On-Call and Incident Response: Lessons for Success | New Relic Since the teams may have different tasks, it is important to ensure that each team has a common understanding of goals, methods and company policies. One of the cornerstone principles of FTS is that certain assets are repeatedly shared between the offices at the end of the production circle or a working day so that the second team can continue the production/maintenance. Keeps Support and the business informed so IC can focus on resolution. 0000069194 00000 n There exist several case and field studies over the years, which resulted in challenges and best practices of FTS. Another documented case of FTS application was by Infosys [20] in 2005 where FTS was applied to small subsets of the project cycle. Because it is always daytime somewhere in the world, you need a way to support customers around the globe no matter what time zone they are in and without too much delay. The tools you use should emphasize team collaboration and the automation of reporting, scheduling, planning, and progress tracking. 0000013744 00000 n Establish goals: Define your goals around your customer's needs in each location you service. Rimini Street Managed Services for Salesforce clients benefit from the responsive, client-centric support model that Rimini Street is known for with its Oracle and SAP enterprise software support. Do you want to provide complete 24-hour service? But other companies may determine that they can meet their global support needs with other tactics. 0000065082 00000 n Because of these reasons FTS is best suited for Agile. [16] Josiane Kroll, Ita Richardson, Jorge LN Audy, and Jude Fernandez. These are reactive in nature. [15] Christian Visser and Rini van Solingen. And when they are working together within the FTS model, it only doubles the trouble. Rather than making the customer wait several hours until you can get back to working on a solution, follow the sun allows you to pass on the work to the next site. A follow the sun model can help your organization provide 24/7/365 support to customers across the globe, regardless of time or location. Shifting to a remote-based model streamlined our FTS approach with the ability to provide client services without opening an office location first. Agile also provides an opportunity for every team to maintain a sustainable pace of development i.e. Pearson Education India, 1995. Try another search, and we'll give it our best shot. This workflow model is specifically designed to help address customers' needs without regard to geolocation or time zone. Several reasons such as misinterpretation of specifications, multiple rework cycles, lack of proper coordination and communication between teams, time zone issues and cultural differences were attributed to the projects failure. Your follow the sun presentation service - YouTube are manually changeable. 0000002842 00000 n Outline your company's customer journey and experience with these 7 free customer journey map templates. Organize the data by cloud, region, compute instance, and more., Having this tool in your arsenal transforms project management and puts you in a better position to respond to security risks and downtime., Every piece of your infrastructure is laid out right in front of you, and you can easily filter diagrams based on the task at hand, removing unnecessary details, and even @mentioned specific users to direct them to the specific part of infrastructure that needs action to be taken. And that's where the follow the sun customer support model comes in. The result was that the project was completed in 5.5 weeks, while it was estimated to be completed in 6 weeks in non-FTS mode, so it reduced time. 5 are applied in practice. Stats around ticket volume by time of day will be your new best friend. When compared to traditional global software development, FTS workflow is more difficult to achieve. I am talking about the follow-the-sun model, or FTS for short. The University of Dar es Salaam Computing Centre is going to offer you in-class facilitation of all of the openEd 2.0 course modules against a moderate fee.<br /> 28. 0000063943 00000 n How Follow the Sun Model helps you Deliver 24/7 Global Support One of the ways to evaluate the efficiency of FTS is to compare the time taken to execute a project using traditional software development approaches vs FTS. This model ensures that none of your service locations are neglected or receive preferential treatment, especially if you work at a global company. But as you grow, you begin to standardize, build out streamlined processes, and build teams. Handoffs management in follow-the-sun software projects: a case study. The various composition features of this PowerPoint image like the design, color, text, etc. Depending on the answer, you might just need a globally-accessible FAQ page or Help Center rather than a team of people always on call. ITSM Support Model | Why is the ITSM support model so important? - ITarian System Sciences (HICSS), 2014 47th Hawaii International Conference on, pages 331339. With many sites all working on the same project, the daily handoff can become a bottleneckespecially if the other team doesnt understand the problem or if their work introduces a new problem. . I am talking about the follow-the-sun model, or FTS for short. ITIL Study Guide: Introduction to the Service Desk | Pluralsight For example, another Zendesk customer, Prezi, has teams in two locationsone in San Francisco and one in Budapest. Apart from the usual difficulties faced in globally distributed software development, FTS also has the additional challenges of managing daily job hand-offs. A follow the sun model can help your organization provide 24/7/365 support to customers across the globe, regardless of time or location. For others, keeping all major communication and production processes in a single office or at least legislation may make more sense. According to the FTS model concept, production and maintenance can be separated between locations in different time zones. But not every industry really requires that. Technology Tools and Infrastructure to Support FTS. Another group could start at 8:00 a.m. or 9:00 a.m. to support the Mountain and Pacific Time Zones. Positive messages from current users make selling to new customers much easier, and if you can deliver consistent service around the clock and delight your customers, positive feedback is sure to come your companys way. Some other day to day tasks enabled by software include logging time spent by developers, issue tracking, real time reporting, code reviews, and documentation. With this intuitive, cloud-based solution, everyone can work visually and collaborate in real time while building flowcharts, mockups, UML diagrams, and more. Calendar efficiency can be increased in a simple way by working overtime (overload mode), but this only improves the efficiency by 6%. Understand and optimize your cloud infrastructure today with Lucidscale. [5] Amar Gupta. Fourth IEEE International Conference "Follow the sun" is a service and support model designed to address customer's needs regardless of geographic location or time-zone. Treinen and Miller Frost [19] published a case documenting two cases of FTS implementation at IBM. There are numerous advantages if the FTS implementation is successful which are reduced time-to-market, reduced software costs, increased international relationships leading to better diversity among companies, etc. So how can companies of different sizes utilize that to their advantage? But other companies may determine Computer, 42(1):66-73, 2009. Nataliya Andreychuk is the CEO of Viseven. What is the Follow the Sun Customer Support Model? Infosys concluded that applicability of FTS was limited and highly specific to the nature of the task at hand. Figure 3: Comparing FTS model with other global workflows [1]. Nurture and grow your business with customer relationship management software. 3 levels of support delivery model. [20] ZONE, HOW INFOSYS MANAGES TIME. 0000002691 00000 n A clear path will help your troubleshooting teams and engineers coordinate and get to the bottom of the issue faster., Mastering the handoff process (moving project tasks from one team to the next) is probably the hardest, but most crucial, element of successfully implementing a follow the sun model. An optimal FTS configuration could raise the calendar efficiency as high as 71.4%. Follow the sun is also used in software, technology, and other sectors as a customer service model. Is a follow the sun model right for your IT and cloud teams? Oops! In case of any issues with the blog, please contact: guledalprashanth@gmail.com or berd.kreynen@hotmail.com. 0000067800 00000 n ', Successful businesses satisfy customer needsand for some businesses, especially those that have expanded globally, that means providing superior customer service and support 24 hoursin a row. Research concluded that nine aspects of management are important for improving hand-offs efficiency [16]: improving communication quality, ensure knowledge transfer between team members and production sites, management of hand-offs information, developing teams trust before and along the project, ensure compliance of deadlines, establishing time rules, providing proper technology and tools, delegating responsibility and coordination of task allocation. RUC 2003 reducing time to market using follow-the-sun techniques In its early days, this customer service approach only seemed feasible for big companies that had the resources to open and staff multiple offices around the world. In addition, team members in the Beijing office start at 7am, 9am, 1pm, and 2pm CST (China Standard Time). For example, our customer and partner Zuora offers 24/7/365 support coverage. Most of the current code repositories are cloud based and accessible across geographies. They are required to fill in a request form through a portal. 0000013504 00000 n By following the sun, the issue is worked on until it is resolved. Software development involving multiple global locations in different time zones is not always FTS if it does not satisfy all the criteria mentioned in the. This workflow model is specifically designed to help address customers' needs without regard to geolocation or time zone. Sure, this could mean 24/7/365. To visualize, we created the diagram below: Global customer support might not be necessary for every company, but it's important to begin using a global customer service model if you have international customers who are submitting tickets while you're asleep. It is commonly used and regarded as the "gold standard" in the field of presentation applications. Additionally, you won't have to hire any customer service reps to work a night shift -- meaning you'll have happier employees who are working reasonable hours. Implementing follow the sun methods in your global organization can be challenging. mobile handsets, firmware, e-commerce systems, and innovative supply chain management). As well, such expansion can always have a positive impact in terms of brand development and brand promotion. Here's how to deliver an experience that meets people's high and evolving expectations. Although these regions share the English language, there were cultural differences, for example, one culture has more emphasis on self-sufficiency; therefore they tend not to ask for help when problems come up. In A systematic literature review of best practices and challenges in follow-the-sun software development. That being said, we have a few tips for you if you decide to implement this model: Now, before you jump into a follow the sun customer support model, let's determine if it's necessary for your company. We would like some form of handover application within Microsoft teams to assist with a "Follow the Sun" support model. In creating a support structure based on this schedule, they examined the business units they needed to support and each region. You can update your preferences or unsubscribe at any time. It is defined as the percentage of all of the calendar time (e.g., 24 * 7 = 168 hours available per week) that is used productively for work, so, a 40-hour workweek utilizes 23.8 percent of the calendar workweek, showing that there is a lot of room for calendar efficiency improvement. 0000064464 00000 n Typical challenges such as coordination, communication and culture differences presents a bigger challenge to FTS than GSD, as FTS involves daily hand-offs. Now, what does this look like in action? The efficiency of the number of hours per day spent on actual development is much higher in the FTS model when compared with traditional software development [1]. Your global customers will appreciate that bugs and other issues can be resolved quickly and that they dont have to wait for a team in a different time zone to fix the problem. [7] Monica Yap. 0000067875 00000 n HICSS09. @|Q%q_2.gINPQ1Aq!>(ob@d9I8j3.a(fdb@n@8nZk;aza azv(;@ r endstream endobj 129 0 obj <>>>/Metadata 126 0 R/Outlines 108 0 R/PageLayout/SinglePage/Pages 123 0 R/Type/Catalog/ViewerPreferences<>>> endobj 130 0 obj <>/ExtGState<>/Font<>/ProcSet[/PDF/Text]/Properties<>/XObject<>>>/Rotate 0/Tabs/W/Thumb 109 0 R/TrimBox[0.0 0.0 612.0 792.0]/Type/Page>> endobj 131 0 obj [/ICCBased 142 0 R] endobj 132 0 obj <> endobj 133 0 obj <>stream Support Model Ppt Slides Download | PPT Images Gallery | PowerPoint FTS has many challenges associated with it and it also faces same challenges of GSD as it is a part of GSD. This means that one team takes over the task when the first team is over. The above principles allow FTS to be used in any knowledge work (not just software development). Modern day software development is spread more and more across national and international boundaries. It may take more time than anticipated to ask questions and receive answers. Believe it or not, the Covid-19 pandemic certainly influenced the decision to bring this powerful idea to life with local client support branches and personnel on every continent. A typical ITSM process can involve something as simple as an employee asking for a new laptop. The major benefit is the development duration or the potential in reducing the time-to-market. In Global Software Engineering Workshops (ICGSEW), 2013 IEEE 8th International Conference on, pages 1823. Another important benefit of the FTS model is the opportunity to learn more about new markets and lay the foundation for the further development of the definite regional market. [2] Murray R Millson, SP Raj, and David Wilemon. IEEE, 2013. If you plan well and start slowly to see what works and what doesnt, you can more easily scale your efforts and ramp up services until you meet your goals and satisfy customer expectations. Are you able to provide 24-hour service at this time? The sun never sets for businesses that rely on remote support, and global support, for customer service. Any issues can be resolved in near real time since theres always a team member ready to take action.. The ability of project management tools to integrate with development tools can help reduce the duration of project cycles in FTS. A global service model in place to keep every team member connected, consistent and making continual progress on projects, tasks, and bug fixes. Follow-the-sun paradigm background reading. Note that it will only suit some business models. CX is a top priority for financial services providers, and for good reason. These questions will help you determine if you have enough tickets coming in from each area in the world and if it's a standard practice to offer 24/7 support. [10] Eoin Conchir, Helena Holmstrom Olsson, Par J Agerfalk, and Brian Fitzgerald. 0000013987 00000 n The main reasons to use this approach are that you'll have faster problem solving, consistent levels of customer service, reasonable work hours, and you'll be able to branch into new markets.
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