BTOES Insights Official
March 11, 2019

2019 AWARD FINALIST SPOTLIGHT: VMware - Finalist in the Technology Enabled Process Automation Project Category (Clone)


Read this article about VMware, one of our finalists, in the category Best Achievement in Technology Enabled Process Automation, selected by the independent judging panel, for the 2019 Business Transformation & Operational Excellence Industry Awards program. Click here to read articles on other finalists.







Global Services (GS) organization’s mission is to accelerate VMware customer success and ensure a best-in-class pre and post-sales experiences for customers and partners. VMware’s portfolio of progressive, responsive and pre-emptive services accelerates customer realization of business value beyond their expectations and across the technology portfolio, creating customers for life. VMware’s customer support model has been more of “Reactive Support” model which was triggered by a customer call/email reporting the issue and engaging a Technical Support Engineer (TSE) to connect with the customer and fix the issue. A Reactive Support model addresses issues after the customer experience them and takes time to resolve. Some recent data shows that time to close a case takes on average 13.5 days. Aligning with GS mission to ensure best-in-class support for our customers and partners, VMware had a business opportunity to explore ways to provide a more “Proactive Support” model to its customers where VMware can identify potential problems before they occur and enable TSE’s for more efficient resolution of issues when they occur.


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In 2017, through a survey of selected customers (Inner Circle), VMware sensed and received a positive respond to a strategy for a software solution to collect product health information in customer environment to enable early detection of potential issues and their resolutions. This gave birth to VMware SkylineTM software solution. The rationale behind the solution approach was if VMware has a better understanding of the customer environment and usage,


  • It can proactively provide guidance to avoid potential problems before they occur,
  • It would help uncover an undiscovered bug or other anomaly that needs attention
  • It can provide real time analytics that would reduce time to resolution of issues with minimal impact to customer operations

The VMware SkylineTM Collector is a virtual appliance (a pre-configured virtual machine) that gathers and aggregates product usage information such as configuration, feature, and performance data while listening for changes and events within the customer's environment. This information is encrypted and then sent to VMware for analysis. The data privacy and security of the data is ensured by VMware. After the analysis is complete, customers can view their proactive findings and recommendations in VMware SkylineTM Advisor. This information is shared with the VMware TSE’s which enables more informed conversations with the customer and improve issue resolution time performance. The TSEs use this data to resolve service requests and generate proactive operational and health assessment reports and recommendations to the customers.


The solution prototype was built and deployed with 4 customers who volunteered to test and improve the solution. The customers were from healthcare, service and technology domain who tested the protype version focused on 4 areas – Operational support service, Health assessment service, design assignment services, software upgrade planning service. Post this prototype validation the product was made available for other VMware customers, as of November 2018, 648 customers chose to adopt VMware SkylineTM with more than 5000 service requests (SRs) were processed through this solution and resulted in case closure within ~10 days.



About the Awards

The Business Transformation & Operational Excellence Awards have been established to showcase globally the most outstanding organizational achievements through the application of Operational Excellence programs. Click here to view the Press Release.

The winners for all categories and for The Platinum Awards will be announced at The Business Transformation & Operational Excellence Summit & Industry Awards on Wednesday March 20th, 2019, from 6.30pm, in the Venetian Ballroom at the Loews Portofino Bay Hotel at Universal Orlando Resort®. 

The Business Transformation & Operational Excellence Awards are open to all organizations, both private and public sector, across the globe, which have implemented Operational Excellence programs to deliver outstanding business results.

The 2019 Awards will be held in conjunction with the Business Transformation & Operational Excellence World Summit on March 20, 2019 in the Venetian Ballroom at the Loews Portofino Bay Hotel at Universal Orlando™



The issues in this article are just one of topic areas that are going to be discussed at the Business Transformation & Operational Excellence World Summit & Industry (BTOES19). March 18-22, 2019, Loews Portofino Bay Hotel at Universal Orlando Resort®

BTOES is the industry’s biggest and best, senior-level, cross-industry gathering of Business Transformation & Operational Excellence industry leaders and senior executives.

It also hosts the Business Transformation & Operational Excellence Awardswhich showcase globally the most outstanding organizational achievements through the application of Operational Excellence programs.

The summits hosts a number of private forums for C-Level & Global corporate-level leaders as well as business unit heads.

With over 150 speakers, over 100 sessions, 12 Keynotes, 9 Track Themes, 5 parallel tracks, 60+ track sessions, 50 roundtable discussions, 20 Interactive Workshops, 6 Thought Leader Panels, 5 Leaders Boardrooms, 5 co-located events, the Industry Awards Program, Site Visits, 20+ hours of social networking including 2 gala cocktail parties, dinners, numerous group activities, this is the ultimate event to benchmark, network and drive Operational Excellence to the next level.


Quick Links



BTOES19 Awards


There is a strong focus on Cultural Transformation, Customer Delight, Sustaining an Operational Excellence program, Need for end-to-end Business Transformation, Keeping up with new technologies/impact of digitalization and Leadership Buy-in & Understanding. We dedicated two tracks to advanced technologies, such as AI, Machine Learning, RPA, Predictive Analytics, Blockchain, Cloud infrastructure etc.

The agenda is designed to encourage active meaningful conversations though all day enhanced networking and interaction opportunities, including

  • All-day Refreshment & Themed Breaks

  • 1¼ Hour Hot Breakfast Networking Sessions

  • 1½ Hour Hot Plated Networking Lunches with Topic & Industry Sector focussed tables

  • 1½ Hour Roundtable Sessions by Topic & Industry Sector.

  • Keynote & Themes Panel Sessions

  • Hosted Welcome Receptions from 5.30pm

  • Expanded more lavish Awards Program

  • Newly launched Night Summit for attendees to meet after dinner

For more information or to discuss the summit in more detail please schedule a call below,

Click here to schedule a call. 

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