prevention is the best medicine: services for your it health

2013

Prevention is the best medicine — Services for your IT health Jim RothExecutive Director, Product Group Global Support & Deployment

Erin ForsythDirector, Product Marketing Global Support & Deployment

Prevention

Cure

1oz

1lb

A little prevention is worth a lot of cure

2013

Three levels of prevention

The further upstream we intervene, the more likely intervention will be effective

Primary preventionSecondary 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

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Earlier is betterC

osts

Baseline risk Preclinical progress Clinical progression

Susceptibility

Screening Diagnosis Prognosis Treatment

Prevention matters at all phases

Prediction and early detection are key to driving down healthcare costs

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Optimized performan

ce

Driving value with early intervention

• Local diagnostics• Self-help

• Predictive analytics• Systems management integration• Remote monitoring and data collectionB

usi

ness

valu

e

Level of intervention

• Proactive remediation before issues occur

• Preventative recommendations

Tertiaryprevent deterioration

Secondarypromptly intervene

Primaryprotect the healthy

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Issue identified

Fault occurs

Contact Dell

Verify entitlement

Transport data

Open case

Trouble-shooting

Find phone number

Customer provides details

Upload diag data to Dell

Customer provides details

Phone and email exchange

Traditional customer experienceMultiple manual steps

SupportAssist customer experienceStreamlined path to resolution

Detected through SupportAssist

Fault occurs Troubleshooting

Dell contacts customerafter reviewing data

Automatic case creation and diag data transport

Customer

Customer

Improved experience with SupportAssist

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Integrated through Dell systems And resulting in proactive recommendations

Hardware devicesservers | storage | network | converged

Systems Management consoles

CRM integration

Intelligence engine

Proactive recommendations and

reporting

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Leveraging Big Support Data to improve performance

20MB/week

300TB of data

Optimized performance

Proactive remediation and recommendations

10 million enterprise systems

System data Analysis Recommendations

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Dell ProSupport Enterprise SuiteAccelerate your business

ProSupport Plus

ProSupport24x7x365 Hypervisor and OS support 3rd party collaborative

assistance

ProSupport Flex for Data Center

Experts Insights Ease

• Dedicated Technical Account Manager

• Elite ProSupport Plus engineers• Monthly reporting and

recommendations• System maintenance


• Dedicated elite ProSupport Flex engineers

• Dedicated field engineers• Onsite parts options

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Dell ProSupport Plus for critical systems

• SupportAssist

• Intelligence Engine

Technology

Performance &

stability

Intelligence

• Proactive recommendations

• Health checks

• System maintenance


• Elite ProSupport Plus engineers

Expertise

Because critical enterprise systems are critical: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

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The five critical components of ProSupport Plus

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

Dedicated Technical Account Manager

Direct access to elite ProSupport Plus engineersRemote monitoring and automated support with SupportAssistMonthly reporting and performance recommendations

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System maintenance5

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System maintenance5


“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

2013



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System maintenance5


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

2013



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System maintenance5


“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

2013 *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.

System maintenance5

Remote monitoring and automated support with SupportAssist

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Dedicated Technical Account Manager1

Direct access to elite ProSupport Plus engineers

22 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.*

Monthly reporting and performance recommendations

4

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The most comprehensive support service in the industry for enterprise systems

ProSupport Plus advantageDifferent from the competition

Dedicated technical account manager

Immediate access to software support

Monthlyhealth checks

Monthlyutilization and service history reporting

vs. non-dedicated vs. quarterly/bi-annually

vs. bi-annually vs. call back within 2 hours

2013

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

Gain hands on experience with live demonstrations in the Solutions Showcase – Data Center: SupportAssist

Next stepsMeet with Dell subject matter experts at the Solutions Showcase – Services Area: Transform & Inform kiosks

Visit www.Dell.com/ProSupportPlus

2013

Q&A

prevention is the best medicine: services for your it health

Technology

automated support

dell systems

critical systems

big support data

critical enterprise

data center

elite experts

engineers3remote monitoring