User Support Toolkit

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Manage the end User Support structure to provide guidance and the highest level of support to customers, helping them to understand the value of technology, providing engineering guidance, leveraging appropriate technology, and maximizing the value of technology related resources.

More Uses of the User Support Toolkit:

  • Manage work with third party and external IT Partners And Vendors to ensure that End User Support and Service Delivery meets the contractual and agreed upon needs of your organization for stability, uptime and Service Delivery, and work closely with partners to achieve stated goals.

  • Lead the development and distribution of Best Practices, process documentation, and User Support materials for reporting.

  • Maintain all IT Security Systems, end User Support, monitoring system usage and performance, patching, Backup and Recovery, file System Management, Process Automation, server installation and configuration, and third party Application Support.

  • Secure that your venture identifies trending opportunities for any individual agents, provides additional evaluations, and documents and communicates progress to Team Lead and User Support Management.

  • Be certain that your business performs a wide variety of end User Support functions and serves as a liaison with other Team Members to meet the goals of your organization.

  • Maintain, tune and repair applications in order to keep them performing according to technical and functional specifications; perform Preventive Maintenance activities; provide User Support.

  • Be certain that your organization installs and provides day to day end User Support of the Local Area Network by identifying, analyzing, testing and correcting program, machine, data, or procedural problems.

  • Collaborate with marketing and documentation/training staff to develop and deliver stakeholder and end User Support.

  • Provide direction for infrastructure and end User Support; deliver extraordinary Customer Service for end User Support.

  • Warrant that your operation provides specialized technical expertise and User Support necessary for day to day administration and maintenance of Retail and DeposIT Operations applications.

  • Warrant that your organization communicates successes and opportunities on a daily, weekly, monthly and quarterly basis to the User Support Leadership Team.

  • Provide project Management Support, Requirements Gathering, Quality Assurance/quality control, technical and end User Support for organization website solutions.

  • Provide application Thought Leadership and day to day analysis on project work, system enhancements, and end User Support.

  • Govern: installation and maintenance of personal computers, loading software, printer maintenance, imaging pcs, and providing local and remote end User Support.

  • Be accountable for during the modernization process, User Support has become a key concern, and consequently, Operational analyzing roles have become necessary to address and mitigate User Support issues.

  • Engage with Data Engineers and Product Managers to design application extensions (custom solutions) and provide end User Support for multiple modules in multiple geographies.

  • Be accountable for providing User Support related to Network Access, use of network or network Problem Resolution and ensuring that Application Software on file servers is current are significant aspects of the work.

  • Execute all Service Delivery tasks and activities against IT Service Delivery Support standards and practices for ensuring High Availability and performance services through timely and responsive level you User Support response.

  • Arrange that your business develops and maintains system User Support documentation and supports the development of Enterprise Application training materials.

  • Control: own and manage daily operations of the dam and content approval workflow/project Management System, acting as a main point of contact for training and User Support.

  • Help ensure systems and applications align with processes, drive value, and that training, and User Support are fit for purpose.

  • Arrange that your operation provides second level end User Support, installation, training, and configuration for hardware and software components.

  • Lead Change Management activities as creating and updating user documentation, conducting user demos and training, and providing User Support.

  • Ensure your group oversees the functions of Application Management, implementation, integration, and end User Support for Enterprise Applications.

  • Warrant that your project oversees the written documentation of procedures, policies and plans dealing with IT related Production Operations, netWork Management and end User Support matters.

  • Be accountable for partnering with support teams to monitor program end User Support issues and trends to identify and drive people, process, and Technology Solutions for program improvements.

  • Help improve the whole lifecycle of Infrastructure Services from inception and design throughout development, to deployment, User Support and refinement.

  • Manage work with the Information Technology and Information security Team to discover Innovative Solutions to User Support delivery issues.

  • Manage work with customers, account managers, and User Support specialists to analyze system functionality, processes, and requirements.

  • Gather and facilitatE Business process considerations, Solution Design and documentation, configuration, test, and end User Support.


Save time, empower your teams and effectively upgrade your processes with access to this practical User Support Toolkit and guide. Address common challenges with best-practice templates, step-by-step Work Plans and maturity diagnostics for any User Support related project.

Download the Toolkit and in Three Steps you will be guided from idea to implementation results.

The Toolkit contains the following practical and powerful enablers with new and updated User Support specific requirements:

STEP 1: Get your bearings

Start with...

  • The latest quick edition of the User Support Self Assessment book in PDF containing 49 requirements to perform a quickscan, get an overview and share with stakeholders.

Organized in a Data Driven improvement cycle RDMAICS (Recognize, Define, Measure, Analyze, Improve, Control and Sustain), check the…

  • Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation

Then find your goals...

STEP 2: Set concrete goals, tasks, dates and numbers you can track

Featuring 999 new and updated case-based questions, organized into seven core areas of Process Design, this Self-Assessment will help you identify areas in which User Support improvements can be made.

Examples; 10 of the 999 standard requirements:

  1. Where is training needed?

  2. What are the estimated costs of proposed changes?

  3. How do you measure improved User Support Service perception, and satisfaction?

  4. What training and capacity building actions are needed to implement proposed reforms?

  5. Who pays the cost?

  6. What User Support coordination do you need?

  7. How is progress measured?

  8. How do you measure lifecycle phases?

  9. Which stakeholder characteristics are analyzed?

  10. What is it like to work for you?

Complete the self assessment, on your own or with a team in a workshop setting. Use the workbook together with the self assessment requirements spreadsheet:

  • The workbook is the latest in-depth complete edition of the User Support book in PDF containing 994 requirements, which criteria correspond to the criteria in...

Your User Support self-assessment dashboard which gives you your dynamically prioritized projects-ready tool and shows your organization exactly what to do next:

  • The Self-Assessment Excel Dashboard; with the User Support Self-Assessment and Scorecard you will develop a clear picture of which User Support areas need attention, which requirements you should focus on and who will be responsible for them:

    • Shows your organization instant insight in areas for improvement: Auto generates reports, radar chart for maturity assessment, insights per process and participant and bespoke, ready to use, RACI Matrix
    • Gives you a professional Dashboard to guide and perform a thorough User Support Self-Assessment
    • Is secure: Ensures offline Data Protection of your Self-Assessment results
    • Dynamically prioritized projects-ready RACI Matrix shows your organization exactly what to do next:


STEP 3: Implement, Track, follow up and revise strategy

The outcomes of STEP 2, the self assessment, are the inputs for STEP 3; Start and manage User Support projects with the 62 implementation resources:

  • 62 step-by-step User Support Project Management Form Templates covering over 1500 User Support project requirements and success criteria:

Examples; 10 of the check box criteria:

  1. Cost Management Plan: Eac -estimate at completion, what is the total job expected to cost?

  2. Activity Cost Estimates: In which phase of the Acquisition Process cycle does source qualifications reside?

  3. Project Scope Statement: Will all User Support project issues be unconditionally tracked through the Issue Resolution process?

  4. Closing Process Group: Did the User Support Project Team have enough people to execute the User Support Project Plan?

  5. Source Selection Criteria: What are the guidelines regarding award without considerations?

  6. Scope Management Plan: Are Corrective Actions taken when actual results are substantially different from detailed User Support Project Plan (variances)?

  7. Initiating Process Group: During which stage of Risk planning are risks prioritized based on probability and impact?

  8. Cost Management Plan: Is your organization certified as a supplier, wholesaler, regular dealer, or manufacturer of corresponding products/supplies?

  9. Procurement Audit: Was a formal review of tenders received undertaken?

  10. Activity Cost Estimates: What procedures are put in place regarding bidding and cost comparisons, if any?

Step-by-step and complete User Support Project Management Forms and Templates including check box criteria and templates.

1.0 Initiating Process Group:

2.0 Planning Process Group:

3.0 Executing Process Group:

  • 3.1 Team Member Status Report
  • 3.2 Change Request
  • 3.3 Change Log
  • 3.4 Decision Log
  • 3.5 Quality Audit
  • 3.6 Team Directory
  • 3.7 Team Operating Agreement
  • 3.8 Team Performance Assessment
  • 3.9 Team Member Performance Assessment
  • 3.10 Issue Log

4.0 Monitoring and Controlling Process Group:

  • 4.1 User Support project Performance Report
  • 4.2 Variance Analysis
  • 4.3 Earned Value Status
  • 4.4 Risk Audit
  • 4.5 Contractor Status Report
  • 4.6 Formal Acceptance

5.0 Closing Process Group:

  • 5.1 Procurement Audit
  • 5.2 Contract Close-Out
  • 5.3 User Support project or Phase Close-Out
  • 5.4 Lessons Learned



With this Three Step process you will have all the tools you need for any User Support project with this in-depth User Support Toolkit.

In using the Toolkit you will be better able to:

  • Diagnose User Support projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices
  • Implement evidence-based Best Practice strategies aligned with overall goals
  • Integrate recent advances in User Support and put Process Design strategies into practice according to Best Practice guidelines

Defining, designing, creating, and implementing a process to solve a business challenge or meet a business objective is the most valuable role; In EVERY company, organization and department.

Unless you are talking a one-time, single-use project within a business, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, 'What are we really trying to accomplish here? And is there a different way to look at it?'

This Toolkit empowers people to do just that - whether their title is entrepreneur, manager, consultant, (Vice-)President, CxO etc... - they are the people who rule the future. They are the person who asks the right questions to make User Support investments work better.

This User Support All-Inclusive Toolkit enables You to be that person.


Includes lifetime updates

Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.