[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 by
Support Model Program Services Office
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PROJECT DETAILS
Project Name
Project Type
Project Start Date
Project End Date
Project Sponsor
Drivers:
Division
Project
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 users
o Ensure high resolution of questions/issues upon initial contact with users
o 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 by
Support 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/Trackin
g
4 Reporting/KPIs/M
etrics
[Insert Project Name] Managed by
Support Model Program Services Office
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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 by
Support Model Program Services Office
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ADDITIONAL SERVICE LEVEL AGREEMENTS
Type SLAs Owner Notes
[Insert Project Name] Managed by
Support Model Program Services Office
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SAMPLE QUESTIONS AND ISSUES
Support Tier User Type Type of Question or Example
Issue
Tier 1 All Users General I don’t know how to do
Functionality something in the system
How do I find training materials?
Tier 2 Fiscal Officers System Access and I can’t login
System I have the wrong role
I need to assign new roles to my
Enhancements/Fixes 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 Detailed Complex Transaction
Deans Functionality
Trouble-shooting
[Insert Project Name] Managed by
Support 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 Customer service 5.5 TBD SMEs
caller info
Knowledge of TBD Supplemental
Resolve TBD configuration support provided by
questions and
Project Team
issues Knowledge of NYU Members (e.g., PSO,
TBD policies and
Resolve policy BAs, WorkForce) for
related questions procedures initial weeks post go
and issues where live*
possible
Update end user
documentation
Tier 2 Support Identity system Customer service 2 – 3 TBD SME FTEs
configuration
issues Knowledge of TBD
configuration
Apply
configuration Knowledge of NYU
changes and TBD policies and
promote changes
procedures
to production
Amend TBD as a Knowledge of NYU
result of TBD policies and
configuration procedures
modifications
Answer TBD
related inquiries
(e.g., TBD, TBD)
Tier 3 Support Answer subject Knowledge of NYU List all staff
[Insert Project Name] Managed by
Support Model Program Services Office
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matter related policies and procedures
inquiries
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 by
Support 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]
In addition, a Power User Group will convene monthly
[Insert Project Name] Managed by
Support Model Program Services Office
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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 by
Support Model Program Services Office
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PROJECT TEAM MEMBERS
Functional Unit/Department Name
[Insert Project Name] Managed by
Support Model Program Services Office
