a future ready workforce from day one - dell › content › dam › uwaem › ... · 2017-10-26...

A Future Ready Workforce from Day One

Thanos TsakalosDell EMC Services

Customers assert the importance of services

14%

15%

21%

22%

24%

32%

35%

48%

59%

EXISTING RELATIONSHIP WITH VENDOR

PRE-QUALIFIED SOLUTIONS / REFERENCE …

REDUCTION IN CAPITAL EXPENDITURES

ABILITY TO LEVERAGE EXISTING STAFF SKILLS

REDUCTION IN OPERATIONAL EXPENDITURES

EASE OF MANAGEMENT

TOTAL COST OF OWNERSHIP

PRODUCT FEATURES/FUNCTIONALITY

SERVICE, SUPPORT & EASE OF IMPLEMENTATION

In general, what do you consider to be the most important criteria to your

organization when it comes to selecting a data center infrastructure provider?

© 2016 by The Enterprise Strategy Group, Inc., InstaPoll Research

IT spends most of its time just keeping the lights onIncrease your time spent on innovation from 20% to 30% and beyond

20%

80%IT time spent on routine operations

and keeping the lights on

20%IT time spent on innovation and

creating business revenue

Source: IDC: 2016 Survey of Hyperconverged Users: Learning How Real-World Deployments Are Impacting Today’s IT Departments, N = 300 (2016)

IT PROVEN

Case studies for

applications, infrastructure,

operating models, cloud…

Dell EMC ServicesDriving the rapid adoption and optimization of your digital technologies

CONSULTING

Big data, analytics, applications,

DevOps, multi-cloud, operating

models, recovery

DEPLOYMENT

Planning, configuration,

installation, integration, data

migration, post implementation

MANAGED SERVICES

Cloud, applications,

infrastructure, ERS, storage,

management

TRAINING

Hybrid cloud, all-flash, data

protection, converged,

software-defined, big data…

SUPPORT

Tools, experts, single-

source, onsite, extra

coverage

Automation Transparency Control Wellness

Using sensors, IoT,

analytics, and mobile

apps to provide

automated proactive and

predictive support

Real-time, personalized

dashboards providing

actionable insights to

empower your digital

transformation

Self-service portals

enabling you to monitor

and control as much of

your support and

deployments as you like

Automated, remote

monitoring and health

checks providing

analysis and insights for

a healthy IT environment

Digitally transforming the customer experience


CONSULTING



models, recovery

DEPLOYMENT




IT PROVEN

Case studies for



MANAGED SERVICES



management

TRAINING




SUPPORT



coverage

LOW VALUE HIGH VALUE

Digital

Transformation

Keep PCs

working

IT

Transformation

Workforce

Transformation

Security

Transformation

Devices & OSCommoditized

IT Services

End User Experience

Request new PC

Schedule Install

Wait for Tech

Tech shows up late

Yes! New Computer

Missing Apps

Where’s my File?

Trouble Tickets

Computer Works

Wait for Install Start Using Your New Computer

Turn on & login to New PC

Logoff & shutdown Old PC

1

2

3

Warehouse/Staging Onsite

Move work to the factory

Factory

Image Load

Asset Tag

BIOS Settings

Join Domain

Patch OS (SCCM)

Install Apps (SCCM)

Asset Report

Data Migration (Cloud)

Moving work to the factory saves money and time.

+ much better for mobile and remote users

Warehousing/Staging OnsiteFactory

Minimize user impact

Image Load

Asset Tag

BIOS Settings

Join Domain

Patch OS (SCCM)

Install Apps (SCCM)

Asset Report

Data Migration (Cloud)

Unbox & Dock

Onsite deployment becomes just as easy as deploying a new

smartphone

11

ProDeploy

Plus

ProDeploy

Basic Deployment

Seamless integration with TechDirect

ProDeploy Client Suite3 offers designed to meet customer needs from the most simple to the most complex

12

ProDeploy Client SuiteGet more out of technology starting on day one

ProDeploy Plus

Deploy& Integrate

1212

• Factory distribution point for SCCM

and MDT configuration and imaging

• 24x7 onsite installation with

data/settings migration

• 30-day post-deployment

configuration assistance

• Secure data wipe for legacy systems

ProDeploy

• Single point for project management

• Deployment Engineer develops

implementation plan

• Dynamic imaging prior to shipping

• 24x7 onsite installation

Basic Deployment

• Self service portal for configuration

tasks and status updates

• Imaging, BIOS configuration, asset

tagging and reporting completed

prior to shipping

Experts Insights Ease

+

ProDeploy Enterprise SuiteAccelerate technology adoption with expert deployment offers

ProDeploy

Plus

ProDeploy

Basic Deployment

ProDeploy

Flex for Data

Center

Deployment Services Training and Certification

Service Delivery Competencies for Deployment via the Dell EMC EMC Partner Program

© Copyright 2016 Dell EMC EMC Inc.© Copyright 2016 Dell EMC EMC Inc.

Basic Deployment

• Expert deployment technicians

• Onsite rack, stack cable and label

• Packaging material disposal

• Consistent hardware installation

Insights EaseExperts

ProDeploy Plus• Tool driven environment mapping

• Multivendor integration for

networking

• Storage data migration

recommendation

• 30-days of post-deployment

configuration assistance

ProDeploy• Single point of project

management

• Install and configure system

software

• Implementation planning

• Site readiness review

Training and Certification• Hands-on deployment training

• Recognition with online badging

• Industry recognized IT certification

ProDeploy Enterprise Suite Deploy & Integrate

The most complete deployment offer prepares you for today and tomorrow

ProDeploy Flex for Data Center• Designed to meet large-scale deployment needs

• Planning and management features are part of every project

• Flexibility to choose the installation & configuration features

Residency ServicesThe force multiplier for your IT staff and data center

Benefits:

• Increase IT staff expertise with knowledge and best practices sharing from our technology experts

• Accelerate technology adoption and maximize your infrastructure capabilities

• Optimize the operation and management of your data center

Deploy& Integrate

Experts

• Certified Dell EMC technical experts*

• Backed by 60,000+ Dell EMC Services & partner professionals

• Specialized experts across Dell EMC products

Insights

• Access Dell EMC product engineering, IP, knowledge databases, and tools

• Benefit from Dell EMC use cases relevant to your needs

• Extend IT staff performance with on-the-job knowledge sharing

Ease

• Onsite and remote delivery options available across all regions**

• Flexibility to adjust engagement timeframes to fit your budget

• Expert resources focus on your business priorities

© Copyright 2016 Dell Inc.151

*Certifications vary across specific technologies.

**Remote delivery available for select technologies only. Contact a Dell EMC Representative to learn more.

Dell EMC Residency Services capabilities

T e c h n o l o g y C o m p e t e n c i e s

Data Domain,, Avamar, NetWorker, DPA,

DLM, Atmos, SourceOne, Recoverpoint

Data Protection

Transitional residents

Post-implementation management

and knowledge transfer to ensure

successful adoption of new

technologies

Operational residents

Day-to-day operational

management of IT infrastructure

VMAX, XtremIO, Isilon, ECS

Unity, VNX, VPLEX, SC and PS

Storage

Converged InfrastructureSoftware

ViPR Controller & SRM

ScaleIO, SA Suite

VMWare, vRealize, Network

Virtualization

Campus or Data Center

platforms, Connectrix

Networking

Server

M1000e, VRTX, FX, rack,

tower, blades

Vblock & VxBlock Systems

VxRack Systems (FLEX and SDDC)

VxRail Appliances

Save 88% in imaging time

Deploy PCs up to 35% faster

Save up to $418 per PC deployed

We configure 11M PCs annually

2017 Microsoft Partner of the

Year Award for Windows & Devices

Deployment

AT THE EDGE

We’ve completed thousands of migrations

Tested over 50M configurations

And we migrate over 1 Exabyte of data

every year

IN THE CLOUDReduce planning time by 75%

Complete projects 39% faster

Reduce IT deployment effort by 91%

94% customer satisfaction

AT THE CORE

Accelerate technology adoption


SUPPORT



coverage

IT PROVEN

Case studies for



DEPLOYMENT




MANAGED SERVICES



management

CONSULTING



models, recovery

TRAINING




ProSupport Services SuiteExpertise and technologies that accelerate your IT transformation

ProSupport ProSupport

Plus

ProSupport One

for Data Center

Remote technical support 24x7 24x7 24x7

Onsite supportNext Business Day

or Mission Critical

Next Business Day1

or Mission CriticalFlexible

Automated issue detection and case creation

Self-service case initiation and management

Hypervisor, Operating Environment Software and OS

support

Priority access to specialized support experts

Designated service account management expert

Periodic assessments and recommendations

Monthly contract renewal and support history reporting Monthly or

Quarterly

Systems Maintenance guidance Semiannual Optional

Designated technical and field support teams

ProSupport Suite Feature Comparison

1. Next Business Day option available only on applicable legacy Dell products.

Availability and terms of Dell EMC Services vary by region and by product. For more information, contact your Dell EMC sales representative.

Maximize productivity

AT THE EDGEThe most complete PC support

available in the market

Up to 72% fewer steps in the support process

Up to 91% less time to resolution

Industry’s only automated

proactive and predictive support for PCs

OVERALLWe support over 121M systems

6 Global Command Centers

Microsoft’s #1 most

competent partner

AT THE CORE/CLOUDResolve issues up to 90% faster

12 Centers of Excellence and Joint Solution Centers

94% customer satisfaction

124K companies enabled with MyService360

22

Help customers boost their IT productivity

Tools and Technologies

Ensure higher availability and faster resolution with a connected environment

Dell EMC server, storage,

networking and Client

devices

Secure connection and

communication

Dell EMC

Technical Support

• Continuous remote monitoring and proactive issue notification

• Automated support case creation

• Dell EMC support will contact you to initiate resolution

• Proactive resolution via remote-in capability for ESRS supported products

Your Technology Service Manager (TSM)Deepening your Dell EMC customer support experience

Collaboration

• Joint Dell EMC account

and service delivery

planning and execution

• Early involvement in

projects from a support

and operations point of

view

• Service operations plan

delivery

Prevention

• Operational review:

reporting, analysis,

recommendations

• Risk management

• Best practices

• Maintenance

• Lifecycle

• Out of Warranty

• Best practices adoption for

operations efficiency

Relationship

• Trusted advisor

• Understand business

objectives and IT needs of

covered assets

• Service advocate within

Dell EMC

Support

• Escalation and crisis

management Oversight

and coordination of

service exceptions

• Central point of

accountability for Dell

EMC services

Resolve issues up to 90% faster when connected1

Resolve before an issue occurs

Dell EMC

Contacts

Customer

Auto

Case

Creation

Predictive automated supportAvoid failures and downtime

Traditional Support

Connected Support

1 Based on Sep 2015 Principled Technologies Test Report commissioned by Dell EMC. Actual results will vary. Full report: http://facts.pt/1P56lW0

Manualcasecreation

Gather

System

State

ResolveTrouble-

shoot

Verify

service

contract

Customer

contacts

Dell EMC

Traditional manual supportHigher customer effort, longer downtime

Proactive automated supportLess customer effort and downtime Resolve

Dell EMC

Contacts

Customer

!Fault Occurs

Auto

Case

Creation!

Fault Occurs

http://facts.pt/1P56lW0

26

SupportAssist

Benefits:

• Improve productivity by replacing manual routines with automated support

• Accelerate resolution, or avoid issues completely, with proactive and

predictive issue detection

• Maximize flexibility with a SupportAssist version for standalone use or with

a management console

Experts• Proactive contact from Dell EMC

tech support

Insights• Proactive issue detection

• Configuration and site validation

• ProSupport Plus recommendation reporting

Ease• Automated issue notification and

case creation

• Collect system state information for support or deployment with one easy to use tool

Tools & technologies

27

TechDirectThe online self-service portal designed by our experts to empower the customer.

Benefits:

• Boost productivity by up to 90%* with the convenient and flexible tool

that makes managing technology, training staff and supporting end

users easy

*Claim made by Host Europe. 90% boost in IT staff productivity achieved through bypassing phone-based ticket management. Read full story.

Insights• Exportable activity reports

• Self-dispatch performance visibility

• Progress tracking for certification competency achievement

• ProDeploy Client Suite deployment status

Ease• Global 24x7 availability

• Centralized online account

• Responsive design for optimal viewing and navigation on any device


http://www.dell.com/learn/us/en/vn/corporate~case-studies~en/documents~2014-host-europe-10013106-flexible-pro-support-vendor.pdf

28

Secure Remote Services (ESRS v3)

Benefits:

• Automated health checks to ensure optimal performance

• 24x7 predictive wellness monitoring and notification for high availability

• Proactive case creation and quicker uptime with remote connect-in

• Complete control over security access and permissions with Policy Manager

Experts

• Remote troubleshooting through the ESRS connection

• Secure, bi-directional pipeline for log, code and file sharing

Insights

• Proactive monitoring to prevent issues

• Remote issue analysis and diagnosis

• Feeds high-value, current data to Online Support and MyService360

Ease

• Customer installable

• No additional hardware or OS licenses required for virtual edition

• Added security with Docker edition for Linux-based systems

© Copyright 2017 Dell Inc.


MyService360TM

A personalized, proactive, and prescriptive services dashboard that empowers customers to take control of their service and support experience.

Benefits:

• ~43% time savings with aggregated views and actionable services data*

• 97% of customers have been able to easily gain insight into the wellness of their global environment*

Insights• Real-time heads-up display with health

and risk scoring and identification

• Proactively take action based on prescriptive recommendations

• Historical trending and analysis

• Transparency from 3600 global enterprise views with drill down capabilities

Ease• Global 24x7 access

• Advanced personalization that simplifies the understanding of their global service experience

• Data exports for further analysis on your desktop

• Responsive design for tablet access

*Benefits based on 2017 survey of select group of global account managed customers.


Accelerating technology adoption and maximizing productivity through global scale and skill

OUR REACH

∙ 121M+ systems supported

∙ 15.5M+ dispatches

∙ Core to edge coverage

∙ 1035 parts distribution centers

OUR PROOF

∙ 94% customer satisfaction rating

∙ Temkin Group CE Excellence

∙ TSIA STAR awards

∙ Microsoft Deployment Partner of the Year

OUR PLACES

∙ 165 countries

∙ 6 Global Command Centers

∙ 12 Centers of Excellence & Joint Solution Centers

∙ 87 technical support sites

∙ 2200 carry-in service centers

Dell EMC Support & Deployment Services

OUR PEOPLE

∙ 55,000+ Dell EMC & partner professionals

∙ Broad & deep technical expertise

∙ 55+ languages

∙ Industry certifications

Why Dell EMC Services?

PEOPLE APPROACH OUTCOMES

Both IT strategists and IT

doers…not just business

theorists

Teaming with the most

reputable and dependable

partners in every region

Hiring the industry best,

investing in them, and nurturing

their expertise

30+ years of learning,

innovating, building IP and

helping 1000s transform

Preventing issues and

improving design by harnessing

system data, IoT and analytics

Business cases and

justifications to enable multi-

level decision making

Uniquely positioned to

provide consistent services

from edge to core to cloud

An efficient-deployment culture

beginning at the factory

Flexible SOWs – all the work

or just what you need

© Copyright 2017 Dell Inc.

Thank YouWhere would you like to start?

a future ready workforce from day one - dell › content › dam › uwaem › ... · 2017-10-26...

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