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If you have a question about any aspect of technical support and need an answer
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| Q |
Robert asks, Where can I go to find a framework for implementing a production support unit for an oracle data warehouse implementation that includes informatica and business objects?
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| A |
Robert, there are no standard frameworks per se, but I have some documents that might help you get started. Send me a request via Email with -Support Plan- in the Subject Line to RLast@thinkhdi.com and I'll send you what I have.
Robert Last
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Robert
Last
Content Manager
HDI
Bob Last has 18 years experience in the technical support industry as a software support manager, help desk manager, project manager, trainer and consultant.
He specializes in real time technical support management , developing metrics programs, teaching problem solving and troubleshooting methodologies, strategic planning for support centers and training for technical support personnel. He is the author of over two dozen white papers and articles on technical support operations and management. Based in Cleveland, OH, he is the Content Manager for HDI.
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