Published on January 16, 2014
Prevention is the best medicine — Services for your IT health Jim Roth Executive Director, Product Group Global Support & Deployment Erin Forsyth Director, Product Marketing Global Support & Deployment 2013
A little prevention is worth a lot of cure Cure Prevention 1lb 1oz
Three levels of prevention The further upstream we intervene, the more likely intervention will be effective 2013 Primary prevention Secondary prevention Tertiary prevention Preserve heath with preventive measures Address problems as they arise Manage ongoing issues • Risk assessment/ screening • Education about prevention • Immunizations • Proactive monitoring • Intervention and medication • Initiating change • Corrective measures • Ongoing issue management • Peer support
Earlier is better Prevention matters at all phases Susceptibility Screening Diagnosis Prognosis Treatment Costs Prediction and early detection are key to driving down healthcare costs Baseline risk 2013 Preclinical progress Clinical progression
Driving value with early intervention Optimized performance Business value Primary protect the healthy Secondary promptly intervene Tertiary prevent deterioration 2013 • Proactive remediation before issues occur • Preventative recommendations • Predictive analytics • Systems management integration • Remote monitoring and data collection • Local diagnostics • Self-help Level of intervention
Improved experience with SupportAssist Traditional customer experience Multiple manual steps Customer Fault occurs Issue identified Contact Dell Find phone number Verify entitlement Customer provides details Transport data Upload diag data to Dell Open case Customer provides details Troubleshooting Phone and email exchange SupportAssist customer experience Streamlined path to resolution Fault occurs Customer Detected through SupportAssist 2013 Automatic case creation and diag data transport Troubleshooting Dell contacts customer after reviewing data
Integrated through Dell systems And resulting in proactive recommendations Hardware devices servers | storage | network | converged Systems Management consoles CRM integration Intelligence engine 2013 Proactive recommendations and reporting
Leveraging Big Support Data to improve performance System data Analysis Recommendations 300TB of data Proactive remediation and recommendations 20MB/week 10 million enterprise systems 2013 Optimized performance
Dell ProSupport Enterprise Suite Accelerate your business ProSupport Plus ProSupport Flex for Data Center • • • • • • • • Dedicated Technical Account Manager Elite ProSupport Plus engineers Monthly reporting and recommendations System maintenance Dedicated Technical Account Manager Dedicated elite ProSupport Flex engineers Dedicated field engineers Onsite parts options ProSupport 24x7x365 Experts 2013 Hypervisor and OS support 3rd party collaborative assistance Insights Ease
Dell ProSupport Plus for critical systems Because critical enterprise systems are critical: Intelligence Expertise • Dedicated Technical Account Manager • Proactive recommendations • Health checks Performance & stability • Elite ProSupport Plus engineers • System maintenance Technology • SupportAssist • Intelligence Engine 2013 Benefits: • Adopt complex technologies with confidence by relying on our elite experts • Improve performance and stability with proactive, personalized recommendations • Maximize workload availability with automated support enabled by SupportAssist
The five critical components of ProSupport Plus 1 Dedicated Technical Account Manager 2 Direct access to elite ProSupport Plus engineers 3 Remote monitoring and automated support with SupportAssist 4 Monthly reporting and performance recommendations 5 System maintenance 2013 Customers working with Dell Technical Account Managers have higher Net Promoter Scores “We have become accustomed to the level of service provided by Dell and we no longer consider other vendors when we want to roll-out a new solution.” - Hemant Darji, Gujarat Apollo Industries, India
The five critical components of ProSupport Plus 1 Dedicated Technical Account Manager 2 Direct access to elite ProSupport Plus engineers 3 Remote monitoring and automated support with SupportAssist 4 Monthly reporting and performance recommendations 5 System maintenance 2013 “Dell ProSupport has been absolutely amazing. All we have to do is pick up the phone, and they get us back on track.” - Sean Barnes, Forum Energy Technologies, United States
The five critical components of ProSupport Plus 1 Dedicated Technical Account Manager 2 Direct access to elite ProSupport Plus engineers 3 Remote monitoring and automated support with SupportAssist 4 Monthly reporting and performance recommendations 5 System maintenance 2013 Reduce troubleshooting steps by 75% SupportAssist can reduce the average number of steps customers typically take to troubleshoot an issue from 6 down to just 1 or 2 “The automation and proactive parts dispatch. Integration with OME, love the way you can sort on all fields. Very well executed.“ - Andrew Nugent, IT Manager, Internap Network Services Corporation, Atlanta, GA
The five critical components of ProSupport Plus 1 Dedicated Technical Account Manager 2 Direct access to elite ProSupport Plus engineers 3 Remote monitoring and automated support with SupportAssist 4 Monthly reporting and performance recommendations 5 System maintenance 2013 “I have been in this industry for 15 years and worked with almost every technology provider. The level of support we receive from Dell is really impressive. They really take care of us.” - Dlip Patil, Yash Raj Films, India
The five critical components of ProSupport Plus 1 Dedicated Technical Account Manager 2 Direct access to elite ProSupport Plus engineers 3 Remote monitoring and automated support with SupportAssist 4 Monthly reporting and performance recommendations 5 System maintenance 2013 Reduce hassles by 20% Customers with Dell Proactive Maintenance Service report up to 20% fewer hardware issues than customers who do not have the service.* *Based on a Dell internal analysis completed on January 14, 2013 of the average number of issues customers reported during a 26 week period after having a Dell/EQL Maintenance Service performed vs. those customers without Dell/EQL Maintenance Service performed.
ProSupport Plus advantage Different from the competition Monthly utilization and service history reporting vs. non-dedicated vs. quarterly/bi-annually Immediate access to software support vs. bi-annually 2013 Dedicated technical account manager Monthly health checks The most comprehensive support service in the industry for enterprise systems vs. call back within 2 hours
Next steps Meet with Dell subject matter experts at the Solutions Showcase – Services Area: Transform & Inform kiosks Gain hands on experience with live demonstrations in the Solutions Showcase – Data Center: SupportAssist Schedule a post-event Whiteboard Session to address your specific requirements. Contact your account team for details. Visit a Dell Solution Center near you: Austin • New York City • Washington D.C. Chicago • Santa Clara • Mexico City • Sao Paolo Visit www.Dell.com/ProSupportPlus 2013
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