Who Supports your Business Objects Enterprise internally?

[HCSOBOXI]

Hello All,

Who handles the support calls for your Business Objects Enterprise XI application? How many people support it? Is it demanding for your organization? I know this depends on the amount of people you are supporting but I am more looking for if it is a team, an administrator, and how many people.

Thank you!

 

[MJRBIM]

Rule #1 - it should never be a single Administrator. You should always have a team to cover vacations/illness, and employee departure.

We have 3.5 staff assigned to the internal Business Objects team supporting the infrastructure/content for 40+ national .NET SDK applications.

1 x Team Leader
2 x Technical Analyst/Support
.5 x Consultant (external)

The Technical Analyst/Support handle the day-to-day support issues...

- User Changes
- Content Changes
- End-User Problems (Help Desk)

The Team Leader and the Consultant co-ordinate...

- Project management/budgets
- Report-content standards
- Threat-Risk Assessment / compliance
- BOE infrastructure changes
- BOE release management
- Customer integration plans
- New BOE functionality

We are not in the Universe or Report Development business.

We provide the infrastructure / tools and the Report-content standards to our clients. They are then directed to select from an approved list of internal/external Universe or Report developers to generate their "content".

We are structured this way because there is no charge-back or "client-cost" to use the BOE infrastructure / tools - but they do have to cover the expenses of creating their "content".

 

[HCSOBOXI]

MJRBIM,

Thank you so much for this information. It helps me plan!