“Follow the Sun” Support Model for Business Intelligence
This article is a follow on from my previous one based on a two-tier support model. It covers my experience of deploying the “follow the sun” support concept into a business intelligence global solution and highlights the areas to review and recommendations when deploying this model in a support environment. By its basic definition, “follow-the-sun” means that support literally follows the sun—it’s a type of global workflow in which issues can be handled by and passed between
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