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Title: Message
In regards to
support of applications, some organizations adopt a very centralized approach -
where all applications support is largely provided with IT, including routine
maintenance of application dictionaries, system parameters, etc.
In other
organizations, a more decentralized approach is adopted - where most of the
day-to-day support of an application if done by the primary end user department
that utilizes the given application. In this approach, IT provides a second
level and more technical role - getting involved to deal with issues like
hardware/network, interfaces, custom report writing, software upgrades, etc. In
this applications support model, end user departments are encouraged to "own"
their applications, therefore having more direct control. The actual end user
department support staff are sometimes referred to as Super Users,
Application Administrators, or System Coordinators. The names may vary, but
the concept is generally the same.
Still, in other
organizations, a mixed approach may be adopted to applications support - where
some applications are supported in centralized approach and some in a
decentralized approach.
Anyway, for those
organizations that have some elements of the decentralized approach, I'm looking
for documents that you may have - such as:
(1) Job description
for the Super User role, or whatever you refer to it as.
(2) Document that
distinguishes the Super User role vs. the IT role, in supporting an application.
In other words, something that states clearly where the Super User role begins
and ends.
(3) Finally, please
comment back on how well (or not well) your facility is maintaining this support
model, what training is provided for new "Super User" and by whom, and do you
have an ongoing meeting and governance structure, to help facilitate the ongoing
communications between IT and your "Super Users"?
Thanks!
Rick Edwards
Senior Director - CIO
Howard County General
Hospital
5755 Cedar Lane
Columbia, MD 21044
v: (410) 740-7230
f: (410) 740-7565
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