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SAP R/3 Handbook, Third Edition, 3rd Edition by Jim Keogh, Jose Hernandez, Franklin Martinez

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Introduction to the Help Desk

The support of SAP systems and applications consists of solving all types of problems and questions that arise during the operation of the SAP systems. Supporting SAP users and SAP systems is one of the main activities during and after going live.

If support is not provided in an efficient and timely manner, users will not be able to perform their jobs as expected, systems will not be stable, many questions will remain unanswered, and many application and technical issues will remain unresolved. This can severely affect business operations. There are many reasons why problems exist or can arise:

  • System bugs

  • Human error

  • Lack of knowledge

  • Problems with continuous data migration, conversion, and interfaces

  • Technical infrastructure ...

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