Gartner Research

Invest in the Superuser Role to Improve ERP Support

Published: 22 April 2016

ID: G00295822

Analyst(s): Pat Phelan

Summary

Postimplementation ERP support requires commitment from the business and IT, but too often the superuser role is either understaffed or missing altogether. ERP leaders should ensure superusers are in place and have the right aptitude and skills to serve this important role.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Define the Superuser Role Prior to the ERP Implementation Going Live
  • Choose Superusers Based on Their Business Knowledge, System Aptitude and Soft Skills, Rather Than Their Availability
  • Superusers Should Report to the Business, Not the ERP CC
  • When Adopting a Postmodern ERP Scenario, Adjust the Superuser Role to Keep It Relevant and Effective
  • Watch for Situations That Can Cause the Superuser Role to Fail

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