Although the potential effect on time to market can be profound, at least conceptually, fts has enjoyed few documented industry successes because it is acknowledged to be extremely. A 247 support system allows them to become more effective in supporting their clients needs. Brian goes on to identify the benefits of a follow the sun model in terms of system failures and different time zones. Apr 07, 2014 follow the sun support models have been a significant part of the helpdesks are global software firms for a number of years. The traditional follow the sun model is a type of global workflow in which issues can be handled by and passed between offices in different time zones, increasing responsiveness and reducing delays. Yet whether and when to adopt this support model is a question just about every growing business comes to face.
The sun interacts with the earth throughthe sun interacts with the earth through electromagnetic radiation andand the the solar solar windwind image courtesy of national aeronautics and space administration. When referring to world wide mission critical customer support 24x7x365 for a software company that has support centers in europe, asia, and north america, and supports customers in different languages, what is a good definition for the term follow the sun model. First, lets clear up what follow the sun trading means. Which means that they are also ensuring the clients business is operational and productive at all times. The traditional follow the sun model is a type of global workflow in which issues can be. In this paper, we combine the results from prior work in fts and a design validation method conducted by experts to propose a software process model for fts development, named ftsspm follow the sun software process model. Posted by martin237 on feb 19, 2007 in vmware 0 comments. If your business intelligence solution is an onshore support model with all consultants based in the same timezone, its going to be difficult to arrange 247 support from one location. Follow the sun fts from here on is a rather intuitive idea. Powerpoint presentation introduction to the sun and. Feb 19, 2007 one of the interesting models that has arisen is the support model operating on a follow the sun model. If there are additional support requirements not covered by the subsequent sections, others may be added as needed.
I have had great success implementing follow the sun and ensuring technical support competency at remote locations. This increase can be as much as 10 to 25% depending on the geographic location of the tracking system. Somewhere around the world, a financial center is open for business, and banks and other institutions exchange currencies, every hour of the day and night with generally only minor gaps on the weekend. How to use presentation mode to present notes evernote help. Calls, incidents, problems and service requests are passed between groups in different time zones.
All the templates are created and designed by presentationgo. Depending on your support model, defines how easy it is to transition into a follow the sun model. For some companies, it means providing anytime, anywhere, 247365 support the original definition of the follow the sun model. Typically, this model creates a service system where one size fits all. Traditional technical support models follow a linear process that relies on individuals who solve problems themselves or hand them off as needed. This componend integrates an outline view to a presentation document into the desktop. The followthesun support model the traditional followthesun model is a type of global workflow in which issues can be handled by and passed between offices in different time zones to increase responsiveness and reduce delays. The followthesun support model was originally developed to provide round theclock customer service and has by now been widely adopted by companies. Ge capitals karen blackie manages a follow the sun operating model as vp of enterprise systems and data, she oversees a team of 180 people in nine countries.
A to india, in order for the work to be advanced while one team rests for the night. Followthesun support is the top worldwide standard of customer service. Previous versions include powerpoint 2016, powerpoint 20, powerpoint 2010, powerpoint 2007, and powerpoint 2003. Follow the sun the name follow the sun reflects the fact that in this model team members work during daytime hourswhatever those happen to be, based on their particular time zonesand that the model is designed to take advantage of the work time differences of onsite and offshore team members. One of the important concepts evolved in the past decade or so is the follow the sun fts software development. Follow the sun support has fast become the top worldwide standard of customer service. Single point of customer engagement production support teams structured by functional ability and business alignment.
If you continue browsing the site, you agree to the use of cookies on this website. Follow the sun model support process 24 02 04 06 12 1014 16 20. Oct 29, 2014 follow the sun is a workflow model in which work is passed on to the offices located in different time zones. The rangers rally 2020 saturday 4th april 2020 with mark walters. In follow the sun fts software projects, handoffs are performed at the beginning and the end of each working day shift. It was developed to provide roundtheclock customer service, literally. Global customer service with follow the sun support natterbox. While the australian team is sleeping, the uk team is answering calls, and the indian team is getting getting started. The follow the sun support model may not seem as costeffective immediately, because it requires a dedicated management team were aware of this concern as well. Ge capitals karen blackie manages a followthesun operating. In order for this to work, though, you need the right mix of people. Presentations are preferred over memos to meet your objective. How to follow the sun and provide great global support.
Follow the sun is a support model which works best for service desks that work around the clock, i. Follow the sun fts, a subfield of globally distributed software engineering gdse, is a type. The traditional followthesun model is a type of global work ow in which issues can be handled by and passed between offices in different time zones to increase responsiveness and reduce delays. Follow the sun workflow in global software development. Its a model that provides support for clients at all times of the day or night, every day. Improve remote support with a follow the sun model zendesk. Shift follows shift, and when adopted by client support programs, the sun never sets on service. Handoffs management in followthesun software projects.
Jira service desk is a very versatile tool and can be used to deliver smooth support services by a support. Establishing 24x7 global application support operations. The spot fx market is unique to any other market in the world, as trading is available 24hours a day. In this way work is done round the clock thereby reducing the project or support. In an outline view, the textual contents of presentation text objects from all presentation pages are presentet as a continous outline text. Access consultant level radiologists at any hour of the day, all year round. It might seem clever to setup a follow the sun business support model but reality sets in rather quickly when that model falls short of actually working. Improve remote support with a follow the sun model. It can be helpful as a sample to see how we create our powerpoint templates, graphics and diagrams.
Sun life family health center is a notforprofit organization providing health care to apache junction, casa grande, chandler, eloy, coolidge, florence, maricopa, oracle and san manuel. If handoffs are not properly managed, fts development may not result in benefits for the project. The concept is simple workflow is divided between different teams working in different timezones. A follow the sun data center is a data center that moves workloads to different geographic locations to more efficiently balance resources and demand. Solutions follow the sun support first contact resolution service experts centres of excellence cloud platform for service management digitally enabled. Apr 06, 20 strategy for establishing a global 24x7 application support service. The organization which we are using in our example has offices spread worldwide and the follow the sun support model works wonderfully well for it. Our team in new zealand will work morning until evening, until our team in london takes over for a few hours, followed by toronto, and then its back to new zealand. We provide radiology reporting 24 hours a day, 365 days a year, from major reporting hubs on both sides of the globe. Technical problems might be quickly solvedbut with. The followthesun support model 3 the followthesun support model the traditional followthesun model is a type of global workflow in which issues can be handled by and passed between offices in different time zones to increase responsiveness and reduce delays. Itil service operation a methodology for using service desks and support groups around the world to provide seamless 247 service.
The traditional follow the sun model is a type of global work ow in which issues can be handled by and passed between offices in different time zones to increase responsiveness and reduce delays. In most cases, a follow the sun service will mean that each team works 8 hours in their respective time zones, and then hands over the project to the next zone in the short endofday overlap. Sun builds momentum and commitment for scaling up nutrition 19 countries join the movement. The traditional followthesun model is a type of global workflow in which issues can be handled by and passed between offices in different time zones to. Many translated example sentences containing follow the sun model germanenglish dictionary and search engine for german translations. Whats more, you can access your language support from different regions with the follow the sun model, allowing your support to compete with larger companies with more staff.
We plotted out our office working hours on a clock to see where we would need to set up support teams in order to cover a full 24 hours. Followthesun support with jira service desk valiantys. The follow the sun model is a service and support method that is designed to. It was developed to provide roundtheclock customer service, literally following the sun around the. Theyre one of the best ways to connect with an audience, change perceptions, and sell products and services. With the follow the sun support model my support team might not be onsite but theyre available. In this way work is done roundtheclock thereby reducing the project or support. Microsoft powerpoint with a microsoft 365 subscription is the latest version of powerpoint. Fx liquidity, follow the sun, and price engines thoughts. Advantages and disadvantages of a sun tracker system. Powerpoint presentation introduction to the sun and space weather. This is a powerpoint i developed for my student teaching in ca for fifth grade science lesson. The potential impact can be profound, both theoretically and for practice. In this model, service teams work their traditional business hours and pass work to a global team when their shift ends.
Both in size and color, even for advanced editing object points and curves. Trackers generate more electricity than their stationary counterparts due to increased direct exposure to solar rays. Follow the sun support is a methodology proven to deliver. At the moment we have two main regions uk and canada and each region has an incident manager to handle incident and ticket manager to allocate help desk tickets and monitor environment in real time. Hi guys i am trying to setup a follow the sun support using scom. The truth is, follow the sun support is simply a method meant to satisfy customersregardless of time or location. Single, followthesun support model for example division comprehensive, scalable support structure based on levels support costeffective, highquality support with 247 availability deliverables. Benefits of the followthesun model for technical support. The followthe sun support model is a structured model that works best for service desks that work around the clock. However, cazoomi has a flat organization structure, where each team lead is. The follow the sun service desk follow the sun is a support model which works best for service desks that work around the clock, i. When you click to follow a note link during presentation mode, your presentation will move to the new note. Make the right move and engage your employees, clients, investors and.
Proposing a software process model for follow the sun development. Proposing a software process model for follow the sun. There are many different kinds of solar trackers, such as singleaxis and dualaxis trackers, all of which can be the perfect. How to follow the sun and provide great global support relate by. Global follow the sun support english spanish portuguese french germanslovakian thai mandarin korean japanese 12. Follow the sun support models have been a significant part of the helpdesks are global software firms for a number of years. Here is exactly what you need to know to implement it perfectly in. Jira service desk is a very versatile tool, it can be used for small it teams to do inhouse it support for internal support to large multinationals who have complex business workflows and have a large service team spread across the world. Follow the sun fts, a subfield of globally distributed software engineering gdse, is a type of global knowledge workflow designed in order to reduce the time to market, in which the knowledge product is owned and advanced by a production site in one time zone and handed off at the end of their work day to the next production site that is several time zones west to. The sun by barry mcguire on prezi presentation software. Follow the sun support model is quite common for enterprise support companies and ensures a continuous support for high priority issues.
It is a model in which work from one site is handed over to another, which is many time zones away for example, u. Although the potential effect on time to market can be profound, at least conceptually, fts has enjoyed few documented industry successes because it is acknowledged to be extremely difficult to. The follow the sun support model the traditional follow the sun model is a type of global workflow in which issues can be handled by and passed between offices in different time zones to increase responsiveness and reduce delays. One of the interesting models that has arisen is the support model operating on a follow the sun model. Follow the sun fts is a type of global software development that. The never sets for businesses that rely on remote support, and global support, for customer service. Sun life family health center is pinal countys largest provider of primary health care services. Highquality editable graphics, easily customizable to your needs. Single, follow the sun support model for example division comprehensive, scalable support structure based on levels support costeffective, highquality support with 247 availability deliverables. The threetiered support model gained prominence with the growth of itil. Objectives enable you to set and manage your audiences expectations.
Powerpoint presentation introduction to the sun and space. Follow the sun follow the sun is an appealing support model for those who need to provide global customer care 247 without interruption. Follow the sun is a workflow model in which work is passed on to the offices located in different time zones. So when i finish work at 6pm, new york take over, when new york finishes, sydney takes over and so on. Handoff efficiency is determined by the quality of knowledge transfer and the length of time taken to handover.
The traditional follow the sun model is a type of global workflow in which issues can be handled by and passed between offices in different time. This makes it easy to use one note to guide your presentation, such as a table of contents or agenda note with lots of links. Jul 27, 2018 in most cases, a follow the sun service will mean that each team works 8 hours in their respective time zones, and then hands over the project to the next zone in the short endofday overlap. This service is implemented by the ole2 presentation shape. There are many important considerations but with proper attention, the fts support model can ensure that your technical support solution is world class and continues to be world class as your company grows. The swarming method of it support works on the pickup, collaborate, solve and repeat model. The follow the sun support model was originally developed to provide roundtheclock customer service and has by now been widely adopted by companies around the globe. Typically, anyone and everyone in the it team is expected to swarm on a users problem and solve it. The idea is to provide all your customers and potential customers throughout the world with 247 support by call routing to available service representatives around the globe. While this model is seemingly nimble, the catch is that easily solvable tickets will reach overqualified agents. Improve remote support with a follow the sun model zendesk blog.
How follow the sun model helps you deliver 247 global support. Although the advantages presented above could take your business to the next. Follow the sun fts, a subfield of globally distributed software engineering gdse, is a type of global knowledge workflow designed in order to reduce the time to market, in which the knowledge product is owned and advanced by a production site in one timezone and handed off at the end of their work day to the next production site that is. Slideshare uses cookies to improve functionality and performance, and to provide you with relevant advertising. The sun never sets for businesses that rely on remote support, and global support, for customer service. Nov 21, 2016 follow the sun support has fast become the top worldwide standard of customer service. May 04, 2017 the sun never sets for businesses that rely on remote support, and global support, for customer service.
Follow the sun fts has interesting appealhand off work at the end of every day from one site to the next, many time zones away, in order to speed up product development. Follow the sun support model for business intelligence. As the sun sets on one timezone, what remains of the days work is passed to the next and so on. Microsoft powerpoint, slide presentation software, ppt. A shining example for support teams however, the follow the sun model is not reserved for large, international offices alone. The free 4step positioning powerpoint template is a flat diagram design of chevron arrows.