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

In 1990, Red Hat has established itself as a leading proponent of open source software movement and seeks to carve out for themselves an important role in the open source market. Since 2011, the company reported $ 177 million in the Non-GAAP operating income in fiscal year 2010, based on revenues of $ 748 million. The market capitalization of the company Red Hat has been set at $ 8 billion as of January 25, 2011. He has 65 offices worldwide, including 12 research centers, support services, and also employed 3580 people. Red Hat brand most closely associated with Linux, though their stable product offering has grown to include a number of other notable system software and middleware products such as JBoss and Red Hat Enterprise Virtualization. In the product line Linux Red Hat has come to widely accepted as a software platform company, the company transformed its thinking about the delivery and customer support. This study examines the innovative ways in which Red Hat went about transformartion process. "Hide
by Richard M. Kesner Source: Richard Ivey School of Business Foundation 19 pages. Publication Date: November 30, 2011. Prod. #: W11543-PDF-ENG

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