vmware technical account manager (tam) …vmware tam program – what is a tam? offers expertise,...
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VMware Technical Account Manager (TAM) Program
Welcome Aboard Your Journey
© 2009 VMware Inc. All rights reserved
Ensuring Enterprise Customer Success
VMware TAM Program – What is a TAM?
Offers expertise, access and commitment to help Jive Software to maximize its investment in VMware.
Leverages a proven methodology to serves as a cross-functional, cross-corporate advocate.
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a cross-functional, cross-corporate advocate.
Functions as a critical enabler to guide you in the adoption of best practices and facilitate rapid
progress towards your goals.
VMware TAM Program – At a Glance
VMware TAM Program – At a Glance
Division Professional Services
Founded 2003
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# TAMs WW 150+
# Customers More than 550+
Types of Customers Enterprise & Global
TAM WW Presence
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How Do You Get There from Here ?
COST EFFICIENCY
QUALITY OF SERVICE
BUSINESS AGILITY
IT Production Business Production IT as a Service
70%
85%
… Faster?
VMware Professional Services
How?
15%
30%
What does my TAM do?
Communication Strategy
Sales & Marketing• Accelerated pre-sales support• Customer roundtable events•Advanced product roadmap presentations
CUSTOMER
Customer Support• Elevates Passive into Managed support• Context-sensitive and personalized• Managed support escalations
Professional Services (PSO)• Leverage Best Practices and expertise• Access to internal tools and scripts• Training identification & coordination
Products & Engineering• Expertise through engineering consultations• Proactive Patch & Release alert• Patch & Release impact analysis
Partner Ecosystem• Partner escalation support• HW platform compatibility issues
Executives & Briefings• Informal Executive access•Solution Center briefings
TAM
• Managed support escalations
Enterprise Customer Success: Potential Technology B arriers
If you don’t address these questions ….
Potential Technology Barriers
Applications Is my application supported on vSphere?
OS How do I design, build, and test vSphere?
Server Will the server team build virtual machines?
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Network Why do you need a trunk port to a server?
Storage You want a LUN how big ?
Operations Where do the alerts go? What do I do?
Security Does it need AV like the other Linux servers?
Appliances How do we effectively author, publish and support?
Enterprise Customer Success: Potential People Barri ers
If you don’t address these questions ….
Potential People Barriers
Users What’s in it for me?
Finance How do we recover costs per vCPU?
Release How do we handle patching across hosts?
Incident Who owns vSphere…Linux team or Windows team?
Capacity We will only allow six guests per host.
Config How do I know which host my guest is on?
Change Does DRS require a change?
Availability How will HA and FT help me achieve high availability?
What does my TAM do?
Tasks a TAM may perform:
�Supply access to tools, templates and early beta programs
�Provide documented progress to milestones (weekly and quarterly)
�Coordinate planning sessions, health checks, assessments
�Review physical & deployed virtual machine architecture
�Develop TAM assessment report�Develop TAM assessment report
�Formalize priorities and evaluate results quarterly
�Research Best Practices
�Assist on support issue escalations
�Partner with BCS for proactive customer care
VMware’s Account Strategy
TAM
TAM:•Accelerate Deployment•Increase Return on Investment•Mitigate Risk•Primary escalation point•More strategic
SalesBCSBCS:•Extension internal IT Team•Preferred queuing and routing of support incidents•Trend Identification•Proactive issue avoidance•More tactical
Sales:•Defines and “owns” overall account strategy•Provides quotes on VMware and partner products and services•Escalation point
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TAM Deliverables (Customizable)
� Regular TAM Conference Call
� Weekly Status Dashboard & onsite time for local cus tomers
� Pre-Release Patch Notifications
� Alerts, Articles, Whitepapers
� TAM Quarterly/Half Report
� Quarterly Metrics Spreadsheet� Quarterly Metrics Spreadsheet
� VMworld / TAM day exclusive event
� Local events (VMUG, Seminars, etc)
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SAMPLE TAM Quarterly Report
TAM TQR Executive Summary Sample
• 90%+ Virtualized for Production Servers• SRM/DR execution plan established for critical systems• LCM Deployed to Production
Successes
• Review Storage Best Practices• Short term vSphere upgrade best practices• View 4.5 upgrade/implementation
Opportunities
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• Performance in Production Server environment• Architecture and best practices around View 4.0 deployment and PCoIP
• ThinPrint & ThinApp deployment challenges
Challenges
• Provide guidance on vSphere and View deployment best practices• Enable discussions with NetApp and Cisco on best practices• Provided SRM/DR best practices workshop
Key TAM Activities
TAM TQR VMware Related Projects Sample
Q4 2009 Q1 2010 Q2 2010 Q3 2010
vSphere Upgrade vSphere Upgrade – Current Environment
LCM Deployment into ProductionLCM Deployment into Production
VMware View and VMware View and ThinApp Deployment
Update to View 4.0.1 View 4.5 Beta
ThinApp 4.5 - Relink
View 4.5 GA Rollout
ThinApp 4.5 rollout w/4.5 Beta
Offline Client PoC
Redwood LCM Impact Analysis/Redwood LCM Impact Analysis/Eval
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Increase operational management capabilitiesIncrease operational management capabilities
AdAd-hoc technical guidance and support
Evaluate ConfigControl
Priority 1 project Priority 2 project Ongoing activity Milestone
Evaluate CapIQ
Long Term Architecture Long Term Architecture – Review and Plan
Evaluate App Monitoring Tools
Expand SRM Coverage to other TierExpand SRM Coverage to other Tier-1 Apps
SRM 4.5
Touchpoint –Oracle EBS
TAM TQR - Key Virtual Infrastructure Metrics Sample
ESX
Version
ESX Hosts View
Hosts
Total ESX Server
VMs
View VMs Total VMs
ESX 3.5.x 121 0 121 72 0 72
ESX 3.0.x 54 17 71 1,132 355 1487
ESX 2.5.x 118 55 173 941 607 1548
TOTALS 293 72 365 2145 962 3107
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ESX 3.5ESX 3.0ESX 2.5
0200400600800
1000120014001600
ESX 2.5 ESX 3.0 ESX 3.5
View
Server
SAMPLE Weekly Dashboard
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