Transforming Service & SupportImplementing a

Service Delivery University

Greg Trexler

Sun Microsystems Inc

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Agenda

• Why Service Delivery University?• What is Service Delivery University?• Developing a Service Delivery University• Challenges in establishing a University

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Who is Greg Trexler?

• 25+ years in Service & Support• Service & Support roles ranging from Field

Engineer to VP• Roles with R&D, OEM, Channel organizations• Startup ventures to Fortune 200 corporations• 8 Years with Sun Microsystems• Why a career in Services?

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Why Service Delivery University? (Service Business Issues Being Addressed)

• Enhance the service experience

• Motivate and engage workforce -- People do make a difference

• Superior performance - deeper technical knowledge reduces time to resolution

• Reduction in operating costs = better gross margin performance

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Agenda

• Why Service Delivery University?

• What is Service Delivery University?• Developing a Service Delivery University• Challenges in establishing a University

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The Service Delivery University framework includes:

• Common Core Services Curriculum– Product Strategy and Overview– Core Service Skills– Business of our Business

• College Specific Fundamentals– Tools and Processes– Products (Server, Storage, Software,

Services)– Technologies

• Role-based Accreditations– Advocate, Specialist and Expert levels

What is Sun Service Delivery University?

Complementary /

Cross-Practice

Sun Product &

Solution Accreditation

Primary Sun Server

Product Segment

Accreditation

(Includes Tools)

Fundamentals – Targeted to Specific College

SDU Core Curriculum: All Services Delivery Employees

Learning Experience ResultsStudy Test Practice Demonstrate Accreditation

A C C R E D I T A T I O N S – Role Specific

Service Delivery University Framework• Starting at the broad Service audience,

narrowing to the specific role

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What are Accreditations?

Mastery = Knowledge + Demonstrated Ability + Measured Results

Doe, JohnID: 93443Role: Open Disk Storage Specialist

Board Approved Accreditations in:SL8500 Library Sales, Specialist Level, 1/9/08NAS Technical Sales, Associate Level, 12/17/07Virtualization Solution Sales, Expert Level, 1/1/08Opportunity Management, Expert Level, 12/25/07

3 Levels of Accreditation1. AdvocateBasic understanding with limitedexperience / success

2. SpecialistIncreasing specialization, with additional experience and additionalservice results

3. ExpertExtensive experience and results – and record of mentoring others

Accreditation is a validation of an individual's level of mastery against defined performance standards tied to business results.

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Learning Path Example

Foundational Learning:Consistent across roles.

Role Based Accreditations:Knowledge gets deeper and broader as employees move from Advocate to Specialist to Expert.Each level of accreditation requires additional learning, experience, and results.

Technical Fundamentals

Operational Fundamentals

Accreditations:3-Levels: Advocate, Specialist, Expert

ProductsTechnologiesProducts &

TechnologiesFR

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Baseline knowledge of Sun's product and services portfolio

“Getting Business Done” -- processes, tools, and resources

Other Training

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Agenda

• Why Service Delivery University?• What is Service Delivery University?

• Developing a Service Delivery University• Challenges in establishing a University

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Program Requirements• Executive Commitment• Board of Governors• Service Program Management• Accreditation Design and Development • Website Design & Infrastructure• Role-specific requirements• Fast Track Opportunities• Communications• Reporting

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Service Delivery UniversityCharter

The Service Delivery University will contribute to the long-term profitable growth of Sun by attracting, developing, and retaining a high-caliber of employee to the Services Group. It will do this by creating a learning environment within the Services Group that equips the workforce with the necessary competencies to deliver against current priorities and future business needs and to improve the Customer Experience.

Goals

• Implement a learning structure that contributes to the development of a high performance culture within the Services Group.

• Develop the services workforce to enable delivery of results against current and future priorities and improve the Customer Experience.

• Introduce a results-based accreditation program that validates levels of accomplishment and is tied to measured business results.

• Attract, retain, and engage the services workforce.

Measurements

• Development and implementation of Colleges, Roles, Learning Paths and Accreditations.

• Customer Recommend Sun Index, Customer Feedback Index, and Time to Resolution metrics.

• Percentage of employees accredited for each role.

• Employee Recommend Sun Index, Employee Engagement Index, and Attrition Rate.

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Must be suitable for ALL employees in Services.

Should only contain what every employee should know. “Do non-customer facing roles need to know this?”

Length to be less than 7 hours Core curriculum is BREADTH only.

The depth comes in fundamentals and role-based accreditations.

SDU Core CurriculumGuiding Principles for Core Curriculum

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SDU Core Curriculum Modules | Content

Sun Vision & Technology

Sun's Vision & Strategy

Key Technology Innovations

Open Source Solutions

Value Proposition for Systems, Software, and

Services

Selling the Sun Story

How to position Sun

SMI Key Messages, Initiatives, and Vision

How does Sun address customer business

challenges

Customer Service

Philosophy/Priorities of Service

Measuring Quality

Types of Contracts

Communication Techniques

Service Lifecycle

Routing Support Calls

Sun's Support Structure

Escalation Process

Framing a Problem – Working Towards a

Solution – Preventing Reoccurrence

Account Management

Value of Account Mgmt

Customer Delivery Methodology (CDM)

Executive Quality Communication

Revenue Generation

Business of our Business

Sun Services Vision, Mission, and Values

(Internal Golden Pitch)

How we are organized for success

The business value Sun Services provides to SMI

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Fundamental Curriculum Strategy• Builds upon Core Curriculum• Narrowing the target

audience; deepening the knowledge

• Foundational knowledge important for key roles in a specific College– Operational– Product– Technology– Other

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Roles and Accreditations

• Role– Job that is done, regardless of

title or level

• 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

Accreditation: validation of mastery against defined performance standards that deliver business results.

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Role-Based Accreditation Components

• Learning = Study/Testing– Ensure core skills and knowledge are validated– Web-based or ILT learning on targeted products and technologies– Testing – Mastery score required. Test-out options available

• Experience = Learning products and services (assistance)– Demonstrating competency on key tasks required for the role– Conducting TOIs and Mentoring (at Expert Level)

• Results = Evidence (no assistance)– Applying acquired knowledge and skills to resolve customer issues

Study Practice SuccessTest Demonstrate Accreditation

Learning Experience Results

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Gather Requirements for Each Part of the Framework M

anagersProduct BUs

CURRENT STATE Skills & Knowledge DESIRED STATE

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Systems Practice Web Infrastructure Solution Architect: Advocate Accreditation Learning Path

Cool Stack with Dtrace Lab - TBD

M

Mandatory

Busin

ess

of o

ur B

usin

ess

M

Customers & Oppty's Web Architecture & DevelopmentCoolStack and Open

Web Stack with DtraceWBT TBD & Lab

Products

Documented Win Report 50+ node Web

Infrastructure Solution

Optional Practice GEM Lead Accreditation Approval

Sun CoolThreads SystemsTechnical Essentials

WZT-1626

M

Peer Presentation

Customer Presentation

M

Sun Blade ModularSystems Sales Essentials

WZT-9989

TOOLS

Using the Web 2.0Benchmark Kit

WZO-WEB-1006

M

M

M

Fund

amen

tals

M Sun Portfolio for We Infrastructure

Customer PresentationWZSS-U3-WEB

Selling x64 SystemsTechnical Essentials

WZO-1329

xVM Ops Center Sales Essentials

WZT-2555

M

O

MM

OIdentifying a Web

Infrastructure OpportunityElevator Pitch

WZSS-U1-WEB

M

M

Cool Stack and Open Web Stack with Dtrace

WZO-WEB-1003

M

Intro to Development: Netbeans, PHP, Ruby & jRuby WZO-WEB-1004

M

Community Technologies

WZO-WEB-1005

M

Web Tier Consolidation Solution

WZT-FS1385

O

Architecture Basics WZI-AB-001

O

Sun Web InfrastructureSoftware & IdM

SGP-301 & SGP-601

O

Web 2.0 at SunWZO-WEB-1002

M

O

Patterns & ArchitecturesWZO-WEB-1001

M

Sun Developer Tools Overview Q1/Q2

SPG-201

M

O

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Weekly Status Report Detail (Sample)

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Agenda

• Why Service Delivery University?• What is Service Delivery University?• Developing a Service Delivery University

• Challenges in establishing a University

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Challenges

• Executive Commitment• University implementation vs

“Day to Day” Service Operations• Service Subject Matter Expert

Availability• Annual Development Planning • Organizational Change• Reporting• Funding

Service Delivery University

Focus of Service Delivery University

The Sun Service Delivery University implements a learning model that enables a proactive and consistent approach to leading-edge skills and knowledge in the workplace while increasing the accountability of leaders, managers, and employees in developing services capabilities

Skills Development

Long Term Profitable Growth

Customer Satisfaction

Employee Engagement

Questions?

Appendix

- Informal Learning

New Business Challenges

AccessInformation

Anytime,Anywhere

New Workforce Behaviours

NewCommunities

NewExpectations

Sources of Work Knowledge

Tribal 70.00%

Mentors 20.00%Formal 10.00%

Leverage Key Social Networking Capabilities

Increase Service Engineer Productivity Syncs content directly to iTunes