AUGUST 20229between the service provider, IT, and business unit ­ This standard project document is important for the implementation and day-to-day operations after going live. Some SAAS providers offer a self-service model with a truckload of flexibility, while others have a pay-per-configuration modification approach. In this RACI, identify the roles for: Who is ultimately responsible for configuring the functionality of the tool? What are the steps if dare I say, you do have customizations? Who reviews the release notes? Is the functionality automatically available or does the business need to opt-in through application settings? Who is responsible for entering in enhancement requests or reporting defects? A common understanding between the business and IT as to who will have access to configure the application is an important piece of the project plan and must be worked out with the software company. Upgrade, Patching, and Release Strategy, Configuration, and Maintenance ­ A task included in the preparation of go-live is to understand the maintenance strategy of the software by the provider. The software provider is responsible for sharing release notes, informing the company of outages or disruptions, and providing a method for defects and enhancement requests. Communicating that process to the stakeholders and incorporating the roles into the RACI mentioned above helps clarify those processes. We have had success in assigning the IT Business Systems Analyst the responsibility to coordinate and communicate the SAAS provider's updates with the business, identifying the impacts. SAAS providers make a lot of promises on the `available anywhere' solution deployed with unique expertise. There is still a place for IT to maintain visibility and control of the number of applications in the portfolio, ensure the security of the business data and network, and take the position of a business partner. We've learned that the stronger the partnership between the business and IT, the greater success in implementation. Good luck on your SAAS journey! In a perfect world, the software application delivers the exact functionality required by the business and everything is supported by the software provider, removing the overhead burden from the internal IT department
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