Welcome To The EMC Secure Remote Services Version 3 - Overview and Key Differences Training Module

Welcome to the EMC Secure Remote Services version 3 overview and key
differences training module.
This brief training is intended for customer-facing EMC internal and partner
roles, everyone who touches the customer from the initial sales personnel
that develop relationships to the customer service teams that manage
relationships. It includes an introduction of ESRS, which may be a refresher
for many of you. Then we take a deeper look at ESRS, including some of the
newer features broken down by the categories of proactive, secure, virtual,
and simple. Next we will summarize the key differences of ESRS version 2
compared with ESRS version 3. Well wrap up with a call to action and list of
additional resources.
In case youre not familiar with ESRS, its a two-way remote connection
between the customers EMC environment and EMC Customer Service that
enables proactive remote monitoring, diagnosis, and repair - assuring
availability and optimization of our customers EMC products. This capability
is included in all Enhanced and Premium warranty or maintenance
agreements at no additional cost.
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With the launch of version 3 in September of 2014, ESRS was introduced as

a virtual appliance. Internally, this may be referred to as the ESRS virtual
edition which is intended to include all of the ESRS version 3 releases.
Heres a high-level overview of how ESRS works. The ESRS connection

transmits encrypted alerts and configuration files from customer products to
EMC. This information is then decrypted and reviewed. If there is an issue or
potential issue that requires attention, EMC Customer Service can connect
back in to troubleshoot or repair.
Internal analysis has uncovered many traditional customer benefits of

connectivity. Based on sample data, an ESRS connection enables an average
5x faster problem resolution, 15% higher levels of availability, and means
EMC is 3x as likely to resolve support issues at initial contact.
Now lets take a look at the benefits of connectivity to us at EMC.

Starting at the top connected products are more easily tracked and
managed within EMCs installed base records. Accurate installed base data
enables sales and presales teams to make informed tech refresh
recommendations. Since connectivity provides greater visibility to upgrades,
higher levels of connectivity would enable the Renewals Sales teams to more
easily factor those upgrades into renewals quotes.
The product usage and performance information that we receive from
connectivity enables our engineering teams to better understand the usage
of EMC products, and more effectively build corresponding updates, patches,
and new EMC products that meet future customer requirements.
The customer service organization is able to solve more problems remotely,

avoiding the need for onsite dispatch - which can be expensive, time
consuming, and inefficient. It can also negatively impact the customers
experience by lengthening time to resolution. For many products, remote
connectivity also enables EMC to deliver upgrades that traditionally have
been onsite engagements.
And finally, the health information, alerts, and configuration files sent from
EMC products in the field enables the customer service organization to shift
our model from reactive support to more proactive and predictive services.
This data improves customer intimacy and enables EMC to improve TCE
since a wide range of organizations within EMC can leverage connected
product data to build strategic plans, develop better products and solutions,
and solidify our role as a trusted advisor.
If you havent checked out ESRS lately, its become much more than a
remote support tool. ESRS version 3 is proactive, secure, virtual, and
simple.
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Now lets take a look at what makes ESRS proactive
ESRS is a key enabler of proactive services, and is integrated with the

customers EMC Online Support experience. When a customer logs on to
support.emc.com and
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clicks the My Support icon, they are granted access to customized

recommendations, alerts, and reporting. Much of the data that informs this
portal is from ESRS connectivity.
Information from connectivity is synthesized through EMCs internal Big Data

environment, providing detailed information on topics such as
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capacity and code levels. This information is placed in to dashboards that

are provided to key roles within the Customer Service organization, such as
Service Account Managers and Technical Account Managers. This Big Data
visualization enables our personnel to deliver sophisticated reporting and
recommendations to customers. In 2015, a customer-facing version of these
dashboards will also be made available through the Online Support site.
With the March 2015 release of ESRS version 3.04, a new Usage Intelligence
feature was developed. This is a complimentary capability that enables the
seamless collection, aggregation and analysis of software usage and
entitlement data for EMC Customers. Usage Intelligence
Improves license management by helping customers redeploy underused

licenses
Allows EMC to recommend customized consumption models for our
customers
Enables the future prediction of software license needs so that budgets are
created and managed with greater accuracy
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At a high level, here is the proactive services story

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We begin with customers EMC products and solutions. The new consistent
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method of connectivity across all of those products is ESRS version 3. Data
from those connected products such as configuration details and productgenerated notifications
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will be synthesized through EMCs Big Data environment. Instead of simply
using connect-home alerts to open a Service Request and remediate an
issue, there is much more potential.
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We are leveraging ESRS connectivity data to build incremental capabilities
utilizing predictive analytics, such as health reporting and health scores,
customized alerts, and automated upgrades.
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Now lets take a look at what makes ESRS secure
The security features outlined in this portion of the training have existed
prior to the release of ESRS version 3, so this should serve as a security
refresher for many of you.
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A unique ESRS security feature that was first launched in 2010 is the Policy
Manager - an optional but strongly encouraged application that enables customers
to control EMCs remote-support activity. From the intuitive Policy Manager
interface, EMC customers can:
Create roles, profiles, and add or remove users

View and approve pending requests from EMC for remote access
Check the audit log for any recent remote support activity
View and change the policy settings for any managed EMC products
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The Policy Manager is primarily responsible for determining whether an access

request should be allowed, denied or forwarded elsewhere for a decision. You can
pre-configure the Policy Manager with three options, which can be changed at any
time:
<CLICK> Always Allow policies will allow all remote access sessions.
<CLICK> Never Allow policies will deny all remote access sessions.
<CLICK> Ask for Approval policies will push an email notification requesting
approval for EMC access.
<CLICK> If there is no Policy Manager, all access requests are automatically
allowed.
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Security highlights for ESRS include:

Connectivity that is IP-based using Transport Layer Security Virtual
Private Network
Connections between EMC and the customers EMC systems that are
managed by the ESRS application over an outbound VPN tunnel
Advanced Encryption Standard (AES)-256 algorithm for all remote
communications
Client-server-authentication using an RSA digital certificate key
exchange in order to establish a remote session
ESRS software that uses FIPS 140-2 validated cryptography
Remote access restricted to authenticated and authorized EMC
personnel using multi-factor authentication
The Policy Manager features we just discussed providing the customer
an option to allow or deny remote access
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Now lets take a look at the virtual features of ESRS
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EMCs flagship connectivity solution since 2010 has been ESRS version 2.
The most common configuration has been the use of a Gateway server,
which acts as a conduit for remote communications. This frequently required
one or more physical servers known as Gateways. Each server required its
own operating system, which represented an added expense for our
customers. There will be no future development of ESRS version 2 software.
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ESRS version 3 has replaced the ESRS Gateway and is EMCs new gold
standard solution for remote connectivity, purpose-built for the 3rd platform
of IT. ESRS just became much more flexible and built to scale with EMCs
growth and the growth of our customers. The virtualization of ESRS aligns
with overall EMC strategy of addressing the requirements of the softwaredefined enterprise, and our customers no longer have to deal with the
hassles of OS licensing fees and dedicated physical hardware.
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With version 3, ESRS is now a simplified solution.
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With the March 2015 release of ESRS version 3.04 - ESRS is now customerinstallable!
There are three simple steps for EMC customers to get ESRS-connected and
begin their proactive services journey:
Prepare the environment plan to deploy one or more ESX or Hyper-V
servers
Download ESRS from the EMC Online Support site
Install and configure the virtual appliance as well as the optional ESRS
policy manager
Although the process just became much easier, EMC personnel and
authorized partners should always assist customers to install and configure
ESRS. For every new product installation, the model number PSINST-ESRS
should be used to order ESRS installation and implementation.
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Another feature of ESRS version 3 is virtual lifecycle management, or vLM.

This simplifies the process of upgrading to the latest version of ESRS code.
vLM delivers upgrade notifications directly to customers, and provides
customers with the option to automate the upgrade process ensuring that
all of the latest features and capabilities are in place.
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Here is a high-level overview of the differences between ESRS version 2

frequently referred to as ESRS Gateway, and ESRS version 3 frequently
referred to as the ESRS Virtual Edition.
Working our way from the top of the list, ESRS version 3 is:
Compatible with new EMC products
Customer-installable
Virtualized eliminating the need for physical hardware and OS licensing
fees
And, easy to upgrade and maintain through the vLM feature
It includes the eLicensing Usage Intelligence feature
And, ESRS v3 will also receive the benefits of ongoing product
development, which will include new security enhancements
ESRS has always been available at no additional cost, regardless of
version
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Your call to action as someone representing EMC in a customer-facing capacity

First, become familiar with the features and benefits of ESRS version 3. Promote
those benefits to both new and existing customers, and act as an evangelist for
ESRS connectivity. If a customer isnt aware of the benefits, take the time to
discuss the proactive services capabilities, security features, remote support
benefits, and so on. These benefits should be discussed during the sales cycle in
order to ensure that the customer is ready to implement when installation and
implementation activities take place. This applies members of the Sales, Presales,
and Professional Services teams who are working with customers that have
purchased new EMC products.
Next, ensure that all new product implementations include the installation and
configuration of ESRS version 3 connectivity by ordering PSINST-ESRS in Direct
Express / Channel Express.
And finally, always look for ESRS installation and upgrade opportunities, and do not
assume that customers will self-install ESRS just because it is now customerinstallable. Any EMC personnel or partners that are on site to manage product
installations and implementations should walk customers through the process of
installing and configuring ESRS version 3. For existing EMC customers, always
identify if there is an opportunity to configure ESRS version 3 connectivity for
existing unconnected products during a new product installation. When there is an
existing ESRS version 2 deployment, see if there is an opportunity to upgrade to
ESRS version 3.
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Here are four additional resourcesjust click the embedded hyperlink

directly from this training to launch.
If you are an EMC employee, you can click the following hyperlinks to access
our internal support community forum and a landing page dedicated to ESRS
collateral and resources.
Within the EMC Online Support site follow the hyperlink above to access
technical documentation, downloads, knowledgebase articles, and more.
And within the EMC Community Network, we have a public ESRS support
community forum for customers and partners to get engaged.
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Thank you!
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Welcome to the EMC Secure Remote Services version 3 overview and key

differences training module.

With the launch of version 3 in September of 2014, ESRS was introduced as

Heres a high-level overview of how ESRS works. The ESRS connection

Internal analysis has uncovered many traditional customer benefits of

Now lets take a look at the benefits of connectivity to us at EMC.

The customer service organization is able to solve more problems remotely,

Now lets take a look at what makes ESRS proactive

ESRS is a key enabler of proactive services, and is integrated with the

clicks the My Support icon, they are granted access to customized

Information from connectivity is synthesized through EMCs internal Big Data

capacity and code levels. This information is placed in to dashboards that

Improves license management by helping customers redeploy underused

At a high level, here is the proactive services story

Now lets take a look at what makes ESRS secure

Create roles, profiles, and add or remove users

The Policy Manager is primarily responsible for determining whether an access

Security highlights for ESRS include:

Now lets take a look at the virtual features of ESRS

With version 3, ESRS is now a simplified solution.

Another feature of ESRS version 3 is virtual lifecycle management, or vLM.

Here is a high-level overview of the differences between ESRS version 2

Your call to action as someone representing EMC in a customer-facing capacity

Here are four additional resourcesjust click the embedded hyperlink

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