Question: Is there any model or definition of the skills/resources that clients
should have to effectively use and support various Oracle products?
looking to do a gap analysis of what they need and what they have, and
to show where Advanced Customer Services can fill the gaps?
I get a lot of questions asked both internally and from our customers. I'm going to start posting the replies so that all will benefit.
Answer: Begin by going to Oracle University and do a job role guided learning path. There's really no model (that I know of), but I've created a decent checklist
which is a good starting point for a discussion with your customer.
Check this blog article out - 8 Habits of Highly Effective Oracle Support Users