ProductX2014

1. We, Support.
Yuval Kedar
VP Service on Demand & CTO
Ness Technologies

2. BIO
45, M+3, Yavne
Over 25 years of Management (& command) experience
Lieutenant-colonel (reserve)
Programmer, Infrastructure ,ex CIO
B.A Business Administration
M.A Political Science
VP Service on Demand – 300 employees , 80+ customers
CTO – 2 technological units, ITIL Master
Business Development

3. Product lifecycle twists to customer support
• First you imagine than creates
• POC/MVP
• First customer
• Build and package (main effort)
• Second and third customers
• While im(proving) your product Some customers use it and have
question (and needs)
• Start support request changes – heavy load
• CRs turn to release turns to expectations for Service
• Did someone said SLA?

4. Creating while Supporting

5. Essential Capabilities you need while creating
You need to:
• Communicate clearly and professionally
with your customers?
• Operate a 24 X 7 support service?
• Deliver multi language services ?
• Maintain technical knowledge through
support layers?
• Understand customers from different
cultures?
• Evaluate and improve your customer’s
perception on your service and products ?
• Extract business data from customer
support systems?
layers?

6. State of the art product creates Dilemma..
Customers or Product?
R&D Defocus?!..
or
Comprehensive
Tailored Solution
Ready to use

7. Recommended methodology for product support
Overall ability to operate an efficient, smart and high performance
service facility

8. Don’t spend R&D money on Service set of tools
CRM &
Reporting
Knowledge
Base
NOC &
Monitoring
Any
language
Interpreting
ALL
Access
Channels
Service
Management

9. How to create world wide?
Near shore

10. When you scale up – keep focused
• Operate field support in Israel and
other locations
• Design, build and operate R&D
labs private or public cloud
• Operate testing and QA
• Training and change management
• IT operations and experts: MS,
UNIX, DBA, Network, Telephony,
etc.
• Operate logistic processes,
inventory, purchasing
• Operate and measure other
contractors
• Cloud services

11. Well … that’s a total waist of R&D money

12. You, Create.
We, Support.

13. Thanks
Yuval.kedar@ness.com