Established Help Desk Organization

 

Description

 

This output is to establish the help desk organization for the support of the production system. The help desk should be staffed and capability transfers complete. Establish the following things for the help desk:

·         Help desk organization structure

·         Assigned staff members roles and responsibilities

·         Verify that the help desk staff members are trained

·         Set-up communication channels (Phones, e-mails, fax machines etc.)

·         Communicate help desk policies and procedures to the end-uses

·         Verify that the tools, technologies and technical infrastructure of the production support environment has been installed

·         Verify that the help desk staff has access to the production system, tools and technologies.

·         Initiate operations of the help desk

 

Process

 

Refer to the References tab below for information on method of output creation.

 

Additional Information

 

It is very important that the help desk staff is trained for the support and operations that they have to perform after going live. End user training is also essential for the success of the project; end users should know the functions and operating procedures of the help desk. Any changes to the help desk organization should be handled as an organization change management.