“TAM Stories” is a three-part series highlighting how VMware customers working with Technical Adoption Managers (TAMs) achieve successful outcomes for their technology environments. In this blog post, learn how Shannon Fitzpatrick and Nelson Fluker help customers utilize VMware Skyline™ to proactively address issues in their IT ecosystem with no additional technology costs.
In the fast-paced and evolving world of IT, implementing cutting-edge technologies is just the beginning. The real challenge lies in efficiently managing day-2 operations and ensuring that systems run smoothly and remain resilient to potential issues.
Once products and solutions are implemented, proactive problem-solving helps organizations remain vigilant for possible problems and adapt to changes in their environment. An effective way to implement a proactive approach is to take advantage of VMware Skyline Advisor™ Pro, which is available at no additional cost with active Production Support and Premier Support contracts.
Read on and view the short videos below for examples of customers who lean on this solution to improve their IT infrastructure’s health, decrease the number of support tickets, and increase uptime, reliability, and visibility into the root cause of latency and other concerns.
A TAM on a mission to help customers make the most of their infrastructure
Shannon Fitzpatrick has over 32 years of technology experience and more than 16 years working with VMware products. Shannon’s exemplary service to customers during his five years and counting at VMware has led to promotions and an assignment as the current Global Lead for the VMware Skyline Taskforce Team. He is also an integral part of the VMware Hands-On Lab Team, where he has been Captain of the Skyline Lab for the past two years. Shannon thrives on being a trusted advisor to customers and is passionate about helping them meet their business goals while maximizing uptime and the resiliency of their virtual environment. Watch Shannon’s video for examples of how his customers optimize IT operations.
A key to improving the overall health of an IT ecosystem includes empowering organizations to implement proactive strategies and working with a subject matter expert such as a TAM as needed. Strategy and tactics, including regular touchpoints, addressing findings, prioritizing and mitigating maintenance, and remaining vigilant for possible issues, help organizations harness the full potential of their technology solutions for maximum business impact.
A TAM committed to ensuring smooth and resilient systems
With over 19 years of technology experience and almost five years at VMware, Nelson Fluker is a TAM with a deep understanding of client-side concerns. His unique skills as a former lead engineer feed his passion for problem-solving. Nelson leverages his extensive knowledge to collaborate with clients and gains deep satisfaction when customer challenges are addressed to make meaningful changes. Watch Nelson talk about the transformative change for a customer in the financial services industry once they implemented a proactive approach without incurring additional costs.
As IT teams get ahead of potential issues before they manifest, they prevent business disruptions and create a positive impact on their operations. Teaming with a TAM when needed encourages a healthy technology environment, resulting in fewer support requests and less time spent addressing system failures and latency.
Considerations for a comprehensive approach that extends beyond issue resolution
Proactive strategies can help customers with robust infrastructure solutions that include VMware technologies. The following are key considerations in a comprehensive plan to improve your IT infrastructure.
- Predictive analysis and issue prevention – Enable early detection of potential issues to prevent downtime.
- Efficient resource utilization – Optimize resource utilization within a virtual environment to ensure that resources are allocated to prevent bottlenecks and shutdowns.
- Customized recommendations – Tailor solutions based on your unique environment for optimal effectiveness.
- Enhanced security posture – Identify vulnerabilities and security risks to stay ahead of potential threats and maintain a robust security posture.
- Streamlined compliance management – Ensure compliance with industry standards and regulations to reduce the risk of audits and penalties.
- Capacity planning – Learn from usage trends to forecast resource needs based on historical data and gain scalability.
- Continuous learning – Implement changes through lessons learned from past issues and continually refine the infrastructure for improvement and optimal performance.
- Collaborative problem solving – Maintain a centralized platform for reviewing and addressing issues with all technology teams.
- Measurable business impact – Illustrate tangible business benefits with reporting for reduced support tickets, improved customer satisfaction, and enhanced operational efficiencies.
Learn more about working with TAMs
If you’d like to learn more about how TAMs can help your organization achieve its technology goals efficiently and accelerate technology adoption, visit the TAM page online. Get a glimpse of the possible impact of TAM services – including a return on investment of 531% over three years – by reviewing the highlights of the Forrester Research publication, “The Total Economic Impact Study of VMware Technical Account Management Services.”
