ABSTRACT
Although many project plans end when the software has been installed at the last site, the reality is that the project is not complete at that point. If the packaged software implementation is to be truly successful, the project team must ensure that the software is supported throughout its lifespan and that that support, as well as the system itself, continues to meet the end users’ expectations. That is no easy task, particularly because the postinstallation phase is the longest one.
