One of the important aspects when a SharePoint project has been initiated and completed (successfully or otherwise) is who supports what in terms of the deployment and various SharePoint related components. Previously I posted about what you would need to do in terms of starting a SharePoint project and what you need to know from a project managers point of view.

This post is about what happens or should 'ideally' happen after your core SharePoint deployment has been carried out. Again these are only some example important technical aspects that I am highlighting. Each deployment will be unique so it's up to your project team and business to identify the approach for your post deployment support and maintenance of SharePoint as well as the supporting core infrastructure.

For example if we take some of my points about core infrastructure required for a SharePoint deployment, these essentially should also be part of your overall support process.

• Security and Identity - Active Directory or LDAP source
• SQL server for your SharePoint database(s)
• Network infrastructure
• System management and Monitoring capability
• Backup and Recovery

To establish clear lines of responsibility in some cases is somewhat difficult when your organisation has outsourced different aspects of your core infrastructure management to various vendors. I typically classify the following levels of support for the ongoing maintenance and support of a medium (3-6 servers) - large scale (6 or more servers) SharePoint deployment. This can be taken purely from the view of ongoing support for the core technical infrastructure and monitoring point of view to ensuring that your deployment can be used in the longer term to realise business value.

Core Platform Support

• Installing and Configuration of a multi server SharePoint farm
• Integrated monitoring and management of a SharePoint farm solution
• Database maintenance and optimisation on an ongoing basis for SharePoint content databases
• Troubleshooting issues when they arise and provide pro active support on each component that relates to a SharePoint farm deployment
• Provide infrastructure updates and service pack update schedules as they become available
• Manage the release process of new functionality and ensuring service continuity
• Apply Service packs to each component consisting of the SharePoint farm

Administration Support

• Day to day support of the SharePoint functionality (Sites, Lists, Content Types etc or specific business functionality built using these)
• Training of power users as and when required
• Provision a site management and life cycle option for self service site management
• Establish end user support options using existing SharePoint functionality
• Provide end user support in conjunction with business initiatives using SharePoint functionality

Configuration Support

• Provide configuration for SharePoint specific roles (ex: Search, Index, Query, Excel Services etc)
• Ensuring that all SharePoint configurations are documented
• Any new functionality or features that requires to be deployed goes through a formal SDLC process and have been tested accordingly

Again the who does what is somewhat confusing. If your SharePoint deployment is mission critical it will pay dividends to chose an on premise or in house staff member to manage the whole process of managing support process. They do not necessarily need to have full blown technical skills but the ability to manage the relationships between various vendors and providers who may potentially be involved in your SharePoint implementation is crucial and an overall Enterprise view of what can be delivered using the platform is of most value. Remember that your business value realisation happens "post" deployment. No matter how good your project team was it's the ongoing maintenance and nurturing of the SharePoint platform that will give you the ROI.

Feel free to comment and add your thoughts... most interested to hear from the wider community.