all apps, what about suport
DESCRIPTION
How to organise support for open source content management systems like Joomla and WordPress and its extensions and pluginsTRANSCRIPT
All AppsWhat 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 NowFor 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 CostDevelopment CostMaintenance 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’tSell
WhatYou
CannotDeliver
Get In Control
“Support: The Missing Link”[email protected]
www.opensourcesupportdesk.comwww.twitter.com/osSupportDesk