Configuration & Deployment Services

Channel enablement pilot: an exclusive opportunity for leading U.S. Services partners August 12, 2011

Global Commercial Channels

Introduction Peter Klanian Regional Services Sales Director North America Channel [email protected] Yogev Shimony Product Manager Dell Services [email protected]

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Global Commercial Channels

Today‘s Agenda • Dell Channel Services strategy & portfolio • Configuration & Deployment Services – overview & channel pricing model – service snapshots › Storage Implementation Services for EqualLogic › Remote Implementation Services

› Configuration Services

• Engagement model and resources • Next steps

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Confidential training material for use by Dell Partners only. © 2011 Dell

Global Commercial Channels

Dell‘s Channel Services Strategy Align

Enable

Expand

1. Align with Partners on channel-delivered services 2.Enable Partners to build and deliver their own services 3.Expand Partner service portfolios by making Dell services available for resale You decide how to engage with Dell in each stage

$$ Value $$ Assess

Plan

Design

Deploy

Maintain

Monitor

Partner Dell 4

Confidential training material for use by Dell Partners only. © 2011 Dell

Global Commercial Channels

Optimize

Dell Services portfolio Dell Services capabilities Applications Application Services

Business Process

Consulting

Business Process Services

Business Consulting

 Custom Development

 Document Management

 Strategy & Transformation

 Enterprise Architecture

 Testing

 Data Capture

 Data Center

 Applications Management

 Knowledgebased & Transaction Processing

 Organizational Change Management

 ERP and Industry Applications  Business Intelligence  Modernization

 End User

 Process Re-engineering

 Contact Center

 Supply Chain Management

 Engineering Services

 Customer Relationship Management

Channel-enabled offers available 5

IT Consulting

Infrastructure Infrastructure Managed Services

 Network  Data Center  Hosting  Information Assurance  End User

Cloud Services

 Virtual Data Center

Support Configuration & Deployment

 Configuration Services

 Virtual Desktop  Laptop & Desktop  X-as-a-Service deployment - Platforms  Data Center - IT & Network Management Integration Software – Storage deployment - Applications - Security  Asset Recovery Services

Focus of channel enablement pilot

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Global Commercial Channels

Support Services

 Hardware Warranty  ProSupport  Accidental Damage  Data & Asset Protection  Remote Advisory Services  Proactive Maintenance

Dell Efficient Enterprise

Achieve greater efficiency via innovative solutions The Dell Efficient Enterprise Strategy PROVEN APPROACH • Standardized • Simplified • Automated

+

Efficient Workforce

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TECH INNOVATION • Open • Capable • Affordable

=

MORE EFFICIENCY

High flexibility, low CapEx & minimized IT management time

Efficient Data Center

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+

BETTER TCO

Productivity and innovation with less waste, greater control and agility

Efficient Cloud

Global Commercial Channels

Configuration & Deployment Services Areas our customers are saying they need help with their journey to the efficient enterprise…

•

Key Market Drivers

Services Focus Areas

Customer Value

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•

Configuration Services

Laptop & Desktop Deployment

Windows 7 migrations

•

Client refresh

•

Windows 7 migrations

•

Data growth

•

Network Dependencies

•

Virtualization

•

Virtual Storage Deployment

•

Core Network Integration

• •

Shrink risk Reduce time-to-live

Client refresh

•

Imaging

•

Deployment

•

Order Ready

•

Application load

•

Rack Integration

•

Data Migration

•

Reduced Downtime More automation Less management

• •

Uniformity Eliminate & consolidate

• •

Data Center & Network Implementation

Confidential training material for use by Dell Partners only. © 2011 Dell

Global Commercial Channels

Channel enablement pilot opportunity for select partners Available Today  Storage Implementation Services for EqualLogic  Remote Implementation Services  Configuration Services

Coming Soon  Storage Implementation Services for Compellent  Expansion of Remote Advisory Services

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Global Commercial Channels

Value Proposition for Dell Partners • Establish position as trusted advisor

 Maintain relationship with your customer  Access Dell‘s deep Datacenter and Storage expertise to address capability, resource, or geographic gaps  Utilize Dell to automate and simplify product transitions, so your IT staff can focus on more lucrative opportunities  Leverage Dell‘s best-in-class tools & processes  Low Risk • Easy to sell  SKU‘d to sell with product  Enhanced pricing and discounts for select services  Services competitively priced, healthy margin opportunity

 Incremental and recurring revenue streams

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Confidential training material for use by Dell Partners only. © 2011 Dell

Global Commercial Channels

Channel-optimized pricing model Example 1 (applies to EqualLogic and RIS) Service

Storage Implementation Services for EqualLogic

Discount off List

Actual discount applied to SKU

13%

40%

Remote Implementation Services

20%

40%

Configuration Services

30%

30%

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Example 2 (applies to Configuration Services)

Global Commercial Channels

Storage Implementation Services for EqualLogic

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Global Commercial Channels

EqualLogic – a changing game High performance environments have many moving parts. Dell provides superior Best Practices for our solutions

Situation:

Complication:

– EQL is easy to set up, but successful deployments depend on proper planning – Customers often take on install portion themselves, leaving unpredictable results. – Complex existing environments create deployment complexity

– Support doesn‘t cover configuration calls – Improper installs can manifest themselves as perceived product issues (performance, function) – Customer POCs end up coordinating resolutions instead of selling and building relationships

Opportunity • Improve Customer Experience by attaching a simple install SKU of EQL’s most important connected components; iSCSI switches and Server Hosts • Provide a turnkey offering at a uniquely Dell competitive price • Execution by a global team of highly trained and deeply experienced experts 12

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Global Commercial Channels

Customer Pain Points • High performance iSCSI attached storage environments require properly configured iSCSI networks to optimize the environment • Improper iSCSI configuration leads to performance problems. • Important Factors to consider • • • • • •

Self-Install

replication multiple sites shared network infrastructure high traffic additions of new storage OS Setup

• Tuning services are outside the scope of support • Customer may call Integrator with confidence issues about the product • Customer may call Integrator to fix the issues • Integrator may get turned away by Dell support for configuration issues

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Global Commercial Channels

Customer Benefits

On-site deployment portfolio Simple, Low Cost, Valuable • N o scoping calls until the array is in transit • Configuration call with the Account team • Comprehensive knowledge transfer • Best Practices = Best Experience

On-site PMO (Project Management) Rack & Stack/ Cable & Label Design Workbook

Base offer includes everything needed to get up and running • PMO & Planning • Physical installation • SAN Fabric configuration • Host connection, SAN HQ • Knowledge transfer and handoff

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Initialize & Configure SAN HQ iSCSI Switch Setup Host(s) attached to SAN Knowledge Transfer

Global Commercial Channels

Simplified SKU Structure EDT Installation and Implementation of Dell EqualLogic Storage Array, up to 2 hosts EDT Installation and Implementation of Dell EqualLogic Storage Array, up to 4 hosts EDT Installation and Implementation of Dell EqualLogic Storage Array, up to 6 hosts EDT Installation and Implementation of Dell EqualLogic Storage Array, up to 8 hosts EDT Installation and Implementation of Dell EqualLogic Storage Array, up to 10 hosts EDT Installation and Implementation of Dell EqualLogic Storage Array, up to 12 hosts EDT Installation and Implementation of Dell EqualLogic Storage Array, up to 14 hosts EDT Installation and Implementation of Dell EqualLogic Storage Array, up to 16 hosts EDT Installation and Implementation of Dell EqualLogic Storage Array, up to 18 hosts EDT Installation and Implementation of Dell EqualLogic Storage Array, up to 20 hosts EDT Installation and Implementation of Dell EqualLogic Storage Array, up to 22 hosts EDT Installation and Implementation of Dell EqualLogic Storage Array, up to 24 hosts EDT Installation and Implementation of Dell EqualLogic Storage Array, up to 26 hosts EDT Installation and Implementation of Dell EqualLogic Storage Array, up to 28 hosts EDT Installation and Implementation of Dell EqualLogic Storage Array, up to 30 hosts EDT Installation and Implementation of Dell EqualLogic Storage Array, up to 32 hosts EDT Install and Implement of an Additional Array into a New Dell EqualLogic SAN, 1 Array, Add-On EDT Install and Implement of an Additional Array into a New Dell EqualLogic SAN, 2 Arrays, Add-On EDT Install and Implement of an Additional Array into a New Dell EqualLogic SAN, 3 Arrays, Add-On EDT Install and Implement of Additional Hosts into an existing Dell EqualLogic SAN, 2 hosts EDT Install and Implement of Additional Hosts into an existing Dell EqualLogic SAN, 4 hosts EDT Install and Implement of Additional Hosts into an existing Dell EqualLogic SAN, 6 hosts EDT Install and Implement of Additional Hosts into an existing Dell EqualLogic SAN, 8 hosts EDT Install and Implement of Additional Hosts into an existing Dell EqualLogic SAN, 10 hosts EDT Installation of an additional Dell EqualLogic Array into an existing Group, 1 Array EDT Installation of an additional Dell EqualLogic Array into an existing Group, 2 Arrays EDT Installation of an additional Dell EqualLogic Array into an existing Group, 3 Arrays EDT Validation of a Basic Dell EqualLogic SAN EDT Validation of an Advanced Dell EqualLogic SAN EDT Implementation of Dell EqualLogic Auto Snapshot Manager, up to 4 Hosts EDT Implementation of Dell EqualLogic Auto Snapshot Manager, up to 8 Hosts EDT Implementation of Dell EqualLogic Replication, Add-on EDT Implementation of Dell EqualLogic Replication

One SKU based on # of hosts or arrays

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Global Commercial Channels

Storage Implementation Services for EqualLogic Services Offers

Services Description

Dell Storage Implementation Services for EqualLogic provide: • Project management • Pre-deployment planning • Hardware installation • SAN Fabric configuration • Test and handoff

Deployment • Implementation of a Dell EqualLogic Storage Array (new installation) • Implementation of an Additional Arrays or Hosts into an existing Dell EqualLogic SAN • Implementation of Dell EqualLogic Auto Snapshot Manager • Implementation of Dell EqualLogic Replication Engagement Model

Services Pricing

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Confidential

7/29/2011

Channel Partner

Dell Rep

Partner registers deal

Dell rep confirms proper service SKU and discounting

Win Deal

Order placed

Services Delivery Intake

Dell delivers service

Global Marketing

Remote Implementation Services

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Confidential training material for use by Dell Partners only. © 2011 Dell

Global Commercial Channels

Dell Enterprise Remote Services What are the Services Designed to Do? Dell Remote Service provides pre-scheduled access to phone and web-based technical expertise, for Enterprise Dell Products, specialized applications, and solutions, for the following categories:

Deployment

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Advisory

Confidential training material for use by Dell Partners only. © 2011 Dell

Maintenance

Global Commercial Channels

Remote Services Portfolio Deployment • Servers • OS Installation and Configuration • MS Exchange and SBS installation • Migration (SBS, OS, MS Exchange) • Virtual Readiness Assessment • P2V Conversion • KACE • Network • PowerConnect (Ethernet, iSCSI) • Brocade, Cisco (Fibre Channel) • Storage • PV, EQL, Compellent • SAN, NAS • Backup Solutions • CommVault • Symantec 19

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Advisory • • • • • •

Storage Technologies System Management Virtualization Consultation BURA (Backup, Recovery and Archiving) MS Exchange Consultation Custom Deployment

Maintenance • • • •

Dell | Compellent Dell PowerEdge Dell PowerVault Dell Equallogic Global Commercial Channels

Remote Services customer satisfaction Overall Client Experience (CE) FY11: 96.8% FY11Q4: 97.1% 100.0%

95.0%

90.0%

85.0%

80.0%

75.0% 2009Q2

2009Q3

2009Q4 Overall CE %

2010Q1

2010Q2

2010Q3

2010Q4

Tech CE%

Customer feedback I was most impressed with the knowledge of the tech. –Exchange Migration The service provider was personable and very helpful during our crunched deadline. – EQL Deployment The General knowledge and willingness to go above and beyond. – MD3000i RI The ability for Dell to meet the aggressive time window we had. – 3-2-1 Deployment The technical expertise of the remote install engineer. – DL2200 The ease of scheduling the service and quickness of delivery. - AX4-5i Deployment

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Global Commercial Channels

Remote Deployment Services Service offers

Service description

Dell Remote Services provides pre-scheduled access to phone and webbased technical expertise, for Enterprise Dell Products, specialized applications, and solutions - Deployment, Advisory and Maintenance services.

Deployment Servers o OS Installation and Configuration o MS Exchange and SBS installation o Migration (SBS, OS, MS Exchange) o Virtual Readiness Assessment o P2V Conversion

Engagement Model Channel Partner

Partner registers deal

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Backup Solutions o CommVault o Symantec

Network o PowerConnect (Ethernet, iSCSI) o Brocade, Cisco (Fibre Channel)

Services Pricing

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Storage o PV, EQL o SAN, NAS

Dell Rep

Dell rep confirms proper service SKU and discounting

Win Deal

Order placed

Global Commercial Channels

Services Delivery Intake

Dell delivers service

Configuration Services

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Global Commercial Channels

Dell Configuration Services

Proven operational excellence and customer satisfaction

91%

customer satisfaction

Largest Configuration Services provider in the world

11M

units shipped in 2010

customers worldwide

Rated by Gartner: ―Industry Leader‖ in Configuration Services

Complete suite of lifecycle services

20,000

99%

annual projects

of customers would repurchase from Dell

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6,000+

Confidential training material for use by Dell Partners only. © 2011 Dell

Global Commercial Channels

Pre-Provisioning Configuration Services Reduce cost and complexity

Relieve the burden on IT resources

Help with regulatory compliance

Increase deployment speed

Fulfillment Services

Imaging Services

System Configuration

Asset Management

Factory Image Load

Order Ready

Asset Tagging

Microsoft SCCM Factory Image Load

Hardware & Software Integration

Asset Reporting

ImageDirect X-Image

Rack & Stack

Consolidation, Staging, Ship

Asset Tracking

Laser Etching & Custom Skins

Image Consulting

Simplify product transitions and system deployments through Dell automated process and management Included in channel enablement pilot 24

Confidential training material for use by Dell Partners only. © 2011 Dell

Global Commercial Channels

Factory Image Load Provide us with your corporate image— we‘ll load it onto your systems in the factory as they are being built

Software OS Settings Applications Image customizations

Don‘t waste your time on a task we can do for you

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Global Commercial Channels

Asset Tagging & Asset Reporting Asset Tagging • Standard or customized asset tags to help track systems • 5-6 data lines, fixed text or list • Barcode included • Asset labels for systems • Ship box labeling for easy bulk-ship management

Asset Reporting • Standard or customizable reporting to assist with records keeping and future maintenance refreshes

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Confidential training material for use by Dell Partners only. © 2011 Dell

Global Commercial Channels

BIOS Customization Ready to work systems

• Dell provides a variety of preconfigured hardware bios setting in volume at point of manufacture. Your systems will arrive ready to use out of the box saving you time and cost! Benefits: Improve quality Layers of complexity and human error due

to multiple touches are eliminated with Dell factory customization.

Consistency

Repeatable production processes yield consistent configurations.

Dell Expert Assistance

Dell experts and engineering resources support you throughout the process.

Global solutions

Saves Time 27

Service Options



Set Asset Tag ID in the BIOs



Device Boot Order



Firmware Revision PERC/DRAC Cards



ESM freeze

Bios settings can be duplicated in any Dell factory worldwide, helping ensure global consistency of your systems. Systems arrive pre-configured, which frees your staff from configuring individual systems.

Confidential training material for use by Dell Partners only. © 2011 Dell

Global Commercial Channels

Configuration Services Service Description

Dell Configuration Services are a portfolio of make-ready services that simplify product transitions and system deployments because Dell services are enabled in the hardware

Service Offers Configuration Services • • • •

Factory Image Load BIOS Customization / Firmware Flash Asset Tagging Asset Reporting

Engagement Model

Services Pricing Channel Partner Partner registers deal

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Confidential training material for use by Dell Partners only. © 2011 Dell

Win Deal

Dell Rep

Dell rep confirms proper service SKU and discounting

Order placed

Global Commercial Channels

Config Intake Team • Design Call • Engineer Scheduled • Onsite Deploy • Issues Resolution • CE Survey

Channel engagement & enablement

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Confidential training material for use by Dell Partners only. © 2011 Dell

Global Commercial Channels

Dell Deal Registration and Line of Business Registration Deal Registration

Deal Registration Extended Deal Registration LOB Registration

Significant pre-sales efforts related to the deal Not already registered by another partner or pursued by Dell Single opportunity with single end-user Partner must have access to end-user‘s contract of choice (Public End-Users)  Partner expected to position exclusive Dell solution    

Deal Registration Extension  Follow on business on Storage Deals  No application required, no review by Dell. Applies to Storage deals. LOB Registration  Allows Dell to formalize a relationship between a partner and end user and designate that partner as the ‗partner on record‘ for that line of business.  Dell commits not to compete with partner in that LOB and to provide partner with preferred pricing over other partners in that LOB. No application required, Dell proactively reviews every approved Deal Registration for Certified Partners.  Applies to deals in Large Enterprise & Public (Select & Major Public Accounts). Not applicable to Small & Medium Business & federal deals.

http://partnerdirect.dell.com/sites/channel/en_us/MyAccount/Pages/DealRegistration.aspx 30

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Global Commercial Channels

Channel Services Sales

Northeast March [email protected] (781) 385-9935

Regional Sales Director [email protected] (401) 683-8284

AK

West Josh [email protected] (925) 206-0078

N Central Laura [email protected] (219) 663-3396 ME

WA

VT MN

NH

ND

MT

WI

OR

MI

SD

ID

IA

NE

IN

IL

KS

DE MD

OH

NV CO

NJ

PA

WY

UT

MA RI CT

NY

WV VA KY

MO

NC

TN

CA OK AZ

SC

AR

NM

MS

TX HI

AL

Southeast

GA

Brian [email protected] (336) 510-9982

LA FL

Inside Sales Representatives Anna [email protected] (603) 589-5820 (N Central, NE, SE) Don [email protected] (512) 513-1677 (S Central, West, DMRs) Rev. 8/9/2011

S Central Tim [email protected] (512) 853-0175

DMR Accounts Douglas [email protected] (770) 449-0168

Configuration & Deployment Services marketing resources For pilot participants only Sales Readiness • Private landing page on PartnerDirect portal http://dell.com/partner/DeployFast • Sales cheat sheets • On-demand, online sales training • Access to Services sales specialist resources Customer marketing • Customer-facing datasheets & presentation • Conversation Starters

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Global Commercial Channels

Conversation Starters

Accelerate your sales prospecting • Online sales prospecting tools • Tee up interest with your prospects using an interactive flash tool • Send your prospects easy-toview link, or embed link on your website or in email campaigns • You retain and control prospecting data • Call to Action points back to you

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Global Commercial Channels

Conversation Starter

EqualLogic deployment services example • Partner positioned in opening

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• Pain points teed up based on prospect’s answers

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• Closes with solution benefit • Directs prospect back to Partner

Global Commercial Channels

Next steps • Engage with your Dell Channel Services Account Executive to confirm your participation in channel enablement pilot • Access private marketing resource page on PartnerDirect portal http://dell.com/partner/DeployFast – utilize marketing and sales prospecting materials • Access to sales training materials will be provided by end of August

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Global Commercial Channels

Thank You