- Post-implementation support is the final stage of an IT project: the consulting firm transfers the project to the client company.
- The support period generally lasts from one to three months, depending on the nature of the project.
- Three key actions: selecting the most competent staff, categorizing issues (severity and priority), and ensuring rigorous follow-up with all stakeholders.
- When managed well, this phase fosters user acceptance of the change.
The post-implementation support phase is the final stage of an IT project. Its goal is to ensure a smooth and efficient transition between teams: this is the stage where the consulting firm, as the project lead, hands over the project to the client organization.
The support period generally lasts from one to three months. It varies depending on the nature of the project and the degree of change its implementation entails for the client.
What does post-implementation support involve?
Post-implementation support involves responding quickly and appropriately to user questions as soon as deployment ends, using the right people, a rigorous method, and clear, accessible communication. The client must understand the support being offered, otherwise this stage loses its purpose. Its success relies on three key actions.
1. Choosing the most competent staff
Support teams are selected based on their skills and the project's characteristics. Most often, we prioritize process expertise and technical skills specific to the new solution.
Next, it is necessary to clarify everyone's responsibilities and the scope of action, whether for the client, within the firm, or on the liaison team. Subject Matter Experts (Subject Matter Expert) help their colleagues navigate the new solution. Development and infrastructure teams handle complex technical issues. As for the interface team, they lead the support phase, coordinate follow-ups, and ensure communication.
2. Identifying and categorizing issues
Une fois les équipes en place, il convient d'analyser rapidement la nature des difficultés pour acheminer chaque problématique aux bonnes personnes. Il est essentiel de définir des processus (flux de travail) selon les types de requêtes : un problème d'accès à une application ne se résout pas comme une difficulté de saisie de données.
The severity (the degree of operational impact) and priority (the degree of urgency) of anomalies must also be assessed. These dictate the speed of response, the competent team, and the type of answer. Hence the importance of properly qualifying requests and ensuring that all stakeholders know and accept the evaluation criteria.
3. Conducting rigorous follow-ups with all stakeholders
This categorization of issues facilitates follow-up. Request management software provides statistics that allow for visualizing the progress of fixes and communicating more effectively during briefing sessions.
Communication takes many forms: general or targeted informative emails, regular check-ins with the client company's management, meetings with business lines, and daily stand-up meetings (scrum) with technical teams. Our article on the project management communication plan details how to tailor the message to each audience.
Finally, user feedback is invaluable. Some may resist the new solution; others are particularly grateful for the help provided.
The support phase often contributes to the acceptance of change: it must be a success, regardless of project management and delivery.
How do we get there? By combining solid management, quick response times, high-quality technical support, and seamless communication. To get a head start on your project, check out our articles on choosing an integrated software package and on ERP implementation.
Frequently asked questions
How long does post-implementation support last?
Generally one to three months. The duration varies depending on the nature of the project, the degree of change imposed on users, and the complexity of the deployed solution. It is planned from the initial contract, with clear exit criteria.
Who is involved during post-implementation support?
Three groups: Subject Matter Experts (SMEs), who assist their colleagues with the new solution; development and infrastructure teams, who handle complex technical issues; and an interface team that leads the phase, coordinates follow-ups, and ensures communication.
How do you prioritize requests after a go-live?
By evaluating each issue based on two criteria: severity (operational impact) and priority (urgency). This classification, agreed upon by all stakeholders, determines the response time, the responsible team, and the type of action required.
Primary source: post-implementation support method based on PlanAxion's experience with IT projects.