[Insert Project Name]Support Model

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TABLE OF CONTENTS

PROJECT DETAILS................................................................................................................................... 2

SUMMARY............................................................................................................................................. 2

POST IMPLEMENTATION SUPPORT OBJECTIVES.....................................................................................2

SUPPORT MODEL................................................................................................................................... 3

SUPPORT MODEL RACI........................................................................................................................... 3

SERVICE LEVEL COMMITMENT............................................................................................................... 4

ADDITIONAL SERVICE LEVEL AGREEMENTS.............................................................................................5

SAMPLE QUESTIONS AND ISSUES........................................................................................................... 6

STAFFING MODEL.................................................................................................................................. 7

JOB DESCRIPTIONS................................................................................................................................ 8

HOURS OF OPERATION.......................................................................................................................... 8

TECHNOLOGY AND SPACE REQUIREMENTS............................................................................................8

IMPLEMENTATION WORKPLAN.............................................................................................................. 8

CRITICAL SUCCESS FACTORS................................................................................................................... 9

PROJECT ISSUES AND RISKS................................................................................................................... 9

POST IMPLEMENTATION GOVERNANCE.................................................................................................9

Project Team Members........................................................................................................................ 11

[Insert Project Name] Managed bySupport Model Program Services Office

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PROJECT DETAILS

Project NameProject TypeProject Start DateProject End DateProject SponsorDrivers: DivisionProject Manager/Department

SUMMARY

[Insert Project Name] will be used by: [Insert End User Types/Names/Organizations]

This Post Implementation Support Model for [Insert Project Name] describes the overall strategy and structure for managing and supporting end users’ questions and issues. This document provides:

Support objectives Services level commitment Staffing model Technology and space requirements Implementation workplan Budget requirements

POST IMPLEMENTATION SUPPORT OBJECTIVES

The objectives of post implementation support are to: Provide user community focused support to employees, xxxx who use [Insert Project

Name] and to:o Ensure high quality, high touch service to userso Ensure high resolution of questions/issues upon initial contact with userso Support day to day and seasonal needs of employee populations

Identify trends in calls and support provided Identify additional training needs

o Maintain end user system knowledge by providing ongoing training and help desk support

Build employee support for the new system Capture feedback on the new system

Support for [TBD and TBD] specific functions is considered out of scope. Metrics captured by support services will

Measure the effectiveness of system (e.g., volume of support provided, type of question or issue raised, etc.)

Measure the effectiveness of training (e.g., was the question or issue addressed in any training or communication?)

[Insert Project Name] Managed bySupport Model Program Services Office

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Measure the effectiveness of support model (e.g., # of calls, length of calls, % issues resolved in X minutes)

Measure the effectiveness of implementation tasks (e.g., scenarios not tested during test phase)

Help assess policy vs. practice issues

SUPPORT MODEL

The [Insert Name of Support Center or existing model, if applicable] will serve as the first place of contact for employees to resolve [Insert Project Name] issues, technical questions and other inquiries.

Team Descriptions*:

Team/Group Description:

Tier 1 Subject matter expertise of solution functionality from a user perspective including

Customer Service acumen Familiarity of anticipated go-live FAQs Identification of true escalation issues Identify Training materials and KB articles to be updated

Tier 2 Ongoing Administration – forms, workflow, configuration, general system maintenance

Lead for managing service level performance with Vendor

Tier 3 Coordination of maintenance of integrations Participation in the assessment of changes or enhancements

SUPPORT MODEL RACI

Responsible Who is assigned to do the work

Accountable Who makes the final decision and has ultimate ownership

Consulted Who is consulted before a decision or action is taken

Informed Who must be informed a decision or action has been taken

Role/Tasks Name 1 Name 2 Name 3 Name 4 Name 5 Name 6

Post Go-Live Project Support Activities

1 Tier 1 Support            

2 Ongoing Training Sessions

           

3 Day 2 Requests/Tracking

           

[Insert Project Name] Managed bySupport Model Program Services Office

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4 Reporting/KPIs/Metrics

           

Ongoing Operational Activities

5 Daily Functional Unit Operations

           

6 Daily System Administration

           

7 Issue and Question Triage & Tracking - Tier 1

           

8 Issue and Question Triage & Tracking - Tier 2

           

9 Integration Monitoring & Error Handling

           

10 Ongoing Change Management

           

11 Ongoing i-Buy NYU Enhancements

           

12 Fiscal Year (FY) End Activities

           

SERVICE LEVEL COMMITMENT

Post implementation support must provide high touch, high resolution upon initial contact with employee. This high service level commitment helps to ensure university wide adoption of the new system and timely payroll processing. (TBD on the total number of Tiers required)

Tier 1 (TBD New Service/Support Center/Help Desk): Resolve at least 90% of issues related to the new system upon initial contact with employee. Resolve at least 50% of issues related to TBD outcomes upon initial contact with employee.

Tier 2 (TBD): Resolve almost all other payroll related issues. Tier 2 support should be immediately available if Tier 1 cannot resolve the issue. If Tier 2 support is not immediately available, support should be provided within one business day.

Tier 3 (TBD): Should only be necessary if further communication with another specialist is necessary (e.g., HRO, department manager, Benefits, Employee Relations, ITS, etc.). Tier 3 issues are not usually resolved during initial contact with the employee.

[Insert Project Name] Managed bySupport Model Program Services Office

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ADDITIONAL SERVICE LEVEL AGREEMENTS

Type SLAs Owner Notes

[Insert Project Name] Managed bySupport Model Program Services Office

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SAMPLE QUESTIONS AND ISSUES

Support Tier User Type Type of Question or Issue

Example

Tier 1 All Users General Functionality I don’t know how to do something in the system

How do I find training materials?

Tier 2 Fiscal Officers System Access and System

Enhancements/Fixes

I can’t login I have the wrong role I need to assign new roles to my

staff I need to grant roles to my team I need to change a form I need to fix something that is not

correct in the system

Tier 3 Administrative Deans

Detailed FunctionalityTrouble-shooting

Complex Transaction

[Insert Project Name] Managed bySupport Model Program Services Office

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STAFFING MODEL

A consolidated, scalable staffing model: Provides transparency, faster knowledge transfer and escalation of issues Reduces possibility of redundant or conflicting messages to the end user

Allows for streamlined command, control and coordination of different support tiers (e.g., ramp up for seasonal needs, realign down time as the new system approaches steady state usage)

Requires less effort to manage than what is required to manage several smaller support structures

Role Responsibilities Skills Required Staffed By

Tier 1 Support Answer calls; log caller info

Resolve TBD questions and issues

Resolve policy related questions and issues where possible

Update end user documentation

Customer service

Knowledge of TBD configuration

Knowledge of NYU TBD policies and procedures

5.5 TBD SMEs

Supplemental support provided by Project Team Members (e.g., PSO, BAs, WorkForce) for initial weeks post go live*

Tier 2 Support Identity system configuration issues

Apply configuration changes and promote changes to production

Amend TBD as a result of configuration modifications

Answer TBD related inquiries (e.g., TBD, TBD)

Customer service

Knowledge of TBD configuration

Knowledge of NYU TBD policies and procedures

Knowledge of NYU TBD policies and procedures

2 – 3 TBD SME FTEs

Tier 3 Support Answer subject Knowledge of NYU List all staff

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matter related inquiries

policies and procedures

JOB DESCRIPTIONS

Include brief job descriptions and required skills for each position required in the Support Model.

HOURS OF OPERATION

List hours for support team, technical support and additional helpdesks.

TECHNOLOGY AND SPACE REQUIREMENTS

Set-up for the i-Buy NYU Situation Room, located on the 2nd floor of 105 E. 17th in Room 297, includes:

Requirement Details Notes

Conference Room space

Phone jacks, phones and headsets/splitters*

Laptops

Supplies

IMPLEMENTATION WORKPLAN

Can also be tracked in Excel or Project. Sample items noted below.

No. Task Start End Owner

Staffing assessment

Units/schools identify staff with TBD responsibilities?

How will jobs change?

Who will be re-deployed? New/different job?

[Insert Project Name] Managed bySupport Model Program Services Office

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New Job postings?

Training

Create Knowledge Base

Create job aids

Other req’d training?

Technology related

Secure and set up space

Set-up call tracking tool

Set-up phone number

Confirm process to log/close tickets

CRITICAL SUCCESS FACTORS

In addition to the items noted above, the following dependencies and assumptions are required to successfully to execute the support model for [Project]:

Technical Successful completion of Testing & UAT Confirmed system “Go” prior to launch date

Change Management: Completed Instructor-Led School/Unit and Internal Team Training Final Training Materials posted Detailed Communcations Plan and associated planned Communications Completed Support Preparations (Telecommunications, ServiceLink set-up, Staffing and

Detailed Schedule, etc.) Updated Knowledge Base articles in ServiceLink

PROJECT ISSUES AND RISKS

List issues and risks.

POST IMPLEMENTATION GOVERNANCE

The Project Change Control Committee will meet weekly initially to discuss enhancements and changes. This group includes representation from [teams]

[Insert Project Name] Managed bySupport Model Program Services Office

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In addition, a Power User Group will convene monthly The team will leverage existing monthly Financial Forum Meetings and FO Operational

Meetings to distribute information related to the system as needed

[Insert Project Name] Managed bySupport Model Program Services Office

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PROJECT TEAM MEMBERS

Functional Unit/Department Name

[Insert Project Name] Managed bySupport Model Program Services Office