Google Search Appliance Deployment Governance and Operational Models - Manual (Page 11)

11
Ongoing operations and support
As touched on briefly in the preceding sections, the GSA search solution must be maintained to a certain
degree moving forward.
First and foremost, help on issues from the Google Enterprise Support Organization is available for the
duration of your GSA license. That being said, there needs to be a person or a group familiar with and
responsible for the search within your organization. This person or group should:
● Have a
n understanding of the GSA search architecture, as deployed within your organization
●
Have an understanding of the GSA features and how they are configured as part of GSA Admin
functionality (either through the Admin Console or Admin APIs)
●
Be a guardian of any processes/standards put forth for on-boarding new content onto the GSA
●
Coordinate and plan any front end or user experience enhancements proposed
●
Run GSA search reports or provide assistance to anyone requesting a GSA search report
●
Stay up to date with new GSA releases and plan for regular GSA version updates (for example,
yearly)
●
Be the po int of contact for any GSA issues and raise any Google Support tickets when required
Ongoing search governance
Regardless of the type of search ownership model, it is important that a core team responsible for search
meet regularly to assess the effectiveness of search, and review outstanding priorities. For example, a
core team of the GSA business sponsors, system owners, administrators, and end-user stakeholders
might meet quarterly (or sooner if search is a high priority business area) to review user feedback, search
statistics, and the prioritization of improvement activities or upcoming areas to be “on-boarded” into the
search solution.
Analytics and metrics, and the way they shape solution refinement, are other important aspects in
continuing search governance. Search can be an important business indicator for an organization, with
intelligence gathered from search analytics and metrics.
The integration with an analytics service, such as Google Analytics, or a custom-built solution can provide
such
insights as: user sentiment, pain points, hot topics, guidance on product development, and so on.
Having a strategy for gathering and analyzing search metrics will drive more value from the search
solution in areas that may not be immediately visible.