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GIG Tech Summit April 2 – April 6, 2007

GIG Tech Summit April 2 – April 6, 2007. Overview October 2, 2014 Presenter: David S. Flowers, Global Manager. EMC CONFIDENTIAL—INTERNAL USE ONLY. 1. The Week’s Agenda. IST Organization Overview. EMC CONFIDENTIAL—INTERNAL USE ONLY. 4. Global Integration Group and the TCE Process.

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GIG Tech Summit April 2 – April 6, 2007

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  1. GIG Tech SummitApril 2 – April 6, 2007 Overview October 2, 2014 Presenter: David S. Flowers, Global Manager EMC CONFIDENTIAL—INTERNAL USE ONLY 1

  2. The Week’s Agenda

  3. IST Organization Overview EMC CONFIDENTIAL—INTERNAL USE ONLY 4

  4. Global Integration Group and the TCE Process Global Integration Group TCE PSSC Pre-Sales Support Center Answer pre-sales product and service-related questions Prevent/ TCE issues SVC Solution Validation Center Validate solutions via qualifiers Prevent/ TS implementation issues IST Implementation Support Team Implementation experts Support for implementation issues TCE Escalation Management Address Issues Impacting TS implementation and customer satisfaction Address TS implementation issues Sales Cycle Pre-Sales Planning Implementation

  5. The Implementation Support Team (IST) Our Mission: To provide “world class” support and consultation services to the Global Services Technology Solutions (TS) Delivery and ASN Partner organizations while Implementing EMC products/solutions at customers’ sites. This initiative is in fill support of EMC’s TCE initiatives to provide the best experience possible by our customers. Primary Customers: • EMC Global Services TS Delivery team • Implementation Specialists • Solution Architects • Project Managers • Partners contracted by TS Delivery • ASN Partners

  6. Global IST Organization Chart

  7. IST 2007 Initiatives • Six Sigma Projects to improve effectiveness • Analyze process • Establish feedback process and metrics with PMTs • Proactive Support for TS Delivery • Request HealthChecks, Design Reviews, Implementation plans • Goal is to reduce problem calls into the IST • Solution Expansion • RecoverPoint • New SMT – Oracle, Exchange, SAP • Expand to 24x5 coverage • Increase workforce in South Asia • Field Advocacy • Born out of RMSG CSE organization disappearing • Pre-GA Demos, User Groups, EMC World

  8. IST Case Distribution YTD Total Cases Processed: 2427 Total Cases Closed: 2197

  9. Services Provided • Remote troubleshooting and resolution support for Implementation Specialists or ASN Partners having challenges implementing EMC solutions during a project. • Provide escalation support for Delivery Managers needing to raise visibility of open issues during an implementation. Most of these cases are then referred to the TCE Escalation Managers (TEMs). • Proactive Services • “Named Accounts” Architectural Design and Pre-Implementation HealthChecks. These are driven by Sr. and Executive Management. • Design review and pre-implementation questions provided through scheduling services within CSI. • Provide on-site assistance to troubled accounts. These activities are typically sponsored by Sr. Management or Technology Solutions Directors (TSDs). • Participate in Beta programs including providing on-site support and acting as a Beta site. This is primarily driven by the Global Practice Managers. • Provide Subject Matter Expertise (SME) support to the TCE Solutions Program Development (SPD) organization for developing and validating Field Delivery Kits. • Remote and In-house presentations and demonstrations for customers (i.e. EBC, User Groups).

  10. Resource Management ControlCenter Suite Storage Insight (SIA) VisualSRM StorageScope/FLR SANAdvisor Optimizer PowerPath Field Advocacy Utilizes “Virtual Team” Concept Demos Customer (on-site, remote) EBC Internal Lab support Product Marketing liaison Product Management liaison Champions Conference EMC World BURA Replication Manager Suite RM/SE TEIM EDM Open Migrator Networker EX/DX RecoverPoint (Kashya) InVista CLARiiON Disk Library (CDL) IP Solutions CLARiiON/CX SYMM/DMX Solutions Centera Solutions Celerra Connectirix Family Rainfinity Data Mobility Tools Products/Solutions supported

  11. Solutions Validation Center (SVC) Solution Qualifiers TS Pre-Sales Support Center (TS PSSC) Technical Consultations Global TS Escalation Management Clarify case progress and account review Global Practice Managers Request and approve on-site support Additional product/solutions support requests Beta involvement (on-site and internal site) Field Escalation and Implementation Managers Hot Accounts Corporate Engineering Advanced Solutions Engineering (ASE) organization Beta and PPR support (ACT) Training (Mercer Road) Content Development Attend and critique Alpha/Beta classes Service Offerings Development TS Kit development Global Technical Services Software Support Center (SSC/SAC) Relationships

  12. Current availability • Published phone support availability is 3am – 9pm ET Monday – Friday, excluding U.S. Holidays • Available for extended times on request. • Planning to extend to 24x7 including all holidays by Q4 2007. Extended availability plan

  13. What does the IST do with its information/knowledge? • WE SHARE!!!!!!! • Provide detailed metrics reporting to upper management • Report on case totals, RCA’s, resolution time, etc. • Information/metrics shared with several organizations • Global TSDs, product management, TCE PSSC, TS Problem Management, Engineering Management • Metrics provided to TCE Management office and Six Sigma PMO • Share with the SVC and PREM organizations • Information provided to the SVC is included in future revisions of qualifiers and best practices • Publish PRIMUS solutions • Road Shows • This information is taken on the road at least once a year to EMC offices around the world.

  14. Processes to Access the IST EMC CONFIDENTIAL—INTERNAL USE ONLY 17

  15. Voice Initiated • We’re keeping it simple!!! • On-site TS Delivery Specialist should call the standard EMC Support number (800-782-4362 Domestic or +1-508-497-7901 International). • Caller should clearly identify themselves as a TS Delivery resource on-site requesting support from the IST. • Caller should provide standard information required for opening cases, plus they should include their PAS number to make routing to the IST easier. • Caller needs to inform the support center person that call should be placed in the “IST” or “Impl Support Team” queue. • Caller should receive call from IST specialist within 1-2 hours. Avg response time to date is 45 minutes. • If the call comes in outside of the published IST working hours (3am-9pm ET M-F), the caller is informed that they will receive a call back within the standard Solutions Support Center callback timeframes based on severity.

  16. Online (PowerLink) • Outside EMC Network • Login to PowerLink utilizing SecurID Key Fob • Within EMC Network (VPN or Office) • Process description here or weblink……..

  17. Contacts • David S. Flowers, Global IST Manager • +1-508-249-7221 • Robert Plourde, BURA Team Lead • +1-860-616-5111 • Jesse Milton, Resource Management Team Lead • +1-508-249-7259 • Marc Verheyen, IP Solutions Team Lead • +(33) 1 30 82 5071 (France) • Gordon Hogg, Field Advocacy Team Lead • +1-508-249-7217 • Management E-Mail: GIG IST Management • Website: Implementation Support Team

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