Technical Support Procedures

 

Purpose

 

The purpose of this deliverable is to define the technical support organization (e.g. – a help desk) and the procedures that it will use to support the project. This includes the creation of the organization, such as a helpdesk, to centralize the support for addressing technical problems and requests for service. Scope of responsibility, hours of operation, rules of engagement, distribution of tasks to qualified personnel and documentation methods to track support operations timeframes and deliverables are defined here as well.

 

How should it be produced

 

·         Create a helpdesk to technically support and resolve issues emerging out of the project teams. The helpdesk operates with established working hours and procedures that should be communicated to all project team members.

·         Define and document all communication protocols and escalation procedures for the helpdesk.

·         Generate periodic system maintenance documents, defining maintenance activities, schedules and timeframes for performing these activities.  These documents must have universal agreement between project management, technical staff and implementation team members.

 

What if it is not done

 

Technical support is essential in every implementation and a well-established help-desk ensures the short and long term success of the project by addressing and resolving issues and problems in efficient, comprehensive manner that is satisfactory to all project members.

 

Source of Input (Deliverable/Other)

Input

 

Technical Requirements and Design

·         Support strategy definition

<Customer Input>

·         Existing helpdesk

·         Existing operational procedures

·         Existing user support strategy

 

Outputs

 

Refer to the breakdown details of the deliverable in the roadmap structure

 

Additional Information

 

None