EMC 2004 Annual Report Download - page 8

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Table of Contents
(ISC) organization, which provides a full range of storage consulting services. Our Technology Solutions organization focuses on networked storage, storage
management, strategy, data migration, business continuity and project management. Our consultants, technology experts and Authorized Services Network
(ASN) partners deliver to customers operational, financial and business impact analyses and they design, integrate and implement information storage
infrastructures.
Customer Service
Our Customer Service organization supports our solutions at worldwide customer sites 24 hours a day, seven days a week, 365 days a year. This support is
delivered through a combination of remote and onsite service, directly through us and our global ASN partners. Automated remote support features designed
into our information storage systems enable Customer Service personnel to proactively monitor, diagnose and resolve issues wherever a product is located,
often without the need for onsite service. Other remote support capabilities are also provided with certain software products.
To ensure that customers with multi-vendor storage network environments receive the highest level of support and the fastest issue resolution possible, we
have entered into cooperative support agreements with more than 350 vendors, including many leading systems, software and services companies.
Customer Education
Our Customer Education organization delivers instruction on our technology, our products and storage management job functions as part of the EMC
Proven Professional Certification program. Courses and the certification program are available to our employees, customers, prospects and partners. Training
is worldwide in scope and employs e-learning and geographically dispersed classrooms, labs and testing centers.
We intend to continue to enhance our service offerings in this segment with additional capabilities by adding new resources and expertise.
VMware Products and Services Segment
In January 2004, we acquired VMware, Inc., a virtual infrastructure software company, which we operate as an independent subsidiary. VMware's
software provides a layer of abstraction between the computing, storage and networking hardware and the software that runs on it. VMware software enables
customers to achieve much higher utilization of the server, storage and network resources deployed within their operations, while dramatically simplifying
how the workloads that are run on those systems are operated and managed. The result for the customer is substantially lower operating costs and a more
responsive IT infrastructure.
In 2004, VMware introduced VMware ACE, an enterprise solution for IT desktop managers who want to rapidly provision standardized and secure PC
environments throughout the extended enterprise.
We intend to continue to enhance VMware's products and services with additional features and capabilities and to introduce new products and services.
Other Businesses Segment
Following our acquisition of Data General Corporation in 1999, we sold AViiON server products. In 2001, we stopped selling such products; however, we
continue to support AViiON servers. 5