Structure of System Support
There should be a chain of command through which issues can be escalated and system changes can be authorised. It is suggested that final approval on all system matters should reside with the System Owner. The remaining structure should be similar to the diagram below, whether or not it is formalised as a group.
The Functional Specialists should be primarily responsible for proactively resolving outstanding issues and documenting system functionality and business processes.
The Technical Specialists should be primarily responsible for maintaining the high availability and performance of the system in conjunction with the supplier and providing technical documentation.
The supplier must be an integral part of this structure.
The Communications Officer should ensure effective communication effectively with all interested parties throughout the system's lifetime.
The Advice Centre/Helpdesk personnel should be primarily responsible for all activities associated with the Advice Centre/Helpdesk.
The System Trainer(s) should be primarily responsible for all system training activities.
Dotted line communication and liaison must be maintained between the Head of the IT Service and the relevant Administrative Office to which the system relates (e.g. Finance Office for a Finance System) and the Chair of the User Group.
For information on issues covered by the System Support Group see our Roles and Responsibilities for Production Support template.
