New York University



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[Insert Project Name]

Support Model

Table of Contents

Project Details 2

Summary 2

Post Implementation support objectives 2

Support Model 3

Support Model Raci 3

Service Level Commitment 4

Additional Service Level Agreements 5

Sample Questions and Issues 6

Staffing Model 7

Job descriptions 8

Hours of Operation 8

Technology and Space Requirements 8

Implementation Workplan 8

Critical Success Factors 9

Project Issues and Risks 9

Post Implementation Governance 9

Project Team Members 11

Project Details

|Project Name | |

|Project Type | |

|Project Start Date | |

|Project End Date | |

|Project Sponsor | |

|Drivers: | |

|Division | |

|Project Manager/Department | |

Summary

[Insert Project Name] will be used by:

• [Insert End User Types/Names/Organizations]

This Post Implementation Support Model for [Insert Project Name] describes the overall strategy and structure for managing and supporting end users’ questions and issues.

This document provides:

• Support objectives

• Services level commitment

• Staffing model

• Technology and space requirements

• Implementation workplan

• Budget requirements

Post Implementation support objectives

The objectives of post implementation support are to:

• Provide user community focused support to employees, xxxx who use [Insert Project Name] and to:

o Ensure high quality, high touch service to users

o Ensure high resolution of questions/issues upon initial contact with users

o Support day to day and seasonal needs of employee populations

• Identify trends in calls and support provided

• Identify additional training needs

o Maintain end user system knowledge by providing ongoing training and help desk support

• Build employee support for the new system

• Capture feedback on the new system

Support for [TBD and TBD] specific functions is considered out of scope. Metrics captured by support services will

• Measure the effectiveness of system (e.g., volume of support provided, type of question or issue raised, etc.)

• Measure the effectiveness of training (e.g., was the question or issue addressed in any training or communication?)

• Measure the effectiveness of support model (e.g., # of calls, length of calls, % issues resolved in X minutes)

• Measure the effectiveness of implementation tasks (e.g., scenarios not tested during test phase)

• Help assess policy vs. practice issues

Support Model

The [Insert Name of Support Center or existing model, if applicable] will serve as the first place of contact for employees to resolve [Insert Project Name] issues, technical questions and other inquiries.

Team Descriptions*:

|Team/Group |Description: |

|Tier 1 |Subject matter expertise of solution functionality from a user perspective including |

| |Customer Service acumen |

| |Familiarity of anticipated go-live FAQs |

| |Identification of true escalation issues |

| |Identify Training materials and KB articles to be updated |

|Tier 2 |Ongoing Administration – forms, workflow, configuration, general system maintenance |

| |Lead for managing service level performance with Vendor |

|Tier 3 |Coordination of maintenance of integrations |

| |Participation in the assessment of changes or enhancements |

Support Model Raci

| |Responsible |Who is assigned to do the work |

| |Accountable |Who makes the final decision and has ultimate ownership |

| |Consulted |Who is consulted before a decision or action is taken |

| |Informed |Who must be informed a decision or action has been taken |

|Role/Tasks |

|1 |

|5 |Daily Functional Unit |  |  |

| |Operations | | |

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Sample Questions and Issues

|Support Tier |User Type |Type of Question or Issue |Example |

|Tier 1 |All Users |General Functionality |I don’t know how to do something in the system |

| | | |How do I find training materials? |

|Tier 2 |Fiscal Officers |System Access and System |I can’t login |

| | | |I have the wrong role |

| | |Enhancements/Fixes |I need to assign new roles to my staff |

| | | |I need to grant roles to my team |

| | | |I need to change a form |

| | | |I need to fix something that is not correct in the |

| | | |system |

|Tier 3 |Administrative Deans |Detailed Functionality |Complex Transaction |

| | |Trouble-shooting | |

Staffing Model

A consolidated, scalable staffing model:

• Provides transparency, faster knowledge transfer and escalation of issues

• Reduces possibility of redundant or conflicting messages to the end user

• Allows for streamlined command, control and coordination of different support tiers (e.g., ramp up for seasonal needs, realign down time as the new system approaches steady state usage)

• Requires less effort to manage than what is required to manage several smaller support structures

|Role |Responsibilities |Skills Required |Staffed By |

|Tier 1 Support |Answer calls; log caller info |• Customer service |• 5.5 TBD SMEs |

| |Resolve TBD questions and issues |• Knowledge of TBD configuration |• Supplemental support provided|

| |Resolve policy related questions and |• Knowledge of NYU TBD policies |by Project Team Members (e.g., |

| |issues where possible |and procedures |PSO, BAs, WorkForce) for initial|

| |Update end user documentation | |weeks post go live* |

|Tier 2 Support |Identity system configuration issues |• Customer service |• 2 – 3 TBD SME FTEs |

| |Apply configuration changes and promote|• Knowledge of TBD configuration | |

| |changes to production |• Knowledge of NYU TBD policies | |

| |Amend TBD as a result of configuration |and procedures | |

| |modifications |• Knowledge of NYU TBD policies | |

| |Answer TBD related inquiries (e.g., |and procedures | |

| |TBD, TBD) | | |

|Tier 3 Support |Answer subject matter related inquiries|• Knowledge of NYU policies and |• List all staff |

| | |procedures | |

Job descriptions

Include brief job descriptions and required skills for each position required in the Support Model.

Hours of Operation

List hours for support team, technical support and additional helpdesks.

Technology and Space Requirements

Set-up for the i-Buy NYU Situation Room, located on the 2nd floor of 105 E. 17th in Room 297, includes:

|Requirement |Details |Notes |

|Conference Room space | | |

|Phone jacks, phones and | | |

|headsets/splitters* | | |

|Laptops | | |

|Supplies | | |

Implementation Workplan

Can also be tracked in Excel or Project. Sample items noted below.

|No. |Task |Start |End |Owner |

| |Units/schools identify staff with TBD responsibilities? | | | |

| |How will jobs change? | | | |

| |Who will be re-deployed? New/different job? | | | |

| |New Job postings? | | | |

| |Training | | | |

| |Create Knowledge Base | | | |

| |Create job aids | | | |

| |Other req’d training? | | | |

| |Technology related | | | |

| |Secure and set up space | | | |

| |Set-up call tracking tool | | | |

| |Set-up phone number | | | |

| |Confirm process to log/close tickets | | | |

Critical Success Factors

In addition to the items noted above, the following dependencies and assumptions are required to successfully to execute the support model for [Project]:

Technical

• Successful completion of Testing & UAT

• Confirmed system “Go” prior to launch date

Change Management:

• Completed Instructor-Led School/Unit and Internal Team Training

• Final Training Materials posted

• Detailed Communcations Plan and associated planned Communications

• Completed Support Preparations (Telecommunications, ServiceLink set-up, Staffing and Detailed Schedule, etc.)

• Updated Knowledge Base articles in ServiceLink

Project Issues and Risks

List issues and risks.

Post Implementation Governance

• The Project Change Control Committee will meet weekly initially to discuss enhancements and changes. This group includes representation from [teams]

• In addition, a Power User Group will convene monthly

• The team will leverage existing monthly Financial Forum Meetings and FO Operational Meetings to distribute information related to the system as needed

Project Team Members

|Functional Unit/Department |Name |

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