Innovating to

Service Converged

Infrastructure

Deirdre Kiely | VCE

05.08.2013

From 0 to 60: Ramping up for support of the

Converged Infrastructure

#TSIA

VCE invented converged infrastructure

Who is VCE

2

We have 57% market share

CI is a 10 Billion dollar market in 2013

The market is growing at a 36% CAGR!

© 2013 VCE Company, LLC. All rights reserved.

VCE, formed in November 2009 by Cisco and EMC with investments from VMware and Intel, accelerates adoption of converged infrastructure and cloud-based computing models that dramatically reduce the cost of IT while improving time to market for our customers.

#TSIA

TECHNOLOGY EVOLUTION

3

Build Your Own Reference

ArchitectureConverged

Infrastructure

Fastest deployment. Eliminate many ongoing

operational burdens.

One stop shopping for Enterprise customers. But not transformative.

75% of time & budget spent “keeping the lights

on”

Better Results. Lower TCO.

#TSIA

Fastest Time-to-Business

Highest Performance

Highest Availability

Converged Management

Lowest Risk

API Enabled,

Converged

Management

Integrated Protection

and Workload

Mobility Solutions

Best-of-breed

Technology

Pre-engineered,

Pre-validated,

Pre-tested

Application

Optimization

Lifecycle

System

Assurance

VCE Differentiation

Customer Experience

Lowest TCO

#TSIA

Initial Challenge

• Set up an enterprise level support team for VCE new

technology evolution

• Stand up systems and processes to support the

business

• Deliver the full end-to-end Customer Experience

5

VPSE 24x7 Launch

2013

Jan Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

TSR 24x7 Launch

VPSE Launch

(Business

Hours)

VPSE Coverage

Expansion

(17x5)

VPSE Coverage

Expansion

(24x5)

KB Internal Launch

2013

Kick off

2011

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VCE Support Philosophy

6

• Create critical mass to establish market credibility

• Maximize investments in people, processes and technology

• Facilitate/Differentiate support through VCE

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Innovating with People

7

TSR(Technical Support Representative)

VPSE(Vblock Platform Support Engineer)

EE(Escalation Engineer)

CA(Customer Advocate)

First Touch,

SR Management

Technical Resolution

across entire Vblock

Proactive

Planning,

Fly-and-Fix

Total Customer

Experience

Break-Fix

SupportProactive

Support

#TSIA

VBLOCK™ Platform Support Engineer

8

• Single resource that pinpoints

issues quickly and owns

resolution

• Converged infrastructure

specialist

• Access to expert technical

resources at VMware, Cisco,

and EMC as needed

• Tightly integrated intelligent B2B

hub (patent pending)

• When needed, fast access to

sustaining engineering

Uniquely qualified, trained, and experienced

Technical Support

Representative (TSR)

Vblock Platform

Support Engineer

(VPSE)

Escalation Engineer

(Fly and Fix)

Cisco

VMware

EMCB2B

#TSIA

“VCE’s unified sales, service and support

strategy offers clients the same benefits

as single vendor's ‘one throat to choke’

services and support. Overall, the

coalition's efforts should help customers

realize optimal or increased datacenter

efficiency and control while preserving

their essential freedom of choice of

products and vendors.”

Charles King, Principal Analyst

at Pund-IT

VCE Customer Advocates

• A VCE management support expert dedicated to number

of accounts, providing centralized support management

• Provides Vblock System support account management

– Champions customer needs

– Facilitates proactive support strategy and

recommendations maximizing Vblock System return

on investment – Serves as Trusted Advisor

– Manages and Drives Critical Issues

• Critical Events 7/24/365

– Communicate at multiple levels within a customer

organization and within VCE and V/C/E (Front

Line Managers, Directors, CxO, etc…)

The VCE Customer Advocate owns the

end-to-end Customer Experience.

#TSIA

Support Ramp Up

• Build a team of engineers capable of supporting

the entire stack

– Single ownership

– Routed to expert from initial triage

• Initial seeding from support partners

• Hire engineers with at least one speciality

– Networking / Compute / Virtualisation / Storage /

Applications

• Train across the stack

• Develop at least one additional specialisation

10

#TSIA

Innovating with Tools

• Use of best of breed out of the box cloud

technology

– Salesforce CRM

• B2B interface

• Shadow Service Requests

– Web Portal

– Knowledge Base

• Salesforce KB integrated in VCE portal

• Federated KB next step

– BT Cloud Telephony

– Social Media technology (twitter)

11

#TSIA

VCE B2B

C3/Soft Direct

Oracle 11i

Cisco SFDC

“Skinny Org”

Central/Shared

SFDC Org

EMC SFDC

“Skinny Org”

#TSIA

VCE Portal

13

#TSIA

Service

Account

Management

– owns the

end-to-end

VCE

Customer

Experience

Innovating with Processes

14

VCE Customer

Cisco EMCVMware

Vblock Platform Support Engineers

Customer Care Control Center

Responsible for all Part

Replacement activities &

assisting with VCE on-site

troubleshooting activities

C4 / VPSE owns

the Customer

Experience for

incoming cases.

Engineering

Support provided

by support

partners –

Higher skill set

requirement

VCE

Technical

Resources –

managing

escalations

and

providing

SME

support

capability

EMC & Cisco Field Services

VMware, Cisco and EMC Service

Account Management Team

Responsible for

technical resolution of

open issues and

providing updates to

VCE CA & EE

TSE Multivendor Support Team

Cross Company, Solutions Trained Support Reps

Knowledge Sharing

Common Case Management System

Collaborative Support Model

Escalation

EngineeringCustomer

Advocacy

#TSIA

Global Coverage Helps Guarantee

Continuous, Consistent Support

• VCE is

accountable for

support of the

Vblock System

• VCE Support can

easily engage

VMware, EMC and

Cisco support

centers when

needed

• 24/7 follow-the-sun

support

15

#TSIA

Make Support Seamless

• Comprehensive Support

– All of the components sold as part of the Vblock System are fully

supported by VCE

– Calls related to these components are tracked through to closure

• Collaborative Support

– When components sold by VMWare, EMC or CISCO that work in

tandem with the Vblock System are involved, customer will be assisted

to contact V/C/E support team responsible.

– Case will be closed once contact with V/C/E is established

• Third Party Support

– When third party software (e,g, SAP, Oracle, Exchange) running on the

Vblock System is involved, customer will be redirected to the 3rd Party

vendor.

Service Request handling is adapted to the reflect the

differences in the underlying diagnosis

#TSIA

Keys to Success

• Customer centric support delivery model - Single point of

contact

• End-to-End Technical expertise of the product – no silos

• Early investment in service management function as

customers’ education is key for the new IT model

• Close relationship with our partners in VMware, EMC &

Cisco

• IT infrastructure to support the business – based on

industry best practices from day one, using out-of-the-

box cloud technology

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#TSIA

Resolution RateVCE CRM Metrics Q2 2012 Q3 2012 Q4 2012 Q1 2013

Incoming SRs 4127 4838 4965 5156

VIC 742 719 836 887

Web 1165 1285 1354 1501

Shadow 2220 2834 2775 2768

Closed VCE SRs 4135 4605 5163 4996

VCE Resolution Rate

% VCE SRs resolved by engaging

partners 67% 58% 42% 26%

VCE Resolution Rate 26% 42% 58% 74%

VCE Install Base 720 836 986 1074

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#TSIA

Customer Satisfaction

19

20% 19% 19%16%

28%

12%

33%30%

40%41%

36%

44%

37%49%

37% 41%32%

39%

90%

98% 96% 98% 96% 95%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Q3 (139) Q4 (124) Q1 (135) JAN (44) FEB (50) MAR (41)

Far exceeded my expectations Exceeded my expectationsMet my expectations Partially met my expectationsDid not meet my expectations Met trend line

#TSIA

VCE Support – a major contributor to

VCE value proposition and success

20

Single point-of-contact for service request management Service request management via VCE Support Portal

Experts in all components of Vblock SystemsBacked by engineering resources at EMC, Cisco and VMwareCustomer advocacy and escalation management

Interoperability testing and validation Configuration and release management

Fast replacement parts delivery Trained on-site part replacement field support Dedicated Vblock System labs for problem recreation

Simplified Support

Process

Reduced Time to

Resolution

Minimized Impact on

Organization

Superior Availability

and Productivity

#TSIA21

Any questions?

#TSIA

Contact Information

Name: Deirdre Kiely

Title: Senior Manager, VCE Customer Care

Email: deirdre.kiely@vce.com

Phone Number: +353 21 486 0913

22

#TSIA

VCE Support Value-Added Services

Portfolio

23

Integrated Vblock Support Proactive Strategic

Custo

mer

Valu

e

VCE™ Premier SupportVCE™ Plus Support

VCE™ Core Support

Assigned Customer Advocate

VCE Connect support portal

24x7x365 technical support

Rapid onsite parts replacement

Software certification matrices and documentation

Escalation management

Reactive, remote support patch implementation

Designated Customer Advocate

Monthly service request review analysis and trending

Semiannual reports: health

check report, remote change

support, operations review,

entitlement review, contract

gap analysis

Annual code currency planning and implementation

Dedicated, high touch Customer Advocate

Strategic support relationship

Weekly service request review, analysis and trending

Semiannual health check report and code currency planning and implementation

Quarterly reports: remote

change support,

operations and

entitlement reviews,

contract gap analysis

#TSIA

Expert

Specialist

Associate

Foundation

Network

Resource

VMware

Resource

Storage

Resource

UIM

Resource

UCS

Resource

CCENT CCENT CCENT CCENT CCENT

VTSP VTSP VTSP VTSP VTSP

CCNA/CCDA

VCP

CCDP/CCNP

CCDE/CCIE

Info Storage

& Mgmt

VCP

VNX,

VMAX,

SAN, NAS

Any 2

VNX, VMAX,

SAN, NAS

Any 2

Info Storage

& Mgmt

VCP

Storage Mgt

& Tech Arch

Sol / Design

Storage Mgt

VCPVCP

VCAP

VCDXDCUCD

DCSNS

DCNID

Certification Plan & Competency Level

VPSE

/EE

TSR

#TSIA

IDC's Converged Infrastructure

Decision Economics*

• Agility

– Reduce deployment time from 5 weeks to 1 week

– Reduced staff time to configure/test/deploy by 75%

• End User Productivity

– Reduced Incidents from 13.7 per year to 0.5

– Reduced user productivity losses by more than $9,000 per 100 users

per year

• Increased Staff Productivity

– Increased IT staff productivity by more than $10,000 per 100 users

• IT Infrastructure Costs

– Reduced costs for Storage / Network / Servers / Power / Facilities

space

– Lower Total Cost of Ownership

25

*”Converging the Datacenter Infrastructure: Why, How, So What?” – IDC, May 2012