Activate Helpdesk

Use

To activate the helpdesk, so that users and project team members can start using it to report problems and issues and for escalation purposes

Prerequisites

Support organization defined and established

Technical infrastructure in place

Communication and escalation procedures defined

Roles and responsibilities defined

Procedure

1.       Check the technical infrastructure.

2.       Check that the staff is ready to start.

3.       Explain the helpdesk to the project team. If necessary, conduct a workshop with the project team and explain the procedures.

4.       Explain standard helpdesk procedures to power users at the company sites (other countries, cities, …).

5.       Explain the helpdesk to all the other users.

-         Tell users the names and responsibilities of the helpdesk staff. Provide details of how the support organization operates.

-         Ensure that users know the procedure for sending their questions and problems (for example, internal SAPNet, phone, e-mail, standard form). Provide sample questions and answers concerning SAP functions, error messages, enhancement requests, and so on.

-         Provide a phone number for users in case they cannot use the standard infrastructure to report issues.

-         Describe escalation procedures to all users.

-         Describe the helpdesk service level agreement governing user service.

6.       Designate users in the helpdesk organization to centrally manage and forward the questions and problems that can only be solved with support from SAP. Inform SAP of new SAPNet users and changes to SAPNet users.

Result

Helpdesk procedures defined and organization established

Technical infrastructure for the helpdesk in place

Communication flow between helpdesk and users set up properly