IT Implementation A

Context: Medium-size enterprise rolling out a Case Management platform across three departments (Operations, Customer Success, Compliance). ~1,200 users, staged migration from legacy ticketing.

Objectives (SMART):

• Reduce average case resolution time by 25% within 90 days of go-live.

• Achieve ≥80% weekly active use in target roles by end of Month 2.

• Integrate with SSO and HRIS; decommission legacy in 120 days.

• Maintain 99.9% availability and ≤ 1 hour MTTR in first 30 days.

• Constraints: strict data residency; read-only access to legacy during transition; change freeze windows (financial close).

• Teams & RACI (example):
• Sponsor (A): COO
• Product Owner (A/R): Head of Ops Excellence
• Delivery Lead (R): Program Manager
• Platform Eng (R): integrations, environments
• Security (C/A): threat model, IAM, DLP
• Compliance (C): retention, audit trails
• Support (R): runbooks, Tier 1/2 prep

• High-level plan:
• Phase 1 (Weeks 1–4): discovery, architecture, data audit, MVP scope, non-prod envs.
• Phase 2 (Weeks 5–10): build, integrations, data pipelines, UAT1, training content.
• Phase 3 (Weeks 11–14): pilot rollout (Dept A), hypercare, fix-forward UAT2.
• Phase 4 (Weeks 15–20): wave rollout (Depts B/C), stabilization, legacy read-only.
• Phase 5 (Weeks 21–24): optimization, decommission legacy, PIR.

• Quality gates: Architecture/Privacy review complete; Performance test ≥ targets; DR runbook validated; rollback rehearsal; UAT sign-off; Access reviews complete.

• Telemetry (post go-live): adoption dashboards, case SLA heatmaps, error budgets, incident trend, UX feedback loop (micro-surveys), training completions.