The go-live phase of an SAP implementation marks a major milestone but is only the beginning of a critical period that determines the long-term success of the project. Effective post-go-live support is essential to stabilize the system, address user issues, and optimize SAP processes. This article outlines best practices for implementing robust post-go-live support to ensure smooth business continuity and maximize SAP investment value.
Post-go-live support helps organizations transition from project mode to operational mode. During this phase, the SAP system is actively used in day-to-day business activities, and unforeseen issues, user questions, and change requests often arise. Without structured support, these challenges can lead to business disruptions, user frustration, and even system downtime.
Objective: Quickly identify and resolve critical issues that impact business processes.
Activities:
Objective: Provide enhanced support immediately after go-live to ensure adoption and confidence.
Activities:
Objective: Transition to regular support and continuous SAP system optimization.
Activities:
Define support levels, escalation paths, roles, and responsibilities upfront. Use ITIL-aligned processes for incident and change management.
Document common issues, resolutions, FAQs, and troubleshooting guides accessible to users and support staff.
Regularly update stakeholders on system status, known issues, and planned maintenance. Use newsletters, dashboards, or intranet portals.
Leverage SAP Solution Manager and other monitoring tools to detect anomalies and bottlenecks before they escalate.
Train and involve super users extensively so they can act as the first line of support and reduce the load on the central help desk.
Offer refresher sessions, on-demand tutorials, and updates on new SAP features or process changes to maintain user competence.
Define criteria and timelines for scaling back intensive support activities while ensuring ongoing service quality.
| Challenge | Mitigation Strategy |
|---|---|
| High volume of support tickets | Prioritize issues, empower super users, automate ticket routing |
| Resistance to change | Communicate benefits, involve users early, provide training |
| Knowledge loss with turnover | Maintain updated documentation and knowledge repositories |
| Performance issues | Use monitoring tools for early detection, optimize system regularly |
| Scope creep | Manage changes through formal change control processes |
Implementing structured and proactive post-go-live support is vital to ensure the stability and success of SAP systems after go-live. By adopting best practices such as clear support models, empowered super users, continuous training, and proactive monitoring, organizations can minimize disruptions, enhance user satisfaction, and continuously improve their SAP environment. Ultimately, strong post-go-live support maximizes return on SAP investments and supports sustained business transformation.