Learn How VMware is Transforming the Customer Support Experience at VMworld US 2019

VMworld is right around the corner. This year, we have more opportunities than ever to show you how VMware is transforming the customer support experience. We have sessions on Skyline, SupportHub, My VMware and more. There will also be a Skyline Hands-On Lab and a Expert-Led Workshop. And for our TAM customers, we’ll have a Specialist Roundtable during TAM Customer Day, as well as Office Hours during the week in TAM Customer Central.

Schedule builder is available, therefore, if you’re interested in learning more about Skyline, SupportHub, My VMware, and more, be sure to add the following sessions to your schedule. Finally, we have a really fun surprise planned for the Solutions Exchange, that will give all VMworld attendees a chance to meet the team helping transform the customer support experience and more importantly, have some fun at VMworld.

Breakout Sessions

Skyline Customer Panel: Real-World Tips to Avoid Problems Before They Occur [HBI2028BU]

• Speaker: Michelle Clopton, Senior Platform Marketing Manager, VMware
• Details: Get real-world examples of how customers proactively remediate potential issues, and learn how to present the proactive value of Skyline to business stakeholders. You will gain a better understanding of the benefits of proactive support, as well as learn customer secrets to creating a highly reliable, stable, and secure environment.
• Date: Wednesday, August 28th, 2:30-3:30pm

Skyline Proactive Support for the Software-Defined Data Center [HBI1865BU]

• Speaker: Nick Fritsch, Senior Technical Marketing Manager, VMware & James Walker, Senior Solution Architect, VMware
• Details: Dive into a behind-the-scenes look at how VMware Skyline enables proactive support. Explore the value Skyline will deliver to your organization with a detailed look at the different types of findings and recommendations it empowers you with.
• Date: Wednesday, August 28th, 8:30-9:30am

Partners Going Beyond Break/Fix with VMware Skyline [PAR3437U]

• Speaker: Parth Shah, Product Marketing Manager, VMware
• Details: Dive into a behind-the-scenes look at how VMware Skyline enables proactive support. Explore the value Skyline will deliver to your organization with a detailed look at the different types of findings and recommendations it empowers you with.
• Date: Tuesday, August 27th, 4-4:30pm

Proactive Support with Dell SupportAssist and VMware Skyline [HBI1868BU]

• Speaker: Pashmeen Mistry, Senior Product Line Manager, VMware & James Walker, Senior Solution Architect, VMware
• Details: See how Skyline works with Dell SupportAssist to enhance the customer support experience for our Dell customers. Learn about the tools Dell and VMware have to enhance the support experience and increase the time to resolution for your cases.
• Date: Wednesday, August 28th, 10-11am

How Machine Learning is making support a newly magical experience [MLA3061BU]

• Speaker: Alex Bewley, Sr. Manager – Digital Platform Architecture, VMware & Mike Olingy, User Experience Design – Digital Platform, VMware
• Details: We’re leveraging behavioral psychology and advanced ML techniques using IBM Watson to create an engagement process that will dramatically reduce case filing complexity and “fast-track” you to the expert that can rapidly solve your case. “Nudges” are used to reduce your cognitive load during stressful times, like when trying to get support, and we’ll show how they work during the case filing process. We’ll talk about leveraging the nuggets of data in millions of historical support cases and then how we applied the machine learning capabilities of IBM Watson to quickly understand the essence of a case within typing the first few words of a problem.
• Date: Tuesday, August 27th, 4-5pm

AI Driven Support: Harnessing ML for Next-Generation Proactive Support [MLA2336BU]

• Speaker: Denitsa Panova, Senior Business Analyst, Data Sciences and Advanced Analytics, VMware & Ranjani Mani, Senior Manager, Data Science and Advanced Analytics, VMware
• Details: Find out how ML learns from issues and KBs, and how to build custom models that identify SR drivers with open-source NLP algorithms (such as BERT with IBM Watson). See how this provides self-service recommendations, routes issues to the right expert, creates proactive rules, and helps VMware build better products.
• Date: Tuesday, August 27th, 12:30-1:30pm

How to Optimize the VMware Support Experience [BCA2087BU]

• Speaker: Daniel Mizrahi, Senior Support Account Manager, VMware
• Details: Learn tips and tricks about doing just that, and help to make cases go smoother and lower the pressure due to major incidents. We will also cover how VMware Support can be proactive and help achieve your business needs.
• Date: Monday, August 26th, 12:30-1:00pm

Community as a Platform for self-support and user engagement [VMTN5055U]

• Speaker: Ed Giansante, Senior Community Manager, VMware
• Details: The Global Services Support Community team wants to empower you and give you access to unleash new ways of engaging with VMware and building a self-supported community. We will share some of our Community plans put customers, partners, and employees at the center of the community ecosystem and enable it for peer-to-peer collaboration, help and learning. You’ll get a sneak-peak into our future state community experience, and how you can participate in building up your reputation and getting rewarded for your contributions. We’ll round out the session by asking for your feedback and suggestions for how we might further improve the Community support experience and reward programs.
• Date: Monday, August 26th, 4:45-5pm

Get Ahead of Support: The Keys to Understanding the Top 10 GSS Issues [HBI1964BU]

• Speaker: Jeffrey Taylor, Technical Support Director, VMware & Steven Rogerson, Sr. Solution Architect, VMware
• Details: Join veteran VMware support staff to dive deep into the top 10 technical issues that lead to support requests for VMware vSphere. Learn debugging tips that can save many hours on frequent problems such as install/upgrade failures, locked files, and Platform Services Controller stale entries. Discover methods to prevent common infrastructure outages, such as growth in the VMware vCenter Server database or vCenter Server Appliance disks. Maximize stability and minimize the chance for downtime in your vSphere environment by avoiding such outages. Walk away with the skills to confidently address issues that stop most administrators in their tracks.
• Date: Thursday, August 29th, 9-10am

Pivotal Cloud Foundry Cross-Stack Visibility with Wavefront [KUB2410BU]

• Speaker: Hristo Dimitrov, Manager – Skyline Platform Engineering, VMware & Robbie Jerrom, Tech Lead NEMEA – Modern Apps and Cloud Native Platforms , VMware & Pontus Rydin, Lead Technology Evangelist, VMware
• Details: Pivotal Cloud Foundry (PCF) and Pivotal Application Services (PAS) let your developers focus on code while leaving everything around it to the platform. But managing the platform involves lots of moving parts. Add the infrastructure to the puzzle, and you have more metrics than most people can handle. In addition, the infrastructure team, platform team, and developer team are often disconnected. This leads to finger-pointing and long MTTR. In this session, hear from a customer about how Wavefront by VMware offers a unique approach to cross-layer correlation in a PCF environment to automatically pinpoint problems among hundreds of components and tens of thousands of metrics. We will show you how to trace actual real-life issues from an application issue down to the platform and infrastructure layers.
• Date: Thursday, August 29th, 2-3pm

Design Studio Sessions

VMware Skyline – Transform Your Support Experience [UX7037U]

• Speaker: Pashmeen Mistry, Senior Product Line Manager, VMware
• Details: Join us to help take proactive support with VMware Skyline to the next level by providing input into the technology’s design. VMware Design Studios are interactive sessions exploring technical previews and early design ideas. Participants will be asked to sign a Non-Disclosure Agreement (NDA).
• Date: Monday, August 26th, 11am-12pm, 2-3pm, 5-6pm; Tuesday, August 27th, 12:30-1:30pm, 3:30-4:30pm; Wednesday, August 28th, 11am-12pm, 2-3pm, 5-6pm; Thursday, August 29th, 12-1pm

New My VMware Experience [UX7029U]

• Speaker: Priya Chawathe, Senior Product Manager, VMware
• Details: Share your story with our team – we want to make your My VMware portal experience better! VMware Design Studios are interactive sessions exploring technical previews and early design ideas. Participants will be asked to sign a Non-Disclosure Agreement (NDA).
• Date: Monday, August 26th, 11am-12pm, 3:30-4:30pm; Tuesday, August 27th, 2-3pm, 5-6pm; Wednesday, August 28th, 9:30-10:30am, 2-3pm; Thursday, August 29th, 12-1pm

VMware SupportHub [UX7036U]

• Speaker: Keith Leazenbee, Senior UI/UX Designer, VMware
• Details: The SupportHub provides a new way for customers to create Support Requests. We’ve simplified the steps taken to submit a support request, while integrating the power of IBM Watson to help make sure we have the information we need to get your issue solved quickly.
• Date: Monday, August 26th, 12:30-1:30pm, 3:30-4:30pm; Tuesday, August 27th, 11am-12pm, 2-3pm, 5-6pm; Wednesday, August 28th, 12:30-1:30pm, 3:30-4:30pm; Thursday, August 29th, 10:30-11:30am, 1:30-2:30pm

Hands-On Labs

VMware Skyline – Proactive Support, Beyond Break/Fix [SPL-2015-01-SDC_]

• Speaker: Paul Irwin, Staff Solution Architect, VMware
• Details: Skyline proactive support helps avoid problems before they occur and reduces the time spent on resolving active support requests. With just a few clicks, increase team productivity and the overall reliability of VMware environments. Skyline is included with active Production Support or Premier Services subscriptions. Skyline proactively supports vSphere, vSAN, NSX, vROps and Horizon 7 with solution tagging for VxRail and VMware Validated Designs.

VMware Skyline – Proactive Support, Beyond Break/Fix [ELW-2015-01-SDC_]

• Speaker: Paul Irwin, Staff Solution Architect, VMware
• Details: Skyline proactive support helps avoid problems before they occur and reduces the time spent on resolving active support requests. With just a few clicks, increase team productivity and the overall reliability of VMware environments. Skyline is included with active Production Support or Premier Services subscriptions. Skyline proactively supports vSphere, vSAN, NSX, vROps and Horizon 7 with solution tagging for VxRail and VMware Validated Designs.
• Date: Monday, August 26th, 3:45-5:15pm; Thursday, August 29th, 11:15am-12:45pm

Summary

As you can see, VMware is more focused than ever before to transform the customer support experience. Come hear directly from the team helping transform that experience for you.