Dell Burnishes Enterprise Services

 
 
By Stan Gibson  |  Posted 2006-06-28 Email Print this article Print
 
 
 
 
 
 
 

As it moves to establish enterprise IT credibility, Dell is ratcheting up its high-end service with an offering that boasts worldwide coverage and more advanced monitoring tools.

In its push to gain credibility as an enterprise IT vendor, Dell is turning up its high-end service a notch with an offering that boasts global coverage and more sophisticated monitoring tools. The new Platinum Plus service replaces the previous Platinum offering, and current Platinum service customers will be converted to Platinum Plus at no additional charge, said Steve Meyer, Dell services vice president.
While targeting large corporate customers, the new service stays within the mold that the Round Rock, Texas, company has established for services: packaging standard offerings with its own equipment and avoiding complex customized systems integration. "We dont do everything. We offer superior execution by focusing on a specific set of services," said Meyer.
Platinum Plus enhancements over the previous Platinum service include availability in the Asia-Pacific region so that multinational companies can use Dell services worldwide, a reduction in the minimum number of servers—from 200 to 100—required to qualify for the service, a Dell account manager on a customers premises and a tool for benchmarking operations performance against typical performance levels at other companies. "Using the [benchmarking] tool, its possible to compare your company to a peer group," said Meyer. The tool can replace expensive surveys that customers would sometimes commission to track their performance, he said, adding that benchmarking continuously enables customers to diagnose opportunities and quickly take corrective action. Despite slip-ups of late, Dells CEO says he is confident the company can get back on track with new products and price cuts. Click here to read more.
"This is kind of a rebirth announcement. Dell has recognized it has not been able to convince the market in the past that it has this kind of mission-critical capability," said Eric Rocco, an analyst at Gartner, in Stamford, Conn. "In the enterprise, Dells capability to deliver service, at the level of HP or IBM, did not keep pace. There were some spotty issues, with delivery across the globe, due to its partner strategy for services and a commoditized approach. IBM and HP have never had to prove they can offer this support," said Rocco. Rocco said Dells offering a dedicated on-site services representative responds to a need found in many enterprises. "Customers want a named body to call and yell at, and they want the fastest response time possible," he said. Dells enterprise credibility notwithstanding, the companys services business is now worth $5 billion annually, said Meyer. "We now have five command centers worldwide, which act as the front end for over 350 parts hubs," he said. The price of Platinum Plus is the same as that for the previous Platinum service, said Meyer. The exact price depends on the complexity of a customers environment. Dell offers three service levels: Silver, Gold and Platinum. The Silver service level is priced at about 16 percent of the cost of the servers, Gold is priced at 26 percent and Platinum is in the "low 30s" percent of server value, said Meyer. Check out eWEEK.coms for the latest news, views and analysis on servers, switches and networking protocols for the enterprise and small businesses.
 
 
 
 
Stan Gibson is Executive Editor of eWEEK. In addition to taking part in Ziff Davis eSeminars and taking charge of special editorial projects, his columns and editorials appear regularly in both the print and online editions of eWEEK. He is chairman of eWEEK's Editorial Board, which received the 1999 Jesse H. Neal Award of the American Business Press. In ten years at eWEEK, Gibson has served eWEEK (formerly PC Week) as Executive Editor/eBiz Strategies, Deputy News Editor, Networking Editor, Assignment Editor and Department Editor. His Webcast program, 'Take Down,' appeared on Zcast.tv. He has appeared on many radio and television programs including TechTV, CNBC, PBS, WBZ-Boston, WEVD New York and New England Cable News. Gibson has appeared as keynoter at many conferences, including CAMP Expo, Society for Information Management, and the Technology Managers Forum. A 19-year veteran covering information technology, he was previously News Editor at Communications Week and was Software Editor and Systems Editor at Computerworld.
 
 
 
 
 
 
 

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