Beyond the Big Picture—Trends in ITO Services at Dell

Keeping up with rapid change—ask any CIO what their greatest challenge is and that phrase will be among their first responses. When faced with a data tsunami, end-user demands and security concerns, it’s everything a CIO can do to keep up with ever-changing IT environments. And that’s taxing on the infrastructure, which is the very foundation for a successful IT transformation. Often the reliance on IT infrastructures to be flexible and malleable is coupled with a rather traditional notion that the infrastructure has little to do with business results. In fact, in this highly charged IT environment, nothing could be further from the truth.

three people look at something on a Dell laptop

That’s the reason Dell Infrastructure Managed Services help customers look beyond the big picture by suggesting IT professionals take part in business strategy and planning discussions. As outlined by Deepak Satya in a recently released whitepaper, Dell’s Infrastructure Managed Services takes an approach that focuses on three key aspects of transformation: people, process and technology.

Re-thinking the SLA

“Traditionally, the quality of infrastructure services has been measured by technical Service Level Agreements (SLAs), such as uptime of infrastructure elements or response times for the service desk,” Deepak writes. But with this model, the workforce is hardly ever exposed to the IT infrastructure, and — more importantly — how the business is affected by changes in the infrastructure. Dell Infrastructure Managed Services provides an “outside-in perspective” to develop and deliver services and solutions that are business-specific and relevant to end users — not just the technicians implementing changes.

“For example, in the end-user computing tower, we integrate our services and solutions to deliver service levels that measure the time taken to onboard a new employee. To deliver this SLA, our teams interact with everyone involved in the onboarding process, including:

  • The business to plan for new users getting onboarded
  • The procurement teams for end-user equipment acquisitions
  • Other service providers to activate relevant services”

With vision into the entire process, the team can take more responsibility for the success of the entire process — and help reduce the time-to-productivity of new employees. This is just one example of how Dell’s innovative model can help businesses keep up with technology and outpace their competition.

Cover of a Dell ITO Trends whitepaper

About the whitepaper

Volatile market conditions need businesses to be agile, simple and cost-effective. Gone are the days of traditional models, and infrastructure is playing a key role in the business. Therefore, Dell Infrastructure Managed Services is realigning its technology solutions and approach to be the game changer. It is moving to outcome-based models and taking end-to-end responsibility of serving the end customer better. This whitepaper explores the ways we are thinking and implementing transformation in all aspects of our services — people, process and technology.

Download the whitepaper


About the author

As the Director—Solutions, Dell Services, Deepak Satya heads the solution center for APJ, EMEA and the Healthcare vertical. Having conceptualized and created the solution center hub in India, Deepak has assumed responsibilities for keeping Dell Services and its customers ahead of the curve, by developing new services, identifying transformational opportunities and creating solutions. Prior to joining Dell, Deepak has defined and aligned the services vision with business goals for Wipro Infotech, Wipro Technologies and Cognizant. He has extensive expertise in creating IT infrastructure services strategy, architecture, methodologies, standards and governance and is skilled in establishing and managing high-performance global teams, using blended onshore/offshore delivery models.

Connect with Deepak on LinkedIn

About the Author: Grant Byington