To define the appropriate technical infrastructure for the user support organization, including helpdesk and second-level support, covering the following aspects:
· Message tracking
- Use internal message handling software to ensure that the problems are solved and to measure the SLAs of the parties involved
· Solution database
- Provide users with a tool for searching and finding solutions to their problems before even reporting them to the helpdesk
· Helpdesk
- Phone and fax for all staff
- Office located where staff are not distracted from their work
- Access to all SAP and non-SAP systems used for test or production
- Access to SAPNet - R/3 Frontend for communication with SAP
- Remote connection and printers set up
SAP Solution Manager offers a complete infrastructure for organizing and operating a solution-wide helpdesk organization:
· Message handling
· Access to SAP Notes database
· Access to other SAP Service Marketplace information
· Integrated tools such as Note Assistant and Microsoft NetMeeting
User support strategy
Support organization structure
1. Analyze how many teams are involved.
2. Decide on the software required for support.
3. Decide on the hardware required.
4. Order the software and hardware and sign the corresponding contracts.
5. Define an organization and a person responsible for the infrastructure.
Defined infrastructure for user support