Determine Production Support Plan
Use
The purpose of this task is to plan the setup of a production support environment that is required after going live. This plan must include staffing, procedures, and facilities.
In case of local rollout projects as part of a global program, the Customer Competence Center (CCC) plays an important role within the production support organization.
Procedure
Establish the goals of the help desk:
When calls are recorded, the issue resolution procedure used during the SAP project can be used.
Provide end users with the names of people working on the help desk. Tell end users how the help desk operates. Ensure that end users know whom to contact when facing an issue or problem.
Define SAPNet users in your help desk to forward questions that can be solved only by SAP support. See the SAP online documentation for information on SAPNet - R/3 Frontend and its procedures.
Result
This procedure will result in the development of a production support plan.
For searching for notes use SAPNet - R/3 Frontend or SAPNet - Web Frontend.
For entering problem messages use SAPNet - R/3 Frontend. The process is documented in SAPNet - Web Frontend and in the SAPNet - R/3 Frontend User Guide.