A Future Ready Workforce from Day One. Thanos Tsakalos Dell EMC Services

A Future Ready Workforce from Day One Thanos Tsakalos Dell EMC Services

Customers assert the importance of services In general, what do you consider to be the most important criteria to your organization when it comes to selecting a data center infrastructure provider? SERVICE, SUPPORT & EASE OF IMPLEMENTATION PRODUCT FEATURES/FUNCTIONALITY TOTAL COST OF OWNERSHIP EASE OF MANAGEMENT REDUCTION IN OPERATIONAL EXPENDITURES ABILITY TO LEVERAGE EXISTING STAFF SKILLS REDUCTION IN CAPITAL EXPENDITURES PRE-QUALIFIED SOLUTIONS / REFERENCE EXISTING RELATIONSHIP WITH VENDOR 24% 22% 21% 15% 14% 59% 48% 35% 32% 2016 by The Enterprise Strategy Group, Inc., InstaPoll Research

IT spends most of its time just keeping the lights on Increase your time spent on innovation from 20% to 30% and beyond 80% IT time spent on routine operations and keeping the lights on 20% 20% IT time spent on innovation and creating business revenue Source: IDC: 2016 Survey of Hyperconverged Users: Learning How Real-World Deployments Are Impacting Today s IT Departments, N = 300 (2016)

Dell EMC Services Driving the rapid adoption and optimization of your digital technologies CONSULTING Big data, analytics, applications, DevOps, multi-cloud, operating models, recovery SUPPORT Tools, experts, singlesource, onsite, extra coverage TRAINING Hybrid cloud, all-flash, data protection, converged, software-defined, big data DEPLOYMENT Planning, configuration, installation, integration, data migration, post implementation MANAGED SERVICES Cloud, applications, infrastructure, ERS, storage, management IT PROVEN Case studies for applications, infrastructure, operating models, cloud

Digitally transforming the customer experience Automation Transparency Control Wellness Using sensors, IoT, analytics, and mobile apps to provide automated proactive and predictive support Real-time, personalized dashboards providing actionable insights to empower your digital transformation Self-service portals enabling you to monitor and control as much of your support and deployments as you like Automated, remote monitoring and health checks providing analysis and insights for a healthy IT environment

LOW VALUE HIGH VALUE Devices & OS Commoditized IT Services Keep PCs working Digital Transformation IT Transformation Workforce Transformation Security Transformation

End User Experience Schedule Install Computer Works 1 Logoff & shutdown Old PC Request new PC Trouble Tickets Where s my File? Wait for Tech Tech shows up late Missing Apps 2 Turn on & login to New PC Wait for Install Yes! New Computer 3 Start Using Your New Computer

Move work to the factory Factory Image Load Asset Tag Asset Report BIOS Settings Join Domain Patch OS (SCCM) Install Apps (SCCM) Data Migration (Cloud) Warehouse/Staging Moving work to the factory saves money and time. + much better for mobile and remote users Onsite

Minimize user impact Factory Warehousing/Staging Onsite Image Load Asset Tag Asset Report BIOS Settings Join Domain Patch OS (SCCM) Install Apps (SCCM) Data Migration (Cloud) Onsite deployment becomes just as easy as deploying a new smartphone Unbox & Dock

ProDeploy Client Suite 3 offers designed to meet customer needs from the most simple to the most complex Basic Deployment ProDeploy ProDeploy Plus Seamless integration with TechDirect 11

ProDeploy Client Suite Get more out of technology starting on day one Deploy & Integrate + ProDeploy Plus ProDeploy Basic Deployment Factory distribution point for SCCM and MDT configuration and imaging 24x7 onsite installation with data/settings migration 30-day post-deployment configuration assistance Secure data wipe for legacy systems Single point for project management Deployment Engineer develops implementation plan Dynamic imaging prior to shipping 24x7 onsite installation Self service portal for configuration tasks and status updates Imaging, BIOS configuration, asset tagging and reporting completed prior to shipping Experts Insights Ease 12 12

ProDeploy Enterprise Suite Accelerate technology adoption with expert deployment offers ProDeploy ProDeploy Plus ProDeploy Flex for Data Center Basic Deployment Deployment Services Training and Certification Service Delivery Competencies for Deployment via the Dell EMC EMC Partner Program

ProDeploy Enterprise Suite The most complete deployment offer prepares you for today and tomorrow Deploy & Integrate ProDeploy Plus Tool driven environment mapping Multivendor integration for networking Storage data migration recommendation 30-days of post-deployment configuration assistance ProDeploy Single point of project management Install and configure system software Implementation planning Site readiness review Basic Deployment Expert deployment technicians Onsite rack, stack cable and label Packaging material disposal Consistent hardware installation Training and Certification Hands-on deployment training Recognition with online badging Industry recognized IT certification ProDeploy Flex for Data Center Designed to meet large-scale deployment needs Planning and management features are part of every project Flexibility to choose the installation & configuration features Experts Insights Ease Copyright 2016 Dell EMC EMC Inc.

Residency Services The force multiplier for your IT staff and data center Deploy & Integrate Benefits: Increase IT staff expertise with knowledge and best practices sharing from our technology experts Accelerate technology adoption and maximize your infrastructure capabilities Optimize the operation and management of your data center Experts Certified Dell EMC technical experts* Backed by 60,000+ Dell EMC Services & partner professionals Specialized experts across Dell EMC products Insights Access Dell EMC product engineering, IP, knowledge databases, and tools Benefit from Dell EMC use cases relevant to your needs Extend IT staff performance with onthe-job knowledge sharing Ease Onsite and remote delivery options available across all regions** Flexibility to adjust engagement timeframes to fit your budget Expert resources focus on your business priorities 15 1 *Certifications vary across specific technologies. **Remote delivery available for select technologies only. Contact a Dell EMC Representative to learn more. Copyright 2016 Dell Inc.

Dell EMC Residency Services capabilities Transitional residents Post-implementation management and knowledge transfer to ensure successful adoption of new technologies Operational residents Day-to-day operational management of IT infrastructure T e c h n o l o g y C o m p e t e n c i e s Storage Networking Data Protection VMAX, XtremIO, Isilon, ECS Unity, VNX, VPLEX, SC and PS Campus or Data Center platforms, Connectrix Data Domain,, Avamar, NetWorker, DPA, DLM, Atmos, SourceOne, Recoverpoint Software ViPR Controller & SRM ScaleIO, SA Suite VMWare, vrealize, Network Virtualization Server M1000e, VRTX, FX, rack, tower, blades Converged Infrastructure Vblock & VxBlock Systems VxRack Systems (FLEX and SDDC) VxRail Appliances

Accelerate technology adoption AT THE EDGE Save 88% in imaging time Deploy PCs up to 35% faster Save up to $418 per PC deployed We configure 11M PCs annually 2017 Microsoft Partner of the Year Award for Windows & Devices Deployment AT THE CORE Reduce planning time by 75% Complete projects 39% faster Reduce IT deployment effort by 91% 94% customer satisfaction IN THE CLOUD We ve completed thousands of migrations Tested over 50M configurations And we migrate over 1 Exabyte of data every year

ProSupport Services Suite Expertise and technologies that accelerate your IT transformation

ProSupport Suite Feature Comparison ProSupport ProSupport Plus ProSupport One for Data Center Remote technical support 24x7 24x7 24x7 Onsite support Next Business Day or Mission Critical Next Business Day 1 or Mission Critical Flexible Automated issue detection and case creation Self-service case initiation and management Hypervisor, Operating Environment Software and OS support Priority access to specialized support experts Designated service account management expert Periodic assessments and recommendations Monthly contract renewal and support history reporting Monthly or Quarterly Systems Maintenance guidance Semiannual Optional Designated technical and field support teams 1. Next Business Day option available only on applicable legacy Dell products. Availability and terms of Dell EMC Services vary by region and by product. For more information, contact your Dell EMC sales representative.

Maximize productivity AT THE EDGE The most complete PC support available in the market Up to 72% fewer steps in the support process Up to 91% less time to resolution Industry s only automated proactive and predictive support for PCs AT THE CORE/CLOUD Resolve issues up to 90% faster 12 Centers of Excellence and Joint Solution Centers 94% customer satisfaction 124K companies enabled with MyService360 OVERALL We support over 121M systems 6 Global Command Centers Microsoft s #1 most competent partner

Tools and Technologies Help customers boost their IT productivity 22

Ensure higher availability and faster resolution with a connected environment Dell EMC server, storage, networking and Client devices Secure connection and communication Dell EMC Technical Support 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

Your Technology Service Manager (TSM) Deepening your Dell EMC customer support experience Relationship Trusted advisor Understand business objectives and IT needs of covered assets Service advocate within Dell EMC Prevention Operational review: reporting, analysis, recommendations Risk management Best practices Maintenance Lifecycle Out of Warranty Best practices adoption for operations efficiency Support Escalation and crisis management Oversight and coordination of service exceptions Central point of accountability for Dell EMC services Collaboration Joint Dell EMC account and service delivery planning and execution Early involvement in projects from a support and operations point of view Service operations plan delivery

Resolve issues up to 90% faster when connected 1 Traditional Support Traditional manual support Higher customer effort, longer downtime! Fault Occurs Customer contacts Dell EMC Verify service contract Manual case creation Gather System State Troubleshoot Resolve Connected Support Proactive automated support Less customer effort and downtime! Fault Occurs Auto Case Creation Dell EMC Contacts Customer Resolve Predictive automated support Avoid failures and downtime Auto Case Creation Dell EMC Contacts Customer Resolve before an issue occurs 1 Based on Sep 2015 Principled Technologies Test Report commissioned by Dell EMC. Actual results will vary. Full report: http://facts.pt/1p56lw0

SupportAssist Tools & technologies 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 26

TechDirect The online self-service portal designed by our experts to empower the customer. Tools & technologies Benefits: Boost productivity by up to 90% * with the convenient and flexible tool that makes managing technology, training staff and supporting end users easy 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 27 *Claim made by Host Europe. 90% boost in IT staff productivity achieved through bypassing phone-based ticket management. Read full story.

Secure Remote Services (ESRS v3) Tools & technologies 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 28 Copyright 2017 Dell Inc.

MyService360 TM A personalized, proactive, and prescriptive services dashboard that empowers customers to take control of their service and support experience. Tools & technologies 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 360 0 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.

Dell EMC Support & Deployment Services Accelerating technology adoption and maximizing productivity through global scale and skill OUR PEOPLE 55,000+ Dell EMC & partner professionals Broad & deep technical expertise 55+ languages Industry certifications OUR PLACES 165 countries 6 Global Command Centers 12 Centers of Excellence & Joint Solution Centers 87 technical support sites 2200 carry-in service centers 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

Why Dell EMC Services? PEOPLE APPROACH OUTCOMES Both IT strategists and IT doers not just business theorists Teaming with the most reputable and dependable partners in every region Hiring the industry best, investing in them, and nurturing their expertise Uniquely positioned to provide consistent services from edge to core to cloud An efficientdeployment culture beginning at the factory Flexible SOWs all the work or just what you need 30+ years of learning, innovating, building IP and helping 1000s transform Preventing issues and improving design by harnessing system data, IoT and analytics Business cases and justifications to enable multilevel decision making Copyright 2017 Dell Inc.

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