Dell’s ITSM approach

Over the years, I have had numerous interesting discussions on IT Services Management (ITSM) with CIOs from various organizations. It gives me immense pleasure to see that many of these customers have moved forward in the ITSM continuum. It’s a positive change, both in terms of their understanding of the subject, and taking initiatives to implement it. It personally has been a very fulfilling journey too, starting from the initial discussions around interpretation of the term, moving on to debates on benefit with regard to cost, efficiency and user interface, and finally on how to align their ITSM initiative to business objectives of growth, speed, and user experience.

Today, I observe many organizations experiencing positive business impact by leveraging ITSM solutions to create a more responsive and agile IT environment. The solutions have improved the speed of IT delivery by automating complex tasks, such as server or network configuration and provisioning. Automation strategy even implements automatic failure recovery and back up mechanisms to ensure business continuity. Organizations have also been able to provide a superior customer experience to end-users. Many solutions acquire and analyze information across an organization’s entire IT infrastructure to serve end users more efficiently and effectively. It also reduces end-user frustration and time by enabling them to request additional IT services directly, through an intuitive and feature-rich self-service portal. Users also benefit from actionable insights provided by advanced analytics accessible via easy-to-use dashboards.

Dell’s recent whitepaper Make ITSM A Reality With Dell, clearly articulates the value an organization can realize from Dell’s approach to implement an appropriate ITSM solution.

Dell makes ITSM work for you

First and foremost, one needs to recognize it isn’t about installing a tool. It’s a complex process that involves streamlining resources, using data to proactively improve processes, performing organizational change and ensuring continual service improvement.

In order to implement it effectively, organizations need to find a partner who understands the nuances of ITSM. At Dell, we have the expertise and experience of successfully implementing it. Our implementation approach is:

  • Create alignment between IT and the business
  • Develop service operating models
  • Design the core service portfolio
  • Integrate services and systems into the rest of the enterprise
  • Plan and execute organizational transformation

Realizing the value

Dell implements an ITSM solution that helps you improve service levels and user productivity, streamline operations, maximize resource use, reduce costs, improve the customer experience and optimize support to meet critical business objectives.

Here are a few profiles of customers currently benefiting from Dell’s solutions:

  • A large healthcare provider’s physicians and employees provide quality healthcare across patient engagements with improved access to information
  • A leading global professional services company, reduced IT operation costs by 40 percent through implementing a model to enable standardized provisioning, deploy a service catalog, and optimize a multi-tiered storage architecture
  • A large hospitality company, enjoys high availability and scalability of reservation systems, which support 100 million transactions per day across 700,000 rooms in 4,000 hotels in more than 90 countries, reducing critical incidents by 50 percent through increased technology availability and operational efficiency
  • A leading distributor of medical and surgical supplies provides full healthcare logistics services to more than 5500 suppliers and providers

In my next post, I’ll share how our Dell Service Operation Manager (DSOM) platform enables the delivery of superior services to our customers. I’ll discuss the features offered by the platform, which captures the ITSM best practices developed by Dell over the years.

About the whitepaper

IT has evolved to become an indispensable part of every organization. Enterprises expect IT departments to provide system uptime in line with increasing expectations, decrease costs while maintaining high service quality and shift from a pure operations mode to driving innovation and creating new services. This means doing more with less—delivering services quickly, cost effectively and efficiently. Now more than ever, IT needs to align with business objectives, deliver value and demonstrate that value to the business.

Download the whitepaper

About the Author: Manish Patil