Reducing dependence on outsiders.
WHY IT MATTERS
Every change requiring the vendor is slow and expensive.
WHAT TO DEVELOP INTERNALLY
Configuration of common settings User and permission administration Report creation First-line support Understanding of how the system works
WHAT TO LEAVE TO SPECIALISTS
Complex customisation Upgrades, in some systems Integration development
WHAT TO NEGOTIATE INTO THE IMPLEMENTATION
Training of your administrators Documentation of configuration Access to change what you may
WHY THAT MUST BE EXPLICIT
Partners are not always incentivised to reduce your dependence.
WHO TO DEVELOP
People who will remain, and who understand the business.
WHY BUSINESS UNDERSTANDING MATTERS
Configuration decisions are business decisions.
WHAT SUPER USERS PROVIDE
Support within their area, and credibility.
WHAT TO PROVIDE THEM
Deeper training Time allocated for the role Recognition
WHY TIME SPECIFICALLY
Support added to a full workload is performed poorly.
WHAT TO DOCUMENT INTERNALLY
How each process is performed Configuration and its reasons Known issues and workarounds
WHY
It survives the departure of individuals.
WHAT TO AVOID
Knowledge held by one person.
