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