Gartner Research

How to Govern the 'Superuser' Network

Published: 18 December 2007

ID: G00153503

Analyst(s): Pat Phelan


"Superusers" are a key link in the chain of business application support. Gartner answers questions that IT leaders ask about managing and maintaining these resources who belong to business but are important contributors to the IT organization's application support services.

Table Of Contents
  • 1. What's the best practice regarding superusers' relationships with the BACC?
  • 2. What's a typical superuser's role/responsibility list?
    • Day-to-Day User Support Roles/Responsibilities
    • IT Liaison Roles/Responsibilities
    • Continuous Improvement Roles/Responsibilities
    • Upgrade Roles/Responsibilities
  • 3. What's the ideal ratio of superuser to end user?
  • 4. What are the best practices for keeping superusers motivated when the function they're performing isn't their overall job, and they're probably not 100% dedicated to it?
  • 5. What are the best practices in monitoring and tracking superusers' suggestions and ideas, as well as the routine questions they answer for end users?
  • 6. What are the course-correction best practices when you aren't getting the preferred response/dedication from a superuser — that is, when a superuser becomes disengaged or isn't working out in the role he or she has been given?
  • 7. What are best-practice retention strategies for superusers, and for sustaining the superuser network?
  • 8. How are system updates (such as new procedures and system process documents) distributed to and from the superuser community?
  • 9. What's the best way to engage superusers in meetings, during which we want to disseminate information and solicit feedback?

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