So You Want to Go Open Source?

When Linux first came out, several companies balked at the idea of having Open Source in their organization. Support and Security were the two main concerns. Their logic was “if the code was readily available, then hackers would have access to it too”.

Well, I don’t know about you, but software vulnerabilities and identity theft exists everywhere, including commercial grade software like Microsoft and Cisco.

Outside of the Operating System, corporate software applications and options include content management systems (CMS). For example, if you have a corporate Intranet, you may be using Microsoft Sharepoint, but several other options include WordPress for a Blog (PHP and mySQL backend) or even Joomla and Drupal for CMS web based applications.

SugarCRM is the best known Open Source CRM, with their new release of version 5.0

Are you aware of what it takes to install, support, maintain, troubleshoot and train users for any Open Source applications?

In my opinion, you’ll need at least 5 people, or 5 unique skill sets to fill this role. A startup would need one person to do all 5 tasks, whereas a larger company can have one or two dedicated FTE (full time employees) or consultants to fill these roles.

The optimal skills needed by support staff for implementing and maintaining an open-source solution are:

• Senior Network Administrator: For security, of course!
• Senior System Administrator: Manage file systems and permissions; install software by script or by compiling from source code; manage users and groups; and optimize memory and performance issues.
• DBA – Database Administrator (or Data Administrator): Install and secure an RDBMS (relational database management system); create and modify databases and tables.
• Senior Web Application and Services Support: Need intermediate to advanced knowledge of Apache and Tomcat software.
• Senior Java and/or PHP Developer: Need intermediate knowledge of scripting for PHP; familiarity with Java Virtual Machine Architecture.

This are just some of the back-end skills required. There are other people involved including trainers and help desk support personnel, which you may already have in your organization.

So before you dive into Open Source for political or financial reasons, consider your IT resources and see if you have the right skills to take it to the next level.

Related Articles on CRM Help Desk Software.com

• vtiger CRM: Enterprise-ready Open Source CRM software
• Survey Claims Open Source is Business Security Risk
• Open Source CRM: SugarCRM vs. Concursive vs. SplendidCRM
• SugarCRM CEO Larry Augustin at Open Source Convention 2009
• SugarCRM CEO John Roberts Joins Panel at InfoWorld’s Open Source Business Conference

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About Jimson Lee
Jimson is a freelance industry analyst, with over 25 years experience in the IT industry. Prior to joining CRMHelpDeskSoftware, he spent 4 years as a Senior Consultant at Sierra Systems Group, part of Golden Gate Capital, a leading private equity firm with $9 billion in capital under management. Jimson currently resides in Rome, Italy.