Post Go-Live | Initial Go-Live Support
Ensure operational support is in place and operating effectively as the new production system is brought online.
| Step | Tools | |
|---|---|---|
| 1 | Implement Help Desk
4 Implement help desk strategy, support process and issue tracking for all go-live areas and users |
|
| 2 | Use SV-7, Systems Performance Parameters Matrix and analyze source of issues
4
Analyze help desk calls to determine source of problem (i.e.. lack of education, poor documentation, technical issues, lack of functionality) |
|
| 3 | Achieve service levels
4 Analyze help desk statistics to assure adequate service level is being achieved and address if necessary. |
|
| 4 | Schedule checks
4 Schedule post go live system checks provided by software vendor (i.e.. SAP Early Watch) |
|
| 5 | Execute Month End
4 Plan and execute initial month end close and assure appropriate resources (internal and external) are available. |
Help Desk Escalation Process (Sample)
Help Desk Guide
Help Desk Planning QuestionnaireDo you have a question about the EI Toolkit? Contact us!