Database Reference
In-Depth Information
Projects System (PS), and even important functionality like HR may get implemented in the
second wave of implementation. SAP's Accelerated SAP (ASAP) methodology provides a separate
component to address this phase of the life cycle of the SAP implementation.
This activity may also deal with the implementation of functionalities or systems that add
value by overlaying on the base modules:
◾
SA P Work low
◾
Document management systems
◾
SAP Business Information Warehouse
◾
Automatic Data Collection (ADC) systems
◾
Supply chain Management (SCM) systems
◾
Strategic Enterprise Management (SEM) systems
14.3 Customer Center of expertise (CCoes) Program
Under this CCOE program, SAP supports setting up the CCOE at valued customer's site. This
provides a direct interface between the company and SAP.
The CCOE undertakes the following tasks in the company:
◾
Help desk support
◾
Training
◾
Information services
◾
Project implementation and support
◾
Coordination of development requests
◾
Business support
◾
Te c h n ic a l s upp or t
◾
SAP contract administration
◾
Internal marketing for promotion and better acceptance of SAP
14.3.1 Help Desk
The success of a SAP implementation is dependent to a great extent on the deployment of an
enterprise-wide and properly resourced help desk. This is especially critical during and immedi-
ately after the go-live period, because this is when the system is used by a large number of users
for whom the system is new, unfamiliar, and even disorienting. For companies that do not have a
history of computerization, this may be a very trying period.
The majority of the problems reported during this period may be due to a lack of knowl-
edge, human errors, system bugs, or technical problems with printers, network connections,
and so on.
Some of the issues involved with instituting a help desk include
◾
Defining the standards for identifying problems
◾
Defining and establishing the method for registering problems
◾
Defining the standards and procedures for problem diagnosis and resolutions
◾
Defining and establishing the service levels and response times for problem resolution
◾
Defining the standards and procedures for communicating the solution
