There is no secret that with the beginning of the implementation project along with primary software licenses various additional licenses for specialized software are often bought. As example, for project management task customers use ARIS, PowerDesigner, MS Project and SAP Solution Manager (which is free since last year for SAP systems management). For learning management, ITIL and future support specialized software needed too.
Unfortunately, usage of some software from this bundle stops after Go-Live or closure of project when support function turns on the customer side. Sometimes the final phase looks like a divorce between a project team and IT-support team. Some project’s deliverables, manuals, documents, files will become a «property» of IT-support, and other will stay as project deliverables, put in an archive and forgotten in the final.
End users during this «divorce» or handover process look like a children: they have much to say, but do not have much influence. They see how members of the project team, who taught them how to perform their operations in new IT-system, who took care of them during Go-live and stabilization now leaving them alone. Future effectiveness of their work and their happiness now depends on IT-support processes.
However, how this situation could look like if end-users effectiveness depended partly on themselves? What can we do to make handover process more convenient and preserve the level of support on the same level? We tried to model this situation from the angle of integration between SAP Solution Manager and SAP Workforce Performance Builder.
- SAP Solution Manager often appears at the beginning of the project, stays alive during whole project cycle, and after project closure IT-team continue using it for system maintenance, support and upgrades.
- SAP Workforce Performance Builder is used by Key users or subject matter experts (SMEs) for development interactive learning materials for end users. It has very user-friendly interface, does not require long lasting education to begin working with it and produces quite nice and easy to use content (simulations, context/process assistant etc.)
In the video below, I showed how these products could work together and increase value that customer gets from IT systems: less load on IT-support, faster adoption to new IT-system, rapid and automated onboarding of new users.
If you need more information or want to share any ideas – feel free to communicate directly: firstname.lastname@example.org