Following a decision to standardise on a leading ERP software package, internal IT were failing to provide the necessary technical and process support required to deliver the benefits identified in the cost benefit analysis. The user population is approximately 150.

SBA was asked to construct a helpdesk solution that would first stabilize the situation and then re-point the customer back on the original benefits path.

The process

• Definition and documentation of the customer?s objectives.
• Participation in the business case and cost/benefit analysis.
• Understanding of User profiles and through surveys and discussion.
• Analysis of the As Is, including business processes, user frustrations and system health check.
• Design of the To Be ? covering key support requirements and procedures.
• Drafting of an SLA ? encompassing customer responsibilities, performance measures, precise support coverage and escalation procedures.
• User communication and roll out ? with clear sponsorship from the customer to reinforce solution.

The benefits

• User confidence substantially increased.
• Reduction of 3 heads in internal IT.
• Internal IT restructured to focus on value added projects.
• Process/user weakness identified and corrective action started.
• Single point of capture for user requests has re-established control of requests for development.