When a suite of integrated systems are finally in production, the effort is generally viewed as complete, and the project team is demobilized. What sometimes gets overlooked is that this milestone also marks the beginning of the revenue stream, the so-called Return on Investment (ROI). In order to deliver on the ROI objectives, the systems will need to be supported through on-going executive sponsorship, performance metrics, matrixed support organizations, appropriate configuration control processes, data development and cleansing processes, and an on-going commitment to education.

In order to fulfill the promise of the business case, focus must be placed on making an effective transition from implementation to production support, and optimizing the support organization to maximize the returns to the business.