Project v. Support structure

IN larger organizations…which we are all becoming…..the notion of having an analyst working on large projects ALSDO on-call for support problems is becoming a larger issue every day.

IBM’s approach has always been “protect” the engineers, have a “Frontline” of support who can access their development resources….but rarely does the client get to talk to the Developers.

Has anyone out there “divided” their Cloverleaf groups into two sections. Projects