All Apps, What About Suport

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How to organise support for open source content management systems like Joomla and WordPress and its extensions and plugins

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All Apps, What About Suport

  1. 1. All AppsWhat About Support...?
  2. 2. Yes, We Have An IT Strategy
  3. 3. We Have Contracts And Licenses
  4. 4. And A Geek Squad
  5. 5. And Business Requirements
  6. 6. Yes, We Can!
  7. 7. Yes, We Can! Yeah, Sure!
  8. 8. “85% Use Open Source Software”
  9. 9. ...Pretty Close To 100%
  10. 10. Where Is It?
  11. 11. How To Govern?
  12. 12. How To Manage The Devil?
  13. 13. Do A Survey
  14. 14. Internal Support Capabilities?
  15. 15. External Support Options• Stack support• Using consultants• Training• Product support• Community support• Hiring project developers
  16. 16. 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?
  17. 17. 2. Using Consultants• No or small internal staff• On the job training• Remain on call• May become costly
  18. 18. 3. Training• Get knowledge within your staff• Improves morale
  19. 19. 4. Product Support• From open source vendors• Professional support• Direct access to development team
  20. 20. 5. Community Support• Discussion forums• Mailing Lists• Wiki’s• Support fall outside of management• Same support level for everyone
  21. 21. 6. Hiring Project Developers• Specialized core team members• Direct changes to the source code• Customer influence on project• May become costly• Availability of talent
  22. 22. A Support Strategy In 90 Days • Month 1: Audit current use • Month 2: Devise a plan • Month 3: Roll out
  23. 23. 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?
  24. 24. 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
  25. 25. 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
  26. 26. Mix & Match • For development phase or production? • Level of business risk involved • Service Level Agreements • Escalation rules • Accountability
  27. 27. “And Now For SomethingCompletely Different”
  28. 28. Developers Develop
  29. 29. Designers Design
  30. 30. Consultants Consult
  31. 31. A Pizzaboy Delivers Pizza’s
  32. 32. And Your Client Needs ROI
  33. 33. Yes, Your Client Needs ROI Software Acquisition Cost Development Cost Maintenance Cost
  34. 34. Keep Them In The Dark?
  35. 35. Lock Them In?
  36. 36. Hand Over The Keys!
  37. 37. Get Serious About Support
  38. 38. Client’s Support Requirements• Type of Solution• Initial Investment• Business Critical• Open - Closed• Development skills• Number of users• User skills• Language skills
  39. 39. Support Methods• Documentation• Tutorial Videos• Wiki• Forum• Walkthrough• Ticket Support• Email• Phone Support• Knowledgebase• Live Chat• Webcast• Screen Sharing
  40. 40. Why Support Sucks• General availability• Support Methods• Initial Respons Time• Open - Closed• Development skills• Accountability• Cost• Lead time• Opening Hours• Expertise• Language•
  41. 41. Support Headache• Considered to be FREE• Time Consuming• Keeps you from getting new projects• Disturbing• Staff recruitment• Staff training• High attrition rates• Non core
  42. 42. 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
  43. 43. +++ General Warning +++ “You should usehttp://forum.joomla.org/ viewtopic.php? f=9&t=265772... “
  44. 44. Rule Number 1 Don’t Sell What YouCannotDeliver
  45. 45. Get In Control
  46. 46. “Support: The Missing Link” michel@opensourcesupportdesk.com www.opensourcesupportdesk.com www.twitter.com/osSupportDesk

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