Assessment 2019

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Service Level Agreements (SLAs)
This is a mechanism for which the program can be held accountable for timely and accurate support to end users.
- Level 1: Volunteered - SLAs do not exist for Super User support to end users.
- Level 2: Authorized - SLAs can be found in one or more departments for their Super User(s), but these SLAs are not connected and are more informal.
- Level 3: Chartered - The plan for a SUN end user support SLA has been documented and approved.
- Level 4: Governed - The SUN is performing against the SUN end user support SLA.
- Level 5: Matured - SUN SLA metrics are trended and periodically evaluated for relevance, and alignment with IT support services.
Notes

Metrics
These are defined, collected, and reported measurements of relating to end user support.
- Level 1: Volunteered - Metrics do not exist for end user support provided by Super Users.
- Level 2: Authorized - SLAs can be found in one or more departments for their Super User(s), but these SLAs are not connected and are more informal.
- Level 3: Chartered - The plan for a SUN end user support SLA has been documented and approved.
- Level 4: Governed - The SUN is performing against the SUN end user support SLA.
- Level 5:Matured - SUN SLA metrics are trended and periodically evaluated for relevance, and alignment with IT support services.
Notes

Organizational Workflow
Supporting organizations/partners are identified with expected engagement scenarios.
- Level 1: Volunteered - Organizational workflow is person dependent as needed.
- Level 2: Authorized - Organizational workflow is group by group. Functional areas with a Super User group may have established their own informal relationship with IT.
- Level 3: Chartered - Organizational workflow is documented and approved for the entire SUN with with necessary support organizations.
- Level 4: Governed - The SUN consistently follows the organizational workflow.
- Level 5:Matured - The SUN organizational workflow is periodically evaluated and updated for organizational relevance and alignment.
Notes

End User Support Process
A standard process for handling end user support requests that ensures the exected level of service.
- Level 1: Volunteered - No standard end user support process exists. End user support is handled person by person and case by case.
- Level 2: Authorized - An end user support process may exist, but is owned group by group and not centralized across all Super Users or Super Users groups.
- Level 3: Chartered - A SUN end user support process is documented, approved, and followed by the SUN.
- Level 4: Governed - The SUN end user support process includes and is approved by all support organizations and has been communicated enterprise wide.
- Level 5:Matured - The SUN end user support process has become the enterprise support process and is periodically evaluated based on end user feedback.
Notes

End User Communication
Planned, structured, and predictable communication to ensure end users receive accurate, relevant and timely information.
- Level 1: Volunteered - End user communication is not known.
- Level 2: Authorized - End user communication is planned and executed within a functional area Super User group.
- Level 3: Chartered - A SUN end user communication plan is documented and approved for the SUN.
- Level 4: Governed - The SUN performance to the SUN end user communication plan is reported.
- Level 5:Matured - The SUN end user communications are periodically evaluated based on end user and organizational feedback.
Notes

End User Documentation
Processes, procedures, and tools exist for engaging team members in a defined, structured, and repeatable way to create and sustain end user documentation. This can include any documentation that end users access to help them with their ongoing business process execution work.
- Level 1: Volunteered - Any training outside of projects is ad hoc, person dependent, not repeatable, and typically one-on-one.
- Level 2: Authorized - Up to date end user documentation exists within functional areas where a Super User group exists. This documentation is not shared outside of the functional area where it exists.
- Level 3: Chartered - A central end user documentation library exists with documentation standards.
- Level 4: Governed - New user training fulfillment is monitored and reported. End user skill and knowledge enhancement opportunities are consistently provided and available.
- Level 5:Matured - End users are self serving from the central end user documentation library and contributing to document accuracy.
Notes

End User Training
Training is provided for new users. Ongoing refresh and supplement training is provided for existing end users outside and between projects.
- Level 1: Volunteered - Any training outside of projects is ad hoc, person dependent, not repeatable, and typically one-on-one.
- Level 2: Authorized - Informal training can be found within functional areas where a Super User group exists. This training is not shared outside of the functional area where it exists.
- Level 3: Chartered - A new user training process is documented and followed. Periodic end user skills enhancement training is provided.
- Level 4: Governed - New user training fulfillment is monitored and reported. End user skill and knowledge enhancement opportunities are consistently provided and available.
- Level 5:Matured - End user performance is measured, correlated with end user training, and used as a tool for identifying training needs.
Notes

Project end user Hyper-care Service Level Agreements (SLAs) / end user and business area support.
Each project has a project SLA mechanism for which the project can be held accountable to timely and accurate support to users during hyper-care.
- Level 1: Volunteered - Business representatives may support end users as directed by the IT project hyper-care plan with little to no business ownership or connection to Super Users.
- Level 2: Authorized - Functional areas that have Super User groups may be included in hyper-care activities but are not officially a part of hyper-care SLAs.d by the IT project team.
- Level 3: Chartered - Super Users are an expected part of hyper-care support to the business but are not officially included in the hyper-care SLA.
- Level 4: Governed - Super Users are an expected part of hyper-care support to the business but are not officially included in the hyper-care SLA.
- Level 5:Matured - The SUN performance is tracked over projects and included in post project reviews to identify improvement opportunities with IT.
Notes

Metrics
Defined, collected, and reported measurements of project performance.
- Level 1: Volunteered - Super Users are not included or considered in project metrics.
- Level 2: Authorized - Project metrics may report that there was Super User engagement in some planned activities.
- Level 3: Chartered - The SUN reports agree upon participation in planned project activities.
- Level 4: Governed - The SUN has standard metrics used for projects where those are included in the IT metrics report.
- Level 5:Matured - SUN metrics are embedded in the IT project process and evaluated across projects to identify improvement opportunities.
Notes

Project organizational workflow
Supporting organizations/partners are identified with expected engagement scenarios for supporting project success.
- Level 1: Volunteered - Project organizational workflow to Super Users is ad-hoc and unpredictable.
- Level 2: Authorized - Project organizational workflow to organizations with a Super User group is on a project by project basis.
- Level 3: Chartered - Project organizational workflow is expected to include SUN involvement.
- Level 4: Governed - Project organizational workflow formally includes the SUN in a reapeatable way.
- Level 5:Matured - Project organizational workflow is facilitated by tools for tracking, reporting, and evaluating all workflows.
Notes

End User Communication
Communications directed at helping the end users prepare for the changes associated with the project.
- Level 1: Volunteered - All communication is controlled by the IT project team.
- Level 2: Authorized - For functional areas with an organized Super User group, IT project team communications are supplemented by the Super Users.
- Level 3: Chartered - IT project works with SUN on communications to end users.
- Level 4: Governed - The SUN is the business owner of end user communications for projects.
- Level 5:Matured - Project end user communications are evaluated for effectiveness and improvement opportunities.
Notes

Project Testing
Testing activities that serve to ensure the solutions being delivered by the project function as expected and meet business expectations.
- Level 1: Volunteered - Business representatives are selected by IT with business management with or without identification of Super User status.
- Level 2: Authorized - For functional areas with an organized Super User group, Super Users are included in testing resource decisions.
- Level 3: Chartered - The SUN is consulted for testing resource plans and decisions.
- Level 4: Governed - The SUN is formally included in project testing process/methodology in repeatable way.
- Level 5:Matured - SUN involvement in project testing is predictable per the IT project roadmap, and continously evaluated for improvement in post project reviews.
Notes

End User Documentation
Documentation end users need to help them with their new business process execution work based on project deliverables.
- Level 1: Volunteered - Controlled by the IT project team.
- Level 2: Authorized - The SUN is included in project plans for assisting in documentation creation but IT is still responsible.
- Level 3: Chartered - The SUN is included in project plans for assisting in documentation creation but IT is still responsible.
- Level 4: Governed - The SUN is responsible for project end user documentation completion associated with agreed project tracking and reporting.
- Level 5:Matured - Project end user documentation follows established SUN owned standards for creation, storage, maintenance, and self-service policies.
Notes

End User Training
Training content and deliver that supports end users learning how to use the new and changing functions and features being delivered by the project.
- Level 1: Volunteered - End user training is owned by IT project teams.
- Level 2: Authorized - For functional areas with an organized Super User group, end user training is owned by the IT project team using Super Users as training support.
- Level 3: Chartered - The SUN is included in project plans for supporting training content and delivery, but the IT project team is still responsible.
- Level 4: Governed - The SUN end user training deliverables are monitored, tracked and reported as in the agreed IT project plan.
- Level 5:Matured - Super Users create, deliver, and assess end user training according to SUN templates, standards, and procedures.
Notes

Executive Sponsor
Has identified and committed executive support and engagement.
- Level 1: Volunteered - No awareness for the need.
- Level 2: Authorized - Functional area executive support exists within the functions where a Super User group exists, but it not connected to other functional area executive support.
- Level 3: Chartered - An Executive Sponsor assumes the role.and show support through messaging and budget support.
- Level 4: Governed - The Executive Sponsor is supporting the SUN according to an agreed Executive Sponsor Engagement Plan.
- Level 5:Matured - The SUN has a performance health report that is an ongoing piece of Executive monitoring.
Notes

Super User Owner
Has assigned responsibility to ensure the program is performing to expected levels, is scalable, continually improving, and sustainable.
- Level 1: Volunteered - The Super User Owner role does not exist.
- Level 2: Authorized - The Super User Owner may exist by default as the functional area management with oversight of the local functional group.
- Level 3: Chartered - The Super User Owner is established and owns the budget and key partner relationships for the SUN.
- Level 4: Governed - The Super User Owner has established and manages cross-functional partner relationships.
- Level 5:Matured - The Super User Owner has accountability to the Steering Committee through budgetary responsibility and SUN health measurements.
Notes

Super User Leader
Has assigned responsibility for the ongoing execution of program performance.
- Level 1: Volunteered - A Super User Leader does not exist.
- Level 2: Authorized - A Super User Leader may exist within a functional group, but is only authorized within that group.
- Level 3: Chartered - The Super User Leader is established for the enterprise SUN.
- Level 4: Governed - The Super User Leader has SUN performance metrics expectations that are reported to the Executive Sponsor..
- Level 5:Matured - The Super User Leader has an established feedback and evaluation process for continuous improvement.
Notes

Steering Committee or Equivalent
Has identified a governing body to ensure program is performing to expected levels and across expected organizational structures.
- Level 1: Volunteered - No governing body exists.
- Level 2: Authorized - There may be a losely defined committee that is more awareness and partnering than oversight.
- Level 3: Chartered - A governance body exists and is engaged for creating continuous awareness and partnership across supporting organizations.
- Level 4: Governed - The governance committee receives and reviews a metrics report out to ensure goals and health targets are met.
- Level 5:Matured - A chair exists for the governance committee who plays an active role with the Executive Sponsor for improving the overall SUN health.
Notes

Budget
Has a dedicated and managed budget.
- Level 1: Volunteered - Budget does not exist for th e role of Super User.
- Level 2: Authorized - A budget may be established but typically is associated with ad hoc training for Super Users and spot awards, and managed by the budget owner.
- Level 3: Chartered - A SUN budget exists and is managed by the Super User Leader.
- Level 4: Governed - The SUN budget is part of the report-out to the governing committee.
- Level 5:Matured - The SUN budget is reviewed and adjusted to support the performance goals of the SUN.
Notes

Super User Role
Team member program performance is included in overall performance measurement, evaluation and review.
- Level 1: Volunteered - Responsibilities of a Super User are ad-hoc and person dependent.
- Level 2: Authorized - Super User responsibilities may be documented as a need by the Super User Leader and not by external expectation.
- Level 3: Chartered - The Super User role is formally documented in the SUN Charter.
- Level 4: Governed - The Super User role has been communicated enterprise wide.
- Level 5:Matured - HR has partnered to organizationally formalize the role.
Notes

Goals
Program performance goals are defined.
- Level 1: Volunteered - Goals do not exist for the Super User role.
- Level 2: Authorized - Goals are established for the support of business users in the functional area of the Super Users.
- Level 3: Chartered - Periodic goals are set and tracked for the Super User Leader, Super Users and for the SUN, and reported to the Executive Sponsor.
- Level 4: Governed - SUN goals are part of the report-out to the governing committee.
- Level 5:Matured - Goals are managed in a tool for tracking, evaluating, and improving goal identification and connection to performance expectations.
Notes

Performance Metrics
Program performance goals are tracked and reported.
- Level 1: Volunteered - Metrics do not exist for the Super User role.
- Level 2: Authorized - More informal measurements exist around time spent in user support.
- Level 3: Chartered - SUN metrics are established, monitored, and reported to the Executive Sponsor.
- Level 4: Governed - SUN metrics are part of the report-out to the governing committee.
- Level 5:Matured - Metrics are managed in a tool for tracking, evaluating, and improving thier support of the performance expectations.
Notes

Team Member Onboarding / Offboarding
Standard and repeatable way to manage bringing new members onto the team and transitioning people off of the team.
- Level 1: Volunteered - Individuals self identify themselves as a Super User, or they are given this designation by IT based on project participation. No member onboarding/offboarding process exists.
- Level 2: Authorized - Onboardiing processes are not shared across groups and are not standardized.
- Level 3: Chartered - A documented onboarding and offboarding process exists and is followed.
- Level 4: Governed - The onboarding and offboarding process has metrics that provide both historical and current execution of the process.
- Level 5:Matured - Evaluations are a part of the process to determine the effectiveness of the process and need for improvements.
Notes

Tenure and Succession Planning
Length of the Super User term and how the identification and nurturing of replacement Super Users occurs.
- Level 1: Volunteered - None exists.
- Level 2: Authorized - There are discussions for the need to establish tenure and succession planning, but no formal process exists.
- Level 3: Chartered - Length of a Super User term has been established and documented. Succession planning is set as a Super User expectation but it is not actively monitored.
- Level 4: Governed - Super User tenure is tracked and reported. All Super Users have an identified successor.
- Level 5:Matured - Tenure, turnover, and replacements are reviewed for improvement opportunities. Business management is actively engaged in ensuring their functional area is represented.
Notes

Management Engagement
Management of all team members is involved in the onboarding and ongoing performance review process.
- Level 1: Volunteered - Individual Super Users have their management ok to perform the ad-hoc, non-defined role.
- Level 2: Authorized - Functional area manager has approved the Super User team in their area. Super User managers are not actively invovled in team execution.
- Level 3: Chartered - Super User Leader has established regularactivity report-out to the managers of the Super Users.
- Level 4: Governed - Super Users have performance goals in their performance appraisals with their managers.
- Level 5:Matured - Periodic management evaluation is performed for process improvements that drive value into each business area.
Notes

Periodic Physical Workshop
Recurring event to get team members together for team work, goal setting, and for strengthening relationships.
- Level 1: Volunteered - Does not exist.
- Level 2: Authorized - May exist but only for specific functional areas with Super Users.
- Level 3: Chartered - Budget and expectations exist for a regular periodic in-person workshop.
- Level 4: Governed - Periodic workshop goals are tracked to SUN performance goals.
- Level 5:Matured - ROI is provided for periodic workshops.
Notes

Newsletter or Equivalent Comm Technology/Enabler
Mechanism(s) exist for consistently providing program updates to the business. This is separate from end user support or project specific communications.
- Level 1: Volunteered - Any regular communications are person dependent and not sustainable.
- Level 2: Authorized - Regular communications may exist but are functional area specific and not expected.
- Level 3: Chartered - Periodic communication to the end user audience from the SUN is expected.
- Level 4: Governed - A mechanism exists to monitor distribution and readership.
- Level 5:Matured - Communications archive exists and is available. Feedback mechanisms exist to provide evaluation of value to inform improvements.
Notes

Training and Education Plan for Team Members
Team members have planned opportunities to continue building their skills and knowledge.
- Level 1: Volunteered - Training is individually requested by a person filling the informal Super User role.
- Level 2: Authorized - Training is likely delivered through knowledge share sessions with IT, COE, or SME resources. Formal training is on a case by case basis.
- Level 3: Chartered - Super User Leader is identifying training needs for the group in technical and team competencies.
- Level 4: Governed - Training plans are established for team and individuals and budgeted.
- Level 5:Matured - Training plans are mapped to SUN performance expectations.
Notes

Partnership with IT
Consistent and predictable engagement with IT.
- Level 1: Volunteered - The relationship is person dependent and not formalized.
- Level 2: Authorized - The relationship is not formalized and is dependent upon the Super User Leader and management in the functional area.
- Level 3: Chartered - The Relationship is defined for project engagement, support workflow, and ad hoc educational support.
- Level 4: Governed - The SUN is formally included in IT project planning processes and formal support workflow.
- Level 5:Matured - Business user productivity is measured, monitored, and evaluated by projects and support. IT has SUN documented as partner in business user productivity.
Notes

Rewards and Recognition
Team and individual rewards and recognition are defined, planned, and executed.
- Level 1: Volunteered - Person dependent, not predictable or repeatable.
- Level 2: Authorized - Super User Leader in a functional area provides spot awards based on individual successes. Recognition my happen ad-hoc in department meetings.
- Level 3: Chartered - Super User Leader has budgeted for some level of rewards and recognition at team and individual levels.
- Level 4: Governed - Supplementing ad-hoc recognitions, metrics exist to predict and prove performance for rewards.
- Level 5:Matured - HR and partner organizations include partner rewards and recognition. External awards are targeted.
Notes

Step 1 of 31

Assessment

Service Level Agreements (SLAs)

Metrics

Organizational Workflow

End User Support Process

End User Communication

End User Documentation

End User Training

Project end user Hyper-care Service Level Agreements (SLAs) / end user and business area support.

Metrics

Project organizational workflow

End User Communication

Project Testing

End User Documentation

End User Training

Executive Sponsor

Super User Owner

Super User Leader

Steering Committee or Equivalent

Budget

Super User Role

Goals

Performance Metrics

Team Member Onboarding / Offboarding

Tenure and Succession Planning

Management Engagement

Periodic Physical Workshop

Newsletter or Equivalent Comm Technology/Enabler

Training and Education Plan for Team Members

Partnership with IT

Rewards and Recognition