You’re implementing a new IT service and keeping IT’s customers satisfied from the start is vital. Your reputation and the reputation of IT is riding on it. A lot may have gone into preparedness, customer training, testing… but things will still go wrong. Customers will still have requests, experience faults or just have questions. This means that post go-live IT support is critical to keeping customers happy.
Here’s some things to consider getting in place to increase the chances of being able to provide good post go-live support for the new service and to minimise business disruption: