* Now that your implementation is over, how do you/your organization manage the support of your InEight application? Have tried a hybrid approach, or maybe changed from one model to the next. Do you have any pros and cons if you have switched? * Dedicated application support specialist * Implementation team transitioned to ongoing support * Business champions / super users * Shared or hybrid support model * Other (please comment)

@Brittany.Dodson We use a hybrid support model, where the implementation team transitioned into ongoing support alongside business champions / super users. Overall, this has worked well. The business champions provide practical, deskside support and understand how the system is used day to day. They also act as a bridge back to our centralized Project Controls team, bringing forward user feedback, issues, and larger process improvements for review and resolution.

@Brittany.Dodson, it sounds like we're similar to Graham. I've been involved since the beginning (over 5 years ago) along with one other dedicated person, plus a handful of SMEs with whom we still meet regularly to discuss SOPs, lessons learned, best practices, training needs and enhancement requests. At this stage, end users typically know to reach out to their SMEs as the first line of defense. Depending on the nature of the request, the user will either be directed to published training materials or instructed to submit an IT ticket internally (integration or access issues). If it's an InEight issue, someone from my team or an SME with will submit the case to InEight and stay on it until it's closed. If it's an enhancement, my team will work with the appropriate SMEs to gather the requirements and submit the request to our InEight rep. We've shifted some training responsibility to our Talent Development team and some basic support to our Help Desk, but I feel like we'll always need dedicated resources to support InEight given the growth of our organization and the systems expertise required to properly support the users.

nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

How does your organization manage the InEight platform after go‑live?

Brittany.Dodson

Now that your implementation is over, how do you/your organization manage the support of your InEight application? Have tried a hybrid approach, or maybe changed from one model to the next. Do you have any pros and cons if you have switched?

Dedicated application support specialist
Implementation team transitioned to ongoing support
Business champions / super users
Shared or hybrid support model
Other (please comment)

Find more posts tagged with

implementation

Welcome!

It looks like you're new here or you are not signed in. Please sign into the community through your InEight credentials to be part of the conversation.

Quick Links

Can you help?

Unanswered Questions

Preconstruction folks, what's one thing that can make your job harder than it needs to be?
We've all encountered it at some time in our careers. Maybe it’s getting the right information from a project team, finding the latest documents, managing scope changes, or making sure nothing gets missed. Any tactics, shortcuts, or best practices you've learned along the way that could help others avoid the same fate? I…
Poll: What's Your Stand-Out Cost Management Lesson Learned?
Every project teaches us something new. What's the one thing you think is most important to carry into your next one? Share your perspective in the comments. A) Define scope as tightly as possible upfront B) Build more contingency into the original estimate C) Get cost visibility established earlier in the project D) Align…
Estimators: What Trends or Changes Are You Seeing In Your Work These Days?
As projects begin to move through 2026 planning and execution, what patterns are you seeing or anticipating in your estimates? Are there cost drivers, risk factors, or owner expectations that are influencing how you’re building (or will be) building budgets? Curious what’s standing out for you and what you’re adjusting for…