Set Up Support Organization

Use

To establish the support organization

The complexity of this task depends on how many teams and organizations are involved in support. The activity includes:

·         Establishing the support teams

·         Establishing communication between the teams

·         Training the teams (application and technical support)

·         Training the helpdesk staff

The importance of internal helpdesks increases with the optimization of business solutions and the number of inexperienced users. Positive results from its helpdesks contribute directly to a company’s success.

Prerequisites

Support strategy clear and clearly communicated

Respective team resources available

Clear roles and responsibilities for each team

Procedure

1.       Conduct a workshop or an information session with all the teams involved.

2.       Communicate the roles and responsibilities of each of the teams and team members.

3.       Publish the communication and escalation procedures between the teams.

4.       Inform users about the organization and the roles and responsibilities.

Result

Support organization established, positioned, and explained to users