So, right now, I don’t know who should be managing Google Apps, there isn’t a clear policy currently.
It doesn’t make sense the Community Ops manages this, even if they have historically managed it. It’s simply not an operations tool. It definitely fits under the MCWS umbrella, though.
I’m wondering if it would make sense to split responsibilities of it like this:
- User Management
- Organisational Management
- Account Configuration
- General administration of the account
- Creating admin users (including for the Community Ops team)
- Tier 1 incident response
- Creating domains
- DNS records
- SPF records, DKIM etc
- Tier 2 incident response
MCWS Review Process
(this is ambiguous, I guess right now it’s new domains and misc: ReMo, new user accounts: community manager. the specifics of what this means is liable to change)
- Reviewing user accounts
- Deciding which accounts to keep
- Choosing domains
- Essentially tells ServiceDesk what to do (within scope), who tells Community Ops what to do
The Community Servicedesk guys have experience with handling tickets/workflow from the Community Hardware project. They’d be happy to take over general Google Apps and would give them scope to grow.