ServiceTitan Go-Live Runbook

Use the runbook after the implementation checklist shows that configuration, migration, integrations, and role-based training are ready. Its job is narrower and more immediate: coordinate people and decisions while the business stops using the old workflow and begins operating in ServiceTitan.

A strong runbook removes ambiguity under pressure. CSRs know where to book, dispatchers know which board is authoritative, technicians know where to get help, and leadership knows which issues can be logged for later versus which ones require an immediate go-or-no-go decision.

Draft the runbook during final readiness review, while there is still time to clarify owners and close blockers. Confirm it with department leads before the data freeze, then use it as the live agenda on launch day and during the first-week stabilization huddles.

Name one launch lead who owns the sequence and can make or escalate decisions. Use one shared issue log and one communication channel so the team sees the same facts. Classify issues by operational impact: a confusing label can wait, but an inability to book, dispatch, invoice, collect, or reconcile requires immediate attention.

The downloadable runbook follows the operating rhythm of a real cutover. The day-before section covers the final migration, access, open work, and team briefing. The go-live-day section coordinates the first calls, dispatches, completed jobs, invoices, and accounting handoff. The first-week section turns recurring friction into focused retraining or configuration changes. The failure-prevention section keeps the team from drifting back into parallel systems or ownerless issue handling.