Best Practices Approach to Staffing the SAP TSO
The SAP Technical Support Organization (SAP TSO) is the single most valuable resource an SAP customer has. That is, a carefully selected group of support personnel can impact every facet of the system, from minimizing downtime through intelligent change management/planning, to proactively monitoring system performance and database statistics, to ensuring an excellent user experience, to working calmly through emergencies and crunch times. In Chapter 4, I set the stage for designing and initially creating the TSO. Key positions were staffed, and important organizational decisions were made. Here, we take this initial work to the next level. With information gleaned from other chapters in terms of ...
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