Gartner Research

Best Practices for Measuring ERP Support Services

Published: 26 July 2013

ID: G00252726

Analyst(s): Pat Phelan, Carol Hardcastle

Summary

ERP support services are often measured only in IT system operation terms. ERP leaders should align support metrics with the ERP competence center's level of maturity.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Enterprises Using the ERP Engine Room Approach to ERP Support Should Measure System Operations
  • Enterprises Using the Business Support Center Approach to ERP Support Should Also Measure the ERP CC's Contribution to Business Operations
  • Enterprises Using the Enterprise Application Center of Excellence Approach to ERP Support Should Measure the ERP CC's Contribution to Enabling Enterprise Strategies

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