Define Procedures for Support

Use

To define the error handling, communication, and escalation procedures for all the organizations involved in the support of the new solution

·         Distinguish between normal and exception procedures.

Prerequisites

Support organization structure clear and defined

Roles and responsibilities assigned

Business requirements clear

Procedure

1. Define normal procedures:

-         When and how to report issues to the helpdesk

-         Helpdesk workflow

-         Response time expected from helpdesk, depending on message priority

-         When to forward problems to SAP

2. Define exceptional procedures:

-         Escalation procedures

-         Who to inform in which cases (problem severity)

-         When to escalate problems to SAP

Result

Helpdesk procedures document