--- title: "Hyper-chaos to BAU" number: 64 date: 2024-02-20 url: https://trevin.co/writing/hyper-chaos-to-bau standfirst: "How to run hypercare after an ERP go-live and hand the system into a support structure that can carry it into business as usual." topics: ["ERP programs"] --- # Hyper-chaos to BAU How to run hypercare after an ERP go-live and hand the system into a support structure that can carry it into business as usual. ## Conducting Hypercare and Mobilizing Support into BAU: A Comprehensive Guide When an ERP system goes live, the transition from project mode to Business-As-Usual (BAU) operations marks a critical phase in the lifecycle of the implementation. This period, known as hypercare, involves intense support and monitoring to ensure that the ERP system functions as intended, and any issues are promptly addressed. Mobilizing support into BAU is essential for maintaining system performance and user satisfaction. This guide provides a roadmap for conducting hypercare effectively and setting up service desks, production support, and triage processes to ensure a smooth transition into BAU. ## 1. Understanding Hypercare Hypercare is a post-go-live support period that immediately follows the launch of an ERP system. It is characterized by heightened support levels to address any issues arising as users begin to interact with the new system in their daily operations. The primary goals of hypercare are to: - Ensure system stability and performance. - Resolve incidents and problems quickly. - Support end-users in adapting to the new system. ## 2. Mobilizing Support into BAU Transitioning to BAU involves establishing a permanent support structure that can handle issues and requests efficiently, ensuring the ERP system continues to meet business needs. Key components include setting up service desks, mobilizing production support, and implementing triage processes. ### Setting Up Service Desks The service desk serves as the first point of contact for users facing issues or requiring assistance with the ERP system. To set up an effective service desk, consider the following steps: - **Staffing:** Ensure the service desk is staffed with personnel trained in ERP system functionalities and common issues. - **Processes:** Define clear processes for issue logging, tracking, and escalation. Implement a ticketing system to manage requests efficiently. - **Tools:** Equip the service desk with the necessary tools for issue diagnosis and resolution, including access to system logs, documentation, and remote support capabilities. ### Mobilizing Production Support Production support involves a team dedicated to maintaining and optimizing the ERP system post-go-live. Key aspects include: - **Tiered Support Structure:** Implement a tiered support structure (e.g., Level 1, Level 2, Level 3) to handle issues based on complexity, with Level 1 addressing basic user queries and Level 3 dealing with deep technical issues. - **Monitoring and Performance:** Utilize monitoring tools to proactively identify and address system performance issues. - **Continuous Improvement:** Establish processes for capturing lessons learned and feedback from users to continually improve system performance and usability. ### Implementing Triage Processes Triage is the process of prioritizing issues based on their severity, impact, and urgency. Effective triage ensures that critical issues are addressed promptly, minimizing disruption to business operations. - **Severity Levels:** Define severity levels for issues (e.g., critical, high, medium, low) based on criteria such as impact on business operations and number of users affected. - **Escalation Procedures:** Set up escalation procedures to ensure issues are routed to the appropriate support level and resolved within agreed timelines. - **Communication Plan:** Develop a communication plan to keep stakeholders informed about issue status, resolutions, and any potential impact on business operations. ## 3. From Hypercare to BAU Transitioning from hypercare to BAU involves gradually reducing the intensity of support as the system stabilizes and users become more proficient. Key considerations include: - **Review and Handover:** Conduct a thorough review of hypercare activities, document any unresolved issues, and hand over to the BAU support team. - **Knowledge Transfer:** Ensure knowledge transfer from the project team to the BAU support team, including documentation, known issues, and workarounds. - **Feedback Loops:** Establish feedback loops between end-users and the BAU team to continuously improve system usability and address any emerging issues. ## Common Pitfalls and Mitigation Strategies Transitioning from hypercare to Business-As-Usual (BAU) is a complex process fraught with potential pitfalls. Recognizing and mitigating these risks is crucial for a smooth transition. Here are some common pitfalls and strategies to overcome them: ### Pitfall 1: Insufficient Training **Mitigation Strategy:** Implement comprehensive training programs that cover all ERP functionalities relevant to each user group. Use a mix of training methods, including hands-on sessions, e-learning, and documentation. Regularly assess training effectiveness and provide refresher courses as needed. **Example:** A company faced user resistance due to unfamiliarity with the new ERP system. By introducing role-based training sessions and ongoing support materials, user confidence increased, leading to improved system adoption. ### Pitfall 2: Poor Communication **Mitigation Strategy:** Develop a clear communication plan that outlines how updates, issues, and changes are communicated to stakeholders. Use multiple channels to ensure messages are received and understood. **Example:** A project team used a single email newsletter for updates, which many users ignored. Switching to a combination of brief daily updates, interactive webinars, and a dedicated intranet site for real-time information improved stakeholder engagement. ### Pitfall 3: Inadequate Support Structure **Mitigation Strategy:** Ensure the support structure is robust, with clear escalation paths and defined roles. A tiered support model can help manage resources effectively and ensure issues are resolved promptly. **Example:** Initially, all ERP support requests were funneled through a single helpdesk, causing delays. Implementing a tiered support model, where simple issues were resolved at Level 1 and more complex problems escalated, improved resolution times. ### Pitfall 4: Underestimating Post-Go-Live Issues **Mitigation Strategy:** Plan for a higher volume of support requests immediately after go-live. Monitor system performance closely and have a rapid response team ready to address critical issues. **Example:** A company experienced significant performance issues after go-live due to unanticipated data volume. Temporarily increasing the size of the support team and prioritizing performance optimization tasks helped stabilize the system. ## KPIs and Implementation Tasks ### Key Performance Indicators (KPIs) 1. **Issue Resolution Time:** Average time to resolve reported issues. 2. **System Uptime:** Percentage of time the ERP system is available and operational. 3. **User Satisfaction:** Feedback scores from users regarding their experience with the ERP system. 4. **Adoption Rate:** Percentage of users fully utilizing the ERP system as part of their daily tasks. ### Implementation Tasks and Checklists **Before Hypercare Ends:** - Conduct thorough system performance reviews. - Complete all user training and documentation. - Establish clear support and escalation procedures. - Implement monitoring tools for system performance and issue tracking. **Transition to BAU:** - Review and adjust support team structure based on hypercare insights. - Transfer knowledge from the project team to the BAU support team. - Establish feedback mechanisms with end-users for continuous improvement. - Finalize and document all BAU processes and support structures. ## Questions to Ask ### Internally - What are the most common issues reported during hypercare? - How effective are our training programs in preparing users for the ERP system? - Do we have adequate resources for ongoing ERP support and optimization? ### From Vendors and Implementation Partners - What best practices do you recommend for transitioning from hypercare to BAU? - Can you provide ongoing support and maintenance services post-hypercare? - How do we handle system upgrades and patches without disrupting business operations? ### From 3rd Parties - How can third-party solutions integrate with our ERP system to enhance functionality? - What are the support SLAs (Service Level Agreements) for any third-party components we use? - Can you provide training or resources to help our team better manage and utilize third-party solutions? By addressing these pitfalls, focusing on key tasks, and asking the right questions, organizations can ensure a successful transition from hypercare to BAU, maximizing the value of their ERP investment. ## Conclusion Conducting hypercare and mobilizing support into BAU are critical components of a successful ERP implementation. By setting up effective service desks, mobilizing production support, and implementing triage processes, businesses can ensure a smooth transition to BAU operations. Continuous monitoring, support, and improvement are key to maintaining system performance and meeting evolving business needs.