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presentation from the ProManage-Managed Services launch on 4-14-09
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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
NO LONGER BUSINESS AS USUAL
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
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.
NO LONGER BUSINESS AS USUAL
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!