support readiness planning for enterprise software companies mike bourn sspa conference 4/7/04
TRANSCRIPT
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Support Readiness Planning for Enterprise Software Companies
Mike Bourn SSPA Conference 4/7/04
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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
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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
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Support System Overview
Support
Supply
Support
Demand
ProductSustaining
CustomerSustaining
CustomerSupport
Org
SustainingEngineering
Balancing Supply and Demand
Vendor Customer
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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
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Ready?Ready?
CustomerNewProduct, Release,or Acquisition
NewProduct, Release,or Acquisition
?Support &Services
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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
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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
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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!
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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
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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
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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
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Supportability Requirements
Make
CorporateSupport
Sell
Features
ProductSupportability
TechnologyRequirements
ProductService Models
MarketplaceRequirements
Existing Customer
Requirements
Strategy
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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
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Readiness Process:Early Awareness Typical Issues
Readiness Process:Early Awareness Typical Issues
Customer consequences for install/upgrade
Naming and numbering
Superceded releases or products?
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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
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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
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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
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Tips for Exerting InfluenceCross-Functionally
Tips for Exerting InfluenceCross-Functionally
?
Marketing
Engineering
Customer Support“Mental Models”
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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
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Engineering’s ViewEngineering’s View
Perspectives and ChallengesSchedulesRequirementsResources
Corporate Support Leverage PointsRequirementsMetrics Contracts: OEM, Reselling, PartnerProduct knowledge
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Customer Support ViewCustomer Support View?Perspectives and Challenges
Technical problem solvingPhonesExceptions
Corporate Support Leverage PointsEnterprise support definitionSupportability requirementsService modelsManagement reporting
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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.
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Q & AQ & A
Mike Bourn (Dir. Response Center)
Teresa Powell(Mgr. Support Readiness)
For Additional Information, contact: