Novell Support Revealed
           ®

An Insider's Peek and Feedback Opportunity
Welcome from Novell Support                        ®




    Host:
                                      Dave Cutler
     ...
On the Agenda

       Provide clarity around Novell support programs
                                            ®



    ...
When You Leave this Session...

    •   Understand Novell Support's direction, strategies
                                ...
Our Commitment to
Customers and Quality
About Novell Support                  ®




                                              Global support, 24/7/365

     S...
Our Mission




7   © Novell, Inc. All rights reserved.
Commitment to Quality and
    Continual Improvement

                         Quality certifications


                   ...
Headed in the Right Direction

                                                          Overall Satisfaction has
        ...
Just Like You




      Meeting                                Managing
     Customer                                 Limi...
Support Operation Model Overview

                                                                     Data Center Level 1...
Direction of Novell Support                    ®




         Automation Support
             • Enable Error-to-Solution i...
Chat Support Technology

     •   Speed resolution with remote diagnostic capabilities

     •   Eliminate communication b...
Novell Support Advisor  ®




                        •   Provide an automated, self-help tool for
                       ...
Novell Support Advisor  ®




     1    When started, NSA retrieves        2   User discovers and securely    3   Support ...
“Crit Sit” Process


     1             Critical problem identified (by anyone) and validated by
                   Servic...
Increased Maintenance Benefits

                                       Upgrade Protection
                                ...
Partner With Us

     •   Participate in our surveys
          –   Post-SR survey: 2-3 minute survey regarding SR
        ...
Unpublished Work of Novell, Inc. All Rights Reserved.
This work is an unpublished work and contains confidential, propriet...
Novell Support Revealed! An Insider's Peek and Feedback Opportunity
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Novell Support Revealed! An Insider's Peek and Feedback Opportunity

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Don't miss the opportunity to interact with key members of the Novell Services team. We are eager to hear from the customers we serve and provide insights to you into our continuous improvement plans aimed at your satisfaction. In this session, you will learn how Novell has worked to maintain our world-class support standards in the face of intense, global economic pressures and challenging industry trends. Take a peek inside the processes of our global support organization, learn about our technological advancements, and provide feedback on our support offerings.

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Novell Support Revealed! An Insider's Peek and Feedback Opportunity

  1. 1. Novell Support Revealed ® An Insider's Peek and Feedback Opportunity
  2. 2. Welcome from Novell Support ® Host: Dave Cutler Vice President Novell Global Technical Services Panel: Todd Abney Mike Radford Director Director Global Technical Support Global Technical Support Kenny Bunnell Peggy Evans Director Support Programs Processes, Tools, Systems and Reporting 2 © Novell, Inc. All rights reserved.
  3. 3. On the Agenda Provide clarity around Novell support programs ® and processes – Recent technology investments – Process transformations – Program modifications Hear your concerns, gather your feedback for future plans of action 3 © Novell, Inc. All rights reserved.
  4. 4. When You Leave this Session... • Understand Novell Support's direction, strategies ® and key support processes • Have increased confidence in the Novell commitment to quality • Know your feedback is valued and be more motivated to participate in the improvement process 4 © Novell, Inc. All rights reserved.
  5. 5. Our Commitment to Customers and Quality
  6. 6. About Novell Support ® Global support, 24/7/365 Supporting more than Powerful self-support tools 50,000 customers and partners of every Industry recognized world-class support size and in virtually every industry Exceptional enterprise-level services Commitment to quality Multi-vendor alliances 6 © Novell, Inc. All rights reserved.
  7. 7. Our Mission 7 © Novell, Inc. All rights reserved.
  8. 8. Commitment to Quality and Continual Improvement Quality certifications Industry awards Customer validation Monitored by real-time systems to measure progress and drive improvement 8 © Novell, Inc. All rights reserved.
  9. 9. Headed in the Right Direction Overall Satisfaction has improved 5 points in one year Target: 84% TSE Satisfaction has improved 2 points in one year Target: 94% 9 © Novell, Inc. All rights reserved.
  10. 10. Just Like You Meeting Managing Customer Limited Needs Resources Expert resources Technology investments Fast response Process transformations 24x7 access Program modifications 10 © Novell, Inc. All rights reserved.
  11. 11. Support Operation Model Overview Data Center Level 1 Web- Standard Entitlement Development / Engineering (Level 3) Priority Customers and Identity Level 22Escalation Teams and Self-help Level 1 & Security Level Escalation Teams Partners Customer Service Rep End User Level 1 Computing Premium Engineer Assigned, Primary or Service Customers Dedicated Support Engineer and Self-help Partners (Service Account Manager) 11 © Novell, Inc. All rights reserved.
  12. 12. Direction of Novell Support ® Automation Support • Enable Error-to-Solution in Software Self-Help Support Assisted Support • Efficient / Robust Patching • Novell Support Advisor • Knowledge Base • Web-based Chat/Diagnostics • Proactive Support • Web-based Remote Control Notifications • Forums / How-to Videos • Telephone • Self-configuration • E-mail • Self-healing • Self-optimizations • Self-protection Customers 12 © Novell, Inc. All rights reserved.
  13. 13. Chat Support Technology • Speed resolution with remote diagnostic capabilities • Eliminate communication barriers • Maintain customer satisfaction • Increase support engineer productivity “Much better than telephone. No trouble understanding accents, no cauliflower ear and I can work on other machines while chat session is open” – Novell Customer 13 © Novell, Inc. All rights reserved.
  14. 14. Novell Support Advisor ® • Provide an automated, self-help tool for diagnosing systems and applications in an local and secure way • Demonstrate high customer adoption and reuse • Reduce service requests and support costs through need for direct support, reduce support costs through call deflection 14 © Novell, Inc. All rights reserved.
  15. 15. Novell Support Advisor ® 1 When started, NSA retrieves 2 User discovers and securely 3 Support Diagnostic Patterns new and updated Support collects system data used in are utilized to identify potential Diagnostic Patterns diagnostic analysis problems and to provide (diagnostic logic) from Novell solutions Local Customer Environment 4 User can apply solution(s) to 5 Feedback can optionally be 6 Novell refines existing Support resolve the issues and/or re-run sent back to Novell to help Diagnostic Patterns or creates NSA to determine whether refine the diagnostic and new SDP for release to NSA problem still exists solution logic client channel Local Customer Environment 15 © Novell, Inc. All rights reserved.
  16. 16. “Crit Sit” Process 1 Critical problem identified (by anyone) and validated by Service Account Manager (SAM) 2 Crit Sit owner initiates account stakeholders meeting to develop customer management, technical resolution, and internal communication plans 3 Executive leadership, BUs, Sales, Services, etc. notified by SAM or Support Manager 4 Resolution expedited with regular internal review and follow up 16 5 Crit Sit review to ensure continuous improvement for both Novell and the customer © Novell, Inc. All rights reserved.
  17. 17. Increased Maintenance Benefits Upgrade Protection and Product Updates + Unlimited Technical Support + On-demand Training 17 © Novell, Inc. All rights reserved.
  18. 18. Partner With Us • Participate in our surveys – Post-SR survey: 2-3 minute survey regarding SR – Bi-annual survey: regarding support and other areas of Novell – Ad-hoc: regarding programs, offers, etc. • Provide feedback via the web – “Talk to a Support Manager” Forum http://forums.novell.com/novell-product-support-forums/talk-novell-technical-services-manager/ – Send an e-mail to support_feedback@novell.com • Communicate directly with the Services team – Support Center Manager – Service Account Manager – Local Service Executive 18 © Novell, Inc. All rights reserved.
  19. 19. Unpublished Work of Novell, Inc. All Rights Reserved. This work is an unpublished work and contains confidential, proprietary, and trade secret information of Novell, Inc. Access to this work is restricted to Novell employees who have a need to know to perform tasks within the scope of their assignments. No part of this work may be practiced, performed, copied, distributed, revised, modified, translated, abridged, condensed, expanded, collected, or adapted without the prior written consent of Novell, Inc. Any use or exploitation of this work without authorization could subject the perpetrator to criminal and civil liability. General Disclaimer This document is not to be construed as a promise by any participating company to develop, deliver, or market a product. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. Novell, Inc. makes no representations or warranties with respect to the contents of this document, and specifically disclaims any express or implied warranties of merchantability or fitness for any particular purpose. The development, release, and timing of features or functionality described for Novell products remains at the sole discretion of Novell. Further, Novell, Inc. reserves the right to revise this document and to make changes to its content, at any time, without obligation to notify any person or entity of such revisions or changes. All Novell marks referenced in this presentation are trademarks or registered trademarks of Novell, Inc. in the United States and other countries. All third-party trademarks are the property of their respective owners.

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