I Can See Clearly Now: Health and Wellness Dashboards for ... · I Can See Clearly Now: Health and Wellness Dashboards for Your Dell EMC Worlds Dr. Rex Martin & Kent Allison

I Can See Clearly Now: Health and Wellness Dashboards for Your Dell EMC Worlds

Dr. Rex Martin & Kent Allison

© Copyright 2017 Dell Inc.2

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With digital transformation, IT complexity and data continue to grow…

... Get the visibility you need to make business decisions


IT has little time to drive the business forwardOver 70% of staff time is spent on support and maintenance

Source: IDC Converged Systems: End-User Survey Report 2015; N=300

Innovation& new

projects14.5%

Vendor & internal meetings13.8%

Support & Maintenance Activities71.7%

“fundamental IT operations are lacking efficiencies and end up consuming the bulk of resources.” – IDC, 2015


Introducing Dell EMC’s self-service technologies that help you work smarter

TechDirect MyService360TM

Get insight into your IT environment so you can work faster and make decisions that accelerate your business forward.


Designed based on your feedback

Up to a 90%boost in productivity with TechDirect*

97% of customers are able to easily gain insight with MyService360**

*Claim made by Host Europe. Boost in productivity achieved through bypassing phone-based ticket management. Read full story.**Based on 2017 survey of select group of global account managed customers. *

“We’ve been able to make ourselves a one-stop shop through Dell TechDirect, which is a big advantage for customers.”

Secure Systems & Technologies (SST)

“Besides simplifying day-to-day support, the MyService360 dashboard will help [us] to make good business decisions about our future. It’s very cool!”

Open Line Consultancy

“”

And here are the results…

http://www.dell.com/learn/us/en/vn/corporate%7Ecase-studies%7Een/documents%7E2014-host-europe-10013106-flexible-pro-support-vendor.pdf

TechDirect


TechDirectDesigned by our experts to empower yours.

Key benefit:

Tools & Technologies

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

*Claim made by Host Europe. 90% boost in IT staff productivity achieved through bypassing phone-based ticket management. Read full story.

Boost productivity by up to 90%* with the convenient and flexible tool that makes it easy to: • managing technology, • training staff, and • supporting end users

http://www.dell.com/learn/us/en/vn/corporate%7Ecase-studies%7Een/documents%7E2014-host-europe-10013106-flexible-pro-support-vendor.pdf


DashboardDeployment• Deploy new PCs with

ProDeploy Client Suite

Support• Dispatch replacement parts

and request support

• Receive PC health alerts with SupportAssist

• Integrate support APIs into your help desk

Training• Access Certifications &

Authorizations


Manage your deployments


ProDeploy Client SuiteDeploy PCs with greater speed and less effort

Planning Configuration Installation Post-deployment Support

• Engagement manager as your single point of contact handles every aspect of your deployment

• Deployment Engineer develops implementation planExperts

• Over 11M systems configured annually• 54.6K systems imaged each week• Project documentation with knowledge transferInsights

• TechDirect self service portal for configuration and status updates

• 24x7 onsite installation plus data/settings migration• 30-day post-deployment supportEase

1Based on May 2016 Principled Technologies Report commissioned by Dell EMC. Testing results extrapolated from a 10-system deployment to project time savings for larger deployment compared to in-house manual deployment. Actual results will vary. Full report: http://www.principledtechnologies.com/Dell/ProDeployPlus_0816.pdf

http://www.principledtechnologies.com/Dell/ProDeployPlus_0816.pdf


ProDeployPlus

ProDeployBasic Deployment

Deployment services training, authorization and competency available for partners

Seamless integration with TechDirect

Designed to meet your deployment needs from the most simple to the most complex


System build details:• System image (ImageAssist available)• BIOS settings• Asset tag info and placement• Asset reporting• Connected Configuration set up*

System deploy details:• On-site work instructions• User settings and data migration*• Secure remote data wipe of retiring system*

*ProDeploy Plus feature

Check status 24x7 Asset reports and deployment progress

Input build and deployment details, check status

Direct ProDeploy Client Suite deployments


Support your devices


Self-dispatch

• Request replacement parts

• Complete the required trainings available in the Self-Dispatch gadget

• Receive labor reimbursement if you replace parts yourself*

*Annual fee of $1,500 USD required. Third Party Maintainers pay $1,500 USD for each customer they enroll.


Request support

• Bypass phone-based troubleshooting

• Attach diagnostic information

• View active and historical support requests


Receive PC health alerts• Use SupportAssist

technology with TechDirectin order to receive PC health alerts

• Enjoy the following from SupportAssist: remote monitoring, automatic issue detection and case creation, and predictive alerts for failure prevention


Support services for PCs and tabletsProSupport Plus and ProSupport devices receive issue notifications in TechDirect

ProSupportBase Warranty ProSupport Plus

Self-service case management and parts dispatch through TechDirect

Direct access to in-region ProSupport engineers

Technical support through phone, chat and online

24x7 24x7Business hours

Hardware repair service delivery1 Onsite

Command center monitoring and crisis management

Software support with collaborative 3rd party assistance

Automated issue detection, notification and case creation by SupportAssist2

Predictive issue detection for failure prevention by SupportAssist2

Retention of hard drive after replacement3Accidental damage repair for drops, spills and surges

Dedicated Technical Account Manager4

Monthly support history and contract reporting4

Case Management API for helpdesk integration

Single resource for software and hardware expertise

Varies

Priority Access

1 Onsite not available on some Venue ,Chromebook and Rugged Latitude products2 SupportAssist only available on Windows based products; predictive technology available on hard drives and batteries 3 Hard drive retention not available on Chromebook or Venue tablets except the Venue 11 Pro 4 Available for customers with 500 or more ProSupport Plus Systems

Onsite


TechDirect APIsLink your help desk to Dell EMC support systems with TechDirect’s support APIs

APIs offered: • Self-Dispatch Requests API• Technical Support Requests API• Warranty Management API

Download software development kits and integration instructions in TechDirect.

Your help desk Support Systems


Train your staff


Certifications and Authorizations

Be recognized for your expertise in Dell EMC technologies.

• Schedule exams

• Download study guides

• Access practice exams

• View transcripts of completed courses and exams

• Unlock Services Competencies resources including access to exclusive deployment tools (Partners only) guides and deployment planning documents


Learn more at TechDirect.com

• Learn more on the Info Center

• Ask questions at [email protected]

https://techdirect.dell.com/portal.30/InfoCenter.aspx

mailto:[email protected]

Coming soon in TechDirect


ProSupport Plus ReportsWith proactive recommendations powered

by SupportAssist

• Continually updated and available 24x7

• Group devices in the way that makes sense for your business including by product or service contract


ProSupport Plus ReportsEasily plan your contract renewals

• View devices, their service levels and warranty expiration dates


ProSupport Plus Reports

• Get a snapshot of SupportAssist connectivity status

• Stay secure and healthy with up-to-date software and personalized recommendations

MyService360TM


MyService360TM

Personalized data. Actionable insights.

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

© Copyright 2016 Dell Inc.

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.

Tools & Technologies

Key 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*


Quickly identify critical actions with your real-time ‘Heads-up display’

Review a summary of key indicators impacting your global environment,

updated in near real-time

Assess your overall health with the service risk score

Proactively take action from personalized lists of Service Requests

and unscheduled activities


See which sites are impacted by open SRs, toggling between map &

list views

Spot trends & take action on incidents with 12 months of historical trending & analysis

See how your part replacements been

trending by date & type

Quickly export data to your desktop for further analysis

Manage your service requests and proactively plan take action with Incident Management


• Quickly assess how many of your systems are meeting target code

• Start with an enterprise view & drill down to the system level

• Identify opportunities for upgrades to maintain a healthy environment

Plan your code upgrades for a healthy environment


Check your overall connectivity at a glance for

your enterprise

See which systems are connecting home, when they last

connected, & by which connection type

Identify systems eligible for ESRS v3 and opportunities to

connect for proactive monitoring and remediation

Easily maintain a connected environment with the Connectivity view


Check the status of your onsite activities with the advanced onsite service tracker and map

• See where maintenance activities are taking place across your global install base

• Proactively plan your day with the advanced onsite services schedule

• Track the engineer coming onsite & the service status in near real-time

Coming later this year for MyService360TM


Manage your service experience with proactive 3600 views at the system level

*Design is subject to change

Coming: 2H CY2017


Dynamic actions that help you work more effectively


Coming: 2H CCY2017

Have sales reach out to you to renew expiring

contracts or start a technical refresh

Easily edit your system’s location

Create custom product aliases for quick identification

Identify and contact key

members of your PSS account team

See the dynamic status of your

system maintenance in real-time


• Service actions and trends for a specific product

• Personalized notices, downloads & guides

• Onsite engineer tracking & identification

• Service history & trends on your product

Proactive, actionable insights at the system level


Coming: 2H CCY2017


Monitor your full service history with the timeline view


• Review service activities and trends over time for a single system

• See your product’s bi-directional connection history and details

• Proactively monitor and manage future activities for your product

• Assess your system’s current status

DRAFT

Coming: 2H CCY2017


Introducing service analytics for Converged Infrastructure Get simplified, actionable insights across your full Dell EMC product stack

Picture from AMW

Available today for top enterprise accounts

Account Management Workbook

Self-service experience coming in 2H CY2017

MyService360TM


Converged Infrastructure views through the Account Management Workbook

Account brief

Contract analysis

Available today for top enterprise accounts

Incident management

Install base overview

Drop in new screenshots


Next generation view of Converged Infrastructure through MyService360TM

Coming: 2H CY2017


See your full Dell EMC stack for your Converged and Hyperconverged systems

• Review your inventory & status of integrated Dell components for your VxRack

• View the cross-vendor products that make up your converged systems

Coming: 2H CY2017


Get proactive analysis via Vision SoftwareConnect your Converged Infrastructure today with ESRS v3 to gain insight

• Proactive release certification on your Converged Infrastructure stack:

• Compute• Network• Virtualization• Storage• Management


Introducing CloudIQTM

CloudIQ is a no cost SaaS management application that proactively monitors and measures the overall health of Unity & SC Series* storage systems through intelligent, comprehensive, and predictive analytics.

Unity SC Series*

Storage analytics and insight to drive business decisions

Coming: 2H

CY2017

*Scheduled support for 2HCY2017


Integration with your CloudIQ dashboardEvolution to a unified product & services experience

Coming: 2H CY2017

Assess your product health and click to optimize your Unity system(s) in CloudIQ



Integration with your CloudIQ dashboardEvolution to a unified product & services experience

• Navigate back to MyService360TM to review system-level services analytics in the context of your global environment

Coming: 2H CY2017

• Review product specific data analytics on your Unity storage with CloudIQ

• Review key services data from MyService360TM at a glance on your Unity system(s)

Open SRs 2

FCOs 3

TSEs 4

Advisories 0

LAUNCH MyService360



1 Register Register in Online Support at support.emc.com

2 PersonalizeCreate custom site and product groups in Online Support to personalize your MyService360 dashboard

3 Connect Connect your eligible systems with ESRS v3

4 Explore Analyze and action your incidents, install base, onsite services, and health/risk

Get started today with MyService360TM

Available with your active Dell EMC warranty or maintenance contract*

*Available for legacy EMC equipment today


Take control of your environment with technologies that give you deep visibility

TechDirect.com support.emc.com/MyService360


Continue the conversation

Kent AllisonSenior Director

TechDirect

[email protected]

Dr. Rex MartinChief ArchitectMyService360

[email protected]



Documents

I Can See Clearly Now: Health and Wellness Dashboards for ... · I Can See Clearly Now: Health and Wellness Dashboards for Your Dell EMC Worlds Dr. Rex Martin & Kent Allison