All AppsWhat About Support...?

Yes, We Have An IT Strategy

We Have Contracts And Licenses

And A Geek Squad

And Business Requirements

Yes, We Can!

Yeah, Sure!Yes, We Can!

“85% Use Open Source Software”

...Pretty Close To 100%

Where Is It?

How To Govern?

How To Manage The Devil?

Do A Survey

Internal Support Capabilities?

External Support Options• Stack support• Using consultants• Training• Product support• Community support• Hiring project developers

1. Stack Support• Assembly of sets of

components• Services around these sets• Support for the most

popular software

• Control over budget, resources, vendor selection and technology utilisation?

2. Using Consultants• No or small internal staff• On the job training• Remain on call

• May become costly

3. Training• Get knowledge within your

staff• Improves morale

4. Product Support• From open source vendors• Professional support• Direct access to

development team

5. Community Support• Discussion forums• Mailing Lists• Wiki’s

• Support fall outside of management

• Same support level for everyone

6. Hiring Project Developers• Specialized core team

members• Direct changes to the

source code

• Customer influence on project

• May become costly• Availability of talent

A Support Strategy In 90 Days

• Month 1: Audit current use

• Month 2: Devise a plan

• Month 3: Roll out

Month 1: Audit Current Use• Compile a list

– Include unauthorized software

• Identify internal lead person

• Identify current support, if at all

• Determine ideal level of support– Business critical?– Production or internal

development?

Month 2: Devise A Plan• Get legal and purchasing on

board• Set expectations and explore

options• Review your budget• Evaluate open source as if it

were closed source commercial software

Month 3: Roll Out • Users expectations• Record sources for

community support• Survey existing IT suppliers

on level of open source expertise

• Evaluate additional open source suppliers

• Look at training and hiring capabilities

Mix & Match• For development phase or

production?• Level of business risk

involved

• Service Level Agreements• Escalation rules• Accountability

“And NowFor Something

Completely Different”

Developers Develop

Designers Design

Consultants Consult

A Pizzaboy Delivers Pizza’s

And Your Client Needs ROI

Yes, Your Client Needs ROI

Software Acquisition CostDevelopment CostMaintenance Cost

Keep Them In The Dark?

Lock Them In?

Hand Over The Keys!

Get Serious About Support

Client’s Support Requirements• Type of Solution• Initial Investment• Business Critical• Open - Closed• Development skills• Number of users• User skills• Language skills

Support Methods• Documentation• Tutorial Videos• Wiki• Forum• Walkthrough• Ticket Support• Email• Phone Support• Knowledgebase• Live Chat• Webcast• Screen Sharing

Why Support Sucks• General availability• Support Methods• Initial Respons Time• Open - Closed• Development skills• Accountability• Cost• Lead time• Opening Hours• Expertise • Language •

Support Headache• Considered to be FREE

• Time Consuming• Keeps you from getting new

projects• Disturbing• Staff recruitment• Staff training• High attrition rates

• Non core

Make Or Buy?• What is YOUR general

attitude towards Support

• Map Requirements and Support Methods

• Calculate cost• Calculate revenue, if any• Evaluate internal support

skills

+++ General Warning +++

“You should use http://forum.joomla.org/

viewtopic.php?f=9&t=265772... “

Rule Number 1

Don’tSell

WhatYou

CannotDeliver

Get In Control

“Support: The Missing Link”michel@opensourcesupportdesk.com

www.opensourcesupportdesk.comwww.twitter.com/osSupportDesk