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Become an Emulex Expert with Free Technical Training and Certification

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  • 1. Emulex Support andManagement DiscussionDecember 14, 2011
  • 2. 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 © 2011 Emulex Corporation 2
  • 3. OneCommand ManagerUpdateAlex Amaya
  • 4. Customer SatisfactionSurvey
  • 5. The Emulex Satisfaction Survey 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 Network Respondents: Administrator 7% – 878 End Users Director of IT 7% Technical Server Consultant Administrator 8% 23% Enterprise/Solu tion Architect 10% Other: 18% Storage Administrator Storage 16% Architect 11% © 2011 Emulex Corporation 5
  • 6. Sample of Participants Blue Cross Blue ACS Hallmark T-Mobile Shield Pfizer ADP JP Morgan Chase TDS Telco Borders Pier 1 AMD Kaiser Tahoe Forest CUNA Mutual Qwest AT&T Permanente Health Capital One Raytheon Abbott Labs Liberty Mutual The Scooter Store Chevron Renaissance Accenture Lockheed Martin Thomson Rueters Citigroup GroupAdventist Health Lowe’s US Bancorp Comerica Bank Rockwell Aetna Mary Kay UDP Conoco Phillips Automation Allstate Mayo Clinic USAA Cox Comm. SamsungAmer. Fin. Group McGraw Hill USBankcorp Delta Siemens Amer. Honda McKesson Unisys Etrade Southern Cal. Assurity Life Monsato UnitedHealthcare EMC Edison Auto Club National Semi. Verizon Edward Jones Sprint BMW Nationwide Wachovia Bank Expedia State Farm Ins. Bank of Can. Northrop Grum. Walgreens FedEx State Street Bank of Amer. PacifiCorp Walt Disney World Fidelity SungardBank of the West Pacific Life Wellmont GEICO Symantec Barclays Panasonic Healthcare HP Sysco Co. © 2011 Emulex Corporation 6
  • 7. 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% 94.4% 93.5% 94.6% 94.3% 93.9% 88% 89.1% 89.5% 86.3% 81.9% 81.9% 76.1% 52.8% © 2011 Emulex Corporation 7
  • 8. End User Satisfaction withEmulex Fibre Channel HBAs Percent800 Satisfied or Very Satisfied 97% 98% 94% 96% 90% 96% 82% 95%700 91%600500 Not Satisfied400 Somewhat Satisfied Satisfied300 Very Satisfiied200100 0 Initial Product Long-term Operating Performance Management User Interoperability Value Overall Quality upon Reliability System Support Simplicity and Documentation Experience Receipt Functionality © 2011 Emulex Corporation 8
  • 9. End User Satisfaction withEmulex Ethernet Adapters Percent120 Satisfied or 94% 90% Very Satisfied 97% 97% 94% 91%100 92% 90% 86% 80 Not Satisfied 60 Somewhat Satisfied Satisfied 40 Very Satisfied 20 0 Initial Product Long-term Operating Performance Management User Interoperability Value Overall Quality upon Reliability System Support Simplicity and Documentation Experience Receipt Functionality © 2011 Emulex Corporation 9
  • 10. Technical Support Statements Percent700 Agree or Strongly600 91% 90% Agree 97% 94%500 94%400 Do Not Agree300 Agree Strongly Agree200100 0 Emulex Technical Support Emulex Technical Support My Emulex support cases are Accessing the Web-based The Emulex Web-based engineer was technically was easy to access typically resolved in an Knowledgebase is Knowledgebase is helpful competent, responsive and acceptable amount of time straightforward provided an acceptable solution © 2011 Emulex Corporation 10
  • 11. Support Discussion
  • 12. 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 © 2011 Emulex Corporation 12
  • 13. 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 © 2011 Emulex Corporation 13
  • 14. Emulex Extra Programhttp://www.emulex.com/emulex-extra/overview.html
  • 15. Based on This Survey Emulex has Createdthe 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 © 2011 Emulex Corporation 15
  • 16. Emulex Extra Program:Connects you with more tools, resourcesand support to make you an instant hero The Emulex Extra Program gives end users a unique portal for accessing training, support, download s and more…. © 2011 Emulex Corporation 16
  • 17. Emulex Expert Certification Computer-Based Training Available • Fibre Channel HBAs • Ethernet Adapters • OneCommand Manager © 2011 Emulex Corporation 17
  • 18. Emulex Expert CertificationTwo Technical Trainings AvailableOneConnect Ethernet: LightPulse Fibre Channel: OneCommand and OneConnect Installing the LightPulse HBA and Installation OneCommand Manager – Quick and easy instructions and – A review of the instructions for examples for installing the Universal installing the LightPulse adapter and Converged Network Adapter (UCNA) management software. hardware and management software. LightPulse HBA Configuration and OneCommand Configuration Tuning – Step-by-step instructions for – An introduction to the configuration of configuring the UCNA with the LightPulse adapter, operating OneCommand and tutorial on the system specific instructions, and a software features. basic review of how to tune the adapter. Maintenance and Troubleshooting – Fault identifications and analysis for LightPulse HBA Maintenance common SAN errors, including running – An introduction on how to use the and interpreting OneCommand LightPulse documentation set. Plus, an diagnostic tools. introduction to the maintenance and troubleshooting of the LightPulse adapter. © 2011 Emulex Corporation 18
  • 19. About Emulex Expert Training Comprehensive Entertaining Modular Re-entrance Webcast Attendees completing one course by February 14th will receive a Starbuck’s Card. © 2011 Emulex Corporation 19
  • 20. Customer Support Online Case Management Download Page © 2011 Emulex Corporation 20
  • 21. Emulex ExtraDemonstration
  • 22. New Emulex Download Pages © 2011 Emulex Corporation 22
  • 23. Easier Navigation and Better InformationOrganization © 2011 Emulex Corporation 23
  • 24. New Interoperability Database http://www.emulex. com/interoperability .html © 2011 Emulex Corporation 24
  • 25. White Papers and More White Papers And Technical Guides Search Tool for easy access © 2011 Emulex Corporation 25
  • 26. Connect with Emulex Access to Emulex Social Media New Emulex Extra Linkedin Group © 2011 Emulex Corporation 26
  • 27. OneCommandManager
  • 28. Percent of End Users Using Management Applications (Includes ALL End Users)80% 74%70% 62% 59%60%50% 46% 44% 42% 41%40% 31% 31%30% 26% 23% 20% 20% 18% 17% 17% 16%20%10%0% 100%=774 © 2011 Emulex Corporation 28
  • 29. OCM CLI vs. GUI Usage CLI • Prior perception that CLI was the 5% dominant interface NO OCM • Clear indication that usage is split 25% with GUI as the preferred interface GUI 32% GUI + CLI 38% N=729 © 2011 Emulex Corporation 29
  • 30. Usage Frequency for OCM GUI Users478 Users 7% 15% 22% Annually (once a year) 26% Quarterly (once a quarter) Monthly (once a month) 30% Weekly (once or more a week) Daily (more than once a day) © 2011 Emulex Corporation 30
  • 31. OneCommand™ ManagerAdapter Management Software
  • 32. Emulex Adapter Management SummaryOneCommand 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 HBAnyware (EOL) • Legacy management for Emulex HBA (FC) and CNA (FCoE) adapters • No longer devilered © 2011 Emulex Corporation 32
  • 33. OneCommand Manager (OCM) OverviewCentralized multi-protocol management forEmulex 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 optionsStreamline operations, optimize configurationsand increase server availabilityAddresses 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 © 2011 Emulex Corporation 33
  • 34. 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 filtersBatch 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 © 2011 Emulex Corporation 34
  • 35. OCM for VMwarevCenterDemonstration
  • 36. 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 © 2011 Emulex Corporation 36
  • 37. © 2011 Emulex Corporation 37

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