100
System Deployment
■Contact most appropriate personnel for problem resolu-
tion during implementation.
■Analyze implementation problems to detect patterns that
help discern solutions so that system can be implemented
on time.
■Understand and apply the company’s best practices
regarding implementation strategies.
■Recognize and point out potential problems when devel-
opers develop their implementation plan.
■Schedule the company’s various system changes and
upgrades.System Support (Help Desk)
■Respond to each client within 15 minutes of receiving a
description of the problem.
■Resolve the problem within 24 hours of client’s initial con-
tact.
■Provide department- or company-wide messages provid-
ing details of a current problem when required.
■Communicate courteously to clients who are experienc-
ing problems, to the satisfaction of the clients.
■Escalate the problem as required but only when neces-
sary.
■Provide resolution instructions to each client in writing,
via voice mail, or over the phone, according to the client’s
preference.
■Follow up with client 48 hours after resolving the problem.
■Document a history of each problem logged and forward
to supervisor each week.
See also: Information Technology: Hardware and Operations,
Information Technology: Software—Management