Dell ProManage-Managed Services

IDC PRESENTATION RAY BOGGS Vice President, Small and Medium Business and Home Office Research 1

WORLDWIDE SMB IT SPEND GROWTH OUTPACES TOTAL SPEND GROWTH EACH YEAR Worldwide SMB IT spending Worldwide total corporate IT spending Source: IDC SMB Research and IDC Black Book 2008 and 2009 2

IMPACT OF CONCERN ABOUT ECONOMY ON IT PURCHASING NEXT 12 MONTHS Small Mid-Sized Business Business 38.1% 28.2% Delay IT spending 33.9% 41.7% Reduce IT spending 17.8% 29.8% Focus spending on tactical projects (immediate benefits) 11.8% 22.8% Focus spending on strategic projects (long term benefits) 4.7% 6.3% Move to hosted/outsourced solutions from ones we own 1.9% 4.5% Reduce IT investments in remote locations/branches Multiple response! Source: IDC’s SMB Survey, 2008 3

FACTORS ENCOURAGING USE OF SOFTWARE-AS-A-SERVICE Small Mid-Sized Business Business Pay for capabilities as needed 57.2% 39.3% Ability to integrate in current apps. 25.5% 26.4% environment Ability to add new users without 24.6% 33.3% difficulty Ability to bring capabilities in-house 20.4% 18.8% if needed Remote management that eases IT 20.4% 18.8% staff workload Easier to support branch offices/ 15.3% 21.0% remote offices Multiple response! Source: IDC’s SMB Survey, 2008 4

FACTORS DISCOURAGING USE OF SOFTWARE-AS-A-SERVICE Small Mid-Sized Business Business Concern about data security 52.8% 50.3% Concern about recurring cost of 45.5% 36.7% ownership Concern about not ―owning‖ 34.9% 34.7% software Concern about service reliability 34.4% 25.6% (including availability & backup) 23.7% 23.1% Loss of control of IT dept over applications 23.7% 21.2% Prefer S/W and data remain onsite Same rank! Source: IDC’s SMB Survey, 2008 5

ESSENTIAL GUIDANCE 1. Economic concerns cut across regions: – Spending/IT investments curtailed. Longer sell cycles. – Near-term payback focus. MBs acting like SBs. 2. Supplier excitement about new technology not as shared by SMBs: – Practical realities more important than theoretical benefits. – MBs are seeing benefits in next generation solutions — especially ―cloud computing‖ and virtualization. – Interest in online business resources growing as broadband and local networking penetration grows. 3. For vendors, patience will be key while they inform and excite SMBs about new technology. 6

SMALL & MEDIUM BUSINESS: NO LONGER BUSINESS AS USUAL LAURIE MCCABE Partner 7

NO LONGER BUSINESS AS USUAL SMBS ARE BEING SQUEEZED Demands Constraints How can IT help my business navigate Increase business Greater economic value from IT uncertainty through uncertainty today… Adopt new solutions Shrinking capital to stay competitive Uncertain cash flow Solutions that do more for less Scarcer IT resources Higher, faster return-on- Fewer IT staff investments Growing IT …and innovate Reduce risks and costs complexity and to get on a confusion growth More flexibility trajectory for tomorrow? 8

NO LONGER BUSINESS AS USUAL WHAT SMBS WANT FROM VENDORS Give me a smarter, easier, better and less expensive way to manage my IT infrastructure. Fix problems before they negatively affect my business. Free up my time so I can focus on helping my business survive and thrive. 9

NO LONGER BUSINESS AS USUAL WHAT VENDORS NEED TO PROVIDE  24/7 monitoring Clear Business Value Easy to find, and support  Cut Costs evaluate and buy  Increase revenues  Transparent pricing  Proactive  Streamline operations  Clear service diagnostics and agreements remediation  Fast, responsive resolution Trusted Advisor Reduce risks   Lower upfront Understand my needs  Strong data and  Proven expertise investments network security   Predictable costs Provide guidance   Proactive support Keep me informed  Scalability   Flexible and scalable No finger pointing 10

DELL SMB SERVICES… SERVICES REDEFINED

THE TIME IS NOW… 12

MANY CHALLENGES Downtime means IT must be easy; lost revenue & resources are productivity limited IT solutions Security is that grow with essential my business 13

NEW SERVICES APPROACH Accelerated... Web-based… Flexible...Servi Less complexity. Delivered remotely. ces at the speed of Faster results. your business.    Easy to turn on Remote Faster or off monitoring & deployment, management less cost  Pay only for   what you need Free up people Free up people for more faster to work  Access latest strategic work on more innovation important  Get up and projects running faster  with less Quickly scale resources up and down 14

DELL’S SERVICES MODEL 15

PROMANAGE- MANAGED SERVICES NATIONWIDE 16

AVAILABLE SERVICE PLANS Select service level & add-on LEVEL 3 services as needed MANAGEMENT 7/24/365 End-User support desk Vulnerability scanning Patch management & asset tracking LEVEL 2 Support for Exchange and SQL RESOLUTION Quarterly assessment & planning Service Desk 7/24/365 remote remediation with patch scanning LEVEL 1 Annual assessment and quarterly planning available ALERTS Up to 2 hours on-site customer support monthly Remote monitoring of networks, systems and applications 7/24/365 fault, performance and security alerts Monthly reporting by email Optional Add-on Services • Troubleshooting & repair • Data storage & backup • Virus & spyware issues, including OS • Installation • Software Support • Network assessment & design • Data Migration • Security assessment & design 17

LEVEL 1 – ALERTS Automatic Alerts Your Business 24x7x365 24x7x365 Remote Remote Monitoring Monitoring Dell Network Operating Center 18

LEVEL 2 – RESOLUTION On-site Assistance Remote Resolution Local Technical Your Business Consultant 24x7x365 24x7x365 Remote Remote Monitoring Monitoring Dell Network Operating Service Desk Center 19

LEVEL 3 – MANAGEMENT On-site Assistance Remote Resolution IT Management Local Technical Your Business Consultant 24x7x365 24x7x365 Remote Remote Monitoring Monitoring Dell Network Operating Help &Service Center Desks 20

FOCUS ON YOUR BUSINESS NOT YOUR IT Less downtime with 24x7 proactive, remote monitoring of PCs, services and networks More uptime for employees and systems Ability to shift resources to more innovative and strategic initiatives Faster resolution of problems when they do occur NO upfront investment, no binding long-term contracts Local reach backed by world-class capabilities 21

A SOLID DEFENSE ―We’ve had more success in the past three months with Dell Managed Services than we ever have in the past.‖ AronFogiel, Owner Hoffbrau Steaks Restaraunts/HB Meats “I’ve got a whole IT team. It’s Dell.‖ Tom Peters, IT Manager Salesian Missions 22

CUSTOMER CHOICE MANAGED SERVICES FOR PARTNERS SALES AGENT CO-DELIVER PLATFORM Available now! Available now! ...by end of 2009 23

THANK YOU!

Dell ProManage-Managed Services

by Kara Krautter on Apr 14, 2009

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