VMware is innovating smart capabilities in Workspace One to get customer insights and enhance security. Identity management will monitor a user's behavior, software performance, and hardware information by using ML. Business applications are coming with AI capabilities. VMware Skyline will help save time as collecting product data, events and conditions, and identifying issues will be quicker, allowing for faster time to resolution (TTR). The largest areas of influence to start with will be around problem identification, and the time it takes for support engineers to find answers to the problems that are reported along with also sending product data, which is utilized in support investigations. VMware Skyline will ensure that VMware Validated Designs (VVDs) should be followed. All support engineers associated with a premier support services team will be responsible for understanding the value and benefits of VMware Skyline and including it in daily conversations to drive customer adoption by encouraging customers to download and install the collector. As the viewer is made available, support engineers will also need to actively use it as they work on support requests for VMware Skyline customers. Support Account Engineers (SAEs) and Support Account Managers (SAMs) can use the Operational Summary Report (OSR) to have more impactful conversations that enhance and broaden the focus of these calls to be more proactive. It will help summarize the changes that are identified and the recommendations to fix any potential issues that have been identified. There will be a compilation of relevant Knowledge Base (KB) articles, field alerts, and security issues to review with the customer.
Customer success dashboards will use VMware Skyline data to highlight opportunities for customers to realize the maximum value from VMware products and services. The customer success team members will be responsible for understanding the value and benefits of VMware Skyline and including it in daily conversations to drive customer adoption. The customer success team can leverage VMware Skyline data as it will provide product usage data that will be a key input into the customer health score. It will provide both purchased versus deployed data (app adoption) and also provide health information through the customer health check report which can be used by the services team. This report is available to Cloud Service Managers (CSMs) as input to better plan for future. This report should be run quarterly for now.
Skyline will also provide key information regarding the product version to ensure the compatibility of products prior to an upgrade. It will also provide hardware information to show current state compatibility with the VMware product, as well as a site profile which will provide a topology view of the customer environment for VMware products. It is a tool that allows the consultant to engage with customers and give them recommendations so that the implementation team will continue to drive all execution planning and implementation of these recommendations.
The implementation team will be able to view the incoming data in the VMware Analytics Cloud that customers send back, but the services team must complete the Data Privacy training before requesting access to the data in a raw format. VMware Skyline should be seamless for customers, and there is no additional cost to customers as it's included in their support subscription. Customers on VMware Skyline will have their reactive support cases resolved more quickly, allowing them to get back to business faster. Reactive support issues can be resolved more quickly with proactive, predictive, and prescriptive recommendations, which will improve the environment's overall performance and health. This overall environment health will include improved reliability, scalability, configuration, design compliance, and cross-product recommendations.
Many customers rely on partnerships with VMware's authorized service providers to manage and support their VMware deployments, so partners should be included in the VMware Skyline program to leverage this technology in joint support processes. vSAN support analytics build a scalable support mechanism to leverage the CEIP framework. The wide variety of data that's collected allows the health check team to rapidly test improvements on existing health checks as well as new ones for accuracy. The vSAN compatibility guide team identifies common causes for problems, and the engineering team fixes issues that have not yet been reported or escalated.
The support team can quickly resolve issues by reducing the overall resolution time and enhancing the customer support experience. The product management team is able to better prioritize features by better understanding how customers have configured their environments, while product development need to prioritize additional configuration assist functionality to fix the most common configuration issues. This is leveraged for customers with production support and is integrated for reactive support purposes. vSAN CEIP data is transferred using the SSL (HTTPS) protocol from the vCenter Server. This will leverage a proxy that's configured for the vCenter Server. CEIP data is transferred to https://vcsa.vmware.com. vSAN is currently using the CEIP data for configuration, health, and performance telemetry, since unique information is complicated.