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.
Support organization structure clear and defined
Roles and responsibilities assigned
Business requirements clear
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