Managing the Production Data Warehouse in Visual Studio .NET

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Managing the Production Data Warehouse
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Details about resolution of the problem The question may have been answered or a technical glitch was xed Sometimes, resolution may be the generation of a bug x request or enhancement request in order to start the process of addressing this issue Once the feedback has been logged, the support team should work toward a resolution In many cases, questions can be immediately answered and problems can be resolved Sometimes additional resources are needed to help identify the source of the problem and determine what to do about it In some cases, IT and/or business management should be informed of an open problem For example, if the entire data warehouse database is down, all IT and business managers involved should be informed A series of guidelines and procedures should be developed to lay out problem escalation paths These are typically de ned by the severity of the problem and how much time has passed since the problem was reported and what type of service levels have been agreed to These guidelines may also include steps to take when service levels for the data warehouse have been compromised This is not unique to a data warehouse Most organizations already have guidelines and procedures in place for other systems that can serve as a starting point and can be adapted for the data warehouse Guidelines and procedures should include instruction for ongoing communication regarding open problems or issues The problem-tracking system may have an inquiry feature whereby anyone can see the status of reported problems However, if a problem has been reported but is still unresolved, then proactive communication is appropriate An e-mail should be sent to the requestor so that he or she knows that the support team is aware that there is still an open problem When possible, it is important to be speci c about the status of open problems If someone is actively working on the problem but hasn t gured it out yet, say so If the problem won t even be looked at until the end of next week, then communicate that too Once a decision has been made, the plan to address a problem or request should be communicated Sometimes a correction is made and put into production overnight More often, however, the solution to a problem will be bundled with other features to be released at some point in the future The timing and rationale is often the result of joint IT and business prioritization, as discussed in the next chapter If the work to address the request is signi cant enough, it may be put into the pool of other requests that will go through a larger planning process, as discussed in the section Planning for Expansion and Growth in 13 As decisions are made, it is important to ensure completion of the problem-solution loop The original requestor must be informed If he or she is not satis ed with the decision, then any outstanding concerns can be raised
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with management and/or the data warehouse decision makers, such as the executive steering committee or the DW business support group
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N O T E If no one is asking questions or requesting enhancements, then it is
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unlikely that anyone is using the data warehouse! Usually a few questions will arise even if the data warehouse is simply a new place to get the same reports Even more questions will be asked if the data warehouse is being used to think outside the box to better leverage data
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The problem-tracking system can also be used to help quantify how the data warehouse team is spending its time It can be useful to see over time the number of items reported, the number of items resolved, and the average time to resolve issues These can also be sorted by other attributes that are collected by the problem-tracking system, including the department or the severity of the problem
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