The move from implementation to long-term support can expose a major risk: valuable program knowledge leaving with the project team.
For this digital banking organization, continuity was essential. Focus Cloud helped carry the knowledge built during the Workday HCM and Workday Financials implementation into an ongoing Application Management Services model, giving the client consistent support while strengthening its internal capability.
Project Highlights
- Supported an organization of 8,000 employees across Workday HCM and Workday Financials
- Transitioned the program from implementation into ongoing Workday AMS
- Retained consultants with direct knowledge of the client’s Workday environment
- Reduced handover risk through structured knowledge transfer
- Continued supporting future phases of the Workday program
The Challenge
Following go-live, the client needed to move from project delivery into business-as-usual support, without losing the knowledge developed during implementation.
A conventional handover would have introduced unnecessary risk. New consultants would need time to understand the platform, previous design decisions and the organization’s priorities, while internal teams were still building their own confidence and capability.
The client therefore needed an AMS model that maintained continuity, supported a controlled transition and preserved the expertise required for future phases of the program.
Our Approach
Focus Cloud planned the transition into Application Management Services alongside the implementation rather than treating support as a separate engagement.
Consultants with first-hand knowledge of the Workday HCM and Workday Financials environment either moved directly into the AMS team or completed structured handovers with the consultants and internal stakeholders taking responsibility after go-live.
This approach retained important context around configuration, technical decisions and business requirements. It also allowed several consultants to remain involved in future project activity, giving the client access to familiar expertise as the program continued to evolve.
Knowledge transfer was built into the engagement, helping internal teams develop the confidence and understanding needed to take greater ownership of the platform over time.
The Outcome
The client moved into long-term Workday support with greater continuity and less handover risk.
The engagement delivered:
- A smooth transition from implementation into Workday AMS
- Consistent support from consultants familiar with the platform
- Reduced loss of program and configuration knowledge
- Stronger internal Workday capability and self-sufficiency
- Continued specialist support for future program phases
By preserving implementation knowledge and embedding structured knowledge transfer into the AMS transition, Focus Cloud helped the organization establish a more resilient support model for its Workday HCM and Workday Financials platforms.
