Google Apps for Work User Manual
Page 86
Phase 3: Global Go-Live
86
Complete & execute the support plan | Best practices
Some best practices for designing your support strategy with
your project team:
•
Define the role of the Google Guides, the help desk, and the project
team at Go-Live.
•
Identify the escalation path for issues.
•
Communicate the Go-Live support strategy to everyone involved in
providing assistance at Go-Live.
•
Find a way to make support resources visible to users at Go-Live.
•
Keep your Google information updated: Add to your FAQs, and
communicate when global issues are resolved, etc.
•
Set up a walk-up help desk where users can work with support staff
to set up Gmail and Calendar on a mobile device or tablet.
A mobile station is a great way to help people quickly set up Gmail and
Calendar the day of Go-Live.
“We used 10-person video conferences
during Go-Live, and because we have
five different floors, we decided to have
hangouts with the different IT people on
different floors.
It worked so well that we’re already
planning to use it when we deploy for
our broadcast division.”
—Chris Blanding, IT and End User
Services Director, Journal
Communications
Journal Communications is a media