Making Support A Blast
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Making Support A Blast

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Scott Massey's session slide from Drupalcon Prage, 9/25/2013.

Scott Massey's session slide from Drupalcon Prage, 9/25/2013.

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    Making Support A Blast Making Support A Blast Presentation Transcript

    • Making Support a Blast Thursday, September 26, 13
    • Scott Massey Pantheon: Director of Customer Success Promet: Support Manager Catalyst Tech Group: Service & Support Manager @sukottokun scott@getpantheon.com Accidentally left in search bar during gotomeetings: “brad pitt real hair” “are kangaroos friendly” “chinese dog doesn't want a bath” And Who May You Be? Thursday, September 26, 13
    • Agenda Why support gets a bad rap Sustainable service products Case studies Tools Hiring Some philosophy/hand waving Thursday, September 26, 13
    • Why Offer Support? Thursday, September 26, 13
    • Credibility Thursday, September 26, 13
    • Service Products Anti-Products Products Call us when things are on fire Support Development Free bug fixes forever Release Management Services Completing overdue projects Sec/Contrib/Core Updates Thursday, September 26, 13
    • A TALE OF 3 MERCHANTS AND HOW THEY MADE SUPPORT WORK Thursday, September 26, 13
    • Arya Sitebuilder+ Freelance, Friends & Family <20 sites Problem: 5 hours/month/client Thursday, September 26, 13
    • Strategy Target: Existing Customers Objective: Monetize free & piecemeal work Thursday, September 26, 13
    • Messaging “Everything is a bug, so fix it for free” -Your site is custom, built w/Drupal I build supportable sites -Everything is billable, let’s make great tickets. Thursday, September 26, 13
    • Service Design Dev Support: Blocks/MR Blocks Ticketing System: zendesk+harvest, mojo? Monitoring: Managed Service Pingdom, PagerDuty, Hosting Decision Updates: Managed Service Droptor, git, drush QA Workflow Thursday, September 26, 13
    • Contracting Dev Support: 5 hours/ month 500 Monitoring 50 Updates 200* *<~24 hours over 1yr Thursday, September 26, 13
    • Rev. Projection Pre-MSA MRR MSA MRR ~400 750 Thursday, September 26, 13
    • Hodor9: a dev shop Established, Several sites/ month, 25+ FTE Problem: Disorganized, Sales dumps anything over the fence, burnout, broken promises, general devastation Thursday, September 26, 13
    • Strategy Target: Existing Customers, New Clients Objective: Make support sustainable Thursday, September 26, 13
    • Risks & Messaging “Support? Our D6 site runs in our intranet on WAMP; I will send you our VPN dongle requisition form!” We support working, supportable sites. Thursday, September 26, 13
    • Service Design Site Audit: Droptor, Google Insights, Pantheon (d.o:site_audit), Load Test Pre-Support Dev Hours: Agile Thursday, September 26, 13
    • Rev. Projection One time: Site Audit: 3200 Pre-Support:5000 MRR Updates: 500 Monitoring w/ SLA: 100 Annual 200 hour block @125: 25000 Total 40400 Thursday, September 26, 13
    • Joffrey Business Analyst, knows Drupal; speaks, writes englissh good Problem: Pay rent, bills Thursday, September 26, 13
    • Strategy Target: Dev Shops, C-level bloggers Objective: Content Management Thursday, September 26, 13
    • Service Design Wysiwyg, GA, QA, Publishing workflow Thursday, September 26, 13
    • Contracting MRR: 5 posts/month, image from Shutterstock, Approval Process Management, Copywriting@500/mo. (50/ hour eff. rate Thursday, September 26, 13
    • Project Mind, Support Mind Support is a collection of processes, not projects Processes for problems, incidents, requests, change management Standard = Repeatable Case = Investigative ITIL = Service Framework Thursday, September 26, 13
    • Kickoff Call Process How to create a ticket FAQ Face to Face Expectations Estimation is, by definition _____ . Onboarding Thursday, September 26, 13
    • Soft Skills + Technical Chops is hard Find someone good at one and WILLING TO LEARN the other Learn Drupal via Bench tasks NR Learn Soft Skills via: Verbal Judo CAXE: Clarity, Accuracy, eXecution, Empathy Metrics as tools for empowerment Hiring & Retention Thursday, September 26, 13
    • Leader: Does what is expected, something extra, and helps someone. Contributor: Does what is expected, something extra. Participant: Does only what is expected. Observer: Does less than what is expected. Detractor: Does less than what is expected and distracts someone else from doing what is expected. Hiring & Retention Thursday, September 26, 13
    • PROJECT DATE CLIENT HNED KAŽDÝ CONCLUSION TO THE DISKOTÉKA. Thursday, September 26, 13
    • Thursday, September 26, 13
    • THANK YOU! WHAT DID YOU THINK? Locate this session at the DrupalCon Prague website: https://prague2013.drupal.org/session/making-support-blast Click the “Take the survey” link Thursday, September 26, 13