We wish HelpDesk to be first line of defense on the deployed final system. Unfortunately we have experience of systems developed within the library, where the development group has to do end-user support.
Note that this does not really impact the project much, but is important to the department as such.
When to react?
When support tasks start going directly to the developers.
Start communication with HelpDesk about what is required to move the support tasks to HelpDesk. Take steps to better documentation and better support tools. Make training sessions with HelpDesk. Attempt to communicate to end users that support goes through HelpDesk.
The below persons are responsible for continuously monitoring and acting on this risk: