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Support Readiness Planning for Enterprise Software Companies Mike Bourn SSPA Conference 4/7/04
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Support Readiness Planning for Enterprise Software Companies
Mike Bourn SSPA Conference 4/7/04
Enterprise Support TrendsEnterprise 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
Product/Service Exceptions Cost Cycle
Make
Product Sustaining
Sell
Customer
Dig
ital F
iles
Value-Added Svcs
Customer Sustaining
Corporate SupportC
OS
T
CO
ST
EX
CEP
TIO
NS
Support System Overview
Support
Supply
Support
Demand
ProductSustaining
CustomerSustaining
CustomerSupport
Org
SustainingEngineering
Balancing Supply and Demand
Vendor Customer
Support System OverviewSupport System Overview
ProductSustaining
CustomerSustaining
CustomerSupport
Org
SustainingEngineering
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
Ready?Ready?
CustomerNewProduct, Release,or Acquisition
NewProduct, Release,or Acquisition
?Support &Services
Optional Approaches to Support Readiness Management
Optional Approaches to Support Readiness Management
Do Too LittleWait to be told
Do Too MuchAttempt to parallel entire Eng/Mkt effort and be connected to each piece
Do The Right AmountEnsure support organization readiness
Provide quality feedback and requirements
Represent existing customers
Ask right question at right time
Strategy for Launching New Internal SR ProcessStrategy 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
What U WantWhat 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.
ReleaseEverything done!
What U Want: 2 Major Concepts:#1 Product Supportability
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
What U Want: 2 Major Concepts:#2 Support Readiness
What U Want: 2 Major Concepts:#2 Support Readiness
Support Readiness Mgmt. (repeatable process):
Support ops process coordination / project mgmtSupport ops resourcesSupport ops trainingSupport ops communicationsSupport ops readiness management reporting
Readiness and SupportabilityReadiness and Supportability
Response Center
READINESS PROCESS
Field Services
READINESS PROCESS
Early Early awarenessawareness
Cross functional Cross functional CoordinationCoordination
Pre-release Pre-release SchedulingScheduling
Post Post RRBRRB
Early Early awarenessawareness
Cross functional Cross functional CoordinationCoordination
Pre-release Pre-release SchedulingScheduling
Post Post RRBRRB
Coo
rdin
atio
n /
Com
mun
icat
ion
Coordination / C
omm
unication
SUPPORT SERVICES
SUPPORTABILITYTRAININGSYSTEMS
Supportability Requirements
Make
CorporateSupport
Sell
Features
ProductSupportability
TechnologyRequirements
ProductService Models
MarketplaceRequirements
Existing Customer
Requirements
Strategy
Readiness Process:Early Awareness (>60 days)
Readiness Process:Early Awareness (>60 days)
Supportability review: What is it? What are the issues? What is the support/service model?3rd party contracting? Embedded technologies? Reselling? Tech Partners?Tech ownership and boundaries (e.g. open source)?Scope training requirements
Readiness Process:Early Awareness Typical Issues
Readiness Process:Early Awareness Typical Issues
Customer consequences for install/upgrade
Naming and numbering
Superceded releases or products?
Readiness Process:Cross-Functional Coord. (30-60 days pre-
release)
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
Readiness Process:Cross-Functional Coordination
(30-60 days pre-release)
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
Readiness Process: Pre-Release Scheduling
(0-30 days pre-release)
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
Tips for Exerting InfluenceCross-Functionally
Tips for Exerting InfluenceCross-Functionally
?
Marketing
Engineering
Customer Support“Mental Models”
Marketing’s ViewMarketing’s View
Perspectives and ChallengesPressure from Sales Force
Corporate strategy / Executive priorities
Competition
Announcements / Product Launch
Industry Analysts
Corporate Support Leverage PointsExisting customers / Sales force
Product “reality”
Development Engineering practices
Engineering’s ViewEngineering’s View
Perspectives and ChallengesSchedulesRequirementsResources
Corporate Support Leverage PointsRequirementsMetrics Contracts: OEM, Reselling, PartnerProduct knowledge
Customer Support ViewCustomer Support View?Perspectives and Challenges
Technical problem solvingPhonesExceptions
Corporate Support Leverage PointsEnterprise support definitionSupportability requirementsService modelsManagement reporting
Corporate Support ReadinessCorporate 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 department’s mental models and priorities.
Q & AQ & A
Mike Bourn (Dir. Response Center)
Teresa Powell(Mgr. Support Readiness)
For Additional Information, contact:
