Building a SAP Support Model
Today, let’s close the loop on the topic of building an SAP Support Infrastructure. We explored Centers of Excellence in the last two articles. I consider COE’s the main building block. There are additional considerations that need to be explored from a strategy perspective in building the SAP support model.
Just to level-set. You have implemented SAP and have recently gone live, or you are in the process of implementing and are thinking about the post go live environment. You now need to focus on a strategy and plan for building the support model. Below, are some tips, recommendations and general thoughts for building the SAP support model.
Steps to Build a Support Model
Step 1 – Patner with the Right Consultancy
From experience, I have seen companies try to do this entire process in-house and the end results were not pretty. There is a whole methodology/process and minimum level of expertise needed to do it right. If your company is large, consider compiling an RFP for building an application support model. You want to include vendors that have a strong track record in the support arena.
Step 2 – Conduct a Scoping Exercise with Management Team
You need to discuss the overall objectives and goals, current strategy and plans, as well as review the current organizational structure and vision. The consultancy will lead the discussion on SAP best practices, and lessons learned, in the area of support. From these discussions, the overall project scope should be finalized and documented in a Statement of Work.
Overall, the scoping session should focus on strategy. Specifically, it should touch on:
• Issues regarding the design and implementation
• Scope of the support processes
• Roles and responsibilities, which will help define the new Support Model, and related support team
• Any risks and assumptions
• Functions to be fulfilled by the support organization
• Geographical distribution