1. Emulex Support and
Management Discussion
December 14, 2011

2. Meeting Topics
Emulex Satisfaction Survey Highlights……......Judi Uttal
Support Discussion…………………………….....Mike Geraghty
Emulex Extra Program………………………........Judi Uttal
OneCommand Manager for VMware vCenter…Andrew Eastaugh
OCM for VMware vCenter Demo…………………Alex Amaya
What’s Next……………………….........................Judi Uttal
© 2011 Emulex Corporation 2

3. OneCommand Manager
Update
Alex Amaya

4. Customer Satisfaction
Survey

5. The Emulex Satisfaction Survey
Goal:
– Understand what is important
to our customers
– How satisfied they are with
Emulex products and services
– Learn how our customers are
using or products to impact
new development
Network
Respondents: Administrator
7%
– 878 End Users Director of IT
7%
Technical Server
Consultant Administrator
8% 23%
Enterprise/Solu
tion Architect
10% Other:
18%
Storage
Administrator
Storage
16%
Architect
11%
© 2011 Emulex Corporation 5

6. Sample of Participants
Blue Cross Blue
ACS Hallmark T-Mobile
Shield Pfizer
ADP JP Morgan Chase TDS Telco
Borders Pier 1
AMD Kaiser Tahoe Forest
CUNA Mutual Qwest
AT&T Permanente Health
Capital One Raytheon
Abbott Labs Liberty Mutual The Scooter Store
Chevron Renaissance
Accenture Lockheed Martin Thomson Rueters
Citigroup Group
Adventist Health Lowe’s US Bancorp
Comerica Bank Rockwell
Aetna Mary Kay UDP
Conoco Phillips Automation
Allstate Mayo Clinic USAA
Cox Comm. Samsung
Amer. Fin. Group McGraw Hill USBankcorp
Delta Siemens
Amer. Honda McKesson Unisys
Etrade Southern Cal.
Assurity Life Monsato UnitedHealthcare
EMC Edison
Auto Club National Semi. Verizon
Edward Jones Sprint
BMW Nationwide Wachovia Bank
Expedia State Farm Ins.
Bank of Can. Northrop Grum. Walgreens
FedEx State Street
Bank of Amer. PacifiCorp Walt Disney World
Fidelity Sungard
Bank of the West Pacific Life Wellmont
GEICO Symantec
Barclays Panasonic Healthcare
HP Sysco Co.
© 2011 Emulex Corporation 6

7. In a recent Emulex Satisfaction Survey of 878
52% of End Users felt training was important or very important
88% of End Users felt that technical support was important or
very important
95.4% 94.4% 93.5% 94.6% 94.3% 93.9% 88% 89.1% 89.5% 86.3% 81.9% 81.9% 76.1% 52.8%
© 2011 Emulex Corporation 7

8. End User Satisfaction with
Emulex Fibre Channel HBAs
Percent
800 Satisfied or
Very Satisfied
97% 98% 94% 96% 90% 96%
82% 95%
700
91%
600
500
Not Satisfied
400
Somewhat Satisfied
Satisfied
300
Very Satisfiied
200
100
0
Initial Product Long-term Operating Performance Management User Interoperability Value Overall
Quality upon Reliability System Support Simplicity and Documentation Experience
Receipt Functionality
© 2011 Emulex Corporation 8

9. End User Satisfaction with
Emulex Ethernet Adapters
Percent
120 Satisfied or
94% 90% Very Satisfied
97% 97% 94% 91%
100 92% 90%
86%
80
Not Satisfied
60
Somewhat Satisfied
Satisfied
40 Very Satisfied
20
0
Initial Product Long-term Operating Performance Management User Interoperability Value Overall
Quality upon Reliability System Support Simplicity and Documentation Experience
Receipt Functionality
© 2011 Emulex Corporation 9

10. Technical Support Statements
Percent
700
Agree or
Strongly
600 91% 90% Agree
97% 94%
500 94%
400
Do Not Agree
300
Agree
Strongly Agree
200
100
0
Emulex Technical Support Emulex Technical Support My Emulex support cases are Accessing the Web-based The Emulex Web-based
engineer was technically was easy to access typically resolved in an Knowledgebase is Knowledgebase is helpful
competent, responsive and acceptable amount of time straightforward
provided an acceptable
solution
© 2011 Emulex Corporation 10

11. Support Discussion

12. Technical Support
Philosophical perspective on Support
Customer Satisfaction
– Accountability
– Closure
– Consistent
Just in time knowledge and support
1 to many
– Allow for the reuse of knowledge in an accessible fashion
Investment into the IP that is Technical Support
– Tools
– Training
– Expertise
Customer first
© 2011 Emulex Corporation 12

13. Technical Support
High Level Roadmap
Infusion of next generation of tools
– Case management
• On-line presence
• Transfer of knowledge (1 to many)
– Knowledge base
• Content
– Focused of detailed issues
– Broad verses narrow
• Ease of use
– Search capabilities
– Flow of information
– Self help functionality
• Just in time support and knowledge usage
Support models
© 2011 Emulex Corporation 13

14. Emulex Extra Program
http://www.emulex.com/emulex-extra/overview.html

15. Based on This Survey Emulex has Created
the Emulex Extra Program
An End User Support Program designed to give customers:
– Ability to Become a “Certified” Emulex Expert with access to Online
Computer Based Training
– Centralization of Support Tools
– Access to Technical White Papers and Guides
http://www.emulex.com/emulex-
extra/overview.html
© 2011 Emulex Corporation 15

16. Emulex Extra Program:
Connects you with more tools, resources
and support to make you an instant hero
The Emulex Extra Program
gives end users a unique
portal for accessing
training, support, download
s and more….
© 2011 Emulex Corporation 16

17. Emulex Expert Certification
Computer-Based Training
Available
• Fibre Channel HBAs
• Ethernet Adapters
• OneCommand Manager
© 2011 Emulex Corporation 17

18. Emulex Expert Certification
Two Technical Trainings Available
OneConnect Ethernet: LightPulse Fibre Channel:
OneCommand and OneConnect Installing the LightPulse HBA and
Installation OneCommand Manager
– Quick and easy instructions and – A review of the instructions for
examples for installing the Universal installing the LightPulse adapter and
Converged Network Adapter (UCNA) management software.
hardware and management software.
LightPulse HBA Configuration and
OneCommand Configuration Tuning
– Step-by-step instructions for – An introduction to the configuration of
configuring the UCNA with the LightPulse adapter, operating
OneCommand and tutorial on the system specific instructions, and a
software features. basic review of how to tune the
adapter.
Maintenance and Troubleshooting
– Fault identifications and analysis for LightPulse HBA Maintenance
common SAN errors, including running – An introduction on how to use the
and interpreting OneCommand LightPulse documentation set. Plus, an
diagnostic tools. introduction to the maintenance and
troubleshooting of the LightPulse
adapter.
© 2011 Emulex Corporation 18

19. About Emulex Expert Training
Comprehensive
Entertaining
Modular
Re-entrance
Webcast Attendees completing one course by February 14th
will receive a Starbuck’s Card.
© 2011 Emulex Corporation 19

20. Customer Support
Online Case
Management
Download
Page
© 2011 Emulex Corporation 20

21. Emulex Extra
Demonstration

22. New Emulex Download Pages
© 2011 Emulex Corporation 22

23. Easier Navigation and Better Information
Organization
© 2011 Emulex Corporation 23

24. New Interoperability Database
http://www.emulex.
com/interoperability
.html
© 2011 Emulex Corporation 24

25. White Papers and More
White Papers
And Technical
Guides
Search Tool
for easy
access
© 2011 Emulex Corporation 25

26. Connect with Emulex
Access to
Emulex Social
Media
New Emulex
Extra
Linkedin
Group
© 2011 Emulex Corporation 26

27. OneCommand
Manager

28. Percent of End Users Using Management
Applications (Includes ALL End Users)
80% 74%
70%
62%
59%
60%
50% 46% 44% 42% 41%
40%
31% 31%
30% 26%
23%
20% 20% 18% 17% 17% 16%
20%
10%
0%
100%=774
© 2011 Emulex Corporation 28

29. OCM CLI vs. GUI Usage
CLI • Prior perception that CLI was the
5% dominant interface
NO
OCM • Clear indication that usage is split
25% with GUI as the preferred interface
GUI
32%
GUI +
CLI
38%
N=729
© 2011 Emulex Corporation 29

30. Usage Frequency for OCM GUI Users
478 Users
7%
15%
22%
Annually (once a year)
26% Quarterly (once a quarter)
Monthly (once a month)
30% Weekly (once or more a week)
Daily (more than once a day)
© 2011 Emulex Corporation 30

31. OneCommand™ Manager
Adapter Management Software

32. Emulex Adapter Management Summary
OneCommand Manager (OCM)
• Next generation lifecycle management
application for Emulex HBA (FC) and
UCNA (FCoE, iSCSI, NIC) devices
• Supersedes HBAnyware
OneCommand Manager for
VMware vCenter
• Native software plug-in
• Extends vCenter with
lifecycle management for
Emulex HBAs and UCNAs
HBAnyware (EOL)
• Legacy management for
Emulex HBA (FC) and CNA
(FCoE) adapters
• No longer devilered
© 2011 Emulex Corporation 32

33. OneCommand Manager (OCM) Overview
Centralized multi-protocol management for
Emulex HBA and UCNA lifecycles
– Single tool manages all Emulex adapters - local / remote hosts
• Fibre Channel, FCoE, iSCSI, NIC
– Group and display adapters per-host or per-fabric
• GUI, CLI and browser interface options
Streamline operations, optimize configurations
and increase server availability
Addresses common datacenter pain points
– Flash HBA firmware online - no server downtime
– Push driver/adapter config changes to multiple hosts
– Switch UCNA personalities / protocols between
NIC, iSCSI, FCoE on the same adapter
– Modify DCB settings (FIP, PFC) for UCNAs
– Change WWNs online without upstream impact
– Online adapter and fibre diagnostics
© 2011 Emulex Corporation 33

34. OneCommand Manager for VMware vCenter
Native OCM software plug-in for
the VMware vCenter console
– Real-time lifecycle management for
Emulex adapters from vCenter
– Builds on Emulex CIM providers and
OCM features – no new agents
– Extends the vCenter console with
an Emulex OneCommand tab
Display / manage adapters with multiple views and filters:
– View per VMware host; per VMware cluster; per Network fabric
– Firmware version, Hardware type and many other display filters
Batch update adapter firmware across VMware clusters
Functionality and presentation 90% comparable with OCM
– Shallow learning curve for existing OCM users
– Goal to achieve 99% feature comparability during 2012
© 2011 Emulex Corporation 34

35. OCM for VMware
vCenter
Demonstration

36. What’s Next
Start Using Emulex Extra Today
– Enter to win $100 Gift Card by 12/31/11
– Webcast attendees completing one Emulex Expert Course before
2/14/12 will receive Startbucks Cards
Join the “Emulex Extra” linkedin group
– Connect with other Emulex users
– Learn about new papers, drivers, events and more
– We will post this presentation on Emulex Extra linkedin group after the
meeting
– Go to Emulex Extra linkedin group for further questions
© 2011 Emulex Corporation 36

37. © 2011 Emulex Corporation 37