Below is a practical, ready-to-use plan for SAP user training and ongoing user support you can adapt for any SAP module (ECC, S/4HANA, SuccessFactors, Ariba, Concur, etc.). It includes objectives, audience segmentation, a recommended curriculum, delivery methods, timeline, support model, measurement, sample agendas and templates you can copy.

Summary / goals

• Get end users productive quickly with minimal disruption to business processes.
• Reduce support tickets and system errors through targeted, role-based training.
• Provide fast, scalable ongoing support (helpdesk, knowledge base, super-user network).
• Measure adoption and continuously improve training/support materials.

1. Target audiences (with examples)

• Executive / Sponsor briefings (overview, KPIs)
• Process owners / power users (deep functional knowledge; can troubleshoot)
• End users by role (order entry, accounts payable, warehouse, HR)
• IT / Basis / Security (technical administration, transport, roles)
• Trainers / change agents (internal trainers who will teach others)

2. Core components of the program

• Role-based classroom training (virtual or in-person)
• Hands-on labs with system exercises (sandbox/IDES)
• Quick reference guides (1–2 page job aids)
• Step-by-step process guides (for complex multi-step transactions)
• Recorded micro-lessons (2–8 minute videos)
• Sandbox practice tasks and test scripts
• Certification for power users (assessments + badge)
• Knowledge base + searchable FAQ
• Tiered support model (helpdesk → super-user → functional consultant)
• Feedback loop and training refresh cadence

3. Sample curriculum (role-based modules) A. End user (business role) — typical 2–6 hour workshop per role

• System basics: login, navigation, personalization, Fiori tiles (15–30 min)
• Role-specific transactions and processes with practice (60–240 min)
• Data entry standards and mandatory fields (15–30 min)
• How to search and read reports/dashboards (15–45 min)
• Exceptions, common errors and troubleshooting (15–30 min)
• How/where to get help (ticketing, super-user) (10 min)

B. Power user / process owner — 1–3 days

• In-depth process walkthroughs across modules (order-to-cash, procure-to-pay)
• Configuration awareness (what influences their screens)
• Reporting and analytics (custom queries, Fiori apps)
• Testing and validating changes (UAT best practices)
• Coaching/coaching others and documentation practices

C. IT / Security — 1–3 days

• System architecture overview (landscape, transports)
• User and role administration, segregation of duties basics
• Backup/restore, patching window, performance checks
• Integration points and error handling

D. Executive overview — 30–60 minutes

• High-level process flows, KPIs, adoption dashboard, support model

4. Delivery methods & materials

• Instructor-led training (ILT): for initial rollout and complex tasks.
• Virtual instructor-led (VILT): live remote sessions with screen-sharing.
• On-demand microlearning: recorded short videos for just-in-time learning.
• Interactive e-learning modules: SCORM modules if you have an LMS.
• Job aids / quick reference cards: printable or digital 1–2 page steps.
• Simulation practice (WalkMe, SAP Enable Now or manual scripts).
• FAQ/Knowledge Base: Confluence, SharePoint, ServiceNow KB articles.
• Slack/Teams channel with pinned resources and super-user rota.

5. Example 90-minute end-user training agenda

• 0–10 min: Welcome, objectives, navigation basics
• 10–25 min: Demo: end-to-end process (e.g., create a sales order)
• 25–55 min: Guided hands-on exercise (in sandbox)
• 55–70 min: Common errors and how to fix them
• 70–80 min: Where to find help, raise tickets, escalation
• 80–90 min: Quick quiz / wrap-up and next steps

6. Support model (recommended, scalable)

• Tier 0: Self-service (KB, FAQs, videos) — target deflection of 30–50%.
• Tier 1: Helpdesk (phone/email/chat) — scripted solutions, knowledge base, ticket creation.
• Tier 2: Super-users / functional SMEs — deeper business/process troubleshooting.
• Tier 3: SAP functional/technical consultants — configuration, transports, bugs.
• Escalation SLA examples:
  • Tier 1 response: 1 business hour
  • Tier 2 response: 4 business hours
  • Critical (production down): Immediate phone escalation, 2-hour resolution target

7. Knowledge base / documentation structure

• Home page with role links
• How-to articles (short, step-by-step)
• Process flows (end-to-end)
• Troubleshooting guides (error messages with screenshots)
• Video library (tagged by role and process)
• Release notes and changes (what changed, who it impacts, training required)

8. Metrics to track

• Training completion rate by role
• Time-to-productivity (self-reported or measured by ticket volume)
• Support ticket volume by category before/after training
• First-contact resolution rate
• Average time-to-resolution
• Knowledge base usage and article helpfulness ratings
• User satisfaction (CSAT) after helpdesk interactions and training sessions

9. Rollout timeline (example for a medium-sized organization, 4–8 weeks) Week 0: Planning — identify audiences, map processes, prepare environment Week 1: Develop materials (job aids, scripts, videos) Week 2: Train-the-trainer / power users Week 3–4: Role-based end-user training (sprints by dept) Week 4–6: Go-live support (hypercare) with super-user shifts Week 6+: Handover to steady-state support, ongoing microlearning updates

10. Hypercare / Go-live support recommendations

• On-site or virtual super-user shifts for first 2–4 weeks post go-live
• Daily standups for first week to capture issues and training gaps
• Rapid updates to KB and job aids as new issues surface
• Temporary increased helpdesk staffing for peak days

11. Suggested templates and quick deliverables (I can produce these on request)

• 1–2 page role-based job aid template (with screenshots)
• 30–90 minute training slide deck template
• Hands-on exercise script with test data
• Knowledge base article template
• Ticket intake/triage script
• Super-user rota and escalation matrix

12. Tools & technologies commonly used

• Recording: Loom, Camtasia
• Simulations / in-app guidance: SAP Enable Now, WalkMe
• LMS: Cornerstone, SAP Litmos, Moodle
• Ticketing/KB: ServiceNow, Jira Service Desk, Zendesk, Confluence
• Communication: Microsoft Teams, Slack
• Reporting: SAP Analytics Cloud, Power BI, embedded Fiori analytics

13. Best practices and tips

• Train in the system (not just slides)—practice beats passive learning.
• Keep materials concise and task-focused (job aids for day 1 tasks).
• Use real examples and real data where possible in sandbox.
• Empower and compensate super-users; they’re your front-line trainers.
• Iterate quickly: update KB within 24–48 hours for recurring issues.
• Use microlearning for refresher training after releases or process changes.
• Track the “why” for errors — often root cause is process or configuration, not user skill.

Next steps I can take for you (pick any and I’ll deliver):

• Build a custom role-based curriculum for your specific SAP modules and number of users.
• Draft a sample 1–2 page job aid for a specific transaction (e.g., create purchase order).
• Create a 60–90 minute training slide deck and hands-on exercise script.
• Design the tiered support SLA matrix and an escalation playbook.
• Produce a checklist and timeline for go-live hypercare.

Tell me which deliverable you want first (for example: “job aid for creating purchase orders in S/4HANA” or “training deck + hands-on script for sales order entry”) and I’ll produce it.