Gartner Research

Best Practices for Managing the ERP Superuser Network

Published: 17 May 2016

ID: G00295834

Analyst(s): Pat Phelan

Summary

Postimplementation ERP support requires commitment from the business and IT, but too often the superuser role is diluted over time. ERP leaders should follow these best practices to help business leaders manage and maintain an effective superuser network.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Formalize the Superuser Role to Ensure That Superusers Remain Engaged
  • Assign Ownership for Managing and Sustaining the Superuser Network
  • Define the Ratio of Superusers Needed to Support Your End-User Community
  • Provide the Information and Tools Needed to Perform the Role
  • Monitor Superuser Activities for Symptoms of Underlying Support Issues
  • Recognize and Reward Good Performance; Adjust Quickly When You Don't Get the Preferred Response or Dedication From a Superuser

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