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VERITAS Technical Services Update Presentation

Learn about the latest improvements in VERITAS Technical Services, including support initiatives, key personnel changes, progress updates, and future plans for better customer service. Explore the focus on quality service, support programs, staffing advancements, and global support strategies.

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VERITAS Technical Services Update Presentation

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  1. VERITAS Technical ServicesUpdate Presentation VERICON Nov 1999

  2. World Class - World Wide Mission Statement The quality of VERITAS Technical Services is such that customers purchase VERITAS products because of the quality of service.

  3. Support Improvement Initiative

  4. First Steps in redefiningVERITAS Technical Support • Senior Executive Management focus/buy-in on the Support Improvement Initiative • Accompanying budgetary support for significant and dramatic improvement to support picture

  5. Technical Support Budget

  6. Progress to date • Completed management change • US call centers • Eric, Pete Castagner, Paul O’Rouke, Habib Karam • David Misukanis, Tim Waite, Gene Smith, Deal Firl • Europe – replaced call center management • Dave Winpenny – Director of European Support • Richard Holt – Enterprise Call Center Manager • Changed hiring profile • Hiring many more high end personnel • Example we rejected several Legato support personnel • Establish Pleasanton CA office to attract more personnel • Re-org in NetBackup to align by OS • Dispatch now 100% VERITAS • Double coverage on Week-end Support

  7. Key Hiring Positions • Eric Linnell – Director of Enterprise Support • Pete Castagner – Enterprise Support Manager (Foundation Products) • David Misukanis – Enterprise Support Manager (NetBackup) • David Winpenny – Directory of European Support • Richard Holt – European Enterprise call center manager • Service-on-Site (SOS) Program - Steve Kenninson • 1st Key Account Manger – Stephanie Chandler • Partner Support Program - Tamiko Huey • Lab Manager – Alan Russ • Defect Manager – Dave Peterson • Financial Analysis – Pat Kelly

  8. Progress in Staffing April 99 vs Oct 99 71 61 28 10 9

  9. Hiring Going forward Change this to 16

  10. More progress • New support Web Site http://support.veritas.com • Creation of quality Web based knowledgebase – • Quality TechNotes for each product by end-of-quarter • 40 NetBackup • 91 File System Documents • 42 Volume Manager Documents • 19 VCS Documents • 72 First Watch • 40 Telebackup • Established a Technical Alert function • i.e NetBackup 3.2 alert • Developing common “escalation procedures” for enterprise support centers

  11. Much improved relationship with R&D • Support engaging with R&D on a significantly higher level • Escalation Manager hired • Support attends R&D meetings • Support involved earlier in product checkout cycle • Improved Lab equipment • 450k of new lab equipment purchased • More to come – i.e purchase of EU 10000

  12. Still to do • Develop Enterprise level support capability in Australia • Capitalize on hiring initiatives by developing increased competency (i.e accelerated training) • Develop a full fledged Service-on-Site (SOS) capability • Implement critical technologies to realize World wide support • State of the art telephony (Apropos) for live call transfer (Dec-Jan) • Titan III for WW call tracking and better reporting (Nov-Dec) • Support Now • Get to Live Transfer model for Enterprise support • Look to offer a higher commit level for support responsiveness

  13. Deliver KnowledgeExec CD with rich content • Deliver Newsgroups for classic VERITAS products • Deliver monthly newsletters for Enterprise level products (Technical Editors hired – deliver in Jan) • Continue to strengthen all three major support centers • Continue to hire to the 99 Plan – 539 by end of Dec • Implement classic NSMG pay-for-support model

  14. Questions?

  15. VERITAS Enterprise Consulting Services Organization

  16. IT Challenges Data Overload Performance Availability Integration RISK Backup & Recovery Network Security Organizational Change Enterprise Health Process Consistency

  17. Our Goal • Maximize Effectiveness of VERITAS Products • Ensure the VERITAS Experience is Satisfying • Focus on Those Areas We Can Help You Best • Provide Technology Transfer - Not Contract for Hire (Teach You To Fish) • Partner with Other Service Providers to Deliver the Best Overall Solution • Become A Trusted Advisor Minimize Risk

  18. The Integration Dilemma • Software Alone Isn’t Enough • Successful Systems Require: • Best in Class Software • A Solid Environment • Talented People • VERITAS Enterprise Consulting Helps Deliver The Solutions Vision

  19. Fundamentals • How Do We Best Help Our Customer? • Provide High Quality Consulting at a Predictable Price • Deliver Breadth and Depth of Expertise (Practices) • Grow the Consulting Organization to Meet Demand • Create Effective Partnerships • Deliver Consistent Best Practices • Solutions3 Methodology • Deliver the Best Technology, the Best People, the Best Approach • Ensure Customer Success

  20. VERITAS ECS Vision Build a world-class professional services organization that can: • Ensure the successful implementation of customer systems, thereby increasing satisfaction and leveraging future sales. • Assist customers in all phases of system development. • Support sales as a liaison in large accounts. • Increase the value of VERITAS to every customer • Create Annuity Business - Customers for Life

  21. ECS Mission • To our customers: • To deliver high-performance, flexible business solutions at predictable cost • To our company: • To achieve annual revenue growth while preserving bottom line margins • To the members of our team: • To provide a vibrant and enjoyable work environment within which both the company and the individual can grow and prosper • Hallmarks are integrity, compassion, and a collective desire to succeed

  22. VERITAS ECS Solutions • Complete set of services from Strategic Future Planning to Product Installation & Configuration • ECS Services Target Business Issues • Business Continuance • Disaster Avoidance and Disaster Recovery • High Availability and Scalability • Online & Offline Storage Management • E-Business Integration

  23. ECS Core Competencies Infrastructure Management E-Business SAN Architecture Data Management

  24. Mission Critical High Availability Veritas Cluster Server HSM Enterprise Edition First Watch

  25. Data Management Replication Management Storage Migrator Data Migration Data Warehousing/Marts

  26. e-Infrastructure Data Replication Storage Integration Backup & Recovery High Availability

  27. Web Backbone - Not Web Sites • Creating/Supporting the Infrastructure for E-Commerce - Architecture • Mission-Critical, Enterprise-Wide Support for the Internet/Intranet - Highly Available • Integration of the Systems & Networks Required to Successfully Run Your Internet Environment - Enterprise Management • Managing the Data Inside Your Internet

  28. VERITAS ECS Solutions • Full Range of Services Worldwide • From Installation to Planning • From Tactical to Strategic • From Cradle to Grave • Business Practices • Infrastructure Management • Data/Storage Management • E-Business Integration • Storage Area Networks

  29.   Proactive     Reactive   Tactical Strategic Consulting Services Offerings Data Replication Business Conversion Infrastructure Continuity Services Planning High Availability Backup, Archive Enterprise Data and Vault & Storage Agents Architecture Validation   Disaster High Availability Application Recovery Planning Availability Planning Planning  Product Specific Product Specific Product Specific Installation & Infrastructure Architecture Configuration Planning Planning Services

  30. ECS Packages/Solutions • System Health Check/Audit • Enterprise Architecture & Design • Disaster Avoidance Planning • Capacity Planning • System/Network/SAN Architecture • Storage Integration • ECS VERITAS Jump Starts

  31. VERITAS Solutions Center • Environment to Test Drive Solutions - Fixed Fee • Staging Environment for HW & SW • HW: Sun, HP & EMC - Unix & NT • SW: Sun, HP, Oracle, Microsoft, BMC, etc. • Prototypes Delivered Upon Completion • Phase 0 Implementation (VERITAS Jump Start) • Flexible Delivery Offerings: • Provide Immediate ROI to Customer Disaster Avoidance – SAN Architectures

  32. The Bottom Line Technology The Right ….. Approach People The Power of Solutions3

  33. Worldwide VERITAS Education Services (VES) Roslyn B. Jones Senior Director (650) 526-2561 rjones@veritas.com

  34. VERITAS Education Services • Mission StatementTo enable VERITAS Software license sales and serve the education and training needs of IS professionals using VERITAS products

  35. VERITAS Education Services(VES) Roslyn Jones Senior Director Christine Jaffer Administrative Assistant Maria Manning-Chapman VATP Program Manager Janet Bianco Western Region ECM OR Course Development Mgr. Kurt Andersen Online Training Mgr. Rick Brown Eastern Region ECD Tony Martin Sr. Architect & Technology Eng. Liana Torresola Training Coordinator Megan Elizardo Course Developer Terry Brown Web Course Developer Michael McGovern Instructor - Virginia Bill Havey Instructor - Virginia Jacque Fitch Training Coordinator Eva Biega Course Developer Beth Wikle Web Course Developer Shirley Hopkins Training Administrator, VA Heidi Poulin Instructor - California Colin Yemm Course Developer OR Operation Program Manager Bob Lucas Instructor - Massachusetts Joshua Paley Instructor - California OR Sr. Course Developer Don Anderson Instructor - Massachusetts OR Training Administrator, MA Gerald Jackson Instructor - California Andy Boucher Instructor - Florida Todd Sturgis Outbound Program Manager Andre Stemmet Instructor - Colorado Tim Haynes Instructor - Florida Dustin Scharf Instructor - Illinois Alpesh Patel Instructor - Florida Chris Jeffery Training Coordinator Marianne Turai Training Administrator, OB David Murray Instructor - Canada Chris Fiumano Training Coordinator Barry Jackson Instructor - Colorado OR Instructor - New Jersey OR Instructor - California OR Training Admininstrator, NJ OR Instructor - Illinois

  36. Plans for the Future • Expand Curriculum and Delivery Methods • Instructor Led Training • e-Learning • Accessibility • More Classes • More Classrooms • Less Travel • Certification Year 2000

  37. Spectrum of Offerings Advanced topics & higher level VERITAS products Understanding technology today and in the future Understanding storage management concepts Senior-level strategic view of end-to-end storage mgmt Introductions to VERITAS foundation products Senior Mgmt Technical End-User Masters Program Technology Workshops Mgmt Workshops Skills Courses Elective Courses • Annual executive event • File System • Volume Mgr • NBU • HSM • BENT • Nerve Center • TeleBackup • BE-Netware • First Watch • VCS • Advanced Volume Mgr • Advanced NBU • Storage Mgr • Storage Replicator • PTR • Editions • Multi-platform environments • Storage mgmt concepts • “Storage Diversity is a Reality” • Architectural changes and transitions • Seamless integration

  38. VES Worldwide Training Centers UK TOR GR WA NJ FR CHI BOS MA DV J MV (2) VA TX FL • Japan • Sydney North America Training Centers 1999 - 10 Europe & Int’l Training Centers 1999 - 7 (Sweden, Benelux and Switzerland) “if you build it, they will come”

  39. Benefits • Retain Quality Technical Staff • Reduce Technical Support Calls • Enable full utilization of VERITAS products • 100% Satisfaction Guarantee (Customer Satisfaction is #1)“A trained customer is a satisfied customer!”

  40. Summary • Committed to provide high quality worldwide Education Services • Retain Customers • 100% Satisfaction Guarantee

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