Work of Microsoft Dynamics NAV (Navision) consultants does not end after system go-live. During daily operation unforeseen circumstances may emerge resulting from insufficient knowledge of the user or because of unexpected events occurring during system implementation. In this article, we would like to discuss in detail, various issues that are specific to services we provide for our customers using Microsoft Dynamics NAV in multiple subsidiaries and countries. In spite of our many years’ experience in supporting Microsoft Dynamics NAV users in Poland, we were faced with new problems after we launched our helpdesk for global projects These problems included:
- managing 3 support levels,
- construction of Service Level Agreement (SLA),
- knowledge transfer from the implementation department to a global helpdesk team,
- customers’ incident management systems.
In addition, change management issue is one of the most important aspects of helpdesk service for multi-national companies.