Projects focus on a time-based, outcome-oriented goal. But what happens when the Project reaches that goal? How do project teams manage the process of creating a solution to operations?  

Project Managers and teams need to consider their planning for a smooth transition to operations as part of their Project. Let's look at 5 ways to help your Project move from implementation to sustainable solution.

Define when your Project is Done 

Some projects have multiple products (such as new processes, roles, training, and technology). Other projects may focus on advanced versions of products (starting with a minimum viable product and progressing to a mature product. So how do projects know when they are done and are ready to transition to operations? That should be documented in your Project Charter. Two options Project Managers may consider are: 

1. Cut over 

Once a project is completed, it transitions to operations. The Project ends, and the solution's long-term upgrades, changes, and support move to another team. In this case, the Project ends, and all new work is managed from the operations. If significant work is needed, a new project may be started to manage a specific goal and then transition back to operations once completed.

Projects need to focus on the transition to operations during their design and build the documentation, as this will be required to be shared with the support team. Training and upskilling of the operations team may be needed. This might include transferring some project team members to the operations team during the transitional period.

2. Parallel 

In some cases, projects and operations run in parallel. The Project focuses on building the new while the operations team manages the live solution. This allows for a segregation of duties and the ability to focus on customer support and upgrades once the system is live. The Project continues working on the solution improvements and upgrades in pre-production.

It is important to align these two teams to ensure that upgrades and other changes are consistent with pre-production enhancements.

Document the Operations process

Most projects include more than one product to transfer to operations. Defining what is moving to operations and what may remain as part of the Project is important for both teams. Some steps to establish the process can include:

1. Workshopping the end-to-end solution (technology, processes, roles, customer services, etc.)

2. Designing the documentation that both teams will use to detail the design decisions made and solution architecture.

3. Defining documentation ownership and who will update files. Ideally, this can be a collaborative process to ensure that project team content is augmented with operational details needed for long-term support.

Build Transitional Team skills

Related to documenting all the parts of the Project is the step of building the skills needed to support the product. This may include:

• Infrastructure

• Technical design (UX)

• Technical build (UI and Interfaces)

• Upgrade management

• Configuration structure and rules

• On-going product upgrade management

• Data management

• Functional process creating

• Processes and Policies

• Customer Services Support

Planning the training and transitional team to support operations should be part of the project plan. This may include application 3rd party training, on-the-job training, and documentation briefings. But also consider mentoring and coaching programs to ensure that the upskilling includes decision insights and management, not just process steps. This will ensure a more robust team for product life-cycle support.

Design the Project to Operations handover

Handover is the moment when Operations start to take the lead. The transfer for ownership of the Project's product must have a clearly documented and communicated 'baton pass.' This will help manage expectations from both teams and ensure that work is in order and consistent.  

Designing the handover starts with a meeting to define what will be handed over, when, and to whom. This can be managed as a stream of the design process. As the Project matures, setting up a handover team of the Project and operations members can help align the work and actions to complete. Making an inventory of the documents to be reviewed and agreed upon is a good way to start the assessment. This inventory should include information on assets, systems, applications, and other tools the operations team needs.  

A stage gate or approval process is often needed before the handover can begin. Make sure that the planning for these approval steps is managed as part of the Project. Knowing the process and the total time to complete documentation and review will be vital to a smooth and timely transition.

Create the Day 1 Cutover plan

Cut-over is an event in itself. This is the moment when old systems are taken out of operation, and the new product goes live. This is a complex step from both a technical and a communications standpoint.  

Technical considerations may include data mapping, interfaces, and the shutdown/start-up of related systems.

Communications should include:

• Informing all users and stakeholders.

• Advising of the support in place.

• Defining the key date of the move to live support and operations.

A celebration or formal moment to recognize the cutover to operations is a great time to acknowledge the work done and mark the delivery as the first day of realizing the goal. Think about how you can achieve this in a way that includes the end users and customers of the solution so that they feel a part of the change from day one. 

During the design, build, and acceptance phases, successful projects use KPI"s to track their status against milestones and project targets. And this is a good general practice. However, the real test of project success is the operational integrity of the solution. Project Managers and Teams who work toward a move to operations at the start of their projects are more likely to make this transition and solution a long-term success. 

Do you have a process or checklist for the transition to operations? When do you start the transfer planning for your Project? Please share your experience in the comments.