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| Done? | Task |
|---|---|
| ✓ | Create a reference architecture and detailed procedures for your support team that are easy to follow and repeat. |
| ✓ | Assess how the business and IT policies affect the support scope and how the policies change after the Dynamics 365 app is in operation. |
| ✓ | Identify the functions, procedures, and business processes that your support team needs to support in the Dynamics 365 app. |
| Done? | Task |
|---|---|
| ✓ | Choose a support operating model that suits your needs and define the role of the internal and external support teams. |
| ✓ | Write a support organization charter that outlines the tasks, roles, responsibilities, and standards for keeping the system running. |
| ✓ | Consider how supporting a cloud and SaaS application affects your support model and whether you need a Dynamics 365 Center of Excellence (CoE). |
| Done? | Task |
|---|---|
| ✓ | Plan a transition strategy that involves your support team in the solution development and improves their readiness throughout the project, not just at the end. |
| ✓ | Check that your support team is ready to operate with the right model, resources, knowledge, and procedures during UAT. |
| ✓ | Have a clear strategy to manage the critical period after going live (hypercare) with specific criteria for starting and ending it. |
| ✓ | Define how to keep your solution up to date and evolving with new features and capabilities. |
| ✓ | Set up a support and servicing calendar for regular and periodic maintenance activities. |
| ✓ | Identify the normal hours of operation across different locations, and any special service windows or requirements for different languages, time zones, seasons, or events. |
| ✓ | Establish formal escalation procedures with clear criteria, SLAs, and different tiers of support, including internal and external support. |
| ✓ | Choose the tools that your support organization needs. |
| ✓ | Identify the policies for accessing data and environments by internal or external support teams. |
- Learn why it's important to define the support scope
- Understand key aspects when choosing support models
- Discover the requirements for support operations
- Understand the roles and responsibilities of the support team
- Read the case study to understand why you need to develop and audit your support strategy in the cloud world