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.
Support strategy clear and clearly communicated
Respective team resources available
Clear roles and responsibilities for each team
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.