Your support organization is responsible for handling ongoing questions, comments, and concerns from the organization. These responsibilities might be handled by your run team, your IT team, or a dedicated help desk. As with the run team, it is important to identify the members of this team early in the project so that they can be involved from the initial phases and learn about the new tools and processes as they are developed.
Consider everything we discussed in the organization design section. With that in mind, if you could work with the business to create the ideal organization to provide ongoing support for the change, what would it look like?
Start by drawing the current organization structure. Next, draw the ideal new organization structure.