Post go-live workshop overview
Typically, the Post go-live workshop is conducted remotely. The following sections cover the high-level aspects of the Post go-live workshop and provide a sampling of the types of questions that are covered in each section.
Key accomplishments: Review of goals and objectives
The review of goals and objectives section covers the project goals and objectives that were initially set when the project was launched.
This section aims to confirm whether the goals were achieved by looking at and comparing business success measures before and after the go-live event to potentially take corrective actions.
Ultimately, this approach helps the customer realize the value of the investment that they made.
This section focuses on answering questions, such as:
What were the initial goals of the implementation?
What were the business success measures before go live, and what are the measures after go live?
Do the success measures indicate that the initial goals have been achieved? If not, what were the reasons why the goals weren't achieved?
What should be the changes to start now or for the next phases in the rollout?
Discussion of lessons learned
The discussion on lessons learned section covers the various learnings that were captured as the implementation team faced challenges, whether they were with the implementation of or use of the Dynamics 365 solution.
Candid exchanges around the lessons learned will help prevent past issues from reoccurring to improve the project delivery and collaboration cross-party and cross-organization.
This section focuses on answering questions, such as:
What were the top challenges that were faced during the implementation, and how could these challenges have been prevented?
What are the top lessons learned from the implementation?
What were the top issues related to the Dynamics 365 solution?
What are the top lessons learned with the use of Dynamics 365?
How are the lessons learned going to be converted to action items to assign and follow among the teams?
Post go-live assessment
Post go-live assessment considers the continuous feedback loop and the satisfaction ratings in key areas of the implementation experience. This section searches for examples of rating and collecting feedback on items, such as:
Overall satisfaction with the Dynamics 365 solution
Administration and governance
Partner ecosystem
Support experience
Service health
Application lifecycle management (ALM)
Product roadmap and release cadence
Reporting and analytics
Other general feedback
The customer and partner experience of implementing Dynamics 365 has abundant lessons. Sharing these lessons in the form of open and constructive feedback contributes to the continuous improvement of the Dynamics 365 implementation experience.
The post go-live assessment also aims to confirm that a feedback loop is in place to help the implementation team gather and act on end users' feedback (for example, with the in-app survey). Then, users can share what they appreciate and what they think could be improved to ensure a continuous improvement cycle.
Look forward
The looking forward section considers the next phases of the digital transformation following the go-live event. This section focuses on answering questions, such as:
What is the rollout strategy and timeline?
Which other Dynamics 365 applications or services will be deployed in the next phases of the digital transformation?
Which other Microsoft Azure platforms or services will be deployed in the next phases of the digital transformation?
Will other major external application components or services be deployed in the next phases of the digital transformation?
Will major Dynamics 365 upcoming features (preview/generally available) be considered for the next phases of the digital transformation?
Microsoft Dynamics 365 support options
The Microsoft Dynamics 365 support options section covers the support escalation path, including the Dynamics 365 support plans that are available to customers.
Minimizing the time-to-resolution requires a clearly defined support process with an efficient escalation path (from the incident, to levels 1, 2, 3, and 4, and then up to the resolution).
After the go-live event, all support requests or advisory requests that are opened with Microsoft support are ruled by the support plan service level agreement (SLA), and it's critical to understand what these SLAs are so that you select the correct support plan. This section focuses on answering questions, such as:
What is the escalation path in case issues occur in the Dynamics 365 solution?
Are the teams that are involved in the escalation path trained enough to handle the incidents after the hypercare period?
Which Microsoft Dynamics 365 support plan will be used, and is it relevant with the solution coverage?
Is the team using the online content to stay up to date?