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Introducing VMware Global Services With Watson

Throughout the past year, VMware has embarked on a mission to reimagine the support experience. As part of that mission, we have built a software engineering organization within Global Services, focused on developing great software to create a proactive, personalized and effortless experience. One of our first steps in that journey was the development of

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Introducing VMware Global Services With Watson

Throughout the past year, VMware has embarked on a mission to reimagine the support experience. As part of that mission, we have built a software engineering organization within Global Services, focused on developing great software to create a proactive, personalized and effortless experience. One of our first steps in that journey was the development of

The post Introducing VMware Global Services With Watson appeared first on VMware Support Insider.

Continue reading..

Breakthrough Visibility

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VMware Skyline™ is radically transforming customer support

By: Dale Ferrario

Customers like you that run business-critical operations on VMware environments need an infrastructure that’s always-on and optimized for peak performance. You expect fast, environment-specific remediation recommendations, and proactive analytics that identify problems before they occur.

We’re addressing these needs with VMware Skyline™: an innovative support technology, developed entirely by VMware Engineering, that provides VMware technical support engineers with extreme visibility into your environment.

Imagine if we knew your environment as well as you do. We could tell you - in advance - of a problem you’d have in the future. And then we gave you proactive, prescriptive, and predictive recommendations to fix the issue. And if you do need to call us with a problem, we have the visibility into your environment that lets us quickly diagnose your situation without a lot of effort and hours on your part.

Here’s how it works. Customers with active support subscriptions install the VMware Skyline Collector, a standalone appliance that automatically and securely collects product usage data such as configuration, feature, and performance data.

It then listens for changes, events and patterns and analyzes the information using a robust rules and machine learning engine. The rules engine is where an ever-growing library of support intelligence, product knowledge, and logic is stored to analyze inbound streams of product information.

It will alert when a customer has deviated from a VMware Validated Design or needs to align to a best practice configurations or patch level. Issues identified are fed into the analytics library - consisting of hundreds of detection rules - to allow us to solve the issue for multiple customers.

And you can rest assured knowing that we take privacy and security seriously - VMware Skyline has a robust privacy program. Customer data is transferred to VMware over an encrypted channel and is stored in a secure VMware repository in the US, operated by VMware.

Then the VMware Technical Support Engineer takes the analyzed, environment-specific data to provide prescriptive recommendations back to you to improve your environment’s reliability and stability.

Aligned to Global Services offerings, VMware Skyline is initially available for Premier Support customers with Production Support customer availability coming next year. Today VMware Skyline provides increased visibility for VMware vSphere and VMware NSX environments.  Additional products will be added over time.

With minimal administration, a rigorous privacy and security policy, and transformational value, VMware Skyline is a game changer for your support experience with VMware.

Sign up today to join our Managed Access program at   https://www.vmware.com/support/services/skyline.html

The post Breakthrough Visibility appeared first on Support Insider.

Announcing the New VMware Solution Exchange Marketplace

We are pleased to announce the launch of our new VMware Solution Exchange Marketplace! The new marketplace is now accessible through thesolutionexchange.vmware.comURL as well as the newmarketplace.vmware.comURL.

Our goal with this new marketplace is to provide our customers and partners an easy, fast, reliable, and more effective way to learn about partner products that integrate with VMware products.

Not only does this new platform give us the ability to improve the performance, look, and feel of the marketplace, it will also give us an opportunity to build and improve the marketplace to keep up with the needs of our customers and partners. As a current TAP partner and user of theVSXyou will notice some changes in the way you login and edit your listings:

  • We&#rsquo;re integrating with theMyVMwaresingle-sign in to make logging in to the marketplace more convenient.
  • We&#rsquo;re updating the home page and the way customers search for products.
  • We&#rsquo;re updating our Administration menu to improve the experience of adding or editing listings.
  • By updating our platform we will be able to add new and improved reporting and user management.

Because we&#rsquo;ve moved so much of the information from one marketplace platform to another we would ask that you review your listings to make sure that they look correct and up-to-date. For more information about how to view your account and listings please use the information available on the marketplacePartner Page.

If you have any questions or comments please contact the VSX Alliance Team .

The post Announcing the New VMware Solution Exchange Marketplace appeared first on VMware Tech Alliances (TAP) Blog.

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Creating Effective SRs

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Recently we have been doing analysis of Customer SR data in an attempt to determine ways to provide quicker resolution to our Customers. In many of the SRs we have reviewed we observed a trend. When customers open an SR many of the times their environments are down and/or projects are impacted and getting a quick resolution from GSS is critical. However, when the SRs are filed they usually lack details or provide details which are irrelevant for our troubleshooting. To get Customers the help they need as quickly as possible the GSS Solution Architect team put together the following list of requirements when open a SR.

Required Data: 

  • Error messages observed, along with a description of the problem.
  • Business impact of the failure (unable to proceed with implementation, system down, user inconvenience, etc.)
  • Date and Time (including time zone) for when the event occurred.
  • Troubleshooting steps that you have taken.
  • Logs for all products involved.
  • Versions from all products involved.
  • Has there been any recent changes to your environment?

Optional Data:

  • Reproduction of the issue
    • Steps for reproduction
    • Date and time (including time zone) of reproduction.
  • Logs of reproduction.
  • If this has happened before or in other locations, please provide details.
  • What is the frequency of the issue?
  • What environment is this impacting?
  • Is there any workaround for the issue?
  • Please provide any relevant architectural diagrams for the issue.

The post Creating Effective SRs appeared first on Support Insider.

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