VMware Skyline
Support Experience

VMware Skyline Updates from VMworld Europe

We’re excited to be in Barcelona to share the latest features and capabilities coming to VMware Skyline. During VMworld US, we announced Skyline Advisor, Skyline Log Assist and the global availability of Skyline. Skyline Advisor became available the end of September and customer’s love viewing their proactive findings within an interactive web-browser. Now, at VMworld Europe, we are announcing the availability of Skyline Log Assist, new capabilities within Skyline Advisor, and giving customer’s more control than ever with managing their Skyline information.

Transfer Logs with Ease

Many of you are familiar with the process of uploading a support bundle to VMware Global Support Services (GSS). A support bundle is usually needed to further assist the VMware Technical Support Engineer (TSE) with troubleshooting a particular issue.  Before today, the effort lied solely with the customer. The customer generated the support bundle, exported and uploaded the support bundle to VMware via My VMware or secure FTP. With Skyline Log Assist, we’ve made this process easier for the customer. Additionally, VMware TSEs will have the capability to initiate a log transfer remotely, shifting the support bundle upload effort from you, the customer, to VMware.

How does Skyline Log Assist work? Using the new Inventory View available within Skyline Advisor, browse for the object, or objects, that a support bundle is needed from. After selecting the object(s), attach the support bundle to an open Support Request. Finally, select Initiate Log Transfer. At that point, the Skyline Collector orchestrates the collection and sending of the support bundle to VMware. Yes, it’s that easy.

With Skyline Log Assist, customer’s no longer have to go through the process of generating, exporting and uploading a support bundle. Furthermore, by enabling VMware TSEs to retrieve logs remotely, we’ve reduced the customer effort needed to generate, export and upload a support bundle. This is another example of how VMware is transforming the customer support experience. Skyline Log Assist will be available on November 8th and will require that you upgrade to the latest version of the Skyline Collector, available on the same day. For instructions for how to download, install or upgrade the Skyline Collector, please visit VMware Skyline Documentation on VMware Docs.

Inventory View

As previously mentioned, we are introducing Inventory View within Skyline Advisor. This view looks and feels similar to that of the vSphere Client. Using Inventory View, you can browse the findings for particular objects with ease. After selecting the object (ESXi host, Virtual Machine) and clicking Apply, the findings and recommendations are filtered based upon the selected object. This allows you to see the potential risk associated with each object within your environment.

Additionally, we’ve moved the ability to filter for specific findings to the Inventory View. Now, you can select a filter criteria, such as all CRITICAL, network-related findings, and select Apply at the bottom of the Inventory View to see the filtered findings and recommendations. Select Clear All to remove the filter.


Giving Customer’s Control

VMware Skyline is now available as a VMware Cloud Service. The primary reason we’ve enabled VMware Skyline as a VMware Cloud Service is to provide customer’s with greater control of their VMware Skyline information. Within VMware Cloud Services, customers create an Organization and connect their Skyline Collector(s) to that Organization. Members of the Organization will only see the findings and recommendations for the objects attached to that particular Skyline Collector.

With VMware Cloud Services, we’re giving control back to the customer. Customer’s can create an Organization that is specific to a line-of-business, or perhaps team within the organization. Here are a few examples for how customer’s can leverage Organizations within VMware Cloud Services for VMware Skyline.

Example 1: Multiple Education Institutions or Government Entities that share a common Enterprise Agreement with VMware.

University One – Creates an Organization called University One Organization. They attach the Skyline Collector they deployed within their environment to this Organization, attached to University One vCenter Server.

University Two – Creates an Organization called University Two Organization. They attach the Skyline Collector they deployed within their environment to this Organization, attached to University Two vCenter Server.

Individuals at University One cannot access the findings and recommendations of University Two, and vice versa. The Organization creates a boundary for each University, allowing only individuals from each respective University to view their data. They continue to share a common Enterprise Agreement, however now control who can view their Skyline Advisor information.

Example 2: Organization with multiple teams, such as an End-User Computing Team and an Application Team.

End-User Computing Team – Creates an Organization called EUC Organization. They attach the Skyline Collector they deployed within their environment to this Organization, attached to the vCenter Server that manages their Horizon View environment.

Application Team – Creates an Organization called Application Organization. They attach the Skyline Collector they deployed within their environment to this Organization, attached to vCenter Server that manages their specific application.

In this instance, members of the End-User Computing team cannot see the Application Team’s findings and recommendations, and vice-versa. Some customers may not need this level of restriction within their organization. However, for those that do, they now have the ability to create multiple Organizations for the purposes of controlling access to Skyline findings and recommendations.

Finally, customers now can manage who can access Skyline Advisor. Now that we have the structure of an Organization, customer’s can now add users to the organization, which enables access to Skyline Advisor. The customer now has complete control over who can access, or not access, Skyline Advisor.

Please visit Managing Users and Permissions within VMware Cloud Services for more information. Additionally, we are preparing a series of blog articles and videos to help you with getting started with VMware Skyline using VMware Cloud Services.

We hope that you’re just as excited about the new features and capabilities of VMware Skyline as we are. These new features and capabilities further enhance, and transform, the customer support experience. Attending VMworld Europe and want to learn more about these features and capabilities? Stop by the VMware Booth to speak with a Skyline expert and watch a demo of Skyline Log Assist.

Other Skyline Opportunities at VMworld Europe:

  • Design Studio Session – 11 Sessions throughout the week, search for UX8016E in the VMworld Content Catalog
  • Expert Bar – Talk to a Skyline expert at the Expert Bar throughout the week
  • Listening Post – Wednesday, 1-2pm, VM Village
  • Meet the Experts Session [MTE5012E] – Wednesday, 4:15-5pm
  • VMware TAM Customer Central Session – Thursday, 10:30-11:30am

Visit the VMware Skyline Getting Started page to begin your support experience transformation: https://skyline.vmware.com/get-started

Learn more about VMware Skyline: https://www.vmware.com/go/skyline


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