What About Joomla Support at CMSExpo

All Apps What 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 Now For 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 Cost Development Cost Maintenance 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’t Sell What You Cannot Deliver

Get In Control

“ Support: The Missing Link” [email_address] www.opensourcesupportdesk.com www.twitter.com/osSupportDesk

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What About Joomla Support at CMSExpo

by Open Source Support Desk on May 10, 2009

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What About Joomla Support at CMSExpo — Presentation Transcript