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Support - seeking to learn what (CA PPM) application support models are working well for large, multi-site implementations....

  • 1.  Support - seeking to learn what (CA PPM) application support models are working well for large, multi-site implementations....

    Posted 03-08-2019 12:58 PM

    Seeking to learn from the Community what application support models are working well for large, multi-site implementations.  We are early in the roll-out to several sites and need to build a robust support model for our large user base.   



  • 2.  Re: Support - seeking to learn what (CA PPM) application support models are working well for large, multi-site implementations....

    Posted 03-09-2019 12:00 AM

    We’re admittedly not a large implementation, but I thought I’d offer the following; not necessarily presented as a sequence. Hoping this helps spur some thoughts.

     

    • Develop and post an Investment Management Maturity Map.
    • Attach processes to the map to sketch the means to improve maturity over time.
    • Develop a set of lesson plans that address the processes to introduce.
    • Identify a set of Core Users to deliver those lessons to, with the expectation that they will deliver those materials to users in their respective Departments
    • Establish a communications plan to connect with those Core Users on a routine basis to foster a healthy rapport.
    • Rely as much as possible on CA-produced materials – for example the newly developed New UX guides, and then produce home-grown materials as needed.
    • Present a combination of these two pools of information at scheduled User Group session to foster your relationship with your Experts, and to empower them to be considered experts to their user base.
    • From this – providing the ‘How’ and the ‘Why’ to your Experts at satellite offices - you should be able to affect the volume and quality of application support requests that are filtering to the central office, relying on your SMEs to capture the bulk of the Tier 1-2 questions.
    • As new functionality is rolled out, you’ll have your core Experts who ‘Get it’ and can then put their Department-specific leanings to the materials that you’ve delivered to them.
    • Temper contributions (needs, wants) that your Experts bring back from their Departments with the view to completing the processes on the Investment Management Maturity Map and continued application support – allow for organic growth, while keeping “the Herd” together.
    • Remain as close to the 'vanilla' product functionality as possible, and when customization is required, homogenize the modifications as much as possible, and apply changes to the System Partition.