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#SUPPORTWOMAN: Setting up a Support Model

This article is a follow-up on my previous blog:  SUPPORTWOMAN, first, watch the go-live

Support model definition

  • How is the support model defined, where and by whom are the support activities performed?
  • What works in your specific culture (similar structure can already exist)?
  • Will it be based in HR or in IT; internal or external?
  • Prepare an FAQ of frequently asked questions… knowing that many questions that come in are rather process-related (about 80%)
  • Evaluate the anticipated support volumes and development in time, either using previous go-lives and systems, or by asking questions
  • Develop an SLA approach to measure support performance

Introducing a centralized, tiered structure

A centralized approach to support, with a clarified definition of who-does-what and of all the tasks to be covered can be very helpful.

Level 1 and 2 are usually shared resources (2 or more individuals sharing an evaluated FTE value on the basis of historical number, size and number of modules), in order to ensure a good coverage in case of vacations and leave. The administrators are specifically trained, and are able to understand the configuration tools of SuccessFactors, managing the communication with SuccessFactors support. Even in cases where only one administrator would be deemed enough, a second back-up should be identified and trained.

Screenshot 2017-10-12 10.23.05.png

Level 1 – Subject Matter Experts, self-service, helpdesk. Answers will be provided based on tools and sources such as:

  • Decision guides
  • Navigation guides (quick references, process flows)
  • FAQ
  • Best practices

Level 2 - Process owners, HR BPs – detail answers on the process and how-to

Level 3 - System Administrators – need an understanding not only on the day-to-day operation, but also the global impact of their activities – rules of governance, for instance understanding the impact of changing a form.

Level 4 and 5 - SAP SuccessFactors Preferred care/Customer Success to handle instance management (governed by SAP-defined SLA); this is one of the advantages of being in a SaaS environment, as you will not have to manage these support levels, but only to make sure that the communication lines are available and contacting modes have been clarified.

 Screenshot 2017-10-12 10.23.19.png

In order to help customers evaluate the number of resources required for ongoing system administration and support, SuccessFactors provide an online tool – meant only as general guidance: ADMIN Resources Calculator

The calculator linked above is based on:

  • FTE calculation (number of seats), with an approx. value of 1000 inquiries/10’000 seats
  • Based on customers feedback, interview and best practices
  • Based on SAP internal numbers and model
  • Usually err on the high side (rounding up)
  • Include all level of the team (expert, strategy, configuration, users questions)
  • Could or should include individual from different functions
  • Different needs depending on the module – cyclical or regular, global or local

Please see here the link to SAP/SFSF Cloud support policies, in multiple languages.

Sample of questions received by Level 1 and 2 of support organization

Most of the time, the top ten support inquiries are as below:

  • Password related inquiries (if SSO is not enabled)
  • Why can’t I see my form
  • Why can’t I get into the system
  • Why don’t I see all my direct reports or organization?
  • My profile is not correct
  • When I access SuccessFactors, I get a “page cannot be displayed” message
  • How do I get my form back to add/change it?
  • Can I set up my Executive Assistant as my Proxy?
  • I can’t see all my direct reports goals
  • I get a pop-up blocker when I try to run a report. It should be a spreadsheet.
  • My form/live profile is very slow to load
  • I timed out of the system and lost all my input

Level 3 Support - Administrators

Administrative routine tasks

  • User administration
  • Modules administration
  • Support of organizational changes (and authorizations)
  • Audit adherence to Data Management practices

This is usually where the Super User (or power user, or system admin) sits. As mentioned above, once the SuccessFactors system is live, you'll need to perform several ongoing administrative and maintenance activities to keep it running smoothly.

Example of topics and support that is usually covered by the administrator(s) include the following:

  1. Ongoing support of end users and answering questions
  2. Managing workflows
  3. Purging old or unwanted data
  4. Changing fields in portlets
  5. Manage day-to-day operations and annual cycles
  6. Manage support requests and escalations to SuccessFactors
  7. Mass-creation of forms
  8. Set up Dashboards and Reports
  9. Look up Document ID and do detailed document searches
  10. Ensure continuity of integration activities as planned and adapt if needed
  11. Keep an eye on external changes: policy, legal or terminology (internal or external)

 Some of these require a change management approval process; others should be simply routine administration. As you set up this level of support, it is important to keep in mind any form of separation of duties that may be deemed required in your company, or that is a must to comply with legal needs.

All these roles can be addressed by your trained representative, or can be delegated – all or in part - to a service provider consultant; your service provider should be able to offer guidance.

In the next chapters, I will cover the following topics:

  • Operational Change Management
  • Knowledge, Training and Documentation
  • Operational Governance approach
  • Release Management routines

So come back to our blogs to learn more!

For more information or to request the full whitepaper on this topic and more, contact me at cbersano@lsiconsulting.com, and visit my Linkedin profile for more blogs and details.