Project Management

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Hyper-care Vs. Early Life Support

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Manish Gupta Project Release Manager| Thomson Reuters Banglore, Karnataka, India
Really need to understand; what is the difference between ELS (Early Life Support) and Hyper-care.
My initial understanding is -
ELS - is when we have a new project which needs to be transitioned and we use ELS to give any kind of support required for day 1.
Hyper-care on the other hand is making a Quick FIX team available to handle any post release issues.
Please help clarify this.
Thanks,
Manish
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Kiron Bondale Retired | Mentor| Retired Welland, Ontario, Canada
Manish -

I believe these are industry and/or company-specific terms for different service offerings. If you can provide more specifics about the industry or types of projects you are referring to, you are likely to get a helpful response.

Kiron
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Sergio Luis Conte Helping to create solutions for everyone| Worldwide based Organizations Buenos Aires, Argentina
In scense both are the same. Just a little difference because the nature of you are delivered. ELS is a term used in ITIL where you deliver services. Hypercare is a term used in the industry when you deliver any type of product. You can say "ok, but I am delivering service in my project" then in this case you will use one of another depending on your method definition.
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Stéphane Parent Retired (for now)| Leader Maker Prince Edward Island, Canada
Hypercare is used to denote the special attention and work immediately after a launch. This could potentially be part of your project or operations.

ELS on the other hand refers to continued project support, after the service launch, while operations is getting up to speed.
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Clive Reader United Kingdom
The definition of ELS is very clear, as described by Stephane, which is "continued project support, after the service launch, while operations is getting up to speed" and this will typically last several weeks or even months, depending upon the complexity of the new service. It finishes when the Service Owner and the Operational Support teams are confident that they are ready to "go it alone" and the ELS Exit Criteria have been met. Hypercare seems to have a much less clear definition. I have recently come across it as the outgoing supplier "hanging around" beyond the end of their contract (for a fee) to offer support to the new supplier taking over from them. This is quite different from ELS. However, people seem to muddle the two up, so I am not sure if the definition I have given is "definitive" or just a term some companies use, whilst others use it to mean enhanced operational staffing when taking on a new service (not the staff of the project team which brought it into service). Sergio's answer above is not correct, as I have seen Hypercare used for service provision, and Manish is wrong in stating that ELS is only for the first day of going into live service.
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Anonymous
I don't find both terms in the PMP Guide. What framework or principal are they part of?
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1 reply by Kiron Bondale
Mar 20, 2024 5:50 PM
Kiron Bondale
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Neither - as per my initial response, these are not standard terms and likely vary widely by industry and even companies within the same industry.

Kiron
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Kiron Bondale Retired | Mentor| Retired Welland, Ontario, Canada
Mar 20, 2024 12:38 PM
Replying to anonymous
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I don't find both terms in the PMP Guide. What framework or principal are they part of?
Neither - as per my initial response, these are not standard terms and likely vary widely by industry and even companies within the same industry.

Kiron

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