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Operational Readiness

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In this lesson, you will learn:

  • What operational readiness means
  • The SNWR go/no-go checklist
  • Who owns each item
  • How the go/no-go meeting works

🔁 Quick look back: Last time: Migrating Open Tickets at Cutover. You learned how SNWR loads open tickets with import sets, keeps the old number and builds a mapping.

1 “The system is ready. Are we?”

All tests pass. Go-live is Monday.

  • Half the agents haven’t seen the workspace.
  • Nobody told staff to stop emailing the old mailbox.
  • The on-call roster has old phone numbers.

🎯 The problem: A working system isn’t enough. People and support must be ready too.

👉 The fix: check readiness with a go/no-go checklist, and decide together.

2 The checklist

Key term: Operational readiness

The business, not just the system, is ready to run on the new tool.

Key term: Go/no-go

A meeting where owners decide, from the checklist, if go-live goes ahead.

The SNWR go/no-go checklist. Agents trained in Service Operations Workspace: owner Daniel, done. Process owners signed off UAT: Daniel, Grace, Mei and Lucas, done. Support model agreed, with Riya's platform team for fixes: owner Riya, done. On-call roster checked, with phone numbers: owner Ravi, open. Go-live email to all staff drafted: owner Anita, done. A note says every item must be done, or have an agreed plan, before Go.
Figure 1. Every item done, or a plan agreed.

3 The go/no-go meeting

  1. Two working days before go-live, Anita chairs.
  2. Each owner reports their items.
  3. Open items need a plan and a date.
  4. Anita decides: Go, or No-go with a new date.
  5. The decision is recorded.

⭐ Remember: No-go is not a failure. Going live unready is.

4 Let’s try it: build the checklist

  1. Create a list or task set named SNWR go/no-go checklist.
  2. Add the five items above, each with an owner and a due date.
  3. Add two of your own, such as “knowledge articles published” and “old mailbox auto-reply ready”.
  4. Mark the status of each item for your PDI build.
  5. Write the go-live email to all staff: what changes, where to go, and who to call.

5 Quick recap

  • Operational readiness: people and support, not just the system
  • The checklist covers training, sign-offs, support, on-call and comms
  • Every item has an owner
  • Anita chairs the go/no-go meeting
  • No-go is not a failure

6 Check yourself

Think of your answer first. Then tap to check.

1 Who decides go or no-go at SNWR? Show answer

Anita, the CIO.

2 An item is still open. Can SNWR go live? Show answer

Only with an agreed plan and date for it.

3 Name one item on the checklist. Show answer

Agents trained, UAT signed off, support model, on-call roster, or go-live email.

4 When is the meeting held? Show answer

Two working days before go-live.

Nice work! SNWR checks it’s ready before going live. 🎉
Next up: Cutover Plan and Go-Live Checklist

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