Formalize Support Requirements

Use

Once the support requirements have been identified, you need to document them. These requirements are the basis for defining your support agreements internally or with outsourcers.

Prerequisites

Identification of support requirements

Procedure

1.       Determine the company’s service level strategy for system problems and error handling.

2.       Determine the service need timetable. At what time is what service level needed?

3.       Estimate capacity. This involves estimating how many resources you need with a given number of users in the system. This depends on numerous factors, so there are no general guidelines. The factors include the complexity of the solution, the level of training and documentation.

4.       Describe the current support organization.

5.       Describe any gaps between the current support structure and the needed support structure.

Result

Requirements for support document