Insights

TL;DR - Rescuing Dynamics 365 CRM systems and getting ALM back on track

If your Microsoft Dynamics 365 system has lost control over Application Lifecycle Management(ALM), start by re-establishing clear ALM processes: always make changes in development, test thoroughly, and only release to production through a structured cycle. Avoid making direct changes in production and realign your environments so they match. With the right approach and expert support from a Dynamics 365 partner, it’s possible to untangle even the most complex situations and restore confidence in your CRM.

Why is Application Lifecycle Management (ALM) so important for Dynamics 365 systems?

Application Lifecycle Management (ALM) is the backbone of a healthy Dynamics 365 system. When a project begins and Microsoft Dynamics 365 is implemented, there’s usually strict governance: changes are made in development, tested in dedicated environments, and only then released to production. This keeps the system stable and reliable.

What can go wrong if you don’t stick to Application Lifecycle Management in a Dynamics 365 CRM system?

As time passes and the original Dynamics partner steps away, organisations often want to become more self-sufficient. Sometimes, this means ALM gets neglected. Changes start happening directly in production, and development and production environments drift apart.

Nick Murdock, Senior Technical Architect at Chorus, explains:

This creates a tangle of wires:

• You can’t safely promote changes from development to production.
• There’s a risk of losing important updates.
• Releases become unpredictable, and confidence in the system drops.

With an underperforming system, it becomes harder to make the necessary improvements overtime due to a lack of confidence in the release process. This can lead to your CRM system losing its identity as people end up using the system in unintended ways that don’t align with the original purpose of the system.

What are common signs of poor adherence to ALM in a CRM system?

• Direct changes are made in production, bypassing development and testing.
• Development, test, and production environments are no longer aligned.
• Release cycles are unclear, and changes are rushed to meet urgent needs.
• The system becomes harder to manage, and users lose trust.

How can we rescue our Dynamics 365 system when our environments are out of sync?

1. Align Your Environments: Take stock of what’s in production and development and bring them back into sync. We’d recommend working with a partner when doing this, to carefully ‘untangle the wires where there are discrepancies.
2. Reinstate ALM Discipline: Make all changes in development, test them thoroughly, and only release to production through a structured process.
3. Set Clear Release Cycles: Establish a regular cadence for releases, so everyone knows when changes will go live.
4. Communicate and Enforce Policies: Make sure everyone involved understands and follows the ALM process.

How can we keep a constant flow of changes going through our CRM system?

To stop a system from becoming stagnant, you need to enable proactive changes to be made over time, which is why following good ALM practices is vital. But changes need to be planned and managed carefully, rather than quick changes being made based on ad-hoc requests, which could potentially increase risk. As Nick notes, sticking to a pre-determined release cadence is important:

Is it possible to rescue a poorly managed Dynamics 365 CRM system?

Yes, even if your Dynamics 365 system feels tangled and out of control, it should be possible to get things back on track. With a methodical approach, you can restore order, regain confidence, and ensure your CRM supports your business needs.

What’s the value of working with a Dynamics 365 partner?

Experienced Dynamics 365 partners bring deep knowledge of Microsoft Dynamics 365 and ALM best practices. They can help you:

• Assess and realign your environments.
• Set up and enforce robust ALM processes.
• Guide you through complex changes and avoid pitfalls.
• Support continuous improvement and keep your system healthy.

Watch our video below to listen to our expert Q&A which discusses rescuing failing Dynamics 365 projects, including ALM and more.