VMware, Inc, the global leader in virtualization
and cloud infrastructure, today announced it has been named the winner of the
Spring 2011 Technology
Services Industry Association (TSIA) STAR Award for Excellence in Knowledge
Management Practices. The award was announced May 4 at the Technology
Services World (TSW) conference in Santa Clara, California.
The Excellence in Knowledge Management Practices award is presented to a
company whose knowledge management strategy includes repeatable, effective
processes for capturing, publishing, and maintaining content in order to solve
customer problems in a consistent and efficient manner.
"We are thrilled and honored to receive this prestigious award," said Scott
Bajtos, senior vice president, Global Support Services and Customer Advocacy,
VMware. "We developed and implemented a best-in-class social media strategy that
proactively delivers timely, relevant technical support information to our
customers, helping them maintain optimal performance of their virtualization and
cloud infrastructures."
The VMware Global Support Services Knowledge Management team provides
technical resources to customers via multiple channels, including an online
knowledge base that receives 10 million visits per year. Additionally, support
notifications are provided to customers via Twitter, blogs, YouTube, and a
downloadable toolbar. The interactive nature of these vehicles allows for
real-time, two-way communication with the customer base.
"The STAR Awards program is a long-standing honor in the technology services
industry, recognizing organizations that exemplify and demonstrate exceptional
innovation and leadership in the major disciplines of technology services," said
J.B. Wood, president and CEO of TSIA. "VMware has clearly demonstrated its
high-level commitment to delivering world-class results in the area of Knowledge
Management, and it was an honor to recognize them at our TSW event."
Companies seeking the STAR Award undergo a rigorous evaluation process, with
the winners selected by TSIA's service discipline advisory board members. Since
1990, the STAR Awards have become one of the highest honors in the service and
support industry, acknowledging the contribution of companies of all sizes to
the continual improvement of service and support delivery industry-wide. For
information on the STAR Awards, go to www.tsia.com/awards_and_certifications/star_awards.html.