Vsm q110 Bro Capability v9 Letter r5

8/3/2019 Vsm q110 Bro Capability v9 Letter r5

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VMware

Service ManagerVersion 1.0 / Upae Sepember 2010

B R O C H U R E


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VMware Service Manager

P R O d U C t B R O C H U R E / 2

table of Conens

The VMware Service Manager Advantage. 3

Rapid ITIL Deployment . 4

Cloud Aware. 5

Flexibility and Confgurability. 6

End-to-end Automation . 7

Integrated ITIL Service Management Solution. 8

Sel-service and Request Fulflment. 9

Service Portolio Management . 9

Customer Sel-Service Portal. 9

Service Catalog Management. 10

Request Fulflment. 11

Next Generation IT Asset Management .

Asset Management. 12

Confguration, Change and Release Management. 3

Confguration Management. 13

Federated CMDB and Automated Discovery. 14

Change Management. 15

Release and Deployment Management. 16

Availability Management. 16

An Integrated Service Desk . 7

Incident Management.....................................................17

Problem Management. 18

Knowledge Management . 18

Service Level Management. 19

Event Management. 19


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VMware Service Manager is a comprehensive ITIL based solution for IT organizations

seeking to deliver service excellence as they transition from physical to virtual and

cloud environments.

The VMware Service Manager AdvantageReducing the cost o physical inrastructure, improved operational eciency and customer responsiveness are

all benefts that come with properly managed virtualization adoption. However, the rapid adoption o

virtualization has also seen the emergence o new management challenges as organisations struggle to control

the complexity and abstraction that virtualization technology introduces. As a result, an increasing number o IT

organizations are looking to the much needed transition rom a technology-centric model to a service-delivery

ocused approach to provide the visibility and control required to manage their operation as they adopt

virtualization.

Leveraging an open and confgurable platorm and intelligent automation, the VMware Service Manager solutionenables IT organizations to deliver service excellence in this dynamic new environment with predictive Problem

resolution, real-time collaborative Knowledge Management, easy-to-use workows, seamless integration with

existing inrastructure and a powerul ederated CMDB.

The key advantages to the VMware Service Manager solution include:

RapidITILDeployment

Using pre-integrated processes in a unifed single product, VMware Service Managers central web architecture

ensures rapid and centralized installation to allow you to successully deploy your ITIL solution in weeks not

months.

CloudAware

VMware Service Managers modelling o logical business services and discovery o applications and their

dependencies, physical data centres, cloud inrastructure and desktops allows you to deliver services on

physical, virtual and cloud inrastructure.

FlexibilityandConfgurability

VMware Service Managers easy to use, graphical workow Modeller and exible screen designer ensure users

can easily map the most complex o business processes to ensure richness o unctionality without

compromising ease-o-confguration.

End-to-endAutomation

From an Incident and Problem creation to proactive analysis, provisioning, credentialing updates, fnance

system updates and an easy to create and maintain CMDB, VMware Service Manager allows organisations to

take advantage o intelligent automation, rom business users to underlying inrastructure management.




RapidITILDeployment

VMwares Service Manager solution delivers comprehensive unctionality (as verifed by PINKVERIFY) or all

major ITIL processes including: Incident, Request Fulflment, Problem, Service Level, Knowledge, Change, Release,

Deployment, Service Confguration & Asset and Availability Management. VMware Service Manager urther

supports an ITIL best practice approach through the support o an integrated Service Catalog and a powerul

ederated CMDB.

All ITIL processes supported by VMware Service Manager interact with each other out-o-the-box, removing the

integration burden that can too oten accompany IT Service automation solutions, allowing you to quickly get

started, or rapidly expand and mature your IT Service Management practice as your needs evolve.

To urther support the rapid deployment o your solution, VMware Service Manager is a web-based solution,

architected to deliver high-perormance over Wide Area Networks (WAN). This allows you to centrally deploy

the oundational sotware, workow processes and screens, to ensure they are immediately available to

employees across your organisation; and use a single instance o the application to support operations spanning

multiple geographies or continents.

Network OperatingCentre (NOC)

Customer Portal

Service Desk

Integration

Infrastructure

CloudNetwork Server 3rd-Party SecurityApplicationStorage

Problem Management Change & Release Management

Federated

CMDB

Customers Process Owners & Business Management

ProvisioningDiscoveryEvents

Request Fulfilment

Reporting / Dashboards

Service Level AgreementsIncident Management

Service Catalog Knowledge Approvals

TheVMwareServiceManagerSolutionModel




CloudAware

VMware Service Manager supports the delivery of services across physical, virtual and cloud infrastructure.

Through its unique and comprehensive support or VMwares vCloud Director, VMware Service Managerprovides visibility o your cloud inrastructure and acilitates the automation o cloud provisioning, both o which

are essential in delivering ecient and reliable business services in the cloud.

VMware Service Manager customers can model and manage business services today on existing physical/virtual

inrastructure, and can confdently move more and more mission critical applications to private and public cloud

inrastructure.

Discovery

VMware Service Managers discovery capabilities allow users to monitor and map applications and

dependencies, physical data centers, cloud inrastructures and desktops. By providing visibility into these CIs

and the cloud data model (i.e. Virtual Data Centre and vApps) you can discover cloud inrastructure and

populate your CMDB, enabling you to perorm all the core ITSM processes or (or with) cloud based services.

This includes Incident categorization and Change impact analysis.

WorkowActions

VMware Service Manager allows you to orchestrate actions in your cloud inrastructure, such as creating logical

cloud partitions, and provisioning and deploying new vApps. These actions can be embedded in your Release

Management and Request Fulflment workows, driving eciency through the elimination o manual tasks,

enorcing best practices, and providing overall process governance.

Events

In the occurrence o cloud events, such as vApp deletions, VMware Service Manager also ensures you can

automatically respond by triggering Incidents and workow processes. For example; in the case o a vApp

deletion VMware Service Manager workows can be programmed to initiate the automatic release o associated

sotware licenses.

Model.logical.business.services.across.physical.virtual.and.cloud.inrastructure




FlexibilityandConfgurability

VMware recognises that while ITIL provides a ramework or a best practice approach to IT Service Management

(ITSM) each organisation has its own unique business processes and subsequently unique requirements. To

address this, the VMware Service Manager solution has a number o key capabilities including:

WorkowModeller

The Workow Modeller allows you to visually describe your ITSM processes through an easy-to-use, drag and

drop based interace.

A key eature o the Workow Modeller is the workow task palette, which includes icons or common ITSM

specifc tasks, such as CMDB maintenance, stakeholder approvals and notifcations and Service Level

Management. The task palette also includes integration tasks, making it possible to automatically communicate

with fnance systems, provision releases, and update credentialing systems.

ScreenDesigner

The Screen Designer allows you to easily extend almost any object in a schema, including: Incidents, Requests,

Confguration Items, Knowledge Articles, Contracts, People etc., with additional extension felds to meet your

organizations exact needs. It then allows you to place these extension felds almost anywhere, including onportal submission orms, on Incident and Service Request screens, in email templates and in reports.

ProcessRichness

All o the core ITIL processes supported in the VMware Service Manager solution provide substantial

unctionality and provide a high degree o confgurability. For example, there are separate concepts or Service

Level Agreements (SLAs), Operational Level Agreements (OLAs), and Underpinning Contracts (UCs), and the

agreements themselves have literally dozens o confguration options.

Partitioning

Larger organizations may have multiple service desks or may be supporting multiple customer bases with

undamentally dierent requirements. VMware Service Manager supports these scenarios through a unique

partitioning model, allowing aspects o the confguration to be global, while other aspects are managed per

partition.

This built in confgurability helps you avoid costly customizations, simplifes uture upgrades , and ensures that

your IT Service Management solution can grow and evolve with your organization as your IT Service Management

practices mature.

Graphical.workow.modelling.and.screen.designer




End-to-endAutomation

While many o todays organisations have gained some experience with ormalising their IT Service Management

processes and ITIL or best practice approaches, in many cases current tools have been stretched to their

unctional capacity or beyond, as these processes mature. When coupled with increased cost and eciency

pressures many IT organisations are restricted in their ability to urther deploy ITIL in their environment and

experience diculty in justiying the necessary replacement o their existing tools.

VMware Service Manager allows you to overcome this common situation, helping you to deliver the level o end-

to-end automation that will ultimately drive down costs, while ensuring you mature best practices. VMware

Service Manager supports these eciencies through the automation o several key ITSM unctions including:

CMDBPopulation

Having a good understanding o the inrastructure that supports your services (i.e. a well populated CMDB)

is undamental to the success o almost all ITIL processes, including classiying Incidents and Problems,

managing Change, delivering eective Knowledge, and servicing requests. VMware Service Manager supports

the automatic population o its ederated CMDB, through a series o out-o-the-box connectors or both VMware

and third party asset discovery and IT management tools.

IncidentCreation

Monitor your IT inrastructure and process events to automatically create Incidents or Problems when

components ail. Automatically create outages on Confguration Items as a result o these events, and propagate

this outage to business services, automating availability tracking and providing immediate visibility to the

Service Desk and to end customers.

ProblemCreation

Set up rules to periodically analyse the past history o Incidents and automatically create Problems when

recurring issues are detected.

For example, i you have more than 3 ailures o a particular brand o server in a quarter requiring reboot, you

may decide to investigate and/or replace some hardware beore the issue becomes more serious. The associated

Incidents are linked to the generated Problem, easing investigation and supporting cascading closure.

Provisioning

Include provisioning tasks in your Release Deployment or Asset Management workows, making it possible to

automate the deployment o not only Data Center changes but also desktop changes.

CredentialingUpdates

Automate the update o credentialing systems, one o the most commonly perormed manual tasks in IT.

FinanceSystemUpdates

Initiate purchase orders, or track cost allocations, based on ulflled Service Requests.




AnIntegratedITILServiceManagementSolution

ITIL is an internationally recognized best practice ramework or the delivery o quality IT Service Management. It

ocuses attention on continuous process improvement to optimize service quality, with a reasonable and

justifable cost. ITIL has become the most comprehensive and widely accepted IT Service Management

ramework in the world.

VMware Service Manager has been independently verifed or ITIL V3 service support by Pink Elephant -

a guarantee that the application will ully support ITIL within an IT service environment.

Comprehensive IT Service Management processes (including Incident, Problem, Change, Confguration, Release,

Service Level and Availability Management) are ully integrated in the single VMware Service Manager application,

ensuring seamless workow between processes. This ensures the implementation o the VMware Service

Manager solution provides an enterprise-wide, cost-eective ITIL solution or your business.

VMware Service Manager supports several key ITIL processes and unctions. Key capabilities include:

Sel-Service&RequestFulflment

Service Portolio Management Customer Sel-Service Portal

Service Catalog Management

Request Fulflment

NextGenerationITAssetManagement

Asset Management

Confguration,Change&ReleaseManagement

Confguration Management

Federated CMDB and Automated Discovery

Change Management

Release and Deployment Management

Availability Management

IntegratedServiceDesk

Incident Management

Problem Management

Knowledge Management

Service Level Management

Event Management




Sel-Service and Request Fulflment

ServicePortolioManagementThe delivery o IT Service Management all starts with a clear defnition o the portolio o services that IT

manages, both to support the business as well as those that are internal to IT.

Each o these services goes through a liecycle, with most going through many iterations o continuous

improvement as the business evolves and IT matures.

VMware Service Manager provides:

Modelling o services across the entire service liecycle (i.e. Service Pipeline, Service Catalog and

Retired Services).

Key Business Benes

Organization-wide understanding of available services

Accurately determine the cost of delivering services

CustomerSel-ServicePortal

Providing online access to the Service Desk is a undamental requirement o an enterprise support system.

Customers expect to be able to log and track Incidents and Requests or change online. The more eective the

online support process, the more likely it will be used as the customers preerred method o contact with the

Service Desk.

VMware Service Manager provides a complete web sel-service package - the Customer Portal - which provides

a single point o access or all customer support problems, inquiries and requests.

The portal allows internal and external customer groups to:

Access their Service Management resources 24 hours a day, 7 days a week.

Log and track Incidents rom virtually any web-enabled device.

Find answers to simple inquiries or complex Problems using the Knowledge Bank and sel-help scripts.

Receive notifcation o events such as planned outages, pre-empting calls to the Service Desk.

Provide eedback on the eectiveness o support services and channels to continually improve service.

Key Business Benes

Cost reduction through automation of Service Request and Fullment

Increased customer visibility and satisfaction of IT Operations

Increased customer satisfaction


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ServiceCatalogManagement

The Service Catalog provides a communication and translation mechanism enabling IT to articulate the value

that their activities provide to the business through the medium o IT Services.

IT and the business must work together to identiy the set o oerings published to the Service Catalog,

ensuring they are aligned to business objectives. This is achieved by explaining the characteristics o these

oerings in language that both the business and IT can understand, including but not limited to: Service Level

Agreements, Support Arrangements and Availability, Costing and Provisioning Details.


Clear visibility o the cost o each service.

A hierarchical Service Catalog that users can browse or search to locate services o interest, and order them

using a amiliar shopping cart unction.

Service bundles (e.g. New Employee) that may initiate multiple requests in parallel.

Confgurable orms to enable the collection o relevant inormation or each type o request.

Key Business Benes

Reduce Service Desk load through self-service

Provide cost transparency

The.VMware.Service.Manager.Service.Catalog.allows.users.to.order.services.through.a.amiliar.shopping.cart.unction




RequestFulflment

A large number o Service Requests to IT can be categorized into a relatively small number o unique request

types that ollow a consistent, pre-defned process.

By ocusing automation eorts on these types o requests, organizations can improve customer satisaction,

drive eciencies, enorce best practices, and achieve governance through process auditing.


A Request Submission Designer that allows Service Request orms to be easily created and published to the

Customer Portal.

An easy to use Graphical Workow Designer that allows VMware Service Manager administrators to easily

model and automate their site specifc processes.

The capability or Service Requests to be based upon service actions that are linked to the Service Catalog and

published through the VMware Service Manager sel-service Customer Portal.

The ability to inherit Service Level Agreements (SLAs) by request type and through granular selection rules.

Key Business Benes

Increased eciency

Enforced best practice

Reduction of errors

Governance

VMware.Service.Managers.Graphical.Workow.Modeller




Next Generation IT Asset Management

AssetManagement

IT Asset Management (ITAM) is the discipline o managing the liecycle o IT assets (hardware and sotware)

rom acquisition through to disposal, with a particular ocus on tracking the fnancial costs and legal aspects o

these assets. ITAM was historically seen as a stand-alone discipline, but is more accurately viewed as a subset o

the ITIL Service Asset and Confguration Management process, as all IT assets only exist to support the delivery

o services.

Eective Asset Management can optimize an organizations long term expenditure on assets, reduce the legal

and fnancial risk associated with supplier audits, and proportionally allocate the costs o assets to those

organizational units that beneft rom their use.


Management o all classes o IT assets including high value IT assets such as servers, storage arrays, sotware

licenses, low value hardware items and spare parts.

Tracking the liecycle status o sotware licenses and hardware inventory (e.g. on order, available, allocated, retired).

Sel-service access to asset requests through the Service Catalog.

Automation o sotware license request ulflment and deployment.

Discovery o deployed sotware licenses through Federated CMDB connectors.

Key Business Benes

Avoid over-spending on software licenses

Avoid the risk of supplier audits

Harvest and redeploy under-utilized software licenses

Increase the eciency of fullling software license requests

VMware.Service.Manager.allows.users.to.manage.the.liecycle.o.all.IT.assets




Confguration, Change and ReleaseManagement

ConfgurationManagement

All IT processes eed into and out o Confguration Management. Careul management o the confguration

environment is required to ensure cost and resource eciency. The Confguration Management process within

VMware Service Manager maintains real-time inormation about each Confguration Item (CI) and its relationship

with other CIs and services within the Confguration Management Database (CMDB).


A graphical representation o relationships and dependencies between IT services and assets within

an enterprise.

Quick identifcation o the potential cause o issues through comprehensive impact analysis.

The ability to simulate outage scenarios to identiy single points o ailure as well as the assets and

stakeholders that will be impacted by an outage.

Control o CMDB updates through the Change and Release Management processes.

The ability to speciy who can view and update CMDB items and change periods when updates are allowed.

The ability to create a baseline or snapshot o a particular confguration at a point in time.

Versioning o a CI throughout its liecycle and the ability to roll-back to a prior version i necessary.

The ability to defne and track the availability o CIs and services over given periods o time.

Key Business Benes

Assists in nancial planning through clear identication of all assets

Visibility of software changes supports and enhances Release Management

Ensures compliance with legal and contractual obligations




FederatedCMDBandAutomatedDiscovery

A Federated CMDB leverages the inormation held in existing asset discovery and management tools, and

consolidates this inormation to provide a comprehensive view o all inrastructure components, (including

applications, servers, networks, and storage), and the dependencies between them. This consolidated view is

critical to eectively planning changes, measuring service Availability and categorizing Incidents and Problems.

In order to ensure Service Asset & Confguration Management is a cost-eective reality, many IT organizations

are moving towards implementing a service-centric Federated Confguration Management Database (CMDB) and

ensuring its real-time maintenance by populating this through automated discovery.


Federation o resources and linkages rom existing data stores, without the need to replicate all data.

Reconciliation o resources (i.e. matching and removal o duplicates) discovered rom multiple sources.

A snap-in connector architecture with out-o-the-box connectors or both VMware and 3rd party technologies.

Automated and regulated application o updates.

Key Business Benes

Assists in nancial planning through clear identication of all assets

Visibility of software changes supports and enhances Release Management

Ensures compliance with legal and contractual obligations

The.VMware.Service.Manager.Federated.CMDB.provides.a.single.source.o.ederated.data.that.is.managed.through.a.ront-end.GUI

Service Manager Federated Integration Platform

Snap on

Service Manager

connectors

Extensible

set of

connectors

External

Resource

Repositories ExternalSource 1

External

Source 2

External

Source 3

Service

Manager

CMDB




ChangeManagement

Change Management ensures that standardized methods and procedures are used or all Changes. This reduces

the impact o Changes on service quality and business operations.


Advanced workow capabilities or clear defnition o complex processes.

Visual representation o the various tasks required to complete a Request.

Flexibility to map any ITIL process with advanced workow eatures.

Automated tasks that allow a Request to progress without requiring user input.

The ability to schedule regular, recurring Requests.

Visibility o a Forward Schedule o Change via the Customer Portal.

Specialized approval tasks that can be actioned by a customer via the Customer Portal.

Specialized tasks that can be completed by an external supplier via the External Supplier Portal.

Automatic notifcation regarding the progress o a request to stakeholders and other interested parties.

Management o Service Request commitments through Service Level Agreements.

Application o Operational Level Agreements and Underpinning Contracts to tasks and approvals.

Full integration between Change, Confguration and Problem Management processes.

Key Business Benes

Manages risk to stabilize and protect the IT environment

Improves reliability and responsiveness of IT services and processes

Higher turnaround of Changes and reduction of rework and duplicated eort

20 Yes

Yes

Yes

No

High Risk

Low Risk Yes Yes

No

Yes10

20

Start Request Multiple Stakeholder

Approval

Assess Risk Delay - Order

Hardware

Execute Server

Upgrade

External User

Acceptance Testing

Quality

Assurance

Update Service

Management

Record

Close

Request

CAB

CAB Approval Rejection NotificationFinancial Approval

Customer Approval Email Customer

Email CAB

Managing.Change.workow.with.VMware.Service.Manager




ReleaseandDeploymentManagement

Release Management acilitates the introduction o sotware and hardware releases into managed IT

environments. It ensures minimal disruption to the business when Changes are introduced.


Predefned workow processes to ast-track the implementation o Release Management.

Sophisticated workow unctionality or a high level o control over Changes made to the CMDB.

Integration with leading industry tools to cover all processes associated with Release Management.

Smooth coordination o a major release o hardware, sotware and associated documentation.

Key Business Benes

Improved productivity and service quality

Fewer and better planned releases

AvailabilityManagement

Availability Management can have a signifcant impact on the success and reputation o an enterprise. Defning,

monitoring and reporting on the availability o IT Services and their supporting processes will enable an IT

organisation to consistently meet its business objectives in a cost-eective manner.


An option to set Availability targets or critical items that need to be tracked and reported.

The ability to schedule outages through Incident and Change Management.

Comparison o actual Availability perormance against expected or contracted Availability.

The ability to maintain Availability data through easy to use screens that are accessed directly rom

the CMDB. Automatic notifcation when Availability targets are under threat.

Integration o Availability Change periods with Change and Release Management.

Graphical representation o CMDB outages to identiy possible causes o Incidents.

Automatic outage creation based on integration with network monitoring tools.

Key Business Benes

Reliable Availability of IT services and processes

Cost-eective provisioning of services to meet business objectives

Reduced frequency, duration and impact of outages




An Integrated Service Desk

IncidentManagementThe goal o Incident Management is to restore normal service as quickly as possible and thereore minimize

disruption to the business. The Service Desk plays a key role in the Incident Management process.


The ability to defne rules to ensure that calls are routed to the right person every time.

Automatic notifcation o Incident details to stakeholders and orums that have the experience required to

solve the issue.

Real-time visibility o progress against Service Level Agreements.

The ability to log and track the progress o Incidents via the Customer and External Supplier portals.

Instant identifcation o potentially related Incidents, Problems and/or Known Errors.

Clearly defned treatment o Incidents, Major Incidents, Problems, Known Errors, Service Requests and

Requests or Changes.

Access or external suppliers to action Incidents via a designated portal.

Key Business Benes

Reduced impact of Incidents on business operations

Ecient cost and resource management

Improved customer satisfaction

An ecient and customer-focused Service Desk

VMware.Service.Manager.ensures.instant.identifcation.o.potentially.related.Incidents.Problems.and/or.Known.Errors




ProblemManagement

Recurring issues caused by errors within the IT inrastructure have a negative impact on businesses. Problem

Management minimizes this impact by proactively identiying the root cause o Incidents and taking action to

resolve the situation to prevent a recurrence.

Over time, eective Problem Management will signifcantly reduce both the number o Incidents reported to the

Service Desk and the impact o Incidents and Problems on your business.


Real-time trend analysis o Incident data or proactive Problem Management.

One-click unctionality to promote an Incident to a Problem.

Automatic population o associated Incidents with details o a workaround.

Automatic resolution o related Incidents when a Problem has been fxed.

Problem prioritization based on business impact and urgency, available resources and potential risk.

Single-click creation o Problems and Known Errors.

Real-time access to potential solutions via the Knowledge Bank.

Seamless integration with Known Error and Change Management processes.

Key Business Benes

Reduction in the volume and severity of Problems and Known Errors

Stable IT infrastructure

Improved business productivity

Knowledge base that continually grows with lessons learnt from past experience

KnowledgeManagementKnowledge Management reers to the set o processes surrounding the capture, storage and reuse o sta skills

and experience. Eective Knowledge Management enables sta members to share in the pool o skills and

experience o the entire organization, resulting in aster resolution times and an increase in the percentage o

calls that can be resolved at frst point o contact. In addition, the capture o sta knowledge mitigates the loss

o skills and experience that is all too oten associated with sta turnover.


Industry best practice Knowledge Centered Support (KCS) verifcation.

Seamless integration with other Service Management processes.

Automatic alerts to relevant articles to assist with call resolution.

Sel-service via the Customer Portal.

Support or semantic searching.

Automated keyword mining rom linked articles.

Key Business Benes

Decreased time to resolution for Incidents

Increased percentage of Incidents resolved at rst line

Increased levels of service to customers

Provides a repository of corporate Knowledge

Proactively prompts ocers about related Knowledge entries




ServiceLevelManagement

Service Level Management supports and improves the quality o services through the creation and management

o ormalized IT service commitments. Levels o service are agreed upon by the provider (internal or external)

and the receiver o the service.

Automating service agreements improves service by ensuring ull integration o agreements with Incident and

Problem logging in a common event-driven system.


A comprehensive Service Catalog listing all o the services currently being provided.

The application o Service Level Agreements (SLAs), Operational Level Agreements (OLAs) and Underpinning

Contracts (UCs) across the ull range o ITIL service support and service delivery processes.

Service targets that can be customized to meet your unique business needs.

Integrated notifcation support or internal escalation and breach o service alarms.

Automated agreement identifcation when an Incident is logged or details are updated.

Real-time monitoring to track the progress o calls and requests against Service Level Agreements.

Key Business Benes

Ability to track and report against service commitments

Budget and resource eciencies

Continuous improvement of service levels

Increased customer satisfaction

EventManagement

Event Management allows organizations to monitor the IT inrastructure or operational ailures, with an aim o

alerting the Service Desk o potential issues beore users report Incidents. Once detected, events can be

confgured to automatically create Incidents or Problems, which are then routed to the appropriate teams to

investigate.

Features:

Create Incidents or Problems in response to operational events.

Filter events based on any available attributes.

Map attributes.

Automatically create outages on impacted Confguration Items and Services.

Key Business Benes

Reduce manual processing

Proactively notify users of Problems

Reduce Service Desk load

Informed rst call responses

Reduce resolution time


20/20

VMware, Inc..401.Hillview.Avenue.Palo.Alto.CA.404.USA.Tel.8-486-2.Fax.650-42-5001.wwwvmwarecom

Copyright VMware Inc All rights reserved This product is protected by U S and international copyright and intellectual property laws VMware products are covered by one or more patents

About VMwareVMware (NYSE:VMW), delivers solutions or business inrastructure virtualization that enable IT

organizations to energize businesses o all sizes. With the industry leading virtualization platorm - VMware

vSphereTM - customers rely on VMware to reduce capital and operating expenses, improve agility, ensure

business continuity, strengthen security and go green. With 2009 revenues o $2 billion, more than 170,000

customers and 25,000 partners, VMware is the leader in virtualization which consistently ranks as a top

priority among CIOs. VMWare is headquartered in Silicon Valley with oces through the world and can be

ound online at www.vmware.com

Vsm q110 Bro Capability v9 Letter r5

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