the services delivery university your growth. our future
DESCRIPTION
IQPC Knowledge Management for Service & Support Conference in Boston MA by Greg Trexler - August 2009TRANSCRIPT
Sun Confidential: Internal Only Page 1
The Services Delivery UniversityYour Growth. Our Future.
Greg TrexlerSun Microsystems18 August 2009
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Preventing
Death, Destruction, Decreased Revenue
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Enterprise Volume
Sun Fire UltraSPARC
& x64 Servers
Sun BladeServers
Carrier /Telco
Sun SPARCEnterprise
Servers
Leading RAS,powerful UNIX,
most HW partitions
Blade Data
SPARC64
Sun Fire UltraSPARC
& x64 Servers
Sun BladeServers
Sun BladeServers
Sun BladeServers
Sun BladeServers
Sun BladeServers
Sun NetraServers
Industry’s Fastest, Most Scalable, Most Energy Efficient Systems
Comprehensive Server Portfolio
CoolThreads,virtualization,
web scaleperformance high density
Highperformance,power/space
efficiency,capacity, I/O
1st hybrid,density, 45 TB
Ideal SAN Infrastructure
systems
5x9+ reliability,NEBS
compliant,10GbE
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New Business Challenges
AccessInformation
Anytime,
Anywhere
New
Workforce Behaviours
NewCommunities
NewExpectations
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Why Service Delivery University? (Service Business Issues Being Addressed)
● Aligns learning with business priorities.
● Tailored to meet the needs of Service employees.
● Incorporates best practice into learning.
● Combines theory with practice, and skills with experience.
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Training to Learning
Status Quo Innovation
What’s Not What’s Hot
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The Services Delivery UniversityYour Growth. Our Future.
SDU Overview
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The Services Delivery University will contribute tothe long-term profitable growth of Sun byattracting, developing, and retaining a high-caliberof employee to GCSD. It will do this by creating alearning environment within GCSD that equipsthe workforce with the necessary competencies todeliver against current priorities and future businessneeds and to improve the Customer Experience.
Services Delivery University Charter
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The Services Delivery UniversityCore Content
Sun Technology
Key Technology Innovations
Open Source Solutions
Value Proposition for Systems,
Software, and Services
Service Lifecycle
Sourcing Documents
Routing Support Calls
Escalation Process
Framing a Problem – Working Towards a Solution – Preventing
Reoccurrence
Account Management
Value of Account Mgmt
Elite Customer Program
Executive Quality Communication
Revenue Generation
Business of our Business
How we are organized for success
GCSD Priorities
Customer Service
Philosophy/Priorities of Service
Measuring Quality
Types of Contracts or Service Levels
Communication Techniques
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The Services Delivery UniversityA New Learning Experience
> Learning = Study/Testing
– Ensure core skills and knowledge are validated
> Experience = Learning products and services (assistance)
– Learning products and services from SMEs as “virtual mentors.”
– Demonstration of successful issue resolution to peers
– Conducting TOIs and Mentoring (at Expert Level)
> Results = Evidence (no assistance)
– Applying acquired knowledge and skills to resolve customer issues
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Mandatory
Systems Collegex64 Advocate Accreditation Learning Path
LEARN
EXPERIENCE RESULTSx64 BasicsCourse
X64 GatheringData Course
x64 ProceduresCourse
x64 TroubleshootingCourse
Activity
Approval
Experience
Activity
Results
Activity
Results
Validation
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The Services Delivery UniversityRole Based Accreditations
3-levels of Accreditation
– Advocate, basic understanding with limited experience or success.
– Specialist, increasing specialization with successful work experience.
– Expert, extensive experience and successful results with a record of mentoring others
Mastery (accreditation level) = knowledge + demonstrated ability + measured results
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Increase Service Engineer ProductivitySyncs content directly to iTunes
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Challenges
• Executive Commitment• University implementation vs
“Day to Day” Service Operations• Service Subject Matter Expert
Availability• Annual Development Planning • Organisational Change• Reporting• Funding
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Learning = Putting the it all together
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