Like the SAP Operations team, the role that the SAP Help Desk or SAP Support Center will play in supporting the overall implementation (and perception of the implementation!) seems to be largely downplayed until the big day of Go-Live looms near. Simply creating a SAP-literate help desk will never make the support organization successful, though. Preparing a legacy help desk team to take on the world of SAP troubleshooting and problem resolution is no small chore. In the next few pages, I’ll discuss this from a number of perspectives (also clearly illustrated in Figure 12.8):
Timing, in regard to staffing
Breadth of questions and issues to be encountered
Training, in regard to skillsets needed to address real-time ...