Support of Cloud Solutions After Implementation

With every Cloud, Software-as-a-Service (SaaS) product implementation, you inevitably get to a point where you need to ask yourself the question: “How will we support this new system after it is built and deployed?”.

This is as true in cloud procurement system implementations (Ariba, Coupa, Ivalua, etc) as it is for any other cloud solution you are implementing in your business (SuccessFactors, S4 Public Cloud, Hybris, etc). Hopefully, you are considering this while building your initial business case as it will most likely mean additional Full Time Equivalents (FTE) dedicated to supporting and administering the solution on an ongoing basis.

Implementing a new system in your business is like bringing a new child into the family: It needs parents to take care of it and ensure it ages wisely! Too often do we think queries and improvements will take care of themselves “automagically” after we implement!

Of course, the number of FTE needed to support a cloud system should be lower than an on-premise system. That is a main part of the value proposition of cloud systems. However, this value proposition is mostly related to the technical administration of the solution:

• Updating and maintaining hardware

• Updating and maintaining operating systems

When it comes to the business & functional side of administration, these tasks remain even in cloud systems:

• Administer user creation and role assignment

• Review vendor release notes and decide how/if new solution enhancements should be used

• Continuously improve processes implemented at first

• Update approval workflows to match changing business realities

• Resolve any end user issues and queries

• Onboarding new vendors on your Business Network

Therefore, it is important to think about how these tasks will be carried out and who will execute them. Ideally, you integrate the support of a cloud solution into your existing IT Help Desk infrastructure with a few minor additions which are vendor specific. However, if you are starting from scratch, here is a good generic model from which to start from:

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