Gartner Research

Change Your ERP and Business Applications Support Strategies as You Move to the Cloud

Published: 03 March 2015

ID: G00275300

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

Summary

ERP and business applications strategies that include moving functionality to the cloud (typically via SaaS) have direct implications on support. ERP and application leaders should follow these best practices to adjust their support strategies, when including SaaS in the application portfolio.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Rebalance ERP and Business Application Competence Center Skills and Resources to Support SaaS Solutions
    • Cloud Services Broker Role
    • Cloud Developers
    • Duplicate Roles
    • Recommendations
  • Adjust Enterprise Standards for Governing Support Services to Accommodate Strengths and Gaps in the SaaS Vendor's Model
    • Recommendations
  • Revise the Business-Based Change Control Group's Approval Process to Incorporate SaaS Factors
    • Recommendations
  • Expand and Adjust Internal Application Support Processes for the SaaS Vendor's Gaps and Overlaps
    • 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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