As a Senior Systems Administrator at Temple, my team is tasked with the implementation and management of various high level systems used by the University. In my experience, the most difficult task with which we are faced is developing a cohesive process by which we can successfully upgrade, change or do away with a particular system. Our most recent transition is the migration from a self-hosted Learning Management System to managed hosting. The most challenging aspect of this process is not only getting the entire university on board, but also supporting the functionality of and switch to the new system. While it may sound minimal, this process involves supporting thousands of students and faculty members and their thousands of warranted questions about the new system.
How does a team of 5 support THAT many questions or concerns? Simple, it doesn’t! We have lots of help, however, support roles become intertwined and confusing, especially in IT and at an organization as big as Temple. In light of last week’s concepts, I am inclined to present a RACI matrix in order to assess support roles over the next few months of transition. Based on the 4 responsibility roles (Responsible, Accountable, Consulted, and Informed), I think support of the LMS transition could greatly benefit from performing a thorough role distinction matrix.
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