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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..

VMware’s New In-Product Support Experience – Help At Your Fingertips

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  VMware is committed to re-imagining the support experience for our customers. VMware is trusted to run the digital foundation of over 500,000 customers globally. Technology innovation and cloud computing are reshaping customers’ expectations and transforming almost every sector of every industry. Today’s businesses are dependent on a digital infrastructure and when something goes wrong,

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Free Webinar – Proactive Support with VMware Skyline

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Have you been anxiously awaiting your invitation to receive proactive support from VMware?  Or have you received your invitation but haven’t installed the Skyline Collector yet?  Learn more about proactive support with VMware Skyline by joining us for a free 30-minute webinar.

We’re hosting two webinars.  Please register for the webinar that works best for you.

  • Wednesday, July 25th, 9pm Eastern Daylight Time / 6pm Pacific Daylight Time - Register
  • Thursday, July 26th, 10am Eastern Daylight Time / 7am Pacific Daylight Time - Register

First, we’ll provide an overview of VMware Skyline.  Next, We’ll walk through the steps needed to install the Skyline Collector, which is required to receive proactive support.  We’ll also share a sample of the proactive findings and recommendations delivered today with the Operational Summary Report (OSR).  Finally, we’ll answer some of the most common questions about VMware Skyline.  A live Q&A chat session will also be available during the duration of the webinar.

This is your chance to learn more about how proactive support with VMware Skyline is transforming the customer support experience.

The post Free Webinar - Proactive Support with VMware Skyline appeared first on Support Insider.

Auto-Upgrade with Skyline Collector 1.3

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We are excited to announce the release of Skyline Collector 1.3. New within version 1.3 is an improved User Interface and the ability to enable automatic upgrades the Skyline Collector for future updates.

The Skyline Collector enables VMware Global Support Services (GSS) to deliver proactive support.  With proactive support, GSS can notify you of potential issues and areas of risk within your vSphere and NSX environments.  Most noteworthy, proactive support is available at no additional cost to customers with an active Production Support or Premier Services contract.

Please sign up for the Managed Access Program if interested in learning more about proactive support.  Premier Services customers should contact their Support Account Manager/Support Account Engineer for information how they can begin receiving proactive support from VMware today.

Improved User Interface

The Skyline Collector administrative interface has been improved to allow for easier navigation and management of the Skyline Collector.  An overview, along with Skyline Collector management capabilities now reside on the System Status page.  Furthermore, you can see the status of each product endpoint.

The new Skyline Collector 1.3 System Status page provides you with more information, allowing you to view the overall health of the appliance in a single-place.

The Configuration page includes the following options:  Add vCenter Server, Add NSX Manager, Proxy, Collector Name, Active Directory and the newly-added Auto-Upgrade.  Next, we’ll share how auto-upgrade works and why you should enable it.

The Skyline Collector 1.3 Configuration Menu

Auto-Upgrade

We continue to work towards making Skyline Collector management as effortless as possible.  New within Skyline Collector 1.3 is the option to enable Auto-Upgrade.  The first step is to enable Auto-Upgrade by toggling the Enable Collector Auto-Upgrade switch to Yes.  Next, you can choose every day or specific day of the week along with time of day for the Collector to automatically upgrade, if any upgrade is available.

Enabling Auto-Upgrade will keep your Skyline Collector virtual appliance up-to-date with all the latest features and capabilities.

In order for Auto-Upgrade to work properly, ensure that the Skyline Collector can reach vapp-updates.vmware.com over port 443.  If Auto-Upgrade is enabled, the Skyline Collector automatically retrieves updates from this address.  If you choose not to enable Auto-Upgrade, the Skyline Collector still needs to be able to reach this address to apply updates.  You can apply updates to the Skyline Collector manually using the Check and Install Updates option within the VAMI.

After each successful auto-upgrade, an email will be sent to the email address that was used to register the Skyline Collector.  This is the My VMware account you entered during the installation and configuration of the Skyline Collector.

Enabling Auto-Upgrade will ensure that your Skyline Collector is always up-to-date, including bug fixes and improvements, such as new VMware product support in the future.  Additionally, this removes the manual task today of logging into the VAMI, checking for updates and if an update is available, installing the update.

Summary

You can take advantage of the new features available within the Skyline Collector by upgrading to 1.3.  After upgrading your Skyline Collector to 1.3, you can enable Auto-Upgrade so that all future updates are automatically applied as they become available.

VMware Skyline enables the delivery of proactive support by VMware Global Support Services (GSS).  Today, customers who have adopted proactive support with VMware Skyline receive an Operational Summary Report (OSR).  Within the OSR, customers are proactively notified of potential risks within their environment.  Additionally, recommendations are provided for how to remediate those potential risks.

VMware Skyline is available globally to Premier Services customers along with a select number of Production Support customers.  If you are interested in receiving proactive support from VMware, show your interest by signing-up for the Managed Access Program.  We will continue to invite customers from the Managed Access Program as we scale proactive support services.  Additionally, you can ask your VMware Account Team for information about how we’re radically transforming the customer support experience.

 

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Proactively Identifying Potential Risk with VMware Skyline

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As part of our goal to continuously improve the customer support experience, Technical Support Engineers (TSEs) can now interactively view the proactive findings and recommendations delivered to customers today within the Skyline Operational Summary Report (OSR). Additionally, within the findings and recommendations, TSEs can view customer environment inventory information along with all Support Requests (SRs) for the particular customer they are assisting. All of this together enables Global Support Services (GSS) to better help our customers. These new capabilities are only available to those customers who have adopted VMware Skyline.

VMware Skyline is available globally to Premier Services customers along with a select number of Production Support customers. If you are interested in receiving proactive support from VMware, show your interest by signing-up for the Managed Access Program. We will continue to invite customers from the Managed Access Program as we scale proactive support services. Additionally, you can ask your VMware Account Team for information about how we’re radically transforming the customer support experience.

Going Beyond Break/Fix

When the circumstances exist that a SR is needed to troubleshoot an issue, TSEs will help the customer resolve the issue. Additionally, they can now review the customer’s proactive findings and recommendations as part of the SR process.

Perhaps the customer experienced an issue that was discovered by Skyline. In that instance, the TSE can immediately assist the customer with determining how many additional objects could be impacted by the same issue. TSEs can now help answer the question, how many more objects could be impacted by the same issue. Furthermore, the recommendation to resolve the issue has already been found, helping expedite the resolution of the issue across all impacted and potentially impacted objects.

Or, if a customer experiences an issue that requires a patch or update, the TSE can review the proactive findings and recommendations to determine if the patch or update required to resolve the original issue, could also resolve additional potential issues. This is not always the case, however, with more information available to TSEs, the better enabled they are to help customers.

Interactive findings and recommendations

Finding Potential Issues

TSEs can now view customer proactive findings and recommendations within a SaaS-based web application. This allows for better search and filter capabilities of findings and recommendations. TSEs can sort by issue severity, quickly looking at all critical findings within a customer’s environment. Or, a TSE can filter for only network-related findings if assisting a customer with a network-related SR. All of this together better enables our TSEs to better serve our customers and assist them beyond just problem resolution.

Technical Support Engineers can sort by issue severity or filter by compute, network or storage

Conclusion

Today, customers who have adopted proactive support with VMware Skyline receive an OSR. Within the OSR, customers are proactively notified of potential risks within their environment. Additionally, recommendations are provided for how to remediate those potential risks. Now, TSEs have this same information at their fingertips and can help customers with understanding potential risk within their VMware environment.

These new enhanced support capabilities are only available to customers who are receiving proactive support with VMware Skyline. This is just one of many steps VMware is taking is radically transform the customer support experience. Additional information about VMware Skyline is below.

Additional Resources

 

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Introducing the Skyline Collector 1.2, Now GDPR Compliant

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We are excited to announce the release of the Skyline Collector 1.2. The Skyline Collector enables VMware Global Support Services (GSS) to deliver proactive support. With proactive support, GSS can notify you of potential issues and areas of risk within your vSphere and NSX environments. Most noteworthy, proactive support is available at no additional cost to customers with an active Production Support or Premier Services contract.

Please sign up for the Managed Access Program if interested in learning more about proactive support. Premier Services customers should contact their Support Account Manager/Support Account Engineer for information how they can begin receiving proactive support from VMware today.

GDPR Compliant

With the release of the Skyline Collector 1.2, Personally Identifiable Information (PII) is no longer sent to VMware as part of the collected product usage data. We identified a few scenarios where usernames and email addresses were collected within the product usage data. Now, with the release of the Skyline Collector 1.2, usernames and passwords are no longer sent to VMware within the collected product usage data.

Personally Identifiable Information (PII) no longer sent to VMware

Personally Identifiable Information (PII) no longer sent to VMware

Furthermore, once upgraded to the Skyline Collector 1.2, we have retroactively removed usernames and email addresses from previously collected product usage data. This completes the process of becoming GDPR compliant with regard to the product usage data collected by the Skyline Collector for the purpose of delivering proactive support.

You are required to upgrade to the Skyline Collector 1.2 to prevent PII from being sent to VMware. As an additional measure, any PII collected from previous versions of the Skyline Collector (1.1.x, 1.0) will be scrubbed from the system on a scheduled basis. For that reason, we recommend upgrading your Skyline Collector to 1.2 as soon as possible. We will be decommissioning earlier versions of the Skyline Collector in the future. Use the VAMI (Appliance Management UI) to check for and install Skyline Collector updates. You can access the VAMI by browsing to the IP address or FQDN of the Collector, port 5480 (i.e. IP address/FQDN:5480)

Check for and Install Updates to the Skyline Collector appliance within the VAMI.

Check for and Install Updates to the Skyline Collector appliance within the VAMI.

NSX Manager

In the past, when configuring NSX for product usage data collection, credentials to both NSX Manager and the NSX Controllers were required. Skyline Collector 1.2 no longer requires direct access to NSX Controllers. For micro-segmentation and vShield endpoint customers, where NSX Controllers are not required, this further simplifies the Skyline Collector configuration process.

Add an NSX Manager wizard within the Skyline Collector 1.2.

Add an NSX Manager wizard within the Skyline Collector 1.2.

The Skyline Collector requires a user with read-only permissions to NSX Manager. NSX Manager has a built-in, read-only role, named Auditor. We recommend creating a user with Auditor role permissions for adding an NSX Manager to the Skyline Collector for collecting product usage data.

Learn More About Skyline

You spoke, we listened. At VMworld 2017, during the Pat Gelsinger and Michael Dell QA session, the first question that was submitted by you, our customers, was regarding improving the overall quality of VMware support. VMware Skyline is just one of the ways we’re using a combination of technology and people to improve our customers’ support experience.

Watch and listen to Pat’s response during the QA session with Michael Dell during the Day 2 General Session at VMworld 2017.

Visit the VMware Skyline Overview page to learn more about proactive support delivered by VMware.

The post Introducing the Skyline Collector 1.2, Now GDPR Compliant appeared first on Support Insider.

Introducing docs.vmware.com

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Today we are pleased to announce the official launch of docs.vmware.com. This portal unifies the product documentation for all VMware products, versions, and languages into a single platform so you can find the information that you are looking for more quickly and easily. VMware products offer a wide range of business solutions from desktop virtualization to supporting your hybrid cloud. We’ve heard your feedback that finding the right information can be difficult. Our search was out of date, the look and feel was not modern, the content was siloed, and the docs were not available on mobile devices. To address these problems, we decided to start from scratch. The design of this site is meant to enable you to better filter content, find relevant answers, and create custom views of information that you can access on any device.

Key Features for You

Here are a few features that we hope will help you find the information that you need.

It’s All About Search

Our site design features search on every page. We built a new search experience powered by Elasticsearch with an intuitive taxonomy to help you more easily locate relevant content. You can search the entire site or a particular book.

Filter to Find What You Need

With tens of thousands of pages of information, you need help reducing the scope of content to the products that you care about. Use the filters to limit your search to particular products, versions, subjects or information types.

Create Custom Docs Collections and Share Content

Your VMware stack spans many products and versions and you need a way to manage the product documentation for your specific portfolio. MyLibrary enables you to assemble custom doc sets and share as HTML collections. You can add and organize product documentation from any product, any version, and any language.

Your Feedback

The launch of this site is only Step 1. We’ve put in new feedback mechanisms so we can hear from you more often and make more frequent improvements to the site and content. Explore docs.vmware.com now and let us know if you want to get involved in helping us evolve our docs.

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Beta Launch of doc.vmware.com

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Today we are pleased to announce the beta launch of the docs.vmware.com site. This portal unifies the product documentation for all products, versions, and languages into a single site so you can find the information that you are looking for more quickly. VMware products offer a wide range of business solutions from desktop virtualization to support your hybrid cloud. We’ve heard your feedback that finding the right information can be difficult. Our search was out of date, the look and feel was not modern, the content was siloed, and the docs were not available on mobile devices. To address these problems, we decided to create a new site from scratch. The design of this site is meant to enable you to better filter content, find relevant answers, and create custom views of information that you can access on any device.

Key Features for You

Here are a few features that we hope will help you find the information that you need.

It’s All About Search

Our site design features search on every page. We’ve put in a new Elastic Search engine and a taxonomy to help you more easily locate relevant content. You can search the entire site or a particular book.

Doc1

Filter to Find What You Need

With tens of thousands of pages of information, you need help reducing the scope of content to the products that you care about. Use the filters to limit your search to particular products, versions, or information types.

Doc1

Create Customer Collections and Share Content

Use the MyLibrary feature to assemble custom doc sets that you can share as HTML collections.

Doc1

Your Feedback

The beta launch of this site is only Step 1. We’ve put in new feedback mechanisms so we can hear from you more often and make more frequent improvements to the site and content.

Let us know if you want to get involved in helping us evolve our docs. Expect to hear more about the docs.vmware.com site as we prepare for the official launch.

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Important Announcement regarding the KB Digest blog

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We have an important announcement today regarding this blog and the KB Digest blog.

Since 2007, our sister blog- The KB Digest has been published weekly, containing all the new KBs published by product the previous week.

What is being changed, and why?

The KB Digest is being merged into this blog, under the category KB Digest. With one central location for all Support communications with our customers we expect to be able to build our brand and broaden our audience.

Specifics:

1. Starting Jan 16 2017 no new content will be published to The KB Digest blog. Current content will remain active for one month after which the blog will be removed.
2. New posts will be found at The Support Insider, under the category KB Digest.
3. RSS subscribers will continue to receive updates uninterrupted (ie: no changes to your subscription are needed).

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