Best practices and principles for building world-class SAP training and support organizations (Part 1)

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Research shows that end user training and support are two critical yet often overlooked and underestimated components of every SAP project plan.

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Research shows that end user training and support are two critical yet often overlooked and underestimated components of every SAP project plan. Examine the critical questions that must be answered for you to build and maintain a strong training and support program that fits your SAP strategy. Examine the primary components of a comprehensive training plan, and evaluate the different types of training delivery options � including online, classroom (instructor-led) and one-on-one � and the factors to consider when making your training decisions.

Step through actual training strategies to gain an understanding of how to estimate resources, costs, and timelines.
Examine the differences in the design and delivery of end-user training for a first-time go-live versus refresher and new employee training, and get advice for tailoring your training to meet the specific needs of each.
Identify the factors to include in your post-go-live (maintenance) strategy to ensure that training remains up-to-date long after your project concludes.
Explore various support and training delivery options, including in-house and outsourced, and weigh the related benefits and challenges of each option.
Examine a three-tiered end user support model that utilizes the most appropriate resources, including super users, help desk, and business specialists.
Explore the critical elements to include for a super user program that meets both immediate and long-term support needs.
Take a look at the use of Service Level Agreements (SLAs) and Operating Level Agreements (OLAs) to ensure service delivery that balances resource realities with end user expectations.
Identify ways to measure support effectiveness as part of a continuous improvement effort.