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Speaking at MIT Enterprise Forum (support strategies for startups)

By Phil Verghis on April 22, 2008

As I mentioned earlier, I will be speaking at the MIT Enterprise Forum at MIT tomorrow.

I’ve got a few thoughts jotted down, mostly on the key issues I see (and have personally seen before I defected to consulting) startups face when they finally get to thinking about support. Usually it is let’s build it and sell it (sometimes in reverse order!) and if support does come into play, it usually involves engineers doing support until too much of their time is ‘wasted’ with break-fix.

It was a pleasure building out a global support model at Akamai providing complex, award-winning support when we had over 15,000 servers to support and almost a million hits a second on the network. The whole philosophy was to build a support model to scale in an environment where a support call for break-fix was too late. By the time we figured out where the needle (your IP address) was in the haystack (among the million that *second*), it was too late. That was just to start the troubleshooting process…

Some of the philosophies are documented in my book, and more of it will be in the form of war stories we will talk about in my upcoming workshop, ‘Be the Voice of the Customer‘ on June 5th just outside Boston.

Comments

  1. The event went off quite well, the questions and conversations went on until almost 10 PM.

    Saw a replica of the famous MIT police car in the hack – where they put it on top of the ‘dome’ in 1994. http://hacks.mit.edu/Hacks/by_year/1994/cp_car/

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