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Governance Policies For Administration Within An LMS –

Governance policies of the learning management system

The government provides guidance, structure, and boundaries for a team to operate, communicate, and make decisions. It is an evolving life process that must be reviewed at regular intervals to ensure continued alignment with business needs. With good governance established, we will have the following benefits:

  • Empowers and ensures that the right people at the right level are making the right decisions
  • Improved decision making: known decision points, escalation points, and remediation routes
  • Faster problem resolution
  • Manage risks for LMS
  • Create a better quality guarantee for the LMS
  • Ensures LMS alignment with learning strategies and vision.
  • Establish standards and collaboration between different learning teams.
  • Create a story of why things have been done.

The next section talks about key governance policies for administration within an LMS in 3 key areas: security roles and permissions, support structure, and communication.

1. Security roles and permits

Different levels of access and administrative support are required to provide the required training for end users. The process of creating security roles and permissions associated with different roles must be audited and maintained.

Configure or remove security roles, including required approvals

Only the identified people in the administrative support group should have access to create security roles on the system. The team must validate and document the requirements for creating a new security role and submit the approval request. The security role must have an appropriate naming convention with a detailed description and the correct parent associated with nesting security roles. The security role must have all the required permissions selected and the required restrictions applied. The team must create the security role with the required permissions and restrictions based on LC approvals.

In general, the team should update the master list of security role permissions / restrictions documents with the details of the new role and should provide the required communication to affected stakeholders with details about the new security role.

Update a security role with new permissions

Only identified people in an administrative support group should have access to update security roles on the system. The team must validate and document the requirements to modify the security role and submit the approval request. They must update the security role with the required changes to approvals-based permissions and restrictions.

In general, the team should update the master list in the security role's permissions / restrictions document with the changes made to the role and provide the required communication to affected stakeholders with details about the modified security role.

Audit process: security roles and administrator access

Quarterly, the team must run a custom report in the Administrators Group to identify the last access date and time for administrators. The team should identify the list of administrators who have not had access to the system for the past two months along with their business unit.

In summary, the team should work with business stakeholders on the inactive list to identify the administrator to be removed from administrator access and update the administrator document with the deleted users along with the reason.

2. Support structure

The support structure must be well defined and handle all user and administrator problems. You must have clear definitions of roles and responsibilities for different levels of support teams. All tickets must be routed to the correct level of support and addressed in a timely manner to the end user. Support management should have clear levels of support and role responsibilities.

Level 1 support

Level 1 Support should handle basic user issues related to access or content launch issues. Level 1 Support must act on a request received from a phone call or ticket. They must validate and resolve tickets based on standard operating procedures. The team must reassign the ticket to Level 2 Support if the problem cannot be resolved according to standard operating procedures. Level 1 Support must be adequately trained in the standard operating procedures of an LMS based on the troubleshooting requirements.

Level 2 support

Level 2 Support must provide support on tickets that escalate from Level 1. Level 2 Support must own the tickets assigned by the Level 1 team to validate and resolve the ticket. The ticket must be reassigned to the Level 3 team if the ticket falls into the Level 3 category or needs additional support. The ticket must be assigned to Commercial Level Support if the ticket is specifically for commercial support.

Some of the Level 2 Support tasks are listed below:

  • Training load problem
  • Training record problem
  • Training completion problem

Level 3 support

Level 3 support should support higher level technical issues, certifications, version management and system wide issues. Level 3 Support must support Level 2. If any request requires a deeper understanding of the business or system landscape, they must support the full LMS. They must have a good working experience of the LMS functionalities along with an understanding of business processes and policies.

Some of the Level 3 Support tasks are listed below:

  • Content loading and testing
  • Creation of certifications
  • Group creation
  • Allocations
  • Custom report
  • System audit
  • New versions of the system
  • Technical troubleshooting

3. Communication and notifications

A clear definition of roles and responsibilities is required to configure notifications and communications for the system. This will ensure that the right communication is delivered to the required audience at the right time, with the right message, and with the appropriate action items.

System Email Management

The system administrator must configure the Standard System Default Email Management and Email Summary.

All system-wide email activation templates should be documented with details in a standard template and updated as necessary. The administrator must configure the standard email activation templates for different email actions applicable in the system. Activation of Global Standard email triggers should be set by an administrator based on the decision of the Governance Committee.

Administrators must understand the language and availability settings in the email area, which affects the delivery of email triggers. They must have a strong understanding of the catalog function and learning tasks in the system. They need to design the email message according to the approved format.

As a best practice, administrators should use the email labels available in the email message and validate / test the accuracy of the email messages.


The failure or success of an LMS depends on how we manage governance. In post-implementation, if there are no processes running, the system can become distorted very quickly. It is important not only to write the policies but to implement them. A learning management system requires training for its members regarding governance policies within the system for perfect business continuity.

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