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Support Readiness Planning for Enterprise Software Companies Mike Bourn SSPA Conference 4/7/04.

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Presentation on theme: "Support Readiness Planning for Enterprise Software Companies Mike Bourn SSPA Conference 4/7/04."— Presentation transcript:

1 Support Readiness Planning for Enterprise Software Companies Mike Bourn SSPA Conference 4/7/04

2 Enterprise Support Trends Complexity and Integration Options Mission-Critical Consolidation – largeness Outsourcing, Hosting, Managed Applications Open Source Lowering TCO for Sys Mgmt Security and Accountability Increased troubleshooting discovery, definition, and resolution times

3 Product/Service Exceptions Cost Cycle Make Product Sustaining Sell Customer Digital Files Value- Added Svcs Customer Sustaining Corporate Support COST EXCEPTIONS

4 Support System Overview Support Supply Support Demand Product Sustaining Customer Sustaining Customer Support Org Sustaining Engineering Balancing Supply and Demand VendorCustomer

5 Support System Overview Product Sustaining Customer Sustaining Customer Support Org Sustaining Engineering Compromises in Customer Response, Product Quality, Completeness, & Scheduling Increase Demand More exceptions, interruptions, and escalations … impacting resources, schedules, and quality Downward Spiral of Compromises Supply Demand

6 Ready? Customer New Product, Release, or Acquisition New Product, Release, or Acquisition ? Support & Services

7 Optional Approaches to Support Readiness Management Do Too Little Wait to be told Do Too Much Attempt to parallel entire Eng/Mkt effort and be connected to each piece Do The Right Amount Ensure support organization readiness Provide quality feedback and requirements Represent existing customers Ask right question at right time

8 Strategy for Launching New Internal SR Process Determine best internal method for detecting and tracking new products before launch Idea/Requirements Development sequence Marketing management Determine what you want and when you want it from the other organizations Executive commitment

9 What U Want Early Awareness (> 60 days pre-release) What is it? Specifications/Requirements. What are the issues? Who owns them? What is the plan? Cross Functional Coordination (30-60 days pre- release) Execution of the plan underway. Pre-Release Scheduling (0-30 days pre-release) Readiness deliverables: training, comms, services, systems, etc. Release Everything done!

10 What U Want: 2 Major Concepts: #1 Product Supportability Supportability Requirements (variable process): Product impact on customers Product supportability assessment Product technology inventory: skills requirements Product boundaries and positioning: corporate commitment Product service models

11 What U Want: 2 Major Concepts: #2 Support Readiness Support Readiness Mgmt. (repeatable process): Support ops process coordination / project mgmt Support ops resources Support ops training Support ops communications Support ops readiness management reporting

12 Readiness and Supportability Response Center READINESS PROCESS Field Services READINESS PROCESS Early awareness Cross functional Coordination Pre-release Scheduling Post RRB Early awareness Cross functional Coordination Pre-release Scheduling Post RRB Coordination / Communication SUPPORT SERVICES SUPPORTABILITY TRAINING SYSTEMS

13 Supportability Requirements Make Corporate Support Sell Features Product Supportability Technology Requirements Product Service Models Marketplace Requirements Existing Customer Requirements Strategy

14 Readiness Process: Early Awareness (>60 days) Supportability review: What is it? What are the issues? What is the support/service model? 3 rd party contracting? Embedded technologies? Reselling? Tech Partners? Tech ownership and boundaries (e.g. open source)? Scope training requirements

15 Readiness Process: Early Awareness Typical Issues Customer consequences for install/upgrade Naming and numbering Superceded releases or products?

16 Readiness Process: Cross-Functional Coord. (30-60 days pre-release) Lock in the operational readiness game plan Services description Systems plan Training plan Resources plan Necessary pre-release inputs/outputs from other organizations

17 Readiness Process: Cross-Functional Coordination (30-60 days pre-release) Communications plan Projected release compatibility Consequent impact on existing customer base Integration restrictions Compatibility with other products

18 Readiness Process: Pre-Release Scheduling (0-30 days pre-release) Training dates Early drops of the product Systems readiness Internal readiness communications Customer communications draft Final days Q/A test data review

19 Tips for Exerting Influence Cross-Functionally ? Marketing Engineering Customer Support Mental Models

20 Marketings View Perspectives and Challenges Pressure from Sales Force Corporate strategy / Executive priorities Competition Announcements / Product Launch Industry Analysts Corporate Support Leverage Points Existing customers / Sales force Product reality Development Engineering practices

21 Engineerings View Perspectives and Challenges Schedules Requirements Resources Corporate Support Leverage Points Requirements Metrics Contracts: OEM, Reselling, Partner Product knowledge

22 Customer Support View ? Perspectives and Challenges Technical problem solving Phones Exceptions Corporate Support Leverage Points Enterprise support definition Supportability requirements Service models Management reporting

23 Corporate Support Readiness Corporate Support is: All other value delivered to customer. Every department – Customer Support, Sustaining Eng, Sales, PS, Education needs a Readiness Process. Know what you want and ask the right questions at the right time. Understand other departments mental models and priorities.

24 Q & A Mike Bourn (Dir. Response Center) 714-327-7119 mbourn@filenet.com Teresa Powell (Mgr. Support Readiness) 714-327-3906 tpowell@filenet.com For Additional Information, contact:


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