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SAP Planning: Best Practices in Implementation by George W. Anderson

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Preparing SAP Operations and the Help Desk

At this point, the operations team should already be experienced with supporting SAP. Over the last few months, they’ve monitored the system from a performance and availability perspective, assisted pre-production users (like developers and testers) in resolving issues, and so on. The help desk should have been established and staffed by now, and should be currently focused on learning how to report, escalate, and resolve issues. In rare cases, however, I’ve seen SAP customers hold off on putting together the help desk until a few weeks before Go-Live. It’s by no means a best practice, but with everything else going on, it happens. In these cases, it is most often the operations team (or a subset of ...

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