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I Can See Clearly Now: Health and Wellness Dashboards for Your Dell EMC Worlds
Dr. Rex Martin & Kent Allison
© Copyright 2017 Dell Inc.3
With digital transformation, IT complexity and data continue to grow…
... Get the visibility you need to make business decisions
© Copyright 2017 Dell Inc.4
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
© Copyright 2017 Dell Inc.5
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.
© Copyright 2017 Dell Inc.6
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…
© Copyright 2017 Dell Inc.8
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
© Copyright 2017 Dell Inc.9
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
© Copyright 2017 Dell Inc.11
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
© Copyright 2017 Dell Inc.12
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
© Copyright 2017 Dell Inc.13
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
© Copyright 2017 Dell Inc.15
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.
© Copyright 2017 Dell Inc.16
Request support
• Bypass phone-based troubleshooting
• Attach diagnostic information
• View active and historical support requests
© Copyright 2017 Dell Inc.17
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
© Copyright 2017 Dell Inc.18
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
© Copyright 2017 Dell Inc.19
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
© Copyright 2017 Dell Inc.21
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
© Copyright 2017 Dell Inc.22
Learn more at TechDirect.com
• Learn more on the Info Center
• Ask questions at [email protected]
© Copyright 2017 Dell Inc.24
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
© Copyright 2017 Dell Inc.25
ProSupport Plus ReportsEasily plan your contract renewals
• View devices, their service levels and warranty expiration dates
© Copyright 2017 Dell Inc.26
ProSupport Plus Reports
• Get a snapshot of SupportAssist connectivity status
• Stay secure and healthy with up-to-date software and personalized recommendations
© Copyright 2017 Dell Inc.28
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*
© Copyright 2017 Dell Inc.29
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
© Copyright 2017 Dell Inc.30
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
© Copyright 2017 Dell Inc.31
• 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
© Copyright 2017 Dell Inc.32
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
© Copyright 2017 Dell Inc.33
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
© Copyright 2017 Dell Inc.35
Manage your service experience with proactive 3600 views at the system level
*Design is subject to change
Coming: 2H CY2017
© Copyright 2017 Dell Inc.36
Dynamic actions that help you work more effectively
*Design is subject to change
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
© Copyright 2017 Dell Inc.37
• 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
*Design is subject to change
Coming: 2H CCY2017
© Copyright 2017 Dell Inc.38
Monitor your full service history with the timeline view
*Design is subject to change
• 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
© Copyright 2017 Dell Inc.39
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
© Copyright 2017 Dell Inc.40
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
© Copyright 2017 Dell Inc.41
Next generation view of Converged Infrastructure through MyService360TM
Coming: 2H CY2017
© Copyright 2017 Dell Inc.42
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
© Copyright 2017 Dell Inc.43
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
© Copyright 2017 Dell Inc.44
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
© Copyright 2017 Dell Inc.45
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
*Design is subject to change
© Copyright 2017 Dell Inc.46
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
*Design is subject to change
© Copyright 2017 Dell Inc.47
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
© Copyright 2017 Dell Inc.48
Take control of your environment with technologies that give you deep visibility
TechDirect.com support.emc.com/MyService360
© Copyright 2017 Dell Inc.49
Continue the conversation
Kent AllisonSenior Director
TechDirect
Dr. Rex MartinChief ArchitectMyService360