That’s why INFO’s operational services are organized in a way that provides our clients with the same level of service quality and customization that they’ve gotten used to during the project phase.īut how do you make sure that a platform that was created and built with so much TLC will be managed with the same level of care and dedication? Over here at INFO, we have a couple of guidelines to make sure that we do exactly that: For our clients, this can feel like they’ve traded their agile little speedboat for a cumbersome oil tanker. After all, they’re switching from working with a group of people that they’ve come to know quite well, their team, to working according to a SLA where things are set in stone. Transitioning from working with a (dedicated) project team to the operational phase of a platform after its launch can take some getting used to for clients. Or we gather those change requests together in order to plan new sprints at a later time, possibly with another project team.
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This could mean that after the launch, we have our software development engineers available for a fixed number of hours per month, so that they can continue working on new functionalities within the platform.
We make agreements with our clients about how we will handle change requests for the application or its infrastructure after the last sprint is completed. After all, during the operational phase of a platform other questions and challenges come into play than during the project phase.ĭuring those conversations, we will also address the topic of functional application management, or rather, the ongoing development of the platform after the project has ended. To be able to determine the scope of the services needed during the operational phase, it’s paramount that we start talking with our clients about this phase already at the start of the project. Our primary goal is to ensure reliability, integrity and availability of the platform. In this SLA, we define the scope of the services that INFO provides during this phase. To meet the challenges of the operational phase, we compose a comprehensive Service Level Agreement (SLA) with our clients.
This is what we call the operational phase. In short, what we’ve built and delivered must now be managed and maintained. The platform also has to remain “fit for purpose” and needs to grow alongside the organization in a healthy and sustainable manner. We may also want to implement a couple of change requests that we still had on the project backlog or build new functionality that we hadn’t thought about during the project phase. Besides that, the platform’s data has to be sufficiently protected against unauthorized use and the methods and solutions for this may change over time.
Or an (un)expected increase in the number of users on the platform which demands (automatic) up-scaling of the (virtual) resources to handle that demand. While “on the road”, we will encounter (end)users that will start using the platform and that will give feedback that may translate into change requests for the platform. And just like with a car that rolls off the conveyor belt and leaves the factory, we cannot predict what will happen when people take it out for a spin. But what happens after this milestone is reached? The project may be finished but for the platform this is obviously just the beginning.
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