Contact: Shirley Quastler
Public Relations Manager
tel: (408) 276-0456
fax: (408) 276-4434
email: shirley.quastler@ebay.sun.com
SunService(TM) Corporate Overview
A global division of Sun Microsystems, Inc., SunService provides the
expertise and comprehensive services needed to plan, develop, implement,
operate, and support open client-server enterprises based on the UNIX
operating system. SunService led the industry in worldwide services revenues
for the workstation market during 1993 (source: International Data
Corporation - IDC, 1994). Currently supporting more than 500,000 systems around the
world, SunService is the only company whose resources are 100 percent
committed to open UNIX-based computing environments.
With headquarters in Milpitas, California, SunService began operating as a
separate Sun business unit in July 1993. In forming SunService, Sun elevated
customer interests to the highest level of the organization, with SunService
President Larry Hambly reporting directly to Sun CEO Scott McNealy.
"We are saying to the customer that service at Sun is equal in value to any product we offer."
Scott McNealy, CEO
Sun MicroSystems, Inc.
SunService supports every type and size of enterprise (commercial, technical,
and financial). It assists customers during each step of the enterprise
computing process - from planning a new client-server architecture to
managing (and maximizing) the system's day-to-day operation.
Products and services for the enterprise consist of the following:
SunService provides industry-leading support through a combined set of core
competencies that include:
- Expertise in UNIX-based systems
- Rightsizing experience (including Sun's own success story)
- Innovative service technologies
- Highly successful partner management
- Customer-driven approach
The Market
SunService Success
- 1994 worldwide and U.S. market share leader in UNIX workstation services revenue
- 1994 worldwide services revenue leader for entire workstation market
International Data Corporation - January, 1995
The open UNIX operating system target markets supported by SunService
continue to grow at impressive rates, as indicated by the following
independent research data (source G2 Research Inc., 1994):
- The global opportunity for systems integration services is anticipated to
grow from $11.5 billion in 1993 to $32.7 billion in 1998, a compound annual
growth rate (CAGR) of 23 percent.
- The system
support services segment is anticipated to grow at a CAGR of 16 percent,
culminating in an anticipated $14 billion by 1998.
- The
operations services area is another primary target market for SunService, and
current research data indicates that this is the fastest growing of all open
system service segments. The global opportunity was $4.1 billion in 1993, and
is estimated to grow to $11.7 billion by 1998 - an impressive compound annual
growth rate of 24 percent.
- The external education and training
services marketplace for open systems is expected to nearly double from 1993 to 1998. With an
anticipated CAGR of 14, the worldwide opportunity will expand from
$2.5 billion in 1993 to $4.8 billion by 1998.
IT Consulting - Planning for Change
SunIntegration, a business group within SunService, concentrates on the
complex
requirements of enterprise computing, from evaluating the current syste
m to planning and executing a move to client-server computing. IT consu
lting services are
available to customers who have made the decision to establish a succes
sful open/
UNIX distributed computing architecture and need expert assistance to p
roperly
plan their computing transition:
- Open Systems Diagnostics provide a high-level analysis of e
xisting computing architecture and the potential business and technolog
ical impact of moving to an open systems client-server technology. Allo
ws customers to
understand their existing environment and jump-start the migration to a
client-
server solution.
- Competitive Advantage develops a business case, lays down a tech
nical
approach and sets a strategic direction in one cohesive plan. Helps cus
tomers
evaluate the business drivers, scope, organization factors, critical su
ccess factors and first steps toward implementing a working client-serv
er solution.
- Strategic Architecture Design maps out a high-level open archite
cture and
creates a three-to-four year plan on which to base migration decisions.
Identifies methodologies, data architectures, standards for tools, net
working and
operating systems, while mapping current technology into the vision of
the
future.
- Migration Planning delivers a real-world migration plan for infr
astructure,
applications and people. Identifies high-payback/low-risk applications
and
helps customers understand where best to make investments.
- Rapid Prototyping provides a prototype in two to three weeks for
a key
application. Results in a proof-of-concept for the IT strategy and a ju
mp-start
toward full deployment.
- Rapid Process Re-engineering integrates business processes with
information technology to address the critical business issues of the e
nterprise.
"Customers are finding that integrated service and support are a key differentiator when selecting a supplier."
Aberdeen Group, August, 1995
SunIntegration Services acts as a prime contractor in large systems int
egration
projects for major companies around the world and helps SunService cust
omers to
architect and implement their UNIX-based distributed computing environm
ents.
System integration services include:
- Program Management provides project planning, implementation, tracking, and
change order management. Eases the integration process for SunService customers by keeping track of contract and sub-contract preformance,
administration, and billing. Helps
ensure the project is delivered on time and within budget.
- Integration and Deployment provides back-line hot-staging of customers'
systems. SunIntegration Services aggregates all components of a customer's
solution, performs software load and quality assurance tests, and assists in
materials management of customers' hardware and software purchases.
- System Design & Development uses the latest rapid application development
tools and techniques to help customers refront existing applications with
enhanced decision support capabilities, rehost existing solutions based on
Sun products, replace legacy solutions with packaged solutions on Sun
platforms, or rebuild/reinvent solutions to open client-server computing.
- Software Consulting provides the expertise to extend off-the-shelf and
home-grown solutions to meet the customer's unique needs and extends hardware
support of Sun platforms (for example, device driver development) and more.
"Sun is now a serious player in offering customer solutions for mission-critical applications."
IDC Whitepaper, 1995
With skilled SunService employees and a worldwide network of expert partners,
SunService is well-equipped to provide the hardware, software, network and
interoperability support so critical to the distributed computing enterprise.
The company supports some 500,000 systems in 150 countries, resolving
hundreds of thousands of calls annually through its Solutions Centers.
SunSpectrum(SM), one of the most innovative and flexible service offerings in the
industry, allows Sun customers to choose service levels best suited to their
needs. SunSpectrum provides a greatly simplified pricing structure in which a
single fee covers support for an entire system, including all related
hardware and peripherals, the Solaris system software, and other Sun
Microsystems' software packages. Since its introduction in 1993, a majority
of Sun's customers have converted to the tiered service program, citing
preference for the ease in doing business, streamlined contract
administration, and reduced costs that SunSpectrum provides.
SunSpectrum is available directly through SunService, as well as through
SunService resellers, who can market the program to their customers or use it
as a backup for their own front-line support.
A further service innovation, SunSpectrum Pac, contains everything required
to register for the popular operations support program, SunSpectrum Silver.
Available through authorized resellers, SunSpectrum Pac makes purchasing a
comprehensive support program as easy as buying a word processing package off
the shelf.
SunSpectrum service programs:
Platinum: Support for complex,
mission-critical environments where maximum availability is essential.
Includes around-the-clock, toll-free telephone support and on-site service,
and 15 days of coaching and quarterly support reviews.
Gold: The traditional program includes around-the-clock telephone support,
plus on-site assistance weekdays, 8:00 a.m. to 8:00 p.m., local time.
Like
the Platinum program, the Gold program offers Personal Technical Account
support, giving customers a dedicated team of engineers to resolve calls and help customers achieve maximum value form Sun products. Both programs also include a self-paced multimedia and video education library.
Silver: Basic on-site and telephone support is provided at a low cost.
On-site response is available weekdays, 8:00 a.m. to 5:00 p.m., local time.
Most Platinum and Gold services are available as options.
Bronze: This is a highly affordable solution for self-sufficient customers
who primarily need back-up assistance and parts replacement. Telephone
response is guaranteed within four hours, and hardware replacements are
delivered by courier within two business days.
SunSpectrum customer support programs:
"The open client-server environment is, at heart, a multivendor framework. This move brings some serious technical prowess to bear in the commercial marketplace."
Stephen M. Clancy
Principal Analyst
Dataquest Worldwide
- Multivendor Services: A solution-based offering to support
third party products, including workstations, peripherals, network hard
ware and personal
computers by manufacturers such as IBM, HP, and DEC, among others.
- Sun Global Services(SM): Highly flexible, streamlined contract ne
gotiation for
any size multinational enterprises. A single global agreement, executed
at a
single point of contact, initiates this program. Allows for global aggr
egate discounts.
Sun's high rankings in annual 'quality of service' surveys is well deserved. Given Sun's recent investments in the expansion of these programs, we expect this rating to continue to improve."
Aberdeen Group
August, 1995
Utilizing Sun's considerable expertise in managing client-server
environments, SunService IT Operations Services enables enterprise customers
to reap the benefits of their distributed computing investment through
increased productivity and cost management.
Two new SunService IT Operations Services blend Sun's advanced technology
tools with the expertise of SunService UNIX operating system experts:
- Sun(TM) Asset Survey Reporting Service(SM) helps customers assess their current IT
resources by providing an in-depth automatic, electronic review of the customer's
TCP/IP network and devices. No physical audit or downtime is required to collect a comprehensive set of data. Customers also may specify their own criteria for automatic collection, such as asset tag number, serial numbers, and service warranty information. Sun(TM) Quick Asset Survey(SM) software provides an abbreviated snapshot of all devices on the customer's TCP/IP networks; the resulting information is available via management reports and electronic files. SunService consultants will analyze the data from either type of report and on order to make specific recommendations for improving the customer's IT environment.
- Sun(TM) Help Desk System Implementation Service(SM) allows customers to streamline
their help desk operations, improve productivity, and control costs. Using
proven Sun processes and technologies, SunService consultants work with
customers to develop, test, and deploy an optimum help desk system
configuration. Existing databases are integrated rather than obsoleted.
Integrated Sun(TM) CallTracker(TM), SunSolve, and SunCourier technologies help manage
call flow and speed problem resolution.
- Disaster Recovery Services assures an effective plan to manage information technology during all types of emergencies or disasters. Services include hot site, cold site and mobile site recoveries. Having a round-the-clock business recovery plan supported by experienced professionals provides an enterprise with leading edge in business resumption.
- Solaris(TM) Migration Services is designed for customers wanting the quality high performance and multi-architecture support available in Solaris 2.4+. Tailored support services include assesment and evaluation of the customer's environment prior to migration planning. Other steps in the support process include: feasible analysis, application testing, application porting, training, software and hardware installation.
- System Administration and Managemen Services provides significant expertise to integrate tools and services into flexible, customized packages designed to meet customer requirements for enterprise computing.
Migrating and Maximizing skills
"The strength of Spectrum is the combination of service tools and human assistance... Sun is not looking to the tools to replace the human aspect of service, but to complement it."
International Data Corporation
1993 vendor analysis
Sun Educational Services is the education arm of SunService and provides
integrated education and training solutions for the client-server enterprise,
including skills migration planning and analysis, instructor-led courseware
and self-paced education products. Sun Educational Services is the world's
largest training organization for UNIX operating systems and offers a formal
certification program available worldwide for UNIX professionals. Educational
programs utilized by prospective and current Sun customers in more than 30
countries around the world include:
- Instructor-led courseware designed in collaboration with other
Sun Microsystems' divisions and delivered through Sun's worldwide
network of education centers.Training courses can also be tailored to
customer needs and
delivered on-site. Sun Educational Services now offers "Rightsizing"
courses
for the client-server enterprise marketplace. Developed and tested by
Sun,
these courses are specifically designed for those charged with planning
or
designing a move from a legacy (mainframe) system to a client-server
environment. Classroom training is provided directly to customers by
SunService
instructors and SunService Strategic Partners. In 1995, more than
50,000 students will be trained through SunService in more than 100
education centers
around the globe.
- Self-paced training, such as the SunTutor(SM) multimedia products and
video/workbook courses, offers customers a convenient alternative to
classroom training by allowing students to complete the courses at their own
pace. With over 50 interactive training products, Sun Educational Services
offers a broad range of subjects for all levels of students.
- Solaris System Administration Certification is a formal certification program
SunService offers in response to increasing market demand for UNIX operating
system professionals with demonstrated technical competency. In cooperation
with Drake Training & Technologies, Sun Educational Services develops and
administers the program, which certifies system administrators of computing
environments based on the Solaris operating environment.
- Enterprise Courseware is available worldwide in more than 100 sites in 3
0
countries, Sun Educational Services is offering "Rightsizing" courses f
or the
client-server enterprise marketplace. Developed and tested by Sun, thes
e
courses are specifically designed for those charged with planning or de
signing
a move from a legacy (mainframe) system to a client-server environment.
SunService has developed revolutionary support tools using technologies in
the areas of multimedia, CD-ROM, fax, and on-line telecommunications. Through
these leading-edge technology products, SunService empowers users to resolve
service issues quickly and painlessly - right on their own desktops.
Support products include:
SunTutor(SM) provides multimedia "state-of-the-art" training products that help
users take full advantage of Sun technology. These mind-engaging interactive
products simulate real-life scenarios through audio, video, animation, and
graphics, providing a very effective learning method.
SunSolve(TM) is a powerful search and retrieval system that tracks the latest
support solutions, including bugs and patch descriptions, technical articles
and reports, and other useful support information. SunSolve is available on
CD-ROM, on-line, and through the Internet. Customers with an Internet
connection to the World Wide Web may access SunSolve with a browser such as
Mosaic(TM) or Nescape(TM).
Sun(TM) NetRequest(SM) Service. An electronic mail tool that sppeds the submission of user requests for service, helps standardize call logging, and automactically allocates requests to the appropriate level of technical support based upon a customer-defined priority.
SunSolve EarlyNotifier(SM) provides timely on-line alerts of bugs, work
arounds, and solutions reported from Sun Solution Centers.
SunSolve Bulletin Board(TM).
This is a new electronic tool that allows Sun
customers using the Internet to interactively explore, discuss, and resolve
technical issues and exchange information with each other and with Sun
experts. It provides wide access to recent SunSolve technical information,
including Hottest and Most Accessed Articles, Top 10 Symptoms and
Resolutions, and What's New.
Sun(TM) HelpDesk Tools(TM) Tools is a suite of tools that enables SunService customers
to establish in-house help desks. It includes the SunSolve knowledge base and
graphical interface and the SunCourier product.
SunCallTracker automates call management for in-house help desks. It allows
the user to log and track service calls, establish automatic support staff
notification, generate reports, and store closed call information in SunSolve
for easy search/retrieval.
Solstice(TM) CallTracker(TM). Automates call management for in-house help desks. Allows user to log and track service calls, establish automatic supoort staff notification, generate reports and store closed call information in SunSOlve for easy search/retrieval.
SunService Executive Staff
Larry Hambly
President, SunService
Chief Quality Officer, Sun Microsystems Inc.
Corporate Executive Officer, Sun Microsystems Inc.
Executive Management Group, Sun Microsystems Inc.
Larry Hambly oversees all activities related to SunService. One of Sun's
first 100 employees, Hambly has held several key executive positions in his
career with the company. Currently he serves as Sun Microsystems, Inc.'s
Chief Quality Officer and also as a member of SMI's Executive Management
Group. Most recently, Hambly served as vice president of marketing
responsible for developing Sun Microsystems Computer Company's worldwide
product and marketing strategies. Before that, Hambly was president of Sun
Microsystems Federal, where he managed the penetration of Sun products into
the federal, state, local, and international government markets. Hambly holds
a bachelor's degree in physics from Montana State University and a master's
in physics from California State University, Los Angeles.
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1995 Sun Microsystems, Inc., 2550 Garcia Ave., Mt. View, CA 94043-1100 USA.
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