IQPC Knowledge Management for Service & Support Conference in Boston MA by Greg Trexler - August 2009

1. Sun Confidential: Internal Only Page 1
The Services Delivery University
Your Growth. Our Future.
Greg Trexler
Sun Microsystems
18 August 2009

2. Sun Confidential: Internal Only 2
Preventing
Death, Destruction, Decreased Revenue

3. Sun Confidential: Internal Only 3
Enterprise Volume
Sun Fire
UltraSPARC
& x64 Servers
Sun Blade
Servers
Carrier /
Telco
Sun SPARC
Enterprise
Servers
Leading RAS,
powerful UNIX,
most HW
partitions
Blade Data
SPARC64
Sun Fire
UltraSPARC
& x64 Servers
Sun Blade
Servers
Sun Blade
Servers
Sun Blade
Servers
Sun Blade
Servers
Sun Blade
Servers
Sun Netra
Servers
Industry’s Fastest, Most Scalable, Most Energy Efficient
Systems
Comprehensive Server Portfolio
CoolThreads,
virtualization,
web scale
performance
high density
High
performance,
power/space
efficiency,
capacity, I/O
1st hybrid,
density, 45 TB
Ideal SAN
Infrastructure
systems
5x9+ reliability,
NEBS
compliant,
10GbE

4. Sun Confidential: Internal Only 4
New Business Challenges
Access
Information
Anytime,
Anywhere
New
Workforce Behaviours
New
Communities
New
Expectations

5. Sun Confidential: Internal Only Page 5

6. Sun Confidential: Internal Only 6
Why Service Delivery University?
(Service Business Issues Being Addressed)
● Aligns learning with business
priorities.
● Tailored to meet the needs
of Service employees.
● Incorporates best practice
into learning.
● Combines theory with
practice, and skills with
experience.

7. Sun Confidential: Internal Only 7
Training to Learning
Status Quo Innovation
What’s Not What’s Hot

8. Sun Confidential: Internal Only Page 8
The Services Delivery University
Your Growth. Our Future.
SDU Overview

9. Sun Confidential: Internal Only 9
The Services Delivery University will contribute to
the long-term profitable growth of Sun by
attracting, developing, and retaining a high-caliber
of employee to GCSD. It will do this by creating a
learning environment within GCSD that equips
the workforce with the necessary competencies to
deliver against current priorities and future business
needs and to improve the Customer Experience.
Services Delivery University Charter

10. Sun Confidential: Internal Only Page 10

11. Sun Confidential: Internal Only 11
The Services Delivery University
Core Content
Sun Technology
Key Technology Innovations
Open Source Solutions
Value Proposition for Systems,
Software, and Services
Service Lifecycle
Sourcing Documents
Routing Support Calls
Escalation Process
Framing a Problem – Working
Towards a Solution – Preventing
Reoccurrence
Account Management
Value of Account Mgmt
Elite Customer Program
Executive Quality Communication
Revenue Generation
Business of our Business
How we are organized for success
GCSD Priorities
Customer Service
Philosophy/Priorities of Service
Measuring Quality
Types of Contracts or Service
Levels
Communication Techniques

12. Sun Confidential: Internal Only 12
The Services Delivery University
A New Learning Experience
> Learning = Study/Testing
– Ensure core skills and knowledge are validated
> Experience = Learning products and services (assistance)
– Learning products and services from SMEs as “virtual mentors.”
– Demonstration of successful issue resolution to peers
– Conducting TOIs and Mentoring (at Expert Level)
> Results = Evidence (no assistance)
– Applying acquired knowledge and skills to resolve customer issues

13. Sun Confidential: Internal Only 13
Mandatory
Systems College
x64 Advocate Accreditation Learning Path
LEARN
EXPERIENCE RESULTSx64 Basics
Course
X64 Gathering
Data Course
x64 Procedures
Course
x64 Troubleshooting
Course
Activity
Approval
Experience
Activity
Results
Activity
Results
Validation

14. Sun Confidential: Internal Only 14
The Services Delivery University
Role Based Accreditations
3-levels of Accreditation
– Advocate, basic understanding with limited experience or
success.
– Specialist, increasing specialization with successful work
experience.
– Expert, extensive experience and successful results with a
record of mentoring others
Mastery (accreditation level) = knowledge + demonstrated ability + measured results

15. Sun Confidential: Internal Only 15
Increase Service Engineer Productivity
Syncs content directly to iTunes

16. Sun Confidential: Internal Only 16
Challenges
• Executive Commitment
• University implementation vs
“Day to Day” Service Operations
• Service Subject Matter Expert
Availability
• Annual Development Planning
• Organisational Change
• Reporting
• Funding

17. Sun Confidential: Internal Only 17
Learning = Putting the it all together

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