Gartner Research

Best Practices for Supporting ERP/Business Applications in the Cloud

Published: 30 August 2013

ID: G00255573

Analyst(s): Carol Hardcastle, Terri-Lynn Thayer , Pat Phelan


ERP and application leaders considering cloud services as a deployment method for all or part of their ERP/application portfolios must understand how the cloud affects support. Use the best practices here at any phase of the application life cycle to adjust support strategies for cloud services.

Table Of Contents
  • Key Challenges



  • Rebalance ERP CC Skills and Resources to Support Cloud Services
    • Cloud Services Broker Role
    • Cloud Developers
    • Duplicate Roles
  • Adjust the Enterprise's Standards for Governing Support Services to Reflect CSP Limitations
  • Revise the Business-Based Change Control Group's Approval Process to Incorporate CSP Factors
    • Recommendations
  • Expand Application Support Processes to Include the CSP's People, Processes and Constraints
    • General Recommendations
    • Testing and Quality Assurance
    • Incident, Problem and Escalation Management
    • Configuration Management
    • SaaS Customization Management
    • Security Management
    • Supporting Data in the Cloud
    • Environment Management and Architecture Control
    • End-User Support Network
    • Training Management

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