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.
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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
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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
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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
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“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.
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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
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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)
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#TSIA
VCE B2B
C3/Soft Direct
Oracle 11i
Cisco SFDC
“Skinny Org”
Central/Shared
SFDC Org
EMC SFDC
“Skinny Org”
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VCE Portal
13
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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
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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
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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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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
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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
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Any questions?
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Contact Information
Name: Deirdre Kiely
Title: Senior Manager, VCE Customer Care
Email: [email protected]
Phone Number: +353 21 486 0913
22
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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
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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