We, Support.

Yuval KedarVP Service on Demand & CTO

Ness Technologies

BIO

45, M+3, Yavne

Over 25 years of Management (& command) experience

Lieutenant-colonel (reserve)

Programmer, Infrastructure ,ex CIO

B.A Business Administration

M.A Political Science

VP Service on Demand – 300 employees , 80+ customers

CTO – 2 technological units, ITIL Master

Business Development

Product lifecycle twists to customer support

• First you imagine than creates

• POC/MVP

• First customer

• Build and package (main effort)

• Second and third customers

• While im(proving) your product Some customers use it and have question (and needs)

• Start support request changes – heavy load

• CRs turn to release turns to expectations for Service

• Did someone said SLA?

Creating while Supporting

Essential Capabilities you need while creating

You need to:• Communicate clearly and professionally

with your customers?

• Operate a 24 X 7 support service?

• Deliver multi language services ?

• Maintain technical knowledge through support layers?

• Understand customers from different cultures?

• Evaluate and improve your customer’s perception on your service and products ?

• Extract business data from customer support systems?

layers?

State of the art product creates Dilemma..

Customers or Product?

R&D Defocus?!..

or

Comprehensive Tailored SolutionReady to use

Recommended methodology for product support

Overall ability to operate an efficient, smart and high performance service facility

Don’t spend R&D money on Service set of tools

CRM &Reporting

Knowledge Base

NOC &Monitoring

Any language

InterpretingALL

AccessChannels

Service Management

How to create world wide?

Near shore

When you scale up – keep focused

• Operate field support in Israel and other locations

• Design, build and operate R&D labs private or public cloud

• Operate testing and QA• Training and change management• IT operations and experts: MS,

UNIX, DBA, Network, Telephony, etc.

• Operate logistic processes, inventory, purchasing

• Operate and measure other contractors

• Cloud services

Well … that’s a total waist of R&D money

You, Create.We, Support.

ThanksYuval.kedar@ness.com