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Emulex Support and Management Discussion

December 14, 2011

2© 2011 Emulex Corporation 2© 2011 Emulex Corporation

Meeting Topics

Emulex Satisfaction Survey Highlights……......Judi Uttal

Support Discussion…………………………….....Mike Geraghty

Emulex Extra Program………………………........Judi Uttal

OneCommand Manager for VMware vCenter…Andrew Eastaugh

OCM for VMware vCenter Demo…………………Alex Amaya

What’s Next……………………….........................Judi Uttal

OneCommand Manager Update

Alex Amaya

Customer Satisfaction Survey

5© 2011 Emulex Corporation

The Emulex Satisfaction Survey

Server Administra-tor

23%

Other:18%

Storage Administrator16%

Storage Architect11%

Enterprise/Solution Architect

10%

Technical Consul-tant8%

Director of IT7%

Network Administrator7%

Goal: – Understand what is important

to our customers– How satisfied they are with

Emulex products and services– Learn how our customers are

using or products to impact new development

Respondents:– 878 End Users


Sample of Participants

ACSADPAMDAT&T

Abbott LabsAccenture

Adventist HealthAetna

AllstateAmer. Fin. Group

Amer. HondaAssurity LifeAuto Club

BMWBank of Can.Bank of Amer.

Bank of the WestBarclays

Blue Cross Blue Shield

BordersCUNA MutualCapital One

ChevronCitigroup

Comerica BankConoco Phillips

Cox Comm.Delta

EtradeEMC

Edward JonesExpedia FedExFidelityGEICO

HP

HallmarkJP Morgan Chase

KaiserPermanente

Liberty MutualLockheed Martin

Lowe’sMary Kay

Mayo ClinicMcGraw HillMcKessonMonsato

National Semi.Nationwide

Northrop Grum.PacifiCorpPacific LifePanasonic

PfizerPier 1Qwest

RaytheonRenaissance

GroupRockwell

AutomationSamsungSiemens

Southern Cal. EdisonSprint

State Farm Ins.State Street

SungardSymantecSysco Co.

T-MobileTDS Telco

Tahoe Forest Health

The Scooter StoreThomson Rueters

US BancorpUDP

USAAUSBankcorp

UnisysUnitedHealthcare

VerizonWachovia Bank

WalgreensWalt Disney World

Wellmont Healthcare


In a recent Emulex Satisfaction Survey of 878

52% of End Users felt training was important or very important

88% of End Users felt that technical support was important or very important

95.4% 81.9% 81.9% 76.1% 52.8%88% 89.1% 89.5% 86.3%94.6% 94.3% 93.9%94.4% 93.5%


End User Satisfaction with Emulex Fibre Channel HBAs

Initia

l Pro

duct

Qua

lity u

pon

Receip

t

Long

-term

Reli

abilit

y

Ope

ratin

g Sys

tem

Sup

port

Perfo

rman

ce

Man

agem

ent S

impli

city

and

Funct

ionali

ty

User D

ocum

enta

tion

Inte

rope

rabil

ityValu

e

Ove

rall E

xper

ience

0

100

200

300

400

500

600

700

800

Not Satisfied

Somewhat Satisfied

Satisfied

Very Satisfiied

97% 98% 96% 90% 96%94% 95% 91%82%

Percent Satisfied or Very Satisfied


End User Satisfaction with Emulex Ethernet Adapters

Initia

l Pro

duct

Qua

lity u

pon

Receip

t

Long

-term

Reli

abilit

y

Ope

ratin

g Sys

tem

Sup

port

Perfo

rman

ce

Man

agem

ent S

impli

city

and

Funct

ionali

ty

User D

ocum

enta

tion

Inte

rope

rabil

ityValu

e

Ove

rall E

xper

ience

0

20

40

60

80

100

120

Not Satisfied

Somewhat Satisfied

Satisfied

Very Satisfied

97% 97% 94% 90% 91%94%92% 90%86%

Percent Satisfied or Very Satisfied


Technical Support Statements

0

100

200

300

400

500

600

700

Do Not Agree

Agree

Strongly Agree

97% 94%94%

91% 90%

Percent Agree or Strongly Agree

Support Discussion


Technical SupportPhilosophical perspective on Support

Customer Satisfaction– Accountability– Closure– Consistent

Just in time knowledge and support

1 to many– Allow for the reuse of knowledge in an accessible fashion

Investment into the IP that is Technical Support– Tools– Training– Expertise

Customer first


Technical SupportHigh Level Roadmap

Infusion of next generation of tools– Case management

• On-line presence• Transfer of knowledge (1 to many)

– Knowledge base • Content

– Focused of detailed issues– Broad verses narrow

• Ease of use– Search capabilities– Flow of information

– Self help functionality• Just in time support and knowledge usage

Support models

Emulex Extra Program

http://www.emulex.com/emulex-extra/overview.html


Based on This Survey Emulex has Created the Emulex Extra Program

An End User Support Program designed to give customers:– Ability to Become a “Certified” Emulex Expert with access to Online

Computer Based Training– Centralization of Support Tools– Access to Technical White Papers and Guides

http://www.emulex.com/emulex-extra/overview.html

http://cmw3wbd1.emulex.com/emulex-extra-end-user-program.html


Emulex Extra Program: Connects you with more tools, resources and support to make you an instant hero

The Emulex Extra Program gives end users a unique portal for accessing training, support, downloads and more….


Emulex Expert Certification

Computer-Based Training Available

• Fibre Channel HBAs• Ethernet Adapters• OneCommand Manager


Emulex Expert CertificationTwo Technical Trainings Available

OneConnect Ethernet:

OneCommand and OneConnect Installation

– Quick and easy instructions and examples for installing the Universal Converged Network Adapter (UCNA) hardware and management software.

OneCommand Configuration– Step-by-step instructions for

configuring the UCNA with OneCommand and tutorial on the software features.

Maintenance and Troubleshooting– Fault identifications and analysis for

common SAN errors, including running and interpreting OneCommand diagnostic tools.

LightPulse Fibre Channel:

Installing the LightPulse HBA and OneCommand Manager

– A review of the instructions for installing the LightPulse adapter and management software.

LightPulse HBA Configuration and Tuning

– An introduction to the configuration of the LightPulse adapter, operating system specific instructions, and a basic review of how to tune the adapter.

LightPulse HBA Maintenance– An introduction on how to use the

LightPulse documentation set. Plus, an introduction to the maintenance and troubleshooting of the LightPulse

adapter.


About Emulex Expert Training

Comprehensive

Entertaining

Modular

Re-entrance

Webcast Attendees completing one course by February 14th

will receive a Starbuck’s Card.


Customer Support

Online Case Management

Download Page

Emulex Extra Demonstration


New Emulex Download Pages


Easier Navigation and Better Information Organization


New Interoperability Database

http://www.emulex.com/interoperability.html





White Papers and More

White PapersAnd Technical Guides

Search Tool for easy access


Connect with Emulex

Access to Emulex Social Media

New Emulex Extra Linkedin Group

OneCommand Manager


Percent of End Users Using Management Applications (Includes ALL End Users)

VMwar

e VCen

ter

Emule

x OCM

/HBAny

ware

Micr

osof

t Wind

ows D

evice

Man

ager

HP Sys

tem

Insig

ht M

anag

er

QLogic

SANsu

rfer

Emule

x OCM

CLI

Cisco

Fabric

Man

ager

Broca

de D

ata

Cente

r Fab

ric M

anag

er (D

CFM)

Micr

osof

t Sys

tem

Cen

ter

HP Viru

tal C

onne

ct Ent

erpr

ise M

anag

er

IBM

Dire

ctor

Broad

com

Adv

ance

d Con

trol S

uite

(BACS3)

EMC N

ext-G

ener

ation

Res

ourc

e M

anag

emen

t Suit

e

Tivoli E

nter

prise

Broca

de H

CM

Broca

de N

etwor

k Adv

isor

QLogic

Con

verg

edCon

sole

0%

10%

20%

30%

40%

50%

60%

70%

80% 74%

62%59%

46% 44% 42% 41%

31% 31%26%

23%20% 20% 18% 17% 17% 16%

100%=774


OCM CLI vs. GUI Usage

NO OCM25%

GUI + CLI38%

GUI32%

CLI5%

• Prior perception that CLI was the dominant interface

• Clear indication that usage is split with GUI as the preferred interface

N=729


Usage Frequency for OCM GUI Users 478 Users

14%

26%

30%

22%

7%

Annually (once a year)

Quarterly (once a quarter)

Monthly (once a month)

Weekly (once or more a week)

Daily (more than once a day)

OneCommand™ ManagerAdapter Management Software


HBAnyware (EOL)• Legacy management for

Emulex HBA (FC) and CNA (FCoE) adapters

• No longer devilered

Emulex Adapter Management Summary

OneCommand Manager (OCM)• Next generation lifecycle

management application for Emulex HBA (FC) and UCNA (FCoE, iSCSI, NIC) devices

• Supersedes HBAnyware

OneCommand Manager for VMware vCenter• Native software plug-in• Extends vCenter with

lifecycle management for Emulex HBAs and UCNAs


OneCommand Manager (OCM) Overview

Centralized multi-protocol management for Emulex HBA and UCNA lifecycles– Single tool manages all Emulex adapters - local / remote hosts

• Fibre Channel, FCoE, iSCSI, NIC

– Group and display adapters per-host or per-fabric• GUI, CLI and browser interface options

Streamline operations, optimize configurationsand increase server availability

Addresses common datacenter pain points– Flash HBA firmware online - no server downtime– Push driver/adapter config changes to multiple hosts– Switch UCNA personalities / protocols between

NIC, iSCSI, FCoE on the same adapter– Modify DCB settings (FIP, PFC) for UCNAs – Change WWNs online without upstream impact– Online adapter and fibre diagnostics


OneCommand Manager for VMware vCenter

Native OCM software plug-in for the VMware vCenter console– Real-time lifecycle management for

Emulex adapters from vCenter– Builds on Emulex CIM providers and

OCM features – no new agents– Extends the vCenter console with

an Emulex OneCommand tab

Display / manage adapters with multiple views and filters:– View per VMware host; per VMware cluster; per Network fabric – Firmware version, Hardware type and many other display filters

Batch update adapter firmware across VMware clusters

Functionality and presentation 90% comparable with OCM– Shallow learning curve for existing OCM users– Goal to achieve 99% feature comparability during 2012

OCM for VMware vCenter Demonstration


What’s Next

Start Using Emulex Extra Today– Enter to win $100 Gift Card by 12/31/11– Webcast attendees completing one Emulex Expert Course before

2/14/12 will receive Startbucks Cards

Join the “Emulex Extra” linkedin group– Connect with other Emulex users– Learn about new papers, drivers, events and more– We will post this presentation on Emulex Extra linkedin group after the

meeting– Go to Emulex Extra linkedin group for further questions

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