07.
Hypercare
Hypercare ensures that both technical and business processes stabilize while providing heightened support for end users adapting to the new system environment.
Hypercare emerges as a phase where organizations tend to underestimate its complexity and strategic importance. Success in this phase directly impacts long-term system adoption and value realization, making it essential to implement structured approaches from day one of go-live.
Challenges and Recommended Remediations
1. Support Structure Complexity
Managing multiple support teams with varying expertise levels and responsibilities creates coordination challenges during the critical post-go-live period.
2. Business Process Disruption
Users adapting to new workflows and system functionality often experience productivity impacts and process deviations that can cascade across departments.
3. Knowledge Transfer Gaps
Support teams must rapidly build expertise in new system operations while simultaneously resolving urgent issues and supporting users.
The hypercare phase represents an important juncture where early system stability and user adoption set the trajectory for long-term implementation success. By addressing these common challenges with strategic remediation approaches, organizations can effectively stabilize their new system environment and realize the full potential of their system investment.
