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Global Support and Deployment Services with SupportAssist
Global Support and Deployment Services with SupportAssist
Global Support and Deployment Services with SupportAssist
Global Support and Deployment Services with SupportAssist
Global Support and Deployment Services with SupportAssist
Global Support and Deployment Services with SupportAssist
Global Support and Deployment Services with SupportAssist
Global Support and Deployment Services with SupportAssist
Global Support and Deployment Services with SupportAssist
Global Support and Deployment Services with SupportAssist
Global Support and Deployment Services with SupportAssist
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Global Support and Deployment Services with SupportAssist

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Learn how you can enable remote monitoring of hardware environments, automatic data and log collection, proactive notifications, and case creation with SupportAssist. Decrease time spent …

Learn how you can enable remote monitoring of hardware environments, automatic data and log collection, proactive notifications, and case creation with SupportAssist. Decrease time spent troubleshooting and accelerate time to resolution. Dell SupportAssist has the power to make your life easier. Find out more here: http://del.ly/DellSupportAssist

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  • Add SCOM and SAN HQ hereHyperlink to Resources slide
  • Streamline productivity with this proactive automated support solution.Lessen time spent spent on the phone with Dell; finding out about issues too late; manually generating cases/trouble ticket (with errors) and transporting data. The manual routine is lengthy and could turn costly if detection and resolution is delayed.
  • Customer environment is monitored by SupportAssist using OpenManage Essentials software.Issues automatically identified, diagnostic information troubleshooting is automatically collected and sent to Dell Support by SupportAssist.Every time there is a critical alert, it is forwarded to Dell by SupportAssist.A support Service Request will be created and the support agent contacts the customer regarding the issue.The support agent troubleshoots the issue and dispatches a part to the customer if a part replacement is required. And, customer consent is required to dispatch part.
  • Transcript

    • 1. Global Support & Deployment Services with SupportAssist Hands-on Lab 8 2013
    • 2. Dell SupportAssist overview What is it? Enables remote monitoring of hardware environments, automatic data and log collection, proactive notifications and case creation Management consoles include: OpenManage Essentials (OME), Microsoft System Center Operations Manager (SCOM) and EqualLogic SAN HQ What does it do? Decreases time spent troubleshooting and accelerates time to resolution Provides an enhanced support experience How is it delivered? A standalone application for Microsoft SCOM Integrated with OpenManage Essentials 1.2 and EqualLogic SAN HQ 2 2013
    • 3. Deployment and SupportAssist Lab Agenda • Deployment best practices: Value of optimized configuration • Considerations for engaging Services expertise for integrations Data migration methodologies • Different types of migrations (Block/File) • Different methods (Appliance, Host, Array) • Pros/Cons • Demonstration/Comparison SupportAssist demonstration • Failure • Notification • Case creation 2013 Kyle Husted: Master ProSupport Engineer • VMware Certified Design expert (#48 of 105) • 9 years with Dell • 15 years of IT Industry experience Rui Da Rosa – Global Storage Services Deployment Lead • 8 years with Dell • 15 years of storage experience • 20+ years of IT Industry experience Victor Waelchli • Developed OME and SupportAssist training since pre-beta • ProSupport Plus Master Engineer • 12 years with Dell
    • 4. Deploy efficiently with Dell Services Maximize investment, improve stability and enable productivity Servers Storage Rack deployment Installation and integration Upgrade service Software installation and configuration • Virtualization • Converged infrastructure integration • • • • Configuration 4 2013 • • • • Networking SAN and NAS configuration SAN and NAS integration Data Migration Replication and Backup Logistics Integration • Installation, cable and label • Routing and switching configuration • Wireless LAN installation and configuration • Security and access configuration • SonicWALL Migration
    • 5. Data migration • Vendor agnostic • Additional HW, SW and licensing • Fewer OS limitations, multi-fabric • Fastest, most complex Cost • Vendor agnostic • Additional SW and licensing • Some OS limitations, single fabric • Faster, slightly more complex • Same HW/vendor • Integrated SW – no licensing • One OS, single fabric • Slow but easy Host / file-based Array Speed & flexibility 2013 Appliance Other considerations: Online / offline Non-disruptive
    • 6. Traditional support vs. SupportAssist “I’ve never experienced better IT support than from Dell. It’s also truly proactive, anticipating problems and dealing with them before they occur.” John Billington, Hugh Baird College, UK Traditional customer experience Multiple manual steps Customer Fault occurs Identify issue Contact Dell Find phone number Verify entitlement Provide details Transport data Upload diag data to Dell Open case Provide details Troubleshooting Phone and email exchange SupportAssist customer experience Streamlined path to resolution Fault occurs Customer 6 Detected through SupportAssist 2013 Data transported and case created automatically Troubleshooting Dell contacts customer after reviewing data
    • 7. How Dell SupportAssist works Customer premises Dell Remote monitoring of critical hardware alerts 2 Monitored systems with OME/SupportAssist 1 Automated log & hardware configuration collection 3 4 5 Customer contact 2013 Customer is notified Parts dispatch (if required; with consent) Automatic support case creation
    • 8. Deployment Services information Dell.com/Services Tool for finding the right services Easy to use navigation Organized information Enterprise Deployment information Data Migration video Customer case study: Rio Salado College Customer case study: The Doctor’s Clinic Deployment Questions? Onsite: EDT_Questions@Dell.com Remote: US_Remote_Services_Questions@dell.com 8 2013
    • 9. SupportAssist information & download links Dell.com/SupportAssist SupportAssist Community Group, find: User and Quick Start Guides Supported Products matrix Video Tutorials Frequently Asked Questions (FAQ’s) Environment Download Dell Enterprise: PowerEdge PowerVault PowerConnect Force10 - S4810 OME 1.2 Download OME1.2 with SupportAssist within Bundle Dell Storage: EqualLogic SAN HQ Go into the SAN HQ console and click on SupportAssist within configurator; SAN HQ User Guide has more detail Dell Servers: PowerEdge 9 Systems Management Consoles Microsoft (SCOM) Systems Center Operations Manager 1. Download Dell Server Management Pack Suite v5.0.1 for SCOM 2013 2. Download SupportAssist for Microsoft SCOM
    • 10. Let’s get started View • Attend the Expo to explore solutions in more depth Visit • Attend related sessions Engage • Discuss projects and technologies with subject matter experts throughout the event Schedule • Request a whiteboard session on virtualization, convergence, or cloud • See live demos at a Dell solution center near you 2013

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