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Open source software support for the enterprise

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Webinar presented by The Linux Foundation and Rogue Wave Software. Professional open source management addresses many aspects of the software development lifecycle, from technical to operational to legal concerns. Key to success with open source is choosing the right means and methods for obtaining support for the open source in your software portfolio, and understanding how to maintain integrated and embedded open source code over time.

Veröffentlicht in: Software
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Open source software support for the enterprise

  1. 1. Open Source Software Support for the Enterprise Justin Reock, Sr. Director, Support & Professional Services, Rogue Wave Software Bill Weinberg, Sr. Director & Analyst, Open Source Strategy, The Linux Foundation 1
  2. 2. Your Presentors Bill Weinberg, Sr.Director & Analyst, Open Source Strategy,The Linux Foundation • Three+ decades of experience in embedded/mobile and enterprise IT • Founding team member at embedded OSS pioneer MontaVista Software, former analystat OSDL (today, the Linux Foundation) and president/founder ofLinux Pundit • Myriad consulting engagements in open source business and technology strategy,open source managementand marketing,legacy migration and related areas • Author of ~200 articles and white papers on open source,mobile/embedded and related topics; host of dozens of panels and webinars on OSS, security, automotive Justin Reock, Sr.Director, Support & Professional Services,Rogue Wave Software • Over 18 years experience in IT roles including development,databases, integration, quality,training,and technical leadership • Oversees OSS Support team at Rogue Wave, acting in a lead architectcapacity, and as a conduitto the OSS marketplace as a whole • Commissioned CentOS Developmentteam at Rogue Wave Software, making strategic contributions to the CentOS projectand providing patches/fixes ahead ofthe community to customers • Subjectmatter expertin various OSS projects,with a focus on high frequency middleware and integration platforms
  3. 3. Linux Foundation Open Source Consulting ▪ Multiple decades of open source consulting experience ▪ Over 300 engagements assisting companies from start-ups to the world’s largest corporations ▪ Deep operational experience in executive management, marketing, finance, sales, business development and software development
  4. 4. Rogue Wave Open Source Support ▪ Rogue Wave seeks to empower developers by simplifying code and shortening cycle times ▪ Rogue Wave offers support for a wide range of community provided OSS ▪ Support is delivered by top-tier enterprise architects who offer unbiased solutions 4
  5. 5. Open Source Software in the Enterprise 5
  6. 6. What It Means ▪ Widespread adoption of OSS in the enterprise represents a cultural and global shift in development practices ▪ Disruptive innovations in technology, such as containerization and microservices, are beginning as community projects ▪ OSS acts as an equalizer in business, anyone with a great idea can create a sophisticated infrastructure to support that idea without huge financial barriers ▪ As the creator of the GNU Project, Richard Stallman, put it, though, OSS is ”free as in free speech, not free beer” ▪ Vetting and implementing your OSS solution is often the easy part, it’s the maintenance and support of critical infrastructure based on OSS that becomes the real challenge 6
  7. 7. Industry Facts and Statistics ▪ 43% of application developers spend between 10 to 25% of their time debugging errors discovered in Production (Source: ClusterHQ DevOps Testing Survey – 11/03/2016) ▪ An analysis of 70 recent support tickets into Rogue Wave Open Source Support team determined that 80% of issues stemmed from improper configuration and/or problems within the physical environment ▪ Enterprises see an average of five downtime events per month, costing $1 to $60 million annually depending on the size of the business (Source: IHS Markit Survey – 01/25/2016) ▪ 54% of developers choose an open source package based on the availability of technical support (Source: 2015 Open Systems Media / Rogue Wave Developer Survey) 7
  8. 8. Key OSS Technologies for Enterprises ▪ Application Frameworks ▪ Cloud Platforms & Tools ▪ Container Technology ▪ Databases & Big Data ▪ Development Tools ▪ Mobile Apps ▪ Operating Systems G
  9. 9. Open Source Support Overview 9
  10. 10. What is it? Why is it needed? 10 Common OSS License Terms – MX4J 1.0
  11. 11. What is it? Why is it needed? ▪ Over 90% of businesses are utilizing some sort of open source in their critical infrastructure ▪ Like any other form of software, there is a cost of ownership assumed when maintaining open source software in production, or migrating to such a solution ▪ Although the license cost savings gained by using free software are clear, the risk of running software without warranty or maintainer liability is significant ▪ Businesses can benefit from the competitive edge gained by adopting OSS solutions by mitigating that risk ▪ Businesses who successfully make the shift to OSS solutions do so in part by creating and executing a strategic plan for supporting this software which they did not write, and do not own. 11
  12. 12. Common Support Scenarios ▪ Production outages or severe performance degradation that are due to a lack of knowledge about the product, or the way that product interacts with physical infrastructure ▪ Delayed development cycles due to unexpected problems with frameworks, libraries, etc. ▪ Security breaches and vulnerable endpoints ▪ Unclear documentation and/or difficulty attaining knowledge about specific community products ▪ Lack of upgrade/modernization roadmaps ▪ Difficulties deciding on the proper OSS solution for a specific business problem 12
  13. 13. Types of Support ▪ A range of options exists for supporting Open Source Software ▪ Self-Support ▪ Community Support ▪ Commercial Support ▪ Mixed approaches 13
  14. 14. POLL ▪ What type(s) of support does your company employ? ▪ Self Support ▪ Community Support ▪ Commercial Support ▪ A mix of types 14
  15. 15. Exploring Open Source Support 15
  16. 16. Self-Support ▪ You have the source code, so you’re in control ▪ Viable only if you have sufficient expertise in-house ▪ Best when customizing and keeping proprietary (forking) ▪ Community and other outside organizations can only offer limited help 16
  17. 17. Self-support Pros/Cons Pros ▪ Low direct incremental cost ▪ Complete control over support resources ▪ Opportunity for internal team- building, cultivating code owners ▪ Inevitable where a private fork of the code is necessary 17 Cons ▪ Impossible w/o particular expertise ▪ Higher risk (due to dependencies on individuals) or Cost of a team approach for reliable coverage and continuity ▪ More internal management overhead ▪ Usually higher actual TCO (due to low economy of scale)
  18. 18. Community Support ▪ Modes and locales of engagement ▪ Project sites, repositories, mailing lists, forums, bug trackers, FAQs ▪ Conferences, consortia meetings, community get-togethers ▪ Best practices ▪ Leverage community development and build community credibility ▪ Initial read-only approach – get comfortable; “newbie” forums ▪ Bug reports should be accompanied by test cases ▪ Community is not ”your resource” – you are a participant 18
  19. 19. Community Support Pros/Cons Pros ▪ Extremely low cost ▪ Low commercial and legal barriers to entry ▪ Access to code authors, experienced users ▪ Potential for greater influence over project direction, leadership 19 Cons ▪ No SLAs – informal relationship ▪ Community priorities may not match your organization’s ▪ Indeterminate responsiveness ▪ Bug reports ignored ▪ Patch acceptance ▪ Social network “exposure” and acculturation requirement
  20. 20. Commercial Support ▪ Commercial support for open source software can take many forms ▪ Some communities have an “enterprise” edition, which usually includes some form of support ▪ Organizations like Linux Foundation can help build a robust support infrastructure internally ▪ Support aggregators like Rogue Wave Open Source Support offer dedicated third party support teams with round-the-clock service and guaranteed SLAs ▪ These options, although not free, offer the peace of mind that comes with fast, dedicated, and commercial-grade resolutions 20
  21. 21. Commercial Support Pros/Cons Pros ▪ Redundancy in skillsets and available resources ▪ Guaranteed SLAs governing response and resolution time ▪ Access to niche expertise and thought leadership ▪ Proactive guidance such as patching and vulnerability awareness ▪ Interaction with experts who have vetted the products in dozens of environments for multiple business use cases 21 Cons ▪ Adds additional cost to existing TCO of maintaining and/or migrating to OSS infrastructure ▪ “Enterprise” solutions are often locked-in and proprietary ▪ Approval for vendor contracts generally means negotiation with procurement/legal, outside the boundaries of most developer domains ▪ Dependence on third-party support can sometimes cause accidental cultural separation from project communities
  22. 22. Sources of Commercial Support ▪ Support Aggregators / Comprehensive Support providers ▪ Rogue Wave, LinuxCare and others ▪ Project-centric Commercial OSS Companies ▪ PHP (Rogue Wave), Solr (LucidWorks) and many others ▪ Distribution Vendors ▪ Linux (Red Hat, SUSE et al.), Hadoop (Cloudera, Horton Works, et al.) 22
  23. 23. Mixing Support Models ▪ By combining models, you can achieve “best of all worlds” ▪ Commercial support complements self- or community support ▪ Mix of models usually evolves over time ▪ Organizations often start with community and/or commercial support develop internal skill sets over time, or ▪ Can’t meet product schedules with own, community resources – need SLA from commercial support entities ▪ Commercial support companies offer various models ▪ Per-incident, 2nd or 3rd tier support plans, etc. 23
  24. 24. Choosing OSS Support Options ▪ As your organization uses more and more OSS, you will be making more and more support decisions ▪ Best Practices ▪ Require a support plan as part of the initial decision to use an OSS component ▪ Provide guidelines about what type of support is required depending on ▪ Organizational skill ▪ OSS componentcharacteristics ▪ Application characteristics ▪ Require that all OSS components are maintained (up to date with bug and vulnerability patches) ▪ Integrate these aspects into your overall OSS Management Policy and Processes to maximize productivity and efficiency 24
  25. 25. How The Presenters Fit into the OSS Support Ecosystem 25
  26. 26. Rogue Wave Open Source Support ▪ We’re a support aggregator, and have built a dedicated team of enterprise architects who provide support, professional services, and training across almost 400 individual OSS packages ▪ We offer unbiased, vendor-neutral advice and guidance, we do not brand or branch from community editions, and have expertise in competing technology. Postgres or MariaDB, ActiveMQ or RabbitMQ, Ubuntu or CentOS ▪ Our competitive SLAs vary by the desired support tier purchased, and the severity of the incidents reported to us ▪ We work with and support the communities whose products we maintain for customers ▪ Our expert staff and thought leadership is available 24x7 year round 26
  27. 27. OSS Strategy Consulting ▪ How to identify, realize and optimize the advantages of OSS ▪ How to best to counter OSS threats 27 OSS Management Consulting ▪ How to efficiently manage OSS so that ▪ Targeted benefits are reliably realized ▪ Risks are managed ▪ Compliance obligations are met ▪ 53 OSS projects and initiatives to date ▪ Solid governance, infrastructure and funding models
  28. 28. Final Thoughts ▪ The open source support ecosystem is mature and varied ▪ Commercial support organizations are viable, stable businesses ▪ Community maturity correlates with project history, size, stability ▪ Choosing among support options can still be challenging ▪ Many factors to consider ▪ Internal : business model, skill sets, headcount, budget, existing relationship ▪ External : community attributes, commercial competence and pricing ▪ Good news – with open source you always have multiple options 28
  29. 29. What Can You Do Today? ▪ Reach out to us for help building your OSS support strategy: ▪ Linux Foundation – www.linuxfoundation.org/offerings/open-source-consulting ▪ Rogue Wave – www.roguewave.com ▪ Try a free OSS support ticket with Rogue Wave: ▪ www.roguewave.com/justin ▪ Sign up for our free edition of our OpenUpdate Newsletter to keep aware of new versions of the OSS we support: ▪ www.roguewave.com/products/open-source-support/openupdate 30
  30. 30. Q&A 30