Menu
Dell announces entry to the local SaaS market

Dell announces entry to the local SaaS market

Dell is looking to roll out a hosted remote-management offering in the Asia Pacific region by early next year.

Aimed at small and medium businesses and large companies with specific requirements like email or asset management, Dell is providing services such as patch management, anti-virus, back-up and recovery, email archiving and consulting services too.

The Software-as-a-Service (SaaS) integration platform goes out and pulls the required service from a cloud computing model. "As it goes out to the customers' assets, it checks the state of those assets, finds out whether they are in the state that they are supposed to be in. When needed, it does auto remediation based on the policies that the customer sets up on the asset," described Steve Schuckenbrock, President of Global Services and CIO, Dell Inc. When the problem cannot be addressed, the issue is then forwarded to the Network Operating Center (NOC) where engineers can remotely fix things.

The SaaS platform is mainly powered by Dell's acquisitions from last year, Everdream and Silverback Technologies. Focused on IT systems management, Everdream makes sure that assets and their services are in the right state. The remediation process would be run by the delivery capabilities of Everdream. Proactive monitoring is done by Silverback where it can detect issues before the user does.

Packages are also on offer, one example is Vista Migration Solution that bundles services that can, for instance, discover software assets in an office environment that are compatible with Vista, or to remediate applications that are not ready for Vista.

Users can configure service-level definitions too. "You can configure it to any level that you want, depending on your environment. We created the ability to do that all the way down to the assets--with end users seeing support time at the response time of four hours, or data centers seeing two-hour response times," he said.

"We used to have one way of delivering services--close to the box services. You call and we have scripts where we just run through them. You say, 'I have a problem,' and I ask 'Is it plugged in?' We run through all the list of questions. If you are an IT professional on the other side of the phone, you have no desire to have this kind of relationship."

Instead, Dell wants to deliver a more proactive service. "If I am an IT professional, when I call in, I don't need you to diagnose the problem, I just need you to patch. Or, I do need your help and here's the diagnosis I have done so far, so what I need you to help with is on extending this into root cause analysis," explained Schuckenbrock.


Follow Us

Join the newsletter!

Or

Sign up to gain exclusive access to email subscriptions, event invitations, competitions, giveaways, and much more.

Membership is free, and your security and privacy remain protected. View our privacy policy before signing up.

Error: Please check your email address.

Tags Dellinternational news

Events

Featured

Slideshows

Meet the Reseller News 30 Under 30 Tech Awards 2020 winners

Meet the Reseller News 30 Under 30 Tech Awards 2020 winners

This year’s Reseller News 30 Under 30 Tech Awards were held as an integral part of the first entirely virtual Emerging Leaders​ forum, an annual event dedicated to identifying, educating and showcasing the New Zealand technology market’s rising stars. The 30 Under 30 Tech Awards 2020 recognised the outstanding achievements and business excellence of 30 talented individuals​, across both young leaders and those just starting out. In this slideshow, Reseller News honours this year's winners and captures their thoughts about how their ideas of leadership have changed over time.​

Meet the Reseller News 30 Under 30 Tech Awards 2020 winners
Reseller News Exchange Auckland: Beyond the myths — how partners can master cloud security

Reseller News Exchange Auckland: Beyond the myths — how partners can master cloud security

This exclusive Reseller News Exchange event in Auckland explored the challenges facing the partner community on the cloud security frontier, as well as market trends, customer priorities and how the channel can capitalise on the opportunities available. In association with Arrow, Bitdefender, Exclusive Networks, Fortinet and Palo Alto Networks. Photos by Gino Demeer.

Reseller News Exchange Auckland: Beyond the myths — how partners can master cloud security
Reseller News welcomes industry figures at 2020 Hall of Fame lunch

Reseller News welcomes industry figures at 2020 Hall of Fame lunch

Reseller News welcomed 2019 inductees - Leanne Buer, Ross Jenkins and Terry Dunn - to the fourth running of the Reseller News Hall of Fame lunch, held at the French Cafe in Auckland. The inductees discussed the changing face of the IT channel ecosystem in New Zealand and what it means to be a Reseller News Hall of Fame inductee. Photos by Gino Demeer.

Reseller News welcomes industry figures at 2020 Hall of Fame lunch
Show Comments