GLOBAL SPONSORS ProSupport … innovation that helps you work smarter Maximize data center productivity with expert support backed by proactive, predictive tools
GLOBAL SPONSORS
ProSupport … innovation that helps you work smarterMaximize data center productivity with expert support backed by
proactive, predictive tools
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D e l l E M C S e r v i c e s p u r p o s eTo provide customers & partners with efficient & effective business outcomes through strategic guidance & technology expertise
PCs – TABLETS - SERVERS – STORAGE – NETW ORKING – CONVERGED INFRASTRUCTURE – SOFTWARE – SOLUTIONS
E M CD e l l
BetterTogether
CLOUD
SERVICES
CONSULTING
SERVICES
MANAGED
SERVICES
Dell EMC Services - Portfolio
© Copyright 2016 Dell Inc.2
SUPPORT
SERVICES
EDUCATION
SERVICES
TECHNOLOGY &
DEPLOYMENT
SERVICES
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ProSupport Enterprise SuiteExpertise and technologies that accelerate your IT transformation
ProSupport
Comprehensive 24x7 support
ProSupport Plus
Proactive and predictive support for critical systems
ProSupport One for Data Center
Flexible support for large and distributed data centers
Basic
Business hour support
Tools and technologies that help you work smarter
SupportAssist TechDirectESRS MyService360
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ProSupport Plus for EnterpriseProactive and predictive support for critical systems
Benefits:
• Adopt complex technologies with confidence by relying on our experts
• Improve performance and stability with automated proactive and
predictive recommendations
• Maximize workload availability with automated support enabled by
SupportAssist and Secure Remote Services
Manage & Support
Experts• Designated Technology Service
Manager
• Priority access to ProSupport Plus engineers
• Collaborative 3rd party support
Insights• Proactive and predictive issue detection
• Assessments and performance recommendations
• System maintenance
Ease• Hypervisor, operating
environment and OS support
• Automated case creation with notification
• Support for up to 7 years
© Copyright 2017 Dell Inc.
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We live in a connected world
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TechDirect
Tools and technologies that help you work smarter
SupportAssist and ESRS
EaseInsightsExperts
MyService360TM
• Proactive monitoring
• Automated issue detection,
notification and case creation
• Powers issue prevention and
optimization recommendations
• Instant insights into the health of
your global environment with a
real-time heads-up display
• Take action from clear,
prescriptive recommendations
and personalized 3600 views of
your install base
• Optimize your hardware and
software enterprise experience
with historical trending and
analysis
• Streamline support management
by requesting support and self-
dispatches
• Connect your help desk to our
support systems using the
TechDirect APIs
• Access certification exams and
resources for staff training
*SupportAssist and TechDirect are available for legacy Dell-warranted products.
MyService360 and ESRS are available for legacy EMC-warranted products. © Copyright 2017 Dell Inc.
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Ensure higher availability and faster resolution with a connected environment
Dell EMC
Technical Support
Dell EMC server, storage
and networking devices
Secure connection and
communication
• Continuous remote monitoring and proactive issue notification
• Automated support case creation
• Dell EMC support will contact you to initiate resolution
• Proactive resolution via remote-in capability for ESRS supported products
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Resolve issues up to 90% faster when connected
Resolve before an issue occurs
Dell EMC
Contacts
Customer
Auto
Case
Creation
Automated predictive supportAvoid failures and downtime
Traditional Support
Connected Support
1 Based on Sep 2015 Principled Technologies Test Report commissioned by Dell EMC. Actual results will vary. Full report: http://facts.pt/1P56lW0
Manualcasecreation
Gather
System
State
ResolveTrouble-
shoot
Verify
service
contract
Customer
contacts
Dell EMC
Traditional manual supportHigher customer effort, longer downtime
Automated proactive supportLess customer effort and downtime Resolve
Dell EMC
Contacts
Customer
!Fault Occurs
Auto
Case
Creation!
Fault Occurs
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SupportAssist
Benefits:
• Improve productivity by replacing manual routines with automated support
• Accelerate resolution, or avoid issues completely, with proactive and
predictive issue detection
• Maximize flexibility with a SupportAssist version for standalone use or with
a management console
Experts• Proactive contact from Dell EMC
tech support
Insights• Proactive issue detection
• Configuration and site validation
• ProSupport Plus recommendation reporting
Ease• Automated issue notification and
case creation
• Collect system state information for support or deployment with one easy to use tool
© Copyright 2017 Dell Inc.
Tools & technologies
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Secure Remote Services (ESRS v3)
Benefits:
• Automated health checks to ensure optimal performance
• 24x7 predictive wellness monitoring and notification for high availability
• Proactive case creation and quicker uptime with remote connect-in
• Complete control over security access and permissions with Policy Manager
Experts
• Remote troubleshooting through the ESRS connection
• Secure, bi-directional pipeline for log, code and file sharing
Insights
• Proactive monitoring to prevent issues
• Remote issue analysis and diagnosis
• Feeds high-value, current data to Online Support and MyService360
Ease
• Customer installable
• No additional hardware or OS licenses required for virtual edition
• Added security with Docker edition for Linux-based systems
© Copyright 2017 Dell Inc.
Tools & technologies
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MyService360TM
A personalized, proactive, and prescriptive services dashboard that empowers customers to take control of their service and support experience.
Benefits:
• ~43% time savings with aggregated views and actionable services data*
• 97% of customers have been able to easily gain insight into the wellness of their global environment*
Insights• Real-time heads-up display with health
and risk scoring and identification
• Proactively take action based on prescriptive recommendations
• Historical trending and analysis
• Transparency from 3600 global enterprise views with drill down capabilities
Ease• Global 24x7 access
• Advanced personalization that simplifies the understanding of their global service experience
• Data exports for further analysis on your desktop
• Responsive design for tablet access
*Benefits based on 2017 survey of select group of global account managed customers. © Copyright 2017 Dell Inc.
Tools & technologies
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TechDirectThe online self-service portal designed by our experts to empower the customer.
Benefits:
• Boost productivity by up to 90%* with the convenient and flexible tool
that makes managing technology, training staff and supporting end
users easy
*Claim made by Host Europe. 90% boost in IT staff productivity achieved through bypassing phone-based ticket management. Read full story.
Insights• Exportable activity reports
• Self-dispatch performance visibility
• Progress tracking for certification competency achievement
• ProDeploy Client Suite deployment status
Ease• Global 24x7 availability
• Centralized online account
• Responsive design for optimal viewing and navigation on any device
© Copyright 2017 Dell Inc.
Tools & technologies
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Accelerating technology adoption and maximizing productivity through global scale and skill
OUR REACH
∙ 121M+ systems supported
∙ 15.5M+ dispatches
∙ Core to edge coverage
∙ 1035 parts distribution centers
OUR PROOF
∙ 94% customer satisfaction rating
∙ Temkin Group CE Excellence
∙ TSIA STAR awards
∙ Microsoft Deployment Partner of the Year
OUR PLACES
∙ 165 countries
∙ 6 Global Command Centers
∙ 12 Centers of Excellence & Joint Solution Centers
∙ 87 technical support sites
∙ 2200 carry-in service centers
Dell EMC Support & Deployment Services
OUR PEOPLE
∙ 55,000+ Dell EMC & partner professionals
∙ Broad & deep technical expertise
∙ 55+ languages
∙ Industry certifications
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Smarter strategies for smarter support
A strategy that allows you to fearlessly adopt new technology gives you
freedom to focus on your business. Having the same enterprise-class
support from Dell EMC across your infrastructure gives you that freedom.
As managing technology gets harder, Dell EMC support is getting smarter.
Go to Dell.com/ProSupport for more information.
The Dell EMC Difference
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Resources
Online
• Customer Service
• ProSupport Learn Pages
• ESRS Community
• SupportAssist Community
Brochure
• ProSupport Enterprise Suite Brochure
• Top 10 reasons to get connected with ESRS
Analyst Reports
• 451 Research on Dell-EMC Combination
• IDC on Dell-EMC merger impact
• Neuralytix on MyServices360
Customer Stories
• Blackpool Hospitals, UK
• Habib’s, Brazil
• Metropolitan College, US
• THK, Japan
• University Health Care, US
Videos
• ProSupport Plus
• ESRS
• MyServices360
• SupportAssist
• TechDirect
Overview
• ProSupport Plus
• ESRS
• MyServices360
• SupportAssist
• TechDirect