Success story - Mt.Sinai upgrade project

Blog Post created by bomkr01 Employee on Nov 6, 2017

Here is the story of an upgrade for a customer done by AMS, how beautifully it was executed and received below email post upgrade from client.

Thank you to you and your team for making our CA PPM upgrade a non-event. We have had zero issues reported from users and the upgrade was totally opaque to them. As I’m sure you know, sometimes the most successful projects are those that end in a whimper and not a bang. This was definitely one of them, but to our team it was still a huge success!


Thanks again for all your work on this.


Here is what team shared on project closure review.

What went well

  1. Customer was very clear on the timelines and what they want. This helped team to stay on top of the timelines and could deliver on time and customer was also very well prepared for post upgrade testing.
  2. Regular calls with customer on the schedule and informing on the show stoppers immediately helped resolve several issues that could have delayed the schedule.
  3. A GOOD Impact assessment of the implementation has helped in identifying some of the known issues that the implementation had, proactively informing the customer about known issues have reduced some of the unnecessary defects that could have been raised during UAT. It also helped customer what to test and what to expect during user testing.
  4. Logged the SaaS dependent tickets 3-4 weeks prior to avoid any delays. This helped SaaS delivery on time and we could stay on schedule.
  5. Good catchup calls between TSM/SDM and the developer prior to the customer calls has helped the team to be in sync prior to customer call, the discussions were very focused and productive. This has saved time with minimum number of meetings required from customer.
  6. The Issues Log that is maintained as part of the upgrade runbook was VERY HELPFUL, it was useful to track the issues occurred in Dev and solution implemented. The issue log is very helpful especially to check during production upgrade.




What could have gone well

  1. Customer had 5 weeks of testing cycle, this is too long. in this period, there were some patches that product team released, which we could not watch out for. Post production upgrade, we realized if one of the patches were deployed as part of release it could have fixed some of the known issues.
  2. Customer has done demo of new UI on demo environment. Upgrade team does not have access to this environment and they were not part of the demo provided, there were some configuration items that were showing up differently in production compared to what was shown in the demo. There was a gap, we could avoid this by being part of the demo or having access to demo environment.



 Krishna Mohan Bommepalli

Manager, Application Management Services (AMS)