Great, But How's The Support? PDF Print E-mail

 

Session: Great, But How's The Support?
Date: Wednesday, May 5, 2010
Time: 1:00 pm - 2:30 pm
Instructor: Michel van Agtmaal
Track: CMS Power Track
Audience: Businesspeople, Developers

Ahh, the dreaded question nearly all software developers face.

In the fast-moving world of Free Open Source Software, providing outstanding support is usually relegated to the "we'll deal with that later" column; but what if you could learn some proven effective ways to differentiate your business by shifting the Support Desk into the "mission-critical" column, and then following through on that best intention?

Created for open source software developers and their team members, "Great, But How's The Support?" will explore how to best implement and provide customer support and service for your software providers.

CEO of Netherlands-based Open Source Support Desk, Michel van Agtmaal will share with you how to take responsibility for open source initiatives to ensure you have the right support structures and contracts in place before launch. In an environment where software development teams pursue open source independently of the CIO and other IT leaders (and often without their knowledge) this must-attend session will help bridge the communication gap between the entrepreneurial "maverick" and the business-minded "nurturer" on your professional CM team.

Deciding which open source support options are best depends on a number of factors, including which open source software the organization deploys, how it is used, and what the organization's own software-support capabilities are. Your open source support needs will vary, depending upon the type and purpose of the software used. Organizations should also take future requirements into account when embarking on a support strategy.

Michel will give an overview of traditionally available types of support in the industry.  With a 90 day plan, he will help you in crafting a support strategy.

Key Points Covered:

  • How to create your support strategy to meet your clients' needs
  • How to use support as a strategic tool to differentiate your service
  • Persuasive techniques to encourage a team approach toward support
  • Effective techniques to communicate your plan
  • Q & A Session

 

This is an advanced session is for business decision-makers.

 

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Last Updated on Thursday, 15 April 2010 11:07