Dell ProManage-Managed Services

IDC PRESENTATION

RAY BOGGSVice President, Small and Medium Business and

Home Office Research

1

WORLDWIDE SMB IT SPEND GROWTH

OUTPACES TOTAL SPEND GROWTH

EACH YEAR

Source: IDC SMB Research and IDC Black Book 2008 and 2009

Worldwide total corporate IT spending

Worldwide SMB IT spending

2

IMPACT OF CONCERN ABOUT

ECONOMY ON IT PURCHASING

NEXT 12 MONTHS

Source: IDC’s SMB Survey, 2008 Multiple response!

Small Business

Mid-Sized Business

Delay IT spending 38.1% 28.2%

Reduce IT spending 33.9% 41.7%

Focus spending on tactical projects (immediate benefits)

17.8% 29.8%

Focus spending on strategic projects (long term benefits)

11.8% 22.8%

Move to hosted/outsourced solutions from ones we own

4.7% 6.3%

Reduce IT investments in remote locations/branches

1.9% 4.5%

3

FACTORS ENCOURAGING USE OF

SOFTWARE-AS-A-SERVICE

Multiple response!

Small Business

Mid-Sized Business

Pay for capabilities as needed 57.2% 39.3%

Ability to integrate in current apps. environment

25.5% 26.4%

Ability to add new users without difficulty

24.6% 33.3%

Ability to bring capabilities in-house if needed

20.4% 18.8%

Remote management that eases IT staff workload

20.4% 18.8%

Easier to support branch offices/ remote offices

15.3% 21.0%

Source: IDC’s SMB Survey, 2008

4

FACTORS DISCOURAGING USE OF

SOFTWARE-AS-A-SERVICE

Same rank!

Small Business

Mid-Sized Business

Concern about data security 52.8% 50.3%

Concern about recurring cost of ownership

45.5% 36.7%

Concern about not ―owning‖ software

34.9% 34.7%

Concern about service reliability (including availability & backup)

34.4% 25.6%

Loss of control of IT dept over applications

23.7% 23.1%

Prefer S/W and data remain onsite 23.7% 21.2%

Source: IDC’s SMB Survey, 2008

5

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.

ESSENTIAL GUIDANCE

6

SMALL & MEDIUM BUSINESS:

NO LONGER BUSINESS AS USUAL

LAURIE MCCABEPartner

7

8


SMBS ARE BEING SQUEEZED

Increase business

value from IT

Adopt new solutions

to stay competitive

Solutions that do more

for less

Higher, faster return-on-

investments

Reduce risks and costs

More flexibility

Greater economic

uncertainty

Shrinking capital

Uncertain cash flow

Scarcer IT resources

Fewer IT staff

Growing IT

complexity and

confusion

Demands ConstraintsHow can IT help my

business navigate

through uncertainty

today…

…and innovate

to get on a

growth

trajectory for

tomorrow?

9


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.


WHAT VENDORS NEED TO PROVIDE

Clear Business Value Cut Costs

Increase revenues

Streamline operations

Reduce risks Lower upfront

investments

Predictable costs

Proactive support

Flexible and scalable

Easy to find,

evaluate and buy Transparent pricing

Clear service

agreements

Trusted Advisor Understand my needs

Proven expertise

Provide guidance

Keep me informed

No finger pointing

24/7 monitoring

and support

Proactive

diagnostics and

remediation

Fast, responsive

resolution

Strong data and

network security

Scalability

10

DELL SMB SERVICES…

SERVICES REDEFINED

THE TIME IS NOW…

12

MANY CHALLENGES

13

IT solutions

that grow with

my business

Downtime means

lost revenue &

productivity

IT must be easy;

resources are

limited

Security is

essential

NEW SERVICES APPROACH

14

Accelerated...Less complexity.

Faster results.

Faster

deployment,

less cost

Free up people

faster to work

on more

important

projects

Quickly scale

up and down

Web-based… Delivered remotely.

Remote

monitoring &

management

Free up people

for more

strategic work

Get up and

running faster

with less

resources

Flexible...Servi

ces at the speed of

your business.

Easy to turn on

or off

Pay only for

what you need

Access latest

innovation

DELL’S SERVICES MODEL

15

PROMANAGE-

MANAGED SERVICES

NATIONWIDE

16

AVAILABLE SERVICE PLANS

17

Select service level & add-on

services as needed

LEVEL 3

MANAGEMENT

LEVEL 2

RESOLUTION

LEVEL 1

ALERTS

7/24/365 remote remediation with patch scanning

Annual assessment and quarterly planning available

Monthly reporting by email

7/24/365 fault, performance and security alerts

Remote monitoring of networks, systems and applications

Up to 2 hours on-site customer support monthly

Vulnerability scanning

7/24/365 End-User support desk

Patch management

& asset tracking

Support for Exchange and SQL

Quarterly assessment & planning

Optional Add-on Services• Troubleshooting & repair

• Virus & spyware issues, including OS

• Software Support

• Data Migration

• Data storage & backup

• Installation

• Network assessment & design

• Security assessment & design

Service Desk

LEVEL 1 – ALERTS

18

Your Business

Dell Network

Operating Center

24x7x365

Remote

Monitoring

Automatic Alerts

24x7x365

Remote

Monitoring

LEVEL 2 – RESOLUTION

19

Your Business

Dell Network

Operating

Center

24x7x365

Remote

Monitoring

Remote Resolution

24x7x365

Remote

Monitoring

Local Technical

Consultant

On-site Assistance

Service Desk

LEVEL 3 – MANAGEMENT

20

Your Business

24x7x365

Remote

Monitoring

Remote Resolution

24x7x365

Remote

Monitoring

Local Technical Consultant

On-site Assistance

Help &ServiceDesks

IT Management

Dell Network Operating

Center

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

22

“I’ve got a whole IT team. It’s Dell.‖Tom Peters, IT Manager

Salesian Missions

―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

CUSTOMER CHOICE

23

SALES AGENT CO-DELIVER PLATFORM

MANAGED SERVICES FOR PARTNERS

...by end of 2009Available now! Available now!

THANK YOU!

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