Prevention is the best
medicine — Services
for your IT health
Jim Roth
Executive Director, Product Group
Global Support & ...
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

Primar...
Earlier is better
Prevention matters at all phases
Susceptibility

Screening

Diagnosis

Prognosis

Treatment

Costs

Pred...
Driving value with early intervention
Optimized
performance
Business value

Primary

protect the healthy

Secondary

promp...
Improved experience with SupportAssist
Traditional customer experience
Multiple manual steps

Customer

Fault
occurs
Issue...
Integrated through Dell systems
And resulting in proactive recommendations

Hardware devices
servers | storage | network |...
Leveraging Big Support Data
to improve performance
System data

Analysis

Recommendations

300TB
of data
Proactive remedia...
Dell ProSupport Enterprise Suite
Accelerate your business
ProSupport Plus

ProSupport Flex
for Data Center

•
•
•
•

•
•
•...
Dell ProSupport Plus for critical systems
Because critical enterprise systems are critical:
Intelligence
Expertise
• Dedic...
The five critical components of ProSupport Plus
1

Dedicated Technical
Account Manager

2

Direct access to elite
ProSuppo...
The five critical components of ProSupport Plus
1

Dedicated Technical
Account Manager

2

Direct access to elite
ProSuppo...
The five critical components of ProSupport Plus
1

Dedicated Technical
Account Manager

2

Direct access to elite
ProSuppo...
The five critical components of ProSupport Plus
1

Dedicated Technical
Account Manager

2

Direct access to elite
ProSuppo...
The five critical components of ProSupport Plus
1

Dedicated Technical
Account Manager

2

Direct access to elite
ProSuppo...
ProSupport Plus advantage

Different from the competition

Monthly
utilization and
service history
reporting

vs. non-dedi...
Next steps

Meet with Dell subject matter experts at the Solutions
Showcase – Services Area: Transform & Inform kiosks
Gai...
Q&A
2013
2013
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Prevention Is The Best Medicine: Services For Your IT Health

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A little prevention is worth a lot of cure. Check out the steps your IT department can take to prevent issues in IT health and keep your systems free of trouble. Learn more at: http://del.ly/ProSupportPlus

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  • Prevention is the best medicine
  • Chinese proverb storyThe superior doctor prevents sickness; The mediocre doctor attends to impending sickness; The inferior doctor treats actual sickness;“Verified that these symbols mean to prevent something.
  • Transition to fact that prevention has long been a key concept and tenant in the medical industry. We’ve all been told that we should take vitamins, exercise, have regular physicals, floss….same thing applies to our customers trying to keep their IT environment healthy.
  • The further upstream we can apply preventative measure, the likelier it is it will be effectivePrimary Prevention – Preserve health with preventative measuresMedical community example are immunizations, regular dental visits, etcIn IT examples are regular system maintenance and performance monitoring Secondary Prevention – Addressing problems as they arise promptly For your doctor this is giving you medicine when you have a sinus infection or filling a cavity at the dentistIn IT this is monitoring your environment for faults and failure and responding immediately, which is next to impossible without automated support tools and processesTertiary Prevention – Manage ongoing issuesIn medicine and IT , when we reach this point in the levels of prevention, we are dealing with systematic issues at their root cause and putting mitigating processes in place. At this point prevention is costly and reactive and we are so busy dealing with the issues it’s hard to get ahead of the issues.
  • The further upstream we can intervene, the likelier it is that any intervention will be effective and the lower the cost of preventing issues in the first place. As issues progress, the cost of diagnosing and dealing with the issues rises. In our customer’s IT environments we certainly see that those that invest in keeping their environment healthy as a strategic priority see fewer business disruptions. Those that simply deal with issues as they come spend more resources managing the escalations and less time focused on their business.
  • SupportAssist is the underlying technology that enables the ProSupport Plus experience. Before we delve into how SupportAssist works let’s look at the traditional methods our customers were using before we introduced it. The customer will have a fault in their environmentThey’ll either monitor or maybe they won’t even find the fault until some end user calls them and says something’s down.At that point they’ll have to figure out the contact information.They’ll contact Dell and navigate the call director or phone menus.They finally get to a tech support agent, they’ll talk to them and verify entitlement. And then almost always tech support will say, “Can you send me some Log data>”The customers will do that. If they haven’t done that, often tech support will ask them to hang up, run the diag, and call back.At that point, the case will be open and the tech support agent will typically study the log data and then begin the troubleshooting process.With SupportAssist that experience is radically different:We are actively monitoring those assets in the customer’s environment. If something occurs, we know about it. We automatically begin the process of log collection; we automatically open the case.Tech support studies the log and case details and puts an outbound Call to the customer. Think about that, instead of the customer having to find the number and call into Dell reactively, we’re actually able to target and have the right expert call out to that customer. That expert will have already studied the log data, and it can be as simple as, “I noticed you had a hardware failure, this is the address we have on record, is that where you want us to send the drive?”Dramatically different support experience that what you have in the traditional break/fix world.All of this is enabled by SupportAssist.Emphasize the time 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.
  • How does Dell technology enable this proactive and preventative support – with SupportAssist. Our newest tool, integratedinto OpenManage Essentials (OME), provides 24/7 system monitoring, automatic data collection, detection of issues and notifications alerting you about an identified issue. From there, data is securely transported to Dell, a case is created and a technical specialist calls you directly to resolve the issues….saving you time and costly outcomes. As mentioned in the previous slide – we’re taking it one step further, by leveraging data gathered across our customer environments to provide personalized reporting and optimization for proactive and predictive support.
  • Illustration to show data collected by Dell and impact20mb data collected each week5GB data collected per system overthe lifetime of system10 million Dell systems (We sell around 2M enterprise units every year. Assuming 7 year total product life that takes us around 14 million. If we only look at units in warranty it is close to 10 million – per Sriram the exact # is 8.1mil)In 3 years, 15TB in data collectedIn 5 years, petabytes of data collected at 50% adoption
  • Your #1 support advocate at Dell, ensuring you have someone who knows you and your businessTrusted advisor for support planning and technology decisionsLeverages data collected by SupportAssist to improve performance and stability with proactive, personalized recommendationsServes as single point of contact for account management, escalation resolution and monthly reporting reviews
  • Immediate advanced troubleshooting from an elite ProSupport Plus engineer who will reduce downtime and lost productivity.Deep and broad expertise across the full breadth of Dell enterprise products to enable comprehensive issue resolution.Utilizes information collected through SupportAssist technology to gain visibility into the issue as well as configuration and diagnostic data.
  • Remotely monitors enterprise systems through leading system management consoles Accelerates resolution with notifications , automated case creation and proactive responseImprove productivity by reducing time spentresolving issuesCollects configuration information from your environment to identify critical patches and updatesAnalyzes information across entire customer base, to identify trends and best practices
  • Monthly health checks enabled through SupportAssist provide critical updates and performance recommendationsMonthly contract and support history reporting to aid in budgeting and planningRecommendations based on trends and best practices across the Dell customer baseThe full ProSupport Plus reporting suite is available only with the implementation of SupportAssist
  • System maintenance is delivered as needed based on monthly reporting and performance recommendations Flexible scheduling of service delivery – available 24/7Service is delivered based on your available maintenance window
  • Prevention Is The Best Medicine: Services For Your IT Health

    1. 1. 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
    2. 2. 2013
    3. 3. A little prevention is worth a lot of cure Cure Prevention 1lb 1oz
    4. 4. 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
    5. 5. 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
    6. 6. 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
    7. 7. 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
    8. 8. 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
    9. 9. 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
    10. 10. 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
    11. 11. 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
    12. 12. 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
    13. 13. 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
    14. 14. 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
    15. 15. 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
    16. 16. 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.
    17. 17. 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
    18. 18. 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
    19. 19. Q&A 2013
    20. 20. 2013

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