If I would have been the project manager, I would have focused more on the implementation process. With this project being the first of its kind for Higher Ed, it needed a lot of research. While the project manger did a great job and knew a lot about the process, the service team did not. The service team would be the primary supporters of the systems once it was implemented. Support would come in the form of training documents, knowledge base articles, or general hands on training. The service desk team is responsible for taking calls and emails from users experiencing issues with the system. In order to troubleshoot these issues efficiently the service desk team should be familiar with the inputs, outputs, and the components of the system.
