Our Contribution
Sustainable Support Model
“Support does not depend on individuals; your system keeps running even when the team changes.”
After go-live, support often relies on what a few people know. When they leave or go on leave, tickets pile up. When it is written down who resolves what, in what time and with what knowledge, the system runs independently of the team. We review your current support setup and decide the balance of in-house and external support together with you.
What We Do
Current State
We map ticket types, resolution times and work that depends on a single person.
Roles and Responsibilities
We define which tickets the in-house team, business units and external support take on.
Priority and Target Times
We classify tickets by severity and set a target resolution time for each class.
Knowledge Transfer
We document critical processes; knowledge sits in a shared source, not with one person.
Frequently Asked Questions
What is a sustainable support model?
It is the structure that defines who resolves which ticket, in what time and with what knowledge while your SAP HR system is live. The model removes the dependence of support on specific people.
How is this different from SAP HR Support Services (AMS)?
Yes, it is different. In this work we design your support setup. If you decide to run part of it with external support, SAP HR Support Services are built on this model.
What if we want to run support with our own team?
The model can be built around your in-house team as well. In that case we define roles, documentation and training needs for your team.