Novell Support Revealed! An Insider's Peek and Feedback Opportunity
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Novell® Support Revealed An Insider's Peek and Feedback Opportunity
description
Don't miss the opportunity to interact with key members of the Novell Services team. We are eager to hear from the customers we serve and provide insights to you into our continuous improvement plans aimed at your satisfaction. In this session, you will learn how Novell has worked to maintain our world-class support standards in the face of intense, global economic pressures and challenging industry trends. Take a peek inside the processes of our global support organization, learn about our technological advancements, and provide feedback on our support offerings.
Transcript of Novell Support Revealed! An Insider's Peek and Feedback Opportunity
Novell® Support Revealed An Insider's Peek and Feedback Opportunity
© Novell, Inc. All rights reserved.2
Welcome from Novell® Support
Host: Dave CutlerVice PresidentNovell Global Technical Services
Panel:Todd AbneyDirectorGlobal Technical Support
Mike RadfordDirectorGlobal Technical Support
Kenny BunnellDirectorProcesses, Tools, Systems and Reporting
Peggy EvansSupport Programs
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On the Agenda
Provide clarity around Novell® support programs and processes
– Recent technology investments
– Process transformations
– Program modifications
Hear your concerns, gather your feedback for future plans of action
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When You Leave this Session...
• Understand Novell® Support's direction, strategies and key support processes
• Have increased confidence in the Novell commitment to quality
• Know your feedback is valued and be more motivated to participate in the improvement process
Our Commitment to Customers and Quality
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About Novell® Support
Supporting more than 50,000 customers and partners of every size and in virtually every industry
Global support, 24/7/365
Powerful self-support tools
Industry recognized world-class support
Exceptional enterprise-level services
Commitment to quality
Multi-vendor alliances
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Our Mission
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Commitment to Quality and Continual Improvement
Quality certifications
Industry awards
Customer validation
Monitored by real-time systems to measure progress and drive improvement
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Headed in the Right Direction
Overall Satisfaction has improved 5 points in one year
Target: 84%
Target: 94%
TSE Satisfaction has improved 2
points in one year
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Just Like You
MeetingCustomer
Needs
ManagingLimited
ResourcesTechnology investmentsProcess transformationsProgram modifications
Expert resourcesFast response24x7 access
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Support Operation Model Overview
Identity& Security Level 1
Customersand
PartnersSelf-help
Developm
e nt / Engin eering (Le vel 3)
Stan
dard
an
d Pr
iorit
yData CenterLevel 1
Level 2 E scalation Teams
End UserComputing Level 1
Assigned, Primary orDedicated Support Engineer
(Service Account Manager)
Web-Entitlement
CustomerService
Rep
Level 2 Es calation T eamsCustomers
andPartners
Self-help
Prem
ium
Se
rvic
e En
gine
er
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Direction of Novell® Support
Customers
Automation Support• Enable Error-to-Solution inSoftware
• Efficient / Robust Patching• Proactive SupportNotifications
• Self-configuration• Self-healing• Self-optimizations• Self-protection
Self-Help Support• Novell Support Advisor• Knowledge Base• Forums / How-to Videos
Assisted Support• Web-based Chat/Diagnostics• Web-based Remote Control• Telephone• E-mail
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Chat Support Technology
• Speed resolution with remote diagnostic capabilities
• Eliminate communication barriers
• Maintain customer satisfaction
• Increase support engineer productivity
“Much better than telephone. No trouble understanding accents, no cauliflower ear and I can work on other machines while chat session is open”
– Novell Customer
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Novell® Support Advisor
• Provide an automated, self-help tool for diagnosing systems and applications in an local and secure way
• Demonstrate high customer adoption and reuse
• Reduce service requests and support costs through need for direct support, reduce support costs through call deflection
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Novell® Support Advisor
Local Customer Environment
When started, NSA retrieves new and updated Support Diagnostic Patterns (diagnostic logic) from Novell
User discovers and securely collects system data used in diagnostic analysis
31 2 Support Diagnostic Patterns are utilized to identify potential problems and to provide solutions
Local Customer Environment
User can apply solution(s) to resolve the issues and/or re-run NSA to determine whether problem still exists
Feedback can optionally be sent back to Novell to help refine the diagnostic and solution logic
64 5 Novell refines existing Support Diagnostic Patterns or creates new SDP for release to NSA client channel
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“Crit Sit” Process
Critical problem identified (by anyone) and validated by Service Account Manager (SAM)
Crit Sit owner initiates account stakeholders meeting to develop customer management, technical resolution, and internal communication plans
Executive leadership, BUs, Sales, Services, etc. notified by SAM or Support Manager
Resolution expedited with regular internal review and follow up
Crit Sit review to ensure continuous improvement for both Novell and the customer
12345
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Increased Maintenance Benefits
Upgrade Protectionand Product Updates
+Unlimited Technical
Support
+On-demand Training
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Partner With Us
• Participate in our surveys– Post-SR survey: 2-3 minute survey regarding SR– Bi-annual survey: regarding support and other areas of Novell– Ad-hoc: regarding programs, offers, etc.
• Provide feedback via the web– “Talk to a Support Manager” Forum
http://forums.novell.com/novell-product-support-forums/talk-novell-technical-services-manager/
– Send an e-mail to [email protected]
• Communicate directly with the Services team– Support Center Manager– Service Account Manager– Local Service Executive
Unpublished Work of Novell, Inc. All Rights Reserved.This work is an unpublished work and contains confidential, proprietary, and trade secret information of Novell, Inc. Access to this work is restricted to Novell employees who have a need to know to perform tasks within the scope of their assignments. No part of this work may be practiced, performed, copied, distributed, revised, modified, translated, abridged, condensed, expanded, collected, or adapted without the prior written consent of Novell, Inc. Any use or exploitation of this work without authorization could subject the perpetrator to criminal and civil liability.
General DisclaimerThis document is not to be construed as a promise by any participating company to develop, deliver, or market a product. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. Novell, Inc. makes no representations or warranties with respect to the contents of this document, and specifically disclaims any express or implied warranties of merchantability or fitness for any particular purpose. The development, release, and timing of features or functionality described for Novell products remains at the sole discretion of Novell. Further, Novell, Inc. reserves the right to revise this document and to make changes to its content, at any time, without obligation to notify any person or entity of such revisions or changes. All Novell marks referenced in this presentation are trademarks or registered trademarks of Novell, Inc. in the United States and other countries. All third-party trademarks are the property of their respective owners.
