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200 Chapter 7 • Operations and Postimplementation

These are many questions that go unanswered until well after Go-live, which is why it is important to
have a solid user support program in place to supplement your technical cutover activities. 3
Many of the risks associated with cutting over to the new ERP can be reduced by appropri-
ate pre–Go-live and end-user training, but additional support is needed after the system is put
into production. Subject matter experts and core project team members should be used to provide
general support to answer simple process and system questions. The vast majority of user prob-
lems are attributable to the lack of understanding of the system and how business processes inter-
act with the system. This will be the case more often than not; usually, it is not a bug or problem
of the ERP system not working correctly. Subject matter experts will need to provide ongoing
support for people who encounter difficulties. The support process is divided into tiers. Tier 1 is
considered triage and is usually the help desk or call center. This group will attempt to address
very straightforward problems or questions. The calls are often related to password problems or
resets or general access issues. Beyond that, the help desk will forward the question or problem
to Tier 2. Tier 2 support is where the subject matter experts are used. The subject matter experts
must be available to answer system process questions or provide resolution on how to maneuver
through the system to complete processes. This will initially include basic navigation and, as
time goes by and the users become more knowledgeable, the questions will be more about
processes and data flow. If Tier 2 subject matter experts cannot resolve the issue or problem
within a short period of time, then the issue should be bumped to Tier 3. Tier 3 can be a combi-
nation of technical staff along with vendor or implementation partner support. These are often
complex problems that will require the technician to research and fix.
There are numerous ways to add support to users in addition to in-person support. This
includes Web-based frequently asked questions (FAQs), job aids that are printable that describe
how to access and complete a function within the system, short videos on using the system, and
complete training documentation that shows and describes step by step how to use the system.
Training will need to continue, and, as time goes on, existing users will need additional training
on the further functionality available to them. Training is also necessary for new employees who
may be in critical roles when using the system.
Project managers must ensure that several support functions are in place during postimple-
mentation to better ensure success. Training and reactive support is not enough to ensure proper
postimplementation data validity. Postimplementation support is generally divided into the five
points that follow:
Training. Usually addressed before the Go-live and will continue at varying rates after
Go-live, depending on the training strategy to be used.
Go-live support. This is a day-to-day process when the users require assistance in using
the system, or related to any mistakes and defects in the new system. The help desk
plays a key role in this area. The tracking and resolution of day-to-day issues is the job
of the help desk. The help desk will enlist the support of key users to help users across
the organization.
Data validation. This must be conducted periodically to ensure that the system is being
used correctly and that data entry processes are being followed. All processes and policies
that will bring impact to other functional areas if not followed must have auditing activities

3 Kimberling, E. (October 24, 2006). Supporting Your ERP System After Go-Live. Ittoolbox Blogs.