Driving the Journey – VMware IT
At VMware, Virtualization and Cloud are the default architectural strategies. As a result, 80% of IT programs support business growth. Daily, we have the metrics to support this model: servers can be provisioned in minutes with improved reliability, our SDLC process has been optimized for speed and agility, and we have improved the customer experience and reduced costs by re-engineering customer portals to Open Source (SpringSource). In addition, our migration of CRM applications to Cloud (SFDC) have accelerated innovation and improved staff productivity. Read on to learn more about our progress in this area. In this section, you will find best practices to guide both companies new to this journey as well as companies that are further along the path. Our work in this area is ongoing, and transformation is a journey, not a destination.
VMware’s transformative shift toward the Software-Defined Data Center required changes at all levels of the IT organization. Changes in managing people and processes have enabled IT to shift away from managing infrastructure and freed cycles so IT can focus on end users, applications, and offering its value-add through a service model. In its evolution to IT-as-a-Service, the VMware IT organization now consumes infrastructure through its tenancy in a private cloud while offering IT services such as Dev/Test instances through a service catalog.
- Evolve IT business practices, policies, and people to unleash the transformative potential of the cloud.
- Implement new guidelines for managing “people and processes” in the cloud, including lifecycle management, architecture, governance, data initiatives, and IT-as-a-Service initiatives.
- Customer One program drives better customer experience by inserting IT in the product launch process, from beta to GA.
- Transform quality assurance process through rapid provisioning of Dev/Test instances enabled by moving infrastructure to a private cloud and becoming a tenant to consume those services.
- Evolve software development lifecycle (SDLC) processes to balance waterfall and agile development processes.
- Increase focus on data initiatives, including Business Intelligence, Big Data, and Master Data Management.
- Increase focus on applications and improving the end-user experience, with tools such as Single Sign-On.
- Transform IT governance, architecture, and business processes to drive toward the Software-Defined Data Center.
Managing application infrastructure is a core element of VMware’s IT resiliency program, which helps ensure that service outages are kept to a minimum. Thanks to this program, the reliability of mission-critical applications has dramatically improved. Through a combination of people, process, and technology, the company is now able to manage its application infrastructure for business continuity and to confirm its applications can scale with VMware’s rapid growth.
- Maintain application infrastructure services to ensure business continuity and critical application reliability
- Launch and execute a phased resiliency program to manage application infrastructure, ensuring that all application hardware and software components are redundant, scalable, performing optimally and running on a supported version
- Reliability significantly improved to attain stability, performance, and availability
- Better accountability from vendors and service providers because VMware is always on supported versions to comply with SLA requirements
- Application infrastructure gains resiliency and scalability for a rapidly growing business
- Cross trained teams ensure rapid issue response to enable services to be restored very quickly
How to Buy A Cloud: VMware’s Subscription-Based Delivery Platform Offers Partners, Customers a Business Model for On-Demand IT Services
As the cloud economy matures, VMware is evolving new business models to enable on-demand purchasing of cloud products and services and is driving new revenue opportunities for channel partners through its Subscription-based Delivery Platform (SDP). SDP allows partners to have a flexible way to configure cloud solutions for customers and unifies the customer experience across products, services, and customer support.
- Create a new business model for subscription-based services and drive new VMware business processes to better enable cloud provisioning
- VMware created the Subscription-Based Delivery Platform (SDP) to better integrate the customer experience across products and support through delivery of policies and procedures that enable the purchasing of cloud services
- Evolve VMware’s maturing vision of the Software Defined Data Center
- Drive greater channel revenue by offering new subscription-based services
- Further integrate VMware processes to maintain consistent customer experience from initial purchasing through customer support
- Offer vCloud Hybrid Service through SDP, allowing customers to purchase compute, storage, and other cloud components, with the security, scalability, and support needed for enterprise-class cloud computing
- Increased self-service for customers to view purchased subscriptions, file support tickets, and purchase add-on products, leveraging existing My VMware portals
- Support business policies necessary for subscription offering, including pricing, product, partner, and finance domains
The cloud is a moving, growing system, and it can be a challenge to maintain business continuity in this dynamic environment. IT innovation is needed to really harness the power of technology for business transformation. VMware has deployed its Enterprise Platform as a Service (PaaS) platform, an overall application lifecycle management system, to deliver on the promise of IT as a transformative agent in business.
- To deliver higher service levels at a lower cost
- To meet the ever-increasing user demand for more applications and drive to virtually zero downtime
- Deploy Enterprise PaaS (Platform-as-a-Service) Platform to drive greater deployment agility and availability of green field applications and services at a lower cost
- Self-healing capabilities repair downed application instances with no user interruption or IT intervention
- Reduce IT overhead and administration
- Easily manage increased number of custom applications in the enterprise while driving down IT costs
- Lower overall application TCO
- Achieve high levels of availability, scalability, and efficiency
- Deploy enterprise-class system for full runtime applications management for easier, lower-cost delivery of services in the cloud
The Evolution of Platform-as-a-Service - Cloud Foundry Facilitates Self Service, Slashing Time to Benefit and IT Overhead
VMware's IT Operations team faced a pressing need to accelerate the delivery of applications and services to end users while reducing IT overhead. By deploying Cloud Foundry in a private cloud, IT realized the benefits of end user self-provisioning by offering a set of out-of-the-box services that slashed waiting times for new apps from weeks to days, even hours.
- Deliver end user services faster while minimizing IT Operations intervention
- Deploy VMware's Cloud Foundry in a private cloud, providing a set of on-demand, out-of-the-box services to allow users to self-provision and to minimize IT Operations overhead
- VMware's PaaS platform matures through the addition of Cloud Foundry to a private cloud
- Users can self-provision to new services and applications, slashing the time to get new business functionality from at least 4 weeks to a couple of hours
- Accelerate applications development by reducing development time from 4 - 8 weeks to less than 2 days
- Deploy self-monitoring, self-healing properties to Cloud Foundry, taking IT's direct involvement in managing end user applications to nearly zero
- Delivering further on the vision of the Software-Defined Data Center
vSEL Sales Enablement Cloud Travels with the Sun
Hard work usually produces good outcomes, but excellent outcomes may require more than work; they may require play. That’s how an experiment in using VMware technologies to offer sales engineers a better way to develop customer demos resulted in vSEL, VMware’s first sales enablement platform.
- Exhibit excellence in global field enablement through best-in-class customer demo ability
- Take VMware’s sales enablement platform to the Cloud for scalability, cost efficiencies, accelerated cycles and agility
- Leverage all applicable VMware technologies
- Free sales engineers (SEs) from the burden of using shared, scheduled resources that hampered development, test and QA cycles
- Deliver training and “lab” platform to field and partner organizations in the Cloud
- Eliminate capacity limitations that made it necessary to share and schedule hardware and infrastructure resources for lab time
- Free up development, test and QA cycles
- Enable cost-effective global vSEL deployment through new paradigm
- Platform independence, high availability and scalability at a fraction of the cost
- Overcame capacity limitations and eliminated scheduling backup of shared resources
- vSEL 2.0 built entirely on VMware technologies, underscoring VMware technology and product value
- Cloud-based training for SEs and partners
- Demo cycles are greatly shortened
- Example of first Cloud-enabled sales enablement platform running successfully in production
Cloud-based Human Capital Management (HCM) Solution Slashes IT Overhead, Boosts Service Levels
With VMware experiencing rapid growth, the Human Resources organization was facing the limits of its internally managed legacy human resource information system (HRIS). Using this legacy on-premise HR application required VMware’s IT department to support the system. Further, the old system lacked the scalability and reporting requirements that VMware’s HR organization needed. Workday HCM was selected for its ability to handle audit and compliance reporting. And because it was a SaaS-based solution it could easily scale and offer new services.
- VMware’s internally managed legacy HRIS could not meet HR’s needs for data tracking, scalability and reporting requirements
- IT’s manual management of the old system was resource-intensive
- HR relied on IT to get much of what it needed out of its legacy HRIS
- Launch a cross-functional team, including IT, to evaluate HRIS/HCM systems
- Perform a cost/benefit analysis of re-implementing the old system vs. adopting a new one
- Implement Workday HCM, boosting HR’s agility and reducing IT overhead through a SaaS-based solution
- Empower HR to own its HCM
- Use vendor’s best practices for rapid time-to-benefit
- Increased reporting abilities
- Reduced IT overhead
- Reduced HR overhead through employee self-service
- Go-live in less than four months using best practices
- Maximized agility with cloud-based solution
SFDC Service Cloud Drives Global Best Practices for a Better Customer Experience
VMware’s Global Support Services (GSS) organization sought to improve its customer support experience. Its legacy application was cumbersome, limited and not scalable. Further, it lacked integration with sales information and wasn’t consistently implemented across global support operations. When IT’s assessment determined that an upgrade to the legacy system would still not deliver all the desired benefits and would present scalability issues, it was decided that GSS would move to the Cloud.
- VMware’s Global Support Services (GSS) organization needed consistent best practices to drive a positive customer experience from anywhere in the world
- The company needed a cloud-based, global support solution for scalability, price/performance and enterprise visibility
- Integration with sales and partner platforms would drive further benefits through a unified view of increased customer touch points
- A solution that improved on VMware’s dated support system and supported the upgrade of integrated email and web tools
- A cloud-based, scalable solution to drive cost and operational efficiencies
- Integration between sales and support environments after sales migrated to a cloud solution
- Consistently applied customer support best practices
- Single, global solution that applies consistent best practices
- Unified view into support and sales history
- Cloud-based solution drives low TCO and reduced IT overhead
- High scalability and improved agility
- Workflow replaces email for reliable and expedited problem resolution
Driving High Availability and a Better Customer Experience through Custom Applications for VMware’s Service Cloud
In order to deliver a world-class service experience, VMware moved its Global Services Support (GSS) organization from an on-premise legacy solution to SalesForce.com’s Service Cloud. Both GSS and IT immediately saw the benefits of a hosted solution: a highly agile, on-demand system that tightly integrated email and other web-based applications with the support application - all with minimal IT overhead for VMware.
- Provide business continuity for Global Support Services (GSS) during SFDC downtimes
- Drive high availability for Service Cloud
- Ensure a 24/7 positive service experience for VMware customers
- Further improve the customer experience through integration with sales and global support organizations
- Implement two custom applications, eForms and SR Viewer, in VMware’s private cloud
- Drive an enterprise-class service experience for VMware customers
- eForms provides high availability and business continuity for VMware GSS during planned and unplanned outages of the SalesForce Service Cloud
- Customers receive uninterrupted support via the phone channel
- SR Viewer provides sales organization’s Technical Assistance Managers (TAMs) with easy insight into status of support incidents around the clock
- There is seamless interaction between eForms, SR Viewer and SFDC Service Cloud via a 15-minute delayed data feed from SFDC to a common eForms and SR Viewer database