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“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 support locations in different time zones to increase responsiveness and reduce delays. This article covers the scenario of supporting a global business intelligence solution with it’s the head office in the UK along wi

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