VMware 2010 Annual Report Download - page 9

Table of Contents
The core support and subscription offerings provide live phone support, and our customers have access to an online product
knowledge database and various other social media for help with troubleshooting and operational questions. Our support teams
provide first response and manage the resolution of customer issues. In addition, we have authorized certain systems vendors and
independent service providers to provide support for our products on our behalf.
We also offer a range of professional services under our VMware Professional Services offering, which includes the following:
Technology Alliances
Consistent with our partner-centric strategy, we have engaged a broad group of hardware, software, and cloud computing service vendors
to cooperatively advance virtualization technology through joint marketing, product interoperability, collaboration and co-development. We
create opportunity for partners by enabling them to build products that utilize our virtualization technology and create differentiated value
through joint solutions.
We have more than 1,700 technology partners with whom we bring joint offerings to the marketplace. We classify our partners as follows:
6
•
VMware Consulting Services.
VMware Certified Professionals (“VCPs”) and VMware Certified Design Experts (“VCDXs”)
provide on-site VMware product design, implementation and management assistance throughout the virtualization adoption lifecycle
to accelerate the implementation of our virtualization solutions. VCPs and VCDXs conduct initial assessments, workshops and
prepare detailed implementation project plans. Once customers are ready for VMware standardization across their enterprise, VCPs
and VCDXs help integrate VMware products into their enterprise systems and processes. VCPs and VCDXs include VMware
employees, partners and customers who have completed training and have successfully passed our VCP or VCDX exams.
•
VMware Education Services.
We have an extensive portfolio of instructor-led VMware courses that provide extensive hands-on
labs, case study examples and course materials. Customers work in teams of two on servers located offsite using a variety of remote
access technologies. Customers can enroll in these courses directly through VMware or though Value Added Training Partners as
well as having the courses delivered on-site. Additionally, VMware Education Services has a broad library of e-
learning modules and
certifications.
•
VMware Technical Account Manager (
“
TAM
”
).
TAM service provides our customers with a dedicated VMware expert, which
enables customers to accelerate standardization of VMware products by assessing their unique environment, proactively
recommending solutions, and identifying unforeseen circumstances that may cause delays in deployment.
•
Independent Hardware Vendors (
“
IHVs
”
).
We have established strong relationships with large system vendors, including Cisco,
Dell, Fujitsu, Fujitsu-Siemens, HP, IBM, Lenovo and NEC for joint certification and co-development. We also work closely with
AMD, Intel and other IHVs to provide input on product development to enable them to deliver hardware advancements that benefit
virtualization users. We coordinate with the leading storage and networking vendors to ensure joint interoperability, and enable our
software to access their differentiated functionality.
•
Independent Software Vendors (
“
ISVs
”
).
We partner with leading systems management, infrastructure software and application
software vendors to enable them to deliver value-added products that integrate with our VMware vSphere, vFabric and vCenter suite
of products.
•
vCloud Service Providers.
We have established partnerships with over 3,400 service providers including Bluelock, Colt, Sing Tel,
Terremark and Verizon to enable them to host and deliver enterprise-class hybrid clouds as a way for enterprises to extend their
datacenters to external clouds, while preserving security, compliance and quality of service.