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A critical situation occurs in the implementation process when the resources using the
system need a place to go for help. While support for the technical functions of MS Project
are available directly through Microsoft, most resource questions are not MS Project issues
at all. Statistically, these issues have proven to be related to process and best practices, not technical
functionality of the software. However, the average user of Microsoft Project can't readily tell
the difference between a process issue and a software issue. To most people in the early
phase of using Microsoft Project, they both seem to be the same thing.
To address this chasm in the implementation cycle, Project Incentives offers Technical
Support for end-users of Microsoft Project during the Enterprise Implementation process.
This is not a long-term option, but rather a tactical service designed to address first-tier
questions and resolve process issues first, and technical issues second. The service quickly
addresses key questions like:
- Why are my project resources over-allocated?
- Where should I be saving my Project files, and what format is best?
- Who should I contact to find the right resources for my project?
While these questions are not comprehensive, they are representative of typical end-user questions
encountered during the implementation phase of Project. Once the issue is resolved, the problem and its
resolution is entered into an online knowledgebase, making the information available to all of your
staff.
When the problem is a technical issue PI's support engineers work to fix the issue, engaging Microsoft technical
staff as necessary. This process ensures that your staff gets the support they need when they need it, eliminating
the long delay and hold-time of typical support queues.
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