metrics:
- Purpose: The BA collaborates with the support team to define performance metrics for the newly implemented system. These metrics help monitor the system’s functionality and detect any issues that may arise.
- Example: In a Supply Chain Management project, the BA sets up key performance indicators (KPIs) related to order processing speed and system uptime, ensuring the support team can track these metrics and address inefficiencies.
Managing Post-Launch Issues:
- Purpose: The BA sets expectations regarding how post-launch issues will be managed, including how quickly support teams are expected to resolve issues and how escalations will be handled.
- Example: In a Banking project, the BA coordinates with the support team on handling customer complaints related to online banking, ensuring that issues are escalated promptly and resolved within established SLAs.
Ensuring Continuous Feedback Loops:
- Purpose: Regular feedback between the BA and support team ensures that ongoing issues are resolved and that system enhancements are aligned with business needs.
- Example: In a Capital Markets project, the BA gathers feedback from the support team regarding the performance of a new trading platform and works with developers to roll out necessary improvements in future releases.

Business Analyst’s Role in the Post-Implementation Phase

Knowledge Transfer: The BA is responsible for ensuring the support team understands the system’s functionalities and business goals. This is done through comprehensive documentation and walkthroughs.
Monitoring System Performance: The BA may help the support team set up dashboards or automated reports to track system performance metrics, allowing them to monitor and resolve issues proactively.
Managing Enhancements: The BA works with stakeholders and the support team to prioritize post-launch system enhancements, ensuring that improvements align with evolving business requirements.
User Training Support: If additional training is needed post-launch, the BA coordinates with the training and support teams to ensure that end users fully understand how to use the system effectively.

Case Study: Managing Expectations in a US Healthcare Project

In a US Healthcare Domain project, the BA worked closely with the support team to set expectations for monitoring patient data privacy compliance. By providing detailed system documentation and defining clear escalation paths for any compliance issues, the BA ensured a smooth transition from development to post-implementation. Continuous feedback loops allowed the team to make iterative improvements to the system, ensuring long-term success.

Conclusion:

Setting clear expectations with post-implementation, maintenance, and support teams ensures that systems operate efficiently and any issues are resolved promptly. This collaboration between the BA and support teams is essential for long-term project success and user satisfaction.

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