Day-to-day operation.
WHAT SUPPORT MUST HANDLE
User questions Errors and faults Access and permission requests Data corrections Report requests
WHAT TIERS TYPICALLY EXIST
Super users, within departments Internal administrators The vendor or partner
WHY THAT STRUCTURE WORKS
Most questions are answered locally and quickly.
WHAT TO ESTABLISH
What each tier handles When to escalate Response expectations
WHAT TO TRACK
Requests, by type and area.
WHAT PATTERNS REVEAL
Training gaps Configuration problems Processes that do not fit
WHAT TO DO ABOUT RECURRING REQUESTS
Address the cause.
WHAT DATA CORRECTIONS REQUIRE
Authorisation, and a record.
WHY
Corrections can conceal errors or misappropriation.
WHAT TO RESTRICT
Who may perform them, and on what.
WHAT ACCESS REQUESTS REQUIRE
Approval by someone accountable, against a defined role.
WHY ROLES RATHER THAN INDIVIDUAL PERMISSIONS
Individually granted permissions accumulate and become unreviewable.
WHAT TO REVIEW PERIODICALLY
Who has access to what, against current roles.
WHAT TO PROVIDE USERS
Documentation for their own tasks, maintained.
