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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