It’s interesting that for the first time, the opening keynote on Day one (and my first Virtual Geek post!) isn’t just about a new product, a new “project” (i.e. still semi-stealth), platform, or cool technology – but a new thing that we’re doing to help service and support our customers.
On the flip side, it’s remarkable that it’s taken us this long to put this topic in the spotlight, and I’m really glad that we are. Why? Because it MATTERS. ESG did a study on the most important criteria in making storage choices, and this is what they found:
Was it inline dedupe? Scale-out vs. scale-up? Flash density? vSphere integrations and VVOLs? Nope.
Look – those innovations are really important – but what’s the MOST important when it comes to storage/persistence? Service and support.
That’s really important in the storage/persistence world, as everyone in IT knows that there’s no worse day than a bad storage day. That’s the unique “essence” of persistence in all its forms – unlike its “infrastructure siblings” of compute and network/transport. When it’s gone – it’s GONE… and it matters a LOT when it’s gone.
As part of the senior leadership team - every day I see the worst incidents from around the world. I’m sure I speak for my brothers and sisters that they can be terrifying and depressing. You get a really visceral and deeply personal feeling of how important it is that we do our job (engineering great and solid products, selling/designing them properly, delivering and supporting them).
Don’t get me wrong – I know that statistically, as a team, we do a good job supporting our customers, and we watch Net Promoter Scores like a hawk. There’s always room to improve – but EMC is associated with trusted infrastructure for a reason.
BUT – I think we could do better with our online support experience. Not that it was bad, but it wasn’t all it could be either.
That changes NOW.
MyService360 is our next-gen component of the online https://support.emc.com/ experience. You can find out more here. If you want to go directly to MyService360 – it’s available to anyone registered with EMC Online Support services – right here: https://support.emc.com/myservice360
It adds some killer new stuff, all build of an analytics engine built on top of Vblocks, Isilon and a business data lake using the Pivotal Data Suite.
There’s an ability to visualize the health & risk of your EMC service environment around the globe with the ‘Heads Up’ display:
There’s an ability to quickly visualize your own installed base of EMC platforms and see your relative position to target code revs:
There’s an ability to see your service activities (either open SRs, platform warnings, etc) mapped geographically, and to drill down:
Of course – this all depends on using connected platforms – and with more and more EMC platforms leveraging embedded EMC Secure Remote Services (ESRS) including many of the announcements from this week – it’s easier than ever to get this sort of capability – important at any scale, but critical at large scale.
This is a case where I think we should have done this earlier, but I’m glad that we’re here now – and it’s been a great effort by many passionate EMCers that think about customers all day long 24 x 7 x 365 (thank you!).
MyService360 has been in limited availability for approximately 12 months now with hundreds of our customers, and I want to take the opportunity to thank those customers for their feedback, requirements and direction. It is great that it is now being democratized for everyone.
Let us know what you think, always looking for your feedback – good, bad, and ugly!
What would you like to see us do next?!?!