Structuring Support for a Multi-Provider Business Service
Operating model · Capacity planning · Supplier coordination
The challenge
A new business service combined a configurable platform, integration components and several delivery parties. Preparing support required clarity on responsibilities, expected demand and the boundaries between application support, integration support and product expertise.
My contribution
I brought these dependencies into a shared transition discussion, examining support responsibilities, training needs, escalation routes and capacity assumptions. I challenged estimates against the intended adoption model and highlighted where supplier input or operational documentation was still needed.
Value for management
A more explicit basis for staffing and support decisions. By separating assumptions from confirmed information, I helped management understand the conditions required for a workable operating model and identify responsibility gaps before broader adoption.