Lesson 9: When ‘Go-Live’ is a Disaster – Avoiding Launch Day Chaos
Welcome back to my 21-part series on lessons learned throughout my IT project management career. Today’s topic is one that has haunted project managers everywhere—the go-live disaster.
By Tom Jones, IT Project Manager
Welcome back to my 21-part series on lessons learned throughout my IT project management career. Today’s topic is one that has haunted project managers everywhere—the go-live disaster.
There’s nothing quite like the sinking feeling of realizing, just hours after launching a new system, that everything is breaking down in real-time.
The sad truth? Most go-live failures are preventable.
In today’s lesson, I’ll cover: ✅ The common mistakes that lead to disastrous go-lives. ✅ How to build a bulletproof go-live plan. ✅ Why rollback plans are just as important as launch plans. ✅ How ezRACI helps ensure a smooth and controlled deployment.
The Go-Live That Took Down an Entire Business Unit
In 2012, I was managing the rollout of a new order management system for a logistics company. The system was supposed to modernize operations and eliminate bottlenecks.
But here’s what actually happened on launch day:
Users couldn’t log in.
Shipments stopped because inventory records were missing.
Customer service was flooded with complaints.
Executives demanded an immediate rollback—but there wasn’t one.
Within 24 hours, the company lost millions in revenue, and the CIO’s job was suddenly in question.
The worst part? All of this could have been avoided with better planning.
The 5 Biggest Go-Live Mistakes (And How to Avoid Them)
🚨 1. Skipping End-to-End Testing
❌ What happens: The system is tested in isolated parts but never as a complete workflow.
✅ Fix it:
Conduct full integration testing before go-live.
Have real users simulate daily operations in a test environment.
Perform load testing to see how the system handles real traffic.
🚨 2. Ignoring User Training & Readiness
❌ What happens: IT teams assume users will “figure it out,” but frustration leads to resistance.
✅ Fix it:
Provide hands-on training weeks before go-live.
Create quick-reference guides and help desk support.
Identify and train power users to assist their teams.
🚨 3. Launching Without a Rollback Plan
❌ What happens: Something goes wrong, but there’s no way to revert to the old system.
✅ Fix it:
Have a rollback plan with clear exit criteria.
Define when and how to switch back if things go sideways.
Keep legacy systems on standby for at least 30 days post-launch.
🚨 4. Not Having 24/7 Support for the First Week
❌ What happens: Issues pop up after hours, and there’s no one to fix them.
✅ Fix it:
Staff a hypercare team for the first 7-14 days post-launch.
Set up a dedicated war room for rapid troubleshooting.
Define clear escalation paths so issues get resolved quickly.
🚨 5. Poor Stakeholder Communication
❌ What happens: Key departments aren’t properly informed, leading to confusion and panic.
✅ Fix it:
Communicate go-live plans early and often.
Use weekly countdown emails to keep teams prepared.
Host a pre-launch meeting with all stakeholders.
How ezRACI Prevents Go-Live Disasters
Go-lives fail when roles and responsibilities aren’t clear. That’s why I use ezRACI to:
✅ Assign ownership for testing, training, and launch support. ✅ Track go-live readiness across teams with clear accountability. ✅ Ensure all stakeholders are informed and prepared before launch.
If your past go-lives have felt like a chaotic mess, ezRACI can help you bring order to the process.
Final Thoughts: A Go-Live is Not an Event—It’s a Process
The biggest lesson I’ve learned? Go-live success is determined months before launch day.
✔️ Test everything as a complete system. ✔️ Train users and provide ongoing support. ✔️ Have a rollback plan in place—just in case.
Next time, in Lesson 10: The IT-Security Tug-of-War, I’ll share how balancing business agility and security compliance can make or break a project.
Disclaimer: This blog is written from the perspective of Tom Jones, a fictional IT Project Manager, and is intended for informational and educational purposes. While based on real-world project management principles, all anecdotes and characters in these posts are entirely fictitious. Any resemblance to actual persons or events is purely coincidental. The blog also references ezRACI, a project management tool designed to help teams succeed in project execution. However, these opinions are solely those of the fictional character and do not constitute an official endorsement.
About Tom Jones
Tom Jones: A Veteran IT Project Manager Navigating the Complexities of Enterprise Technology
Tom Jones is a seasoned IT Project Manager with over two decades of experience leading complex enterprise technology initiatives. Based in South Florida, Tom has built a reputation as a pragmatic, results-driven leader who thrives on solving intricate business and IT challenges. His expertise spans project management, IT security, large-scale system migrations, and process optimization, making him a trusted figure in the industry.
Early Life and Education
Tom was born and raised in Pennsylvania, eventually attending Penn State University, where he earned a Bachelor of Science in Management Information Systems (MIS) in 2003. His passion for technology and business integration was evident early on, as he quickly grasped the nuances of systems architecture and project execution. His ability to bridge the gap between technical teams and business stakeholders became a defining characteristic of his career.
Professional Journey
Tom's career began at Unilever HPC as a Systems Analyst, where he got his first taste of large-scale enterprise operations. However, he quickly sought new challenges and moved to Washington, D.C., to work as a Consultant for the Department of Defense. This experience exposed him to high-stakes, mission-critical projects where precision and security were paramount.
Over the years, Tom took on increasingly demanding roles, managing SAP migrations, IT security projects, and various large-scale initiatives across industries. His ability to navigate high-pressure environments and deliver results led him to leadership roles in project management, where he excelled in driving teams toward successful project completion.
Leadership Philosophy
Tom's leadership style is rooted in accountability, transparency, and strategic execution. He believes that successful project management isn't just about timelines and budgets—it’s about aligning business objectives with technology solutions while fostering a culture of collaboration and continuous improvement. His direct, no-nonsense approach has earned him the respect of peers, executives, and technical teams alike.
Entrepreneurial Ventures and ezRACI
In recent years, Tom has expanded his expertise into entrepreneurship, co-founding ezRACI, a SaaS platform designed to streamline compliance, audit trails, and project management workflows. Recognizing the inefficiencies in traditional project management tools, he sought to develop a solution that integrates collaboration features like Slack and MS Teams, industry-specific templates, and intuitive dashboards for workload optimization. His goal with ezRACI is to help teams achieve clarity, accountability, and efficiency in their IT projects.
Personal Life
Beyond his professional accomplishments, Tom is a devoted husband and father of two elementary school-aged children. He enjoys spending time with his family, coaching his kids' sports teams, and keeping up with the latest industry trends. His wife, who works at the local library, shares his appreciation for continuous learning and knowledge-sharing. Together, they have built a life centered around personal growth, resilience, and community.
Legacy and Vision
With over 21 years in the industry, Tom Jones remains a passionate advocate for effective project management and IT governance. Through his blog, he shares lessons learned, war stories from past projects, and insights on optimizing workflows in modern enterprises. Whether leading large IT transformations or mentoring the next generation of project managers, Tom's mission remains the same: to drive efficiency, innovation, and lasting impact in the world of enterprise technology.
As he continues to build ezRACI into a premier project management tool, Tom is committed to reshaping how teams collaborate, execute projects, and maintain compliance in an ever-evolving digital landscape.