Technology Services World Presentation by Greg Trexler - May 2009 in San Jose CA

1. Transforming Service & Support
Implementing a
Service Delivery University
Greg Trexler
Sun Microsystems Inc

2. 2
Agenda
• Why Service Delivery University?
• What is Service Delivery University?
• Developing a Service Delivery University
• Challenges in establishing a University

3. 3
Who is Greg Trexler?
• 25+ years in Service & Support
• Service & Support roles ranging from Field
Engineer to VP
• Roles with R&D, OEM, Channel organizations
• Startup ventures to Fortune 200 corporations
• 8 Years with Sun Microsystems
• Why a career in Services?

4. 4
Why Service Delivery University?
(Service Business Issues Being Addressed)
• Enhance the service
experience
• Motivate and engage
workforce -- People do make
a difference
• Superior performance -
deeper technical knowledge
reduces time to resolution
• Reduction in operating costs =
better gross margin
performance

6. 6
Agenda
• Why Service Delivery University?
• What is Service Delivery University?
• Developing a Service Delivery University
• Challenges in establishing a University

7. 7
The Service Delivery University
framework includes:
• Common Core Services Curriculum
– Product Strategy and Overview
– Core Service Skills
– Business of our Business
• College Specific Fundamentals
– Tools and Processes
– Products (Server, Storage, Software,
Services)
– Technologies
• Role-based Accreditations
– Advocate, Specialist and Expert levels
What is Sun Service Delivery University?

8. Complementary /
Cross-Practice
Sun Product &
Solution
Accreditation
Primary Sun
Server
Product Segment
Accreditation
(Includes Tools)
Fundamentals – Targeted to Specific College
SDU Core Curriculum: All Services Delivery Employees
Learning Experience Results
Study Test Practice Demonstrate Accreditation
A C C R E D I T A T I O N S – Role Specific
Service Delivery University Framework
• Starting at the broad Service audience,
narrowing to the specific role

9. 9 9
What are Accreditations?
Mastery = Knowledge + Demonstrated Ability + Measured Results
3 Levels of Accreditation
1. Advocate
Basic understanding with limited
experience / success
2. Specialist
Increasing specialization, with
additional experience and additional
service results
3. Expert
Extensive experience and results –
and record of mentoring others
Accreditation is a validation of an individual's level of mastery against defined performance standards
tied to business results.

10. 10
Learning Path Example
Foundational Learning:
Consistent across roles.
Role Based
Accreditations:
Knowledge gets deeper and
broader as employees move
from Advocate to Specialist
to Expert.
Each level of accreditation
requires additional learning,
experience, and results.
Technical Fundamentals
Operational Fundamentals
Accreditations:
3-Levels: Advocate, Specialist, Expert
ProductsTechnologies
Products &
TechnologiesFRONTLINE
BACKLINE
FIELD
FRONTLINE
BACKLINE
FIELD
FRONTLINE
BACKLINE
FIELD
Baseline knowledge of Sun's product and services portfolio
“Getting Business Done” -- processes, tools, and resources
Other Training

11. 11
Agenda
• Why Service Delivery University?
• What is Service Delivery University?
• Developing a Service Delivery University
• Challenges in establishing a University

12. 12
Program Requirements
• Executive Commitment
• Board of Governors
• Service Program Management
• Accreditation Design and Development
• Website Design & Infrastructure
• Role-specific requirements
• Fast Track Opportunities
• Communications
• Reporting

13. 13
Service Delivery University
Charter
The Service Delivery University will contribute to the long-term profitable growth of Sun by
attracting, developing, and retaining a high-caliber of employee to the Services Group. It will
do this by creating a learning environment within the Services Group that equips the workforce
with the necessary competencies to deliver against current priorities and future business needs
and to improve the Customer Experience.
Goals
•Implement a learning structure that contributes to the development of
a high performance culture within the Services Group.
•Develop the services workforce to enable delivery of results against
current and future priorities and improve the Customer Experience.
•Introduce a results-based accreditation program that validates levels
of accomplishment and is tied to measured business results.
•Attract, retain, and engage the services workforce.
Measurements
•Development and implementation of Colleges,
Roles, Learning Paths and Accreditations.
•Customer Recommend Sun Index, Customer
Feedback Index, and Time to Resolution metrics.
•Percentage of employees accredited for each role.
•Employee Recommend Sun Index, Employee
Engagement Index, and Attrition Rate.

14. 14
 Must be suitable for ALL employees
in Services.
 Should only contain what every
employee should know. “Do non-
customer facing roles need to know
this?”
 Length to be less than 7 hours
 Core curriculum is BREADTH only.
The depth comes in fundamentals
and role-based accreditations.
SDU Core Curriculum
Guiding Principles for Core Curriculum

15. 15
SDU Core Curriculum
Modules | Content
Sun Vision & Technology
Sun's Vision & Strategy
Key Technology Innovations
Open Source Solutions
Value Proposition for Systems,
Software, and Services
Selling the Sun Story
How to position Sun
SMI Key Messages,
Initiatives, and Vision
How does Sun address
customer business
challenges
Customer Service
Philosophy/Priorities of
Service
Measuring Quality
Types of Contracts
Communication
Techniques
Service Lifecycle
Routing Support Calls
Sun's Support Structure
Escalation Process
Framing a Problem –
Working Towards a Solution
– Preventing Reoccurrence
Account Management
Value of Account Mgmt
Customer Delivery
Methodology (CDM)
Executive Quality
Communication
Revenue Generation
Business of our Business
Sun Services
Vision, Mission, and Values
(Internal Golden Pitch)
How we are organized for
success
The business value Sun
Services provides to SMI

16. 16
Fundamental Curriculum Strategy
• Builds upon Core Curriculum
• Narrowing the target
audience; deepening the
knowledge
• Foundational knowledge
important for key roles in a
specific College
– Operational
– Product
– Technology
– Other

17. 17
Roles and Accreditations
• Role
– Job that is done, regardless of
title or level
• 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
Accreditation: validation of mastery against defined performance
standards that deliver business results.

18. 18
Role-Based Accreditation Components
• Learning = Study/Testing
– Ensure core skills and knowledge are validated
– Web-based or ILT learning on targeted products and technologies
– Testing – Mastery score required. Test-out options available
• Experience = Learning products and services (assistance)
– Demonstrating competency on key tasks required for the role
– Conducting TOIs and Mentoring (at Expert Level)
• Results = Evidence (no assistance)
– Applying acquired knowledge and skills to resolve customer issues
Study Practice SuccessTest Demonstrate Accreditation
Learning Experience Results

19. 19
Gather Requirements for Each Part of
the Framework
Stakeholders
Marketing
Managers
Field
Region/GEM
ProductBUs
CURRENT STATE Skills & Knowledge DESIRED STATE
VALIDATEREVISION
GATHER ANALYZE

20. 20
Systems Practice Web Infrastructure Solution
Architect: Advocate Accreditation Learning Path
Cool Stack with Dtrace
Lab - TBD
M
Mandatory
BusinessofourBusiness
M
Customers & Oppty's Web Architecture &
Development
CoolStack and Open
Web Stack with Dtrace
WBT TBD & Lab
Products
Documented Win Report
50+ node Web
Infrastructure Solution
Optional Practice GEM Lead
Accreditation Approval
Sun CoolThreadsSystems
Technical Essentials
WZT-1626
M
Peer Presentation
Customer Presentation
M
Sun Blade Modular
Systems Sales Essentials
WZT-9989
TOOLS
Using the Web 2.0
Benchmark Kit
WZO-WEB-1006
M
M
M
Fundamentals
M Sun Portfolio for We
Infrastructure
Customer Presentation
WZSS-U3-WEB
Selling x64 Systems
Technical Essentials
WZO-1329
xVM Ops Center
Sales Essentials
WZT-2555
M
O
M
M
O
Identifying a Web
Infrastructure Opportunity
Elevator Pitch
WZSS-U1-WEB
M
M
Cool Stack and Open
Web Stack with Dtrace
WZO-WEB-1003
M
Intro to Development:
Netbeans, PHP, Ruby &
jRuby WZO-WEB-1004
M
Community
Technologies
WZO-WEB-1005
M
Web Tier Consolidation
Solution
WZT-FS1385
O
Architecture Basics
WZI-AB-001
O
Sun Web Infrastructure
Software & IdM
SGP-301 & SGP-601
O
Web 2.0 at Sun
WZO-WEB-1002
M
O
Patterns & Architectures
WZO-WEB-1001
M
Sun Developer Tools
Overview Q1/Q2
SPG-201
M
O

21. 21
Weekly Status Report Detail (Sample)

22. 22
Agenda
• Why Service Delivery University?
• What is Service Delivery University?
• Developing a Service Delivery University
• Challenges in establishing a University

23. 23
Challenges
• Executive Commitment
• University implementation vs
“Day to Day” Service Operations
• Service Subject Matter Expert
Availability
• Annual Development Planning
• Organizational Change
• Reporting
• Funding

24. Service Delivery University
Focus of Service Delivery University
The Sun Service Delivery University implements a learning model
that enables a proactive and consistent approach to leading-edge skills
and knowledge in the workplace while increasing the accountability of
leaders, managers, and employees in developing services capabilities
Skills Development
Long Term Profitable Growth
Customer Satisfaction
Employee Engagement

25. Questions?

26. Appendix
- Informal Learning

27. New Business Challenges
Access
Information
Anytime,
Anywhere
New
Workforce Behaviours
New
Communities
New
Expectations

28. Sources of Work Knowledge
Tribal 70.00%
Mentors 20.00%
Formal 10.00%

29. Leverage Key Social Networking
Capabilities

30. Increase Service Engineer Productivity
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