Purpose
The purpose of this deliverable is to have a defined strategy for ongoing operations and handover of the solution to the support organization. The support organization is charged with supporting the SAP solution (the business processes, software and systems) and its users. Managing operations for the solution is another important piece of this strategy, including:
· Business process management
· Interface management
· Program management
· System management and monitoring
· Software maintenance and upgrades
The strategy requires careful analysis of the current environments and the requirements
How should it be produced
The following steps are required to have a defined strategy for ongoing operations and handover of the solution to the support organization
· Define user support strategy of how the user support organization will work, including roles and responsibilities, procedures, and communication.
· Draft operations manual, detailing the procedures for the ongoing operations of all components involved in the SAP solution.
· Define monitoring strategy, documenting plan for creation of procedures to monitor the SAP solution.
· Define the service level management strategy, documenting list of key performance indicators (KPI) to measure the service level agreements.
· Identify resources for technical support organization that will be responsible for the system management of the new solution.
· Prepare handover scope and assignment document, detailing the scope of the handover and its assignment to individual support organizations or teams.
· Name the success criteria for handover, defining the handover requirements for each support organization.
· Prepare the handover schedule, defining when the certain components of the application and technical infrastructure and are handed off to the appropriate support organization.
What if it is not done
If this important deliverable does not exist, the project management team will lack the ability to support the SAP Solution effectively after go-live.
Source of
Input (Deliverable/Other) |
Input
|
Project Charter |
· Project scope definition · Technical project scope definition |
Technical Requirements and Design |
· Technical standards and procedures |
Technical and Integration Design Document |
· (All deliverable outputs) |
System Administration Procedures |
· (All deliverable outputs) |
Technical Support Procedures |
· (All deliverable outputs) |
Outputs
Refer to the breakdown of the deliverable in the roadmap structure.
None.