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Dell OEM Services & Support Overview
Jodi Eckberg, Tracy Orozco, Jon Coyle
OEM Solutions
Agenda
• OEM Services & Support Overview
• Core Global OEM Services– Configuration Services– Support Services
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OEM Solutions
The New OEM Solutions. Stronger. Together.The combination of two entrepreneurial technology companies
Dell has revolutionizedthe computing industry through innovation and unique delivery models to fuel small business growth, enable schools and hospitals, and run the world’s largest governments and corporations.
Perot Systems is a worldwide provider of IT services and business solutions. Perot Systems’ industry expertise enables clients to accelerate growth, streamline operations, and create new levels of customer value.
• Building on years of successful collaboration, together, we created OEM Solutions
• More than 41,000 experienced and skilled technology and business services professionals
• Approximately $8 billion revenues from enhanced services and support
• Best-in-class suite of intelligent, end-to-end services and business solutions to reduce complexity and lower costs
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OEM Solutions
OEM Solutions Industry Recognition
1 Gartner, “IT Services Market Metrics Worldwide Market Share: Database” April 2010, Kathryn Hale, et al.; 2 Gartner, “MarketScope for Data Center Outsourcing, North America” March 2010, Richard T. Matlus, et al.; *The MarketScope is copyrighted 2010 by Gartner, Inc. and is reused with permission. The MarketScope is an evaluation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the MarketScope, and does not advise technology users to select only those vendors with the highest rating. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
Dr. Harry Greenspun named one of the “50 Most Powerful Physician Executives” (2010)
CIO 100 Award for creating value by innovating with technology (2009)
Dr. Kevin Fickenscher and Dr. Harry Greenspun were named to the Top 10 Healthcare IT Game Changer list (2009)
Awarded the No. 1 position 31 of the last 39 quarters in the Corporate IT Service & Support Customer Satisfaction Study (2010)
The Dell EBC Program received the ABPM Program of the Year Award
Awarded “Best Transition” with Centegra Health System (2010), this is the 7th award of this nature in the last several years
GARTNERRanked #1 provider of IT Services in the worldwide healthcare market (2010)1
Ranked #2 provider of computer hardware support in the worldwide education market (2010)1
*Rated “Strong Positive” MarketScope for Data Center Outsourcing, North America ( 2010)2
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Dell OEM services paradigm shift
Now
Hardware-only
Then
End-to-end services, consulting, outsourcing and support
ITaaS, infrastructureMultiple industry- and domain-based areas
Built by Dell;Large custom deals
Dell and partners; small, medium & large deals
10,000 employees 41,000+ team members
US-centric Global, dedicated teams
Capabilities
Focus
Capacity
People
Geography
OEM Solutions
Our global standard WADI methodology is a step-by-step, collaborative approach to developing the right customized solution for you
• Workshop
• Assessment
• Design
• Implementation
• Manage/support
Our approach to services is similar to how we revolutionized the hardware market through innovation and unique delivery models
• Tailored solutions deliveredby industry experts
• Automated services deliveryto speed results
• Remote delivery where possible
• Global solutions delivery
We customize your solution to what is best for you and your business
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• 12.8M desktops/notebooks supported
• 1.4M servers/storage systems supported
• 2.5M desktops managed
OEM Solutions Global Services and Support Footprint
• 41,000+ team members across 47 nations
• $8B services and support revenue
• 60 tech support centers
• 7 global command centers
• Multiple industry leading knowledge- and domain-based services
• #1 in IT services for healthcare providers worldwide (Gartner)
OEM Solutions Locations
OEM Solutions
Dell OEM Services capabilities portfolio
Application & image management services
Testing & validation services - Proof of
concept labs
Cloud services
Asset management
OEM-centric customizationHardware bezel and chassis,
BIOS, packaging, documentation, labeling/tagging
Order consolidation and staging
ProSupport
Globally owned 24/7 support infrastructure
Service delivery manager
Custom fulfillment& install
Engineering servicesCustom design, configuration and integration, Complex engineering
outsourcing
Industry standard HW: relevant technology Unprecedented reliability & commonalityDell’s buying power: lowest possible costs
Supply Chain ConsultingBusiness Process Reengineering
Organizational Change Management
Dell online parts dispatch
DesignManufacture
& FulfillGlobal
Support
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OEM Services Partner Marketing Materials
OEM Services Overview OEM Configuration Services Overview
OEM Solutions
Customization Services
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OEM Solutions
The OEM customization services big picture
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Customization Services
Custom Factory
Integration
Custom Fulfillment
Services
Product GroupConfiguration Services
Custom Factory
Integration
Part of Custom Fulfillment
Services
Fulfillment Services
Part of Custom Fulfillment
Services
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Configuration and fulfillment services
Production/ Fulfillment
• Consolidation, staging
• HW & SW integration, connectivity, testing
• Rack & stack construction
• Laser etching/custom labeling
Inventory Management
• Finished goods warehousing
• Shipment-on-demand
Image Services• ImageDirect—online image management
• Image factory load
• BIOS freeze
Hardware Customization
• Custom HW & SW integration (third party)
• Custom branding services
• Asset tagging
A portfolio of make-ready services that simplify manufacturing and deployments. These services minimize the time you spend on pre-deployment activities by bringing these tasks into our facilities.
OEM SOLUTIONS
Configuration Services – New & Improved CFI & More!
CFI is the customization of new computers to match customers
requirements, as they are being built.
CFS is further customization that cannot be undertaken during
manufacturing and offers fulfillment and delivery options.
This includes:Configuring the Operating System
with custom settings Installing specific applicationsA complete software image load
(which includes all of the above) Integrating internal or peripheral
hardwareApplying system or box asset labels
This includes:
Consolidation and staging
Rack and Stack
Individual user applications loading
Delivery on demand
Further asset identification capabilities
What’s New? Centralized/Streamlined Sales Support Model for Custom Factory Integration & Custom Fulfillment Center Services.
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OEM SOLUTIONS
End User
Dell Custom Factory Integration (CFI)Customization completed in the factory and shipped direct to the end-user / customer
SCALABLE CONSISTENT COST EFFECTIVE GLOBAL
Manufacturer End User
Dell Custom Fulfillment Solutions (CFS)Complimenting CFI with custom fulfillment center solutions
DYNAMIC FLEXIBLE INTERNATIONAL
FulfillmentCenter
Manufacturer
Fulfillment Models
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OEM SOLUTIONS
CFS and CFI Comparison
CFI CFSFulfillment Model Factory Integration Fulfillment Center
LOB’s SupportedOptiPlex, Latitude,
Precision, PowerEdge, Monitors, Printers
All Dell LOB’s including Inspiron and Vostro, Non
Dell, and S&P
Lead-Times Dell Standard Lead-Times Std Lead-times + 2
Project Set-Up Lead-time 5 days3 days standard, custom
varies
Eng. Design and Validation Dell Customer
WarrantyCustom Image / HW
supported in field serviceBase HW Warranty (presystem customization)
Capacity / Throughput No limit 500 - 1000/ day
Service Offer Flexibility:- Asset Tag- Image Size- VPN, Laser Etch, RFID, RnS- Logistics
Three Std Sizes (S, M, L)20+ GBNo OfferNo Offer
Any commercial size10+ TB
SupportedSupported
Value Proposition / DifferentiatorsHighly Repeatable, High
Volume, Low Cost, Global, Scalable
Dynamic, No min. volume, an option when CFI won’t work
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Global configuration services
Limerick,Ireland
Łódź, PolandWaalwijk, Netherlands
Xiamen,China
Penang, Malaysia
Chennai, India
Sao Paulo, Brazil
Winston-Salem
HardwareCustomization Factories
Custom Fulfillment Centers
Austin
OEM Solutions
Support Services
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Hardware and Software Support
Speed of Response Options
Value-Added Services
Asset & Data Protection
• Keep Your Hard Drive• Certified Data Destruction• Hard Drive Data Recovery
Dell Support Services
• Accidental Damage Service
• Extended Battery Service
Availability and terms of OEM Solutions vary by region. For more information, visit www.dell.com/servicedescriptions.
Support Tailored to You and Your Environment
Hardware Warranty
Dell ProSupport
Next Business Day 4 hr or Same Day Mission Critical
Data Protection Asset Protection
Enterprise-Wide Contract Proactive Maintenance Remote Advisory Specialized Onsite
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Tailor the right support services for your business with our flexible options for OEMs
Asset visibility and reporting
Designated service delivery manager
On-boarding support assessments
Comprehensive planning
Incident and trend reporting
Monthly reporting
Collaborative support on hardware and software
Warranty tracking and expiration notifications
24/7x365 expert center phone and online support (senior-level certified technicians)
Optional customer self-replacement parts – field technician dispatch at no additional cost
Hardware monitoring and alerting
Global command centers
Automated diagnostics
Out-of-region phone support
Business hours warranty repair
Customer self replaceable (CSR) parts
No collaborative support
90-day warranty extension
Available on OEM ready HW only
Next bus. day ltd onsite/return services
In-region phone support
Speed of response and mission critical options (same day, 2 hr, 4 hr, mission critical, next business day)
Global Dell online self dispatch (not available on basic warranty in EMEA)
Collaborative support on hardware
ProSupportfor IT with
enterprise-wide contract
ProSupportProSupport
for OEMBasic warranty
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OEM Solutions
Dell ProSupportDell ProSupport OEM portfolio
Why Dell ProSupport for OEM:• No mandatory CSR parts
• 90-day warranty extension
• Global Dell online dispatch
• 7x24x365 phone-based support
• Specialized expertise
• Award-winning reliability
Options available:• Support from Dell global command
centers
• Proactive problem avoidance
• Expedited access to expert center
• Critical situation emergency dispatch
• Escalation mgmt with customer-controlled severity
• Collaborative support for hardware
• Proactive systems monitoring
• Customer Self Replaceable (CSR) Parts
• Business Hours Support
• Next-Business-DayOnsite Service
• Basic Hardware Repair –No Collaborative Support
• Entry-level technicians
Basic hardware support
OR
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AmericasUnited StatesCanadaLatin
America2
Antigua & Barbuda
Argentina ArubaBahamasBarbados Bermuda Bolivia Brazil British V.ICayman
Islands
ChileColumbia Costa Rica Dominican
Republic Ecuador El Salvador French West
IndiesGrenada Guatemala Guyana Honduras Jamaica Mexico Nicaragua
Panama Paraguay Peru Puerto Rico Suriname Trinidad &
TobagoUS V.I. Uruguay Venezuela
Dell-led Partner-Led2
EMEA
APJIndonesia
1Availability and terms vary by region. For more info visit www.dell.com/servicedescriptions.2For Partner-Led Countries please contact your Dell representative for the Optional Services beyond Dell ProSupport Core Service Models. 3Remote Advisory Services not available in Japan.4On-Site Service following Remote Diagnosis: Remote Diagnosis is determination by online/phone technician of cause of issue; may involve customer access to inside of system and multiple or extended sessions. If issue is covered by Limited Hardware Warranty and not resolved remotely, technician and/or part will be dispatched, usually within 1 business day following completion of Remote Diagnosis. Availability varies. Other conditions apply.
AngolaBulgariaBahrain HungaryIsraelJordanKenya
KuwaitMoroccoNigeriaOmanQatarRomaniaRussia
Saudi ArabiaSloveniaTurkeyUAEUkraine
Languages7x24 Expert Center
Business Hour Languages
ArabicChineseCzechDanishDutchFinnish
FrenchGermanGreekItalianNorwegianPolish
PortugueseRussian SpanishSwedishTurkish
EnglishJapanese
KoreanMandarin
Core Service Models•Dell ProSupport for IT (with DOSD)•Dell ProSupport for End-Users•Dell ProSupport for your Enterprise
Optional Services1
SLA Options:• Dell ProSupport Mission Critical• Specialized Onsite4
Protection Options:• Asset Protection Services• Data Protection Services
Proactive Options:• Dell ProSupport Enterprise-Wide
Contract• Dell ProSupport Proactive Maintenance• Remote Advisory Service3
ProSupport Global Availability
EMEAAustria Belgium Czech Rep Denmark Finland France Germany Greece
Ireland Italy Luxembourg Monaco Netherlands Norway Poland Portugal
Slovakia South Africa Spain Sweden Switzerland Vatican City,
Italy United
Kingdom
APJAustralia Brunei China Hong Kong India Japan4
Macau Malaysia New Zealand Singapore South Korea Taiwan Thailand
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OEM Solutions
Why Dell for SupportCount on Dell for proven and consistent support, operational excellence, and a single point of accountability
Availability and terms of OEM Solutions vary by region. For more information, visit www.dell.com/servicedescriptions.
“We looked at solutions from HP, IBM and Fujitsu, but none of these companies offered the same balance of performance, reliability and support as Dell.”
Chief Technical Officer
Customer success
End-to-End reliable and award winning support
Automated tools and analysis
Efficient Global Command Centers
Unique intellectual property
World Class Engineering & Quality Control
Skilled Technical Account Managers
Resourceful Service Delivery Managers
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OEM SOLUTIONS
Dell ProSupport for OEMSupport tailored to address the unique and ever-evolving requirements of you and your customers
Support your solutions and your customers with expert personal assistance, automated self-help systems, or something in-between.
Key Benefits
Outstanding support for your end-users
•Rapid response, from advanced support staff
•Flexible response and service options
Leverage extensive Dell infrastructure
•15,000+ certified field techs spread across 60 Expert Tech Support Centers and 5 Global Command Centers
•Presence in over 180 countries with approx. 500 parts depots
Use & pay for only what you need
•Leverage extensive and flexible depth of coverage, without being “taxed” for support that OEMs don’t need (eg. OS support)
•90-day warranty extension, provided exclusively for our OEM customers and OEM-ready hardware
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OEM SOLUTIONS
For OEMs when ProSupport for OEM isn’t enoughProSupport for IT Enterprise Wide Contract
Designated Service Delivery Manager
ITSMr Support Assessment & Planning
Monthly Management Reviews
Incident Status & Defined Reporting
Dell Online Self Dispatch
Escalation Management
Technical Training & Certification
Global Command Centers
7x24x365 Phone & Online Support
ProSupport for IT Enterprise-Wide Contract is the most comprehensive proactive planning option under the Dell ProSupport portfolio focused on not only managing business critical needs but also assessing the customer
environment and building a customized support plan. With a designated Service Delivery Manager, and proactive planning and reporting, this option helps OEM customers maximize system uptime and performance.
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Global Marketing25
Dell ProSupport Enterprise-Wide Contract
Key features:
IT assessment and support planning
Proactive problem avoidance
• Support environment assessment across your IT infrastructure
• Workload Optimization, Quality Improvement & Risk Reduction Assessments
• Incident and benchmark reporting & analysis of trending metrics
• Access to a designated ITIL certified service professional for driving support environment goals and operational efficiencies
• Creation, implementation and management of a customized support plan
Availability and terms of Dell Services vary by region. For more information, visit www.dell.com/servicedescriptions.*
“Enterprise-Wide Contract customers can see a reduction in downtime and cases
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OEM Solutions
Dell Support ServicesDell Online Self Dispatch
* Regional Entry requirement and service differences are documented in the global DOSD enrollment contract* *French, Spanish, Portuguese, German, Italian, Japanese, Simplified Chinese, Traditional Chinese, Russian , Korean as well as English
Availability and terms of OEM Solutions vary by region. For more information, visit www.dell.com/servicedescriptions.
Key features:
Enhance productivity by resolving everyday incidents with convenient, fast access to Dell parts
Rich & Intuitive Interface
International Support
Superior Dell Experience
• Customizable reporting with self-configurable portal views• Convenient online access for comprehensive dispatch experience
• Easy to manage dispatch process regardless of location or country• Online training and certification*• Multi-language support**
• Quick access to parts: same day for systems purchased with Same Day service contracts
• Access to tech support tips and online information• Enhance your return on investment with ProSupport
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OEM Solutions
Dell Online Self Dispatch (DOSD)Enhance IT productivity & resolve everyday incidents with convenient, accelerated access to dell parts
• DOSD is a comprehensive self-dispatch program designed for:– Convenient access to Dell IT Training and Certification– Easy online part ordering for efficient hardware resolution plus the ability
to request Onsite Technician support – Fast part dispatch to your location(s) – Empowerment for your IT staff or appointed service providers
• DOSD is conveniently available globally in two options: – Tier 1 – Full featured part dispatch service which includes international
part dispatch support, Same Day service for ProSupport* tags, dispatch reporting and tracking, plus dispatch status support
– Tier 2 – Same features as Tier 1 plus labor reimbursement on a per dispatch basis.
› Labor remits are tiered to the service level: Highest remits are paid on systems with ProSupport*.
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*Availability and terms of OEM Solutions vary by region. For more information, visit www.dell.com/servicedescriptions.
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Dell Online Self Dispatch (DOSD)One Program, One Portal - www.DOSD.Dell.com
NewOnline Portal!
Empowering Tools!
Efficient Resolution!
Superior Experience!
• Rich intuitive portalaccessible around the world
• Multi-language portal*
• Customer self-configurable portal views for increased efficiency
• Online tracking, dispatch reporting, remit tracking and dispatch status support
• Access to Dell IT training and certification
• Helpful links to Dell knowledge and support tools
• Customizable reports
• Convenient option to request a Dell onsite technician during the part ordering process
• International part dispatch: Parts may be shipped to locations outside the local geographic area
• Provides reliable online tracking of part dispatch status
• Same Day part service available for systems purchased with 4hr, 8hr or Same Day ProSupport service contracts**
• Easy to manage Dell part support process
• Global support via [email protected]
• Assistance is also available through regional DOSD Alliance Managers
• Opt in/Opt out e-mail notification available for part dispatch shipment
*English, French, Spanish, Portuguese, German, Italian, Japanese, Simplified Chinese, Traditional Chinese, Russian and Korean **Availability and terms of OEM Solutions vary by region. For more information, visit www.dell.com/servicedescriptions.
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Dell OEM Services: Part of every thing we do for you
Design
Engineer
Manufacture
Fulfill
Support
Dell Services
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Thank you!www.Dell.com/oemservices
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