Case Solution for Red Hat Global Support Services: The Move to Relationship-based Customer Servicing and Knowledge-centered Support

Complete Case details are given below :

Case Name :      Red Hat Global Support Services: The Move to Relationship-based Customer Servicing and Knowledge-centered Support
Authors :           Richard M. Kesner
Source :             Ivey Publishing
Case ID :            W11543
Discipline :        Information Technology
Case Length :    19 pages
Solution Sample availability : YES
Plagiarism : NO (100% Original work)
Description for case is given below :
In the 1990’s, Red Hat established itself as a leading proponent of the open source software movement and sought to carve out for itself a significant role in the open source marketplace. As of 2011, the company reported $177 million in Non-GAAP operating income in FY2010, based on revenues of $748 million. Red Hat’s market capitalization was set at $8 billion as of January 25, 2011. It operated 65 offices worldwide, including 12 Global Support Service Centers, and employed 3,580 people. The Red Hat brand is most closely associated with Linux even though their stable of product offerings grew to include a number of other noteworthy system software and middleware products, such as JBoss and Red Hat Enterprise Virtualization. As Red Hat’s Linux product line came to be widely accepted as a enterprise software platform, the company transformed its thinking about and delivery of customer support. This case study explores the innovative ways that Red Hat went about this transformartion process.
 
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