Service management - Process
Hypercare
Extra support immediately after a launch while users and systems settle into the change
What's it for?
Provides extra support immediately after a major change so early problems are found and fixed quickly.
For example…
For two weeks after a payroll go-live, specialists sit with the service desk to resolve payroll errors within hours
For two weeks after a new finance system goes live, extra support staff and developers meet every day to fix problems quickly while users settle into it
Think of it like…
New parent’s first fortnight home: more check-ins and help on hand until routines bed in