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Challenge 12Operations — Hypercare & Stabilisation — read this section in the Academy

The First Week After Go-Live

Intermediate6 min+100 XP
Page 1 of 5

The Situation

Your role

OSS Platform Lead

You are accountable for the platform being operable, not for the go-live having technically succeeded.

Nothing failed catastrophically. Four hundred small things failed, and they are winning.

A mobile BSS/OSS go-live completed on schedule six days ago. No outage, no rollback, no headline failure. The programme reported success on day two.

Since then: 410 open items. Order fallout at 3%, roughly 900 orders a day sitting in exception queues. Provisioning delays on eSIM activations. Billing exceptions on 2,300 accounts. Fourteen manual workarounds now in daily use. The service desk is at four times normal volume with the same headcount.

“Individually every one of these is a twenty-minute fix. There are four hundred of them.”

— Service Operations Manager
Twenty-four initiatives against capacity for fifteenTwenty-four squares, one per proposed initiative. The first fifteen are filled, representing the delivery capacity available. The remaining nine are outlined only: work that has been proposed but cannot be delivered, and has not yet been deferred by anyone.24 INITIATIVES PROPOSEDCAPACITY FOR 15Nine will not be delivered. Nobody has said which nine.

  • Go-live

    No outage, no rollback

    Ready

  • Order fallout

    ~900/day in exception queues

    Blocked

  • Support capacity

    4× volume, same headcount

    Blocked

Day 6 of a 4-week hypercare window