EMC 2005 Annual Report Download - page 8

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Table of Contents
We intend to continue to enhance our products and services in this segment with additional features and capabilities and to introduce new software
products and services.
EMC Services Segment
Our services segment includes Technology Solutions, Customer Service and Customer Education, to help our customers plan, build and manage
integrated IT infrastructures to more cost-effectively manage and protect their information throughout its lifecycle. We provide consulting, assessments,
implementations, integration, operations management, day-to-day support, maintenance, education and training to our customers.
Technology Solutions
Our Technology Solutions Group brings a unique mix of information management and storage experience combined with a strategic business focus to
give customers a full range of consulting, design and implementation services to further aid their implementation of ILM solutions. From planning and design
to project management, the Technology Solutions Group provides expertise in four major business practices:
• Consulting to help customers more efficiently manage their multi-platform storage environments and the people and processes that support them.
• Products and Technologies for business continuity services, consolidation and migration services, network optimization services, performance
services and implementation services that assist customers in building their information storage environments.
• Managed services, which include a range of storage management services and onsite support services, to help customers optimize their IT
environments to reduce risk, lower costs and speed time-to-business value.
• Solutions, comprised of tested, proven and documented reference architectures and best practices for business continuity and security, compliance,
consolidation, content management, and backup, recovery and archive.
Customer Service
Our Customer Service organization supports EMC solutions, including our systems and software offerings, at worldwide customer sites 24 hours a day,
seven days a week, 365 days a year. This support is delivered through a combination of Web-based support tools and remote and onsite services, directly
through us and through our global Authorized Services Network partners. Automated remote support features designed into our information storage systems
enable Customer Service personnel to proactively monitor, diagnose and resolve technical issues quickly, often without the need for onsite service. Other
remote and onsite 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 475 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 Segment
As a subsidiary of EMC, VMware's virtual infrastructure solutions and services are used by customers for server consolidation and containment,
disaster recovery and business continuity, capacity planning and development, test optimization and software distribution. By helping customers virtualize
their enterprise, VMware enables them to build a more flexible and highly available IT infrastructure.
VMware virtual infrastructure simplifies IT so companies better leverage their storage, network and computing resources to control costs and respond
faster. The VMware virtual infrastructure approach to IT management creates virtual services out of the physical IT infrastructure, enabling administrators to
allocate these virtual resources quickly to the business units that need them most.
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