There is nothing like a smoothly running SharePoint support environment – but is that possible? In creating a great support SharePoint environment it helps foster great user adoption and great SharePoint champions. This presentation attempts to show a strategic approach where the questions to be answered on how to build a true support model for SharePoint be based on ‘What has to happen, why and where’?, and attempts to describe a basic support model of ten key steps; from knowing what resources make up your SharePoint environment to keeping in contact with customers.