Your system upgrades are causing client concerns. How can you ensure a smooth transition without disruptions?

Rollout in phases. Provide support and training. Reducing downtime. Monitor and troubleshoot upgrades. Ensure the upgraded system is tested and validated.

Some steps that can help, - Test the updates in a controlled environment, using test machines with the same configuration. - Ensure full backups and have recovery plans in place. - Inform customers ahead of time about the updates. - Plan updates during low-impact periods. - Always monitor the system.

Do not forget testing before implementing, like MOCK, get the results and feedback first, if everything is super then plan it very well.

1. Compatibility confirmation before update 2. Creation of a statement of work for the update process actions and timeline 3. Recovery method in case of update process failure 4. Schedule the update date and prepare all necessary tools for the update 5. Complete the above items to achieve the optimal arrangement

This is a real concern of the client, They think what happen if something broken in between. So... to ensure and build trust while any system upgrade follow below approach. - Inform and get approval before proceed. - Do proper Planning - Who will do what if something goes wrong including Implementer, Application owner, Testing team and others. - Pre Implementation - Testing and Validation in dev or test environment before deploy in production. - Backup & Restore validation - Execution - in dev/test then PROD - Rollback in case of anything went wrong - Post Implementation - Testing and Validation - Communicate to all stakeholders.

Em todos os projetos que liderei, a comunica??o foi sem dúvidas o principal desafio. N?o é incomum que prazos exíguos e equipe enxuta tornem a comunica??o pouco priorizada, o que é um grande erro. Uma op??o é a elabora??o de releases, que sejam enviados a todos os interessados t?o logo as atualiza??es e altera??es no sistema sejam definidas, o que inclui público interno e externo. A cada release encaminhado, refor?ar os canais de contato é sempre importante, assim como preparar o suporte adequadamente.

Effective communication is one of the essential step while performing any sort of activity in production which may cause the issues. Communication should be crisp and clear so customers are aware and know the impact beforehand.

Trust and transparency are vital in helping clients gain confidence that the upgrade will not cause a disruption to their business operations. Once testing is done in a safe environment, you are more confident to present potential issues the upgrade may flag while highlighting the benefits of the upgrade but also prove the steps that have been taken to mitigate the risks and the documentation of the steps taken to ensure a smooth upgrade

Above statement says it all. Communicating pros and cons of an upgrade and discussing potential issues during the upgrade process will show you care for your customer and are not only focused on the technical upgrade but also on their environment and will assure them you won't leave behind a broken setup.

- Stakeholder Engagement: Engage with all relevant stakeholders early in the process. This includes clients, internal teams, and any third-party vendors involved in the upgrade. Clearly communicate the goals of the upgrade and how it will benefit them. - Regular Updates: Provide regular updates throughout the upgrade process. This can be done through emails, meetings, or a dedicated communication platform. Transparency about the process helps manage expectations and reduces anxiety among clients. - FAQs and Documentation: Create a comprehensive FAQ document that addresses common concerns and questions about the upgrade. This should be easily accessible to all stakeholders and updated as new information becomes available.

Always make sure you have someone from customer's side to check the application/environment that all works as expected before concluding the upgrade is successful.

Testing is a crucial step to turn the update or any new change into green. If you are rolling out the new feature then it should be necessary to do the unit and regression testing to test the impact on other modules.

- Pre-Upgrade Testing: Before implementing the upgrade, conduct extensive testing in a staging environment that mirrors the production setup. This includes functional testing, performance testing, and security testing to ensure the upgrade will work seamlessly in the live environment. - User Acceptance Testing (UAT): Involve a select group of end-users in the testing phase. Their feedback will provide valuable insights into the user experience and help identify any issues that may not have been caught in earlier testing stages.

Pilot Testing before rolling out the upgrade across all systems, implement it on a small scale example a pilot program or with a small group of users to identify any issues. Real-World Scenarios test the upgrade using scenarios that closely mimic real-world usage to catch any potential issues that might not be obvious during standard testing.

Couldn't agree more. Test by creating a staging area that is as close to production as possible and document any fixes that were not identified in the official release documentation.

Nem sempre, os recursos disponíveis nos projetos permitem a realiza??o de treinamentos personalizados e direcionados. A cada sprint, conforme as atualiza??es acontecem, juntamente com a release enviada a todos os interessados, sugiro a elabora??o de um treinamento ou tutorial gravado, o que garantirá grande abrangência do conteúdo necessário, de forma padr?o e com baixo custo. Ferramentas integradas podem permitir que a partir do treinamento, possam ser enviadas dúvidas ou sugest?es para próximas vers?es, o que aproxima usuários e garante engajamento.

There should be a train troops for deployment of the new changes into production. As they are already aware of the system's behaviour and know about the rollback activities.

- Develop training programs tailored to different user groups, focusing on how the upgrade will impact their specific roles. This might include workshops, webinars, or interactive online courses. - Provide users with hands-on practice in a controlled environment before the upgrade goes live. This helps them become familiar with new features and functionalities without the pressure of a live system. - Offer continuous access to learning resources, such as how-to guides, video tutorials, and a knowledge base. This allows users to learn at their own pace and revisit training materials as needed.

Targeted Training focus on the most impactful changes. Provide short, focused training sessions that help users understand exactly what they need to know to keep working effectively. On-Demand Support offer quick reference guides or video tutorials that users can access as needed, ensuring they can adapt to changes without being overwhelmed by information.

une formation sur l'utilisation du niveau système accompagner d'une politique de changement permettra d'éviter la résistance au changement des utilisateurs. Ainis une assimilation complète du nouveau système sera fait

Immediate Response Team have a dedicated team ready to address any issues that arise immediately after the upgrade. Quick responses are crucial to maintaining client trust during transitions Feedback and Follow-Up after the upgrade, collect feedback from clients and follow up on any concerns they may have. This shows you’re committed to their satisfaction and willing to make necessary adjustments.

Pensar na experiência do usuário nem sempre está entre as prioridades. Para garantir o sucesso do projeto, após a implanta??o, a equipe de suporte precisa estar devidamente preparada para atender os usuários. Para tanto, sugiro: - Observar a comunica??o interna, garantindo que todas as informa??es sobre as atualiza??es e seus impactos sejam enviadas em primeira m?o para o time de suporte; - Treinar continuamente a equipe responsável pelos atendimentos; - Dimensionar corretamente o time, para que a capacidade instalada seja proporcional a demanda; - Criar e acompanhar indicadores que garantam o atendimento das dúvidas e problemas de forma correta e em tempo adequado.

Uma equipe pronta para auxiliar o usuário de forma gentil, paciente e ágil faz com o que o cliente sempre que tiver alguma dificuldade consiga resolver rapidamente.

Support should be enabled 24x7 to support the production issues and always treat those issues as priority until the system stable. Make sure you are in contact with the person who raised the issue

- 24/7 Support Availability: Ensure that support is available around the clock, especially during and immediately after the upgrade. This can include a dedicated support team, live chat, or a hotline to address any urgent issues. - Support Channels: Provide multiple support channels, such as email, phone, and online chat, to cater to different preferences. Make sure that users are aware of these channels and how to access them. - Proactive Support: Monitor for common issues post-upgrade and proactively reach out to users who might be affected. This shows that you are not only reactive but also taking steps to prevent problems before they occur.

To ensure smooth transition , it is always advisable to begin with below thumb rule 1. PLAN 2. REHEARSH 3. IMPLEMENT A Well documented plan ensures the success of next two steps . Maximum time should be spend on understanding and considering every factor like risks , implications of new features , compatibility of old with new .. etc are few areas to consider during this phase The next that is REHEARSH helps in surfacing out the probable problematic areas before doing in actual env . To ensure it is Upto mark try using the env as similar to real env Final implementation while keeping the plan on and identified areas from previous step makes the transition super smooth and hastle free .

A monitoriza??o após qualquer actualiza??o ou instala??o é uma forma proativa de de antever e resolver problemas. Quanto mais cedo e rápido detectarmos uma falha, mais rapidamente podemos entender e resolver. Durante este período é igualmente importante manter uma comunica??o ativa com o Cliente mantendo-o informado de qualquer falha que possa ser detectada e/ou corrigida.