Post-Implementation Support and Maintenance

Correct Answer: Return on Investment (ROI) compared to initial business case projections

Return on Investment (ROI) compared to initial business case projections is the most effective metric during post-implementation maintenance because: - It directly measures the actual business value delivered against what was promised - It provides quantifiable evidence of whether the solution is meeting its intended business objectives - It helps validate if the investment has achieved its expected financial benefits - It allows for objective comparison between projected and actual results The other options are less suitable because: Enhancement requests indicate future needs but not current effectiveness User engagement metrics show adoption rates but not business value achievement Help desk ticket resolution measures support efficiency but not business objective achievement ROI comparison provides the clearest indication of whether the implemented solution is delivering the promised business value and meeting organizational objectives as outlined in the original business case.

Correct Answer: Analyze user feedback patterns and recommend targeted refresher training sessions

The best response is to analyze user feedback patterns and recommend targeted refresher training sessions. This is the most appropriate approach because: It addresses the specific needs of struggling users rather than implementing a one-size-fits-all solution. By analyzing feedback patterns, the BA can identify common challenges and tailor the training to address those specific issues. This approach is cost-effective and efficient, focusing resources where they're most needed. Why other options are less appropriate: Sending detailed documentation via email is passive and may overwhelm users who are already struggling with the feature. Mandatory training for the entire organization is excessive and wastes resources, especially when only some users are having difficulties. Modifying the system interface with extensive pop-up help messages could make the interface cluttered and potentially frustrate users who don't need the additional assistance.

Correct Answer: To identify performance issues and ensure the solution meets defined business requirements

The primary purpose of post-implementation system monitoring is to identify performance issues and ensure the solution meets defined business requirements. This is correct because: - It focuses on validating that the implemented system performs as intended - It helps detect and address any performance issues early - It confirms alignment with original business requirements - It enables continuous improvement and optimization Other options are incorrect because: - Documenting technical specifications and architecture changes is typically done during implementation, not post-implementation monitoring - Validating user training completion is part of the implementation phase, not the monitoring phase - Creating a bug database is a component of monitoring but not the primary purpose - it's a means to track issues rather than the main goal of ensuring system performance and business requirement alignment