While it doesn’t get the airtime that big products/technologies/acquisitions gets – I think that things like tools and support are as important ultimately.
There’s been a ton of work on the EMC Support tools and models that is getting refreshed here at EMC World.
The wave of updates to the EMC Support online portal (http://support.emc.com) is huge (and goes online in June):
- Customer, EMC, and EMC Partner access to the Install Base database – this enables the user to examine their inventory, outstanding SRs, and details across their EMC platforms, in one simple easy place. This uses ESRS (best – richest capabilities) and other older vehicles (good – like dial-home) for getting data into the SYR system. ESRS is getting built-in to the platforms more and more (vs standalone gateways) which is good.
- For Elite customers, this inventory is mapped onto geographic maps, with push-pins representing sites, and colors indicating open SRs. Over time, the team’s goal is to open this to all customers.
- We’ve merged the Primus/Knowledgebase system, the SR system all into the common support portal.
- The EMC Support mobile app (on iTunes store here) now has the ability to update SRs. Future updates are targeting cool things like voice-based updates.
Check out his demonstration here!