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Hypercare

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In this lesson, you will learn:

  • What hypercare is
  • The daily checks
  • How to end hypercare

🔁 Quick look back: Last time: Rollback and Emergency Stop. You learned how to stop a bad scan fast, and roll back.

1 The Problem: The First Weeks Show New Problems

Real nightly scans find things tests didn’t:

  • New devices appear.
  • Passwords change.
  • A few duplicates slip through.

🎯 The problem: The first weeks after go-live show new problems.

👉 The fix: Run two weeks of hypercare with daily checks and fast fixes.

Table of daily hypercare checks.
Figure 1. Daily hypercare checks.

2 Hypercare

Key term: Hypercare

A short period after go-live with extra support and daily checks.

💡 Good to know: Need a refresher? See ITSM Implementation › ITSM Deployment › Hypercare and Handover for hypercare in general.

3 Ending it

  • Failures are low and understood.
  • The client’s team runs the daily checks.
  • Open items have owners.

4 Project Clear View: How We Implemented It

📍 Situation: All four waves were live.

🧭 Decision: Run two weeks of daily checks with Hana’s team.

🛠️ Steps we took:

  1. Ran a 15-minute daily call with Hana’s team.
  2. Fixed two new failures and one duplicate.
  3. Found owners for four new devices.
  4. Handed the daily checks to Hana’s team in week 12.

✅ What we verified:

  • Failures dropped to near zero.
  • Hana’s team ran the checks alone.

📁 Evidence: Hypercare log, closed at handover.

5 Quick recap

  • Hypercare is extra support right after go-live.
  • Check schedules, failures, duplicates, new devices and credentials daily.
  • Fix fast and find owners.
  • End when the client’s team runs it alone.

6 Check yourself

Think of your answer first. Then tap to check.

1 How long was SNWR’s hypercare? Show answer

Two weeks.

2 Name three daily checks. Show answer

Any three of: schedules finished, failures, duplicates, new devices, credential errors.

3 When does hypercare end? Show answer

When failures are low and the client’s team runs the checks alone.

Nice work! Discovery is settled at SNWR. 🎉
Next up: Writing the Operations Runbook

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