Internal Smartsheet Department

Isis Taylor

Outside of an internal User Group, has anyone started an internal Smartsheet department?

A.J.

Hi @Isis Taylor, we've started a Smartsheet Community of Practice as the users in our organization span across dozens of business units. There is no Smartsheet department, per se. Happy to give lessons learned, though, for how we've scaled and grown the Community of Practice.

Isis Taylor

Thanks @A.J.

We've just started our user group and I can see interest is quickly growing within the organization. Looking for the best ways to establish governance and manage incoming requests.

A.J.

We have a two-path solution, really. Our partners in IT accept requests for licenses and troubleshooting of access via ServiceNow as that's the enterprise platform. They refer all requests for assistance with solutions, formulas, architecture, etc. to our Community of Practice. There's a running chat in Teams for quick answers and notifications. If somebody has a question that will require more than a quick answer, we essentially do ticket intake via Smartsheet and then those tickets get reviewed by a team of experts to help the user. All of the reviews and help is done on a volunteer basis as we all have "day jobs" and administering the community is not part of that.

Isis Taylor

Thanks @A.J.

That makes a lot of sense and sounds like a good place for us to start.

A.J.

@Isis Taylor , one thing we learned, and now have gotten good-at, is to have a really clear definittion of what is handled via the community of practice and what is done by sys admins. At first, lots of stumbles, now we've got it well-oiled.