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End to End SAP Support Flow by Bob Panic www.bobpanic.

com
Phase

Level 0 End Users

Start

NO

SAP Support Request from End Users

YES

Inform/educate/ transfer knowledge/ assist end user

Resolved?

YES

Issue/Request Resolved

Level 1 Super User

Gather information/ Investigate Issue/ request/question

Resolved?

YES

Document Resolution in Knowledgebase

YES

New Information?

No

Update Personal Knowledge and self Training

NO Gather details, screen shots and information on issue/request and log with Service Desk

Detail/Solution gathered

YES

Level 1 IT Service Desk/ Call Centre

Log issue/request in service management tool

Provide triage?

Resolved?

Yes

Update Knowledgebase

NO Contact 2nd Level Support to investigate issue/ problem/incident Investigate and gather information and assign service record in service management tool to level 2 support

Level 2 Support

Action call to support

Review service record, review gathered information and commence problem/incident investigation process

Sync Info if needed

Gather solution information and actions

Yes

Resolved

Yes

Update Knowledgebase

No

Level 3 Support

Investigate issue working with level 2 SMEs

Escalate issue/ problem/incident/ defect for 3rd Level Investigation

Sync Info if needed

Gather solution information and actions

Yes

Resolved

Yes

Update Knowledgebase

No

Escalate for Vendor investigation and resolution

Vendor Support

Gather solution information and actions

YES

Resolved

YES

No Investigation process to continue within Vendors internal processes until resolved