The Global Support Services team, internal to VMware Inc., is a highly skilled technical team consisting of software engineers who provide customer support on Service requests raised by VMware's customers daily. To effectively troubleshoot an issue and arrive at a solution, this team analyses log files generated from various software products used by these customers in their environment.
There are several VMware internal products that this team uses at the moment to manage log files. A dedicated Design team works on one of these modern products, vRealize Log Insight Cloud, periodically rolling out version releases to improve the product experience. Handling these log files becomes a tedious and time-consuming job for this team of engineers. Moreover, none of the earlier tools helps analyse logs effectively end to end. This project addresses this identified pain point to simplify and automate the current manual processes these engineers follow. Its purpose is to standardise an integrated platform for managing and analysing log files.
The emphasis here is to improve the log management experience and help the team function efficiently, consuming less time. It has been accomplished by integrating the ecosystem of discreet applications used to achieve this task manually. This project incorporates a redesigned ticket/case management console, a cloud-based automated log ingestion model, an intelligent log insights generation with visual correlation, and a reward-based workflow. On a broader note, this project helps to understand the setup of a Business to Business (B2B) product company and the Digital Enterprise experiences/products it designs for its users. When considering the premise of this project, it would help the reader to understand the requirements of fast-paced technical users and how to enhance their efficiency.
B2B SaaS, Data Visualisation, Enterprise UX, Information Design, Log Management
