Technologies and Tools

A broad definition of PC lifecycle management can include unified endpoint management and IT asset management tools, and outcomes such as procurement, warehouse logistics, employee refresh workflows, and identity management. Narrow your focus by defining the actual capabilities you need while evaluating factors such as fleet composition (primarily single-vendor vs mixed-vendor) and ease of integration with ITSM tools. For this specific scenario, assess how the platform streamlines services for all device lifecycle management phases, from initial configuration and deployment to monitoring, support, and refreshes. Look for capabilities such as imaging tools, provisioning services, inventory and fleet-health visibility, optimization insights, AI-driven telemetry, proactive issue detection, remote remediation, parts self-dispatch, and secure asset recycling. The TechDirect portal delivers all this for Dell PCs as self-service or with Dell or partner collaboration.

Look for an integrated services and support experience harnessing automation, AI-driven contextual intelligence, remote support and more to maximize uptime for client PCs and data centers. When monitoring connected systems, automated support technology should securely activate the key benefits of support contracts. It should simplify effort by automating issue detection and case creation while accelerating the right resolution actions such as self-healing automation, parts dispatch, and human-led technical support. Expect near-real-time integration of data from connected systems into self-service dashboards where IT teams have fleet-wide visibility, extensive services data, rich support resources and clear services priorities for immediate action or proactive mitigation. Assess the ease of onboarding IT teams to online platforms as well as ease of integration with ITSM tools.

Both connectivity technologies proactively monitor systems in customer environments and activate Dell support contract features that reduce IT effort. Use SupportAssist for Business PCs to manage Dell PC fleets using ProSupport Suite for PCs services. Use secure connect gateway technology – our single software solution for all Dell infrastructure – to manage systems with ProSupport Infrastructure Suite or ProSupport One for Data Center services. Both securely transmit relevant telemetry and event data to Dell Services, use AI and engineering data to identify potential issues, and help accelerate support actions for connected systems. Support varies by product and service level. Capabilities include automating case creation and parts dispatch when an issue is detected, enabling remote troubleshooting and fixes, and pre-staging health check details when auto-created cases need human intervention. SupportAssist technology also enables IT teams to customize remote support actions that remediate and optimize PCs.

Both self-service portals help companies expertly manage evolving support and services priorities, free of charge. Onboard IT teams to personalized dashboards for fleet-wide insights and rich data that minimize disruption. TechDirect is primarily for client PCs and streamlines services for device lifecycle management – from initial configuration and deployment to monitoring, support, and asset recovery and recycling. In addition, enhance support with self-healing automation workflows and automated performance optimization for connected PCs with ProSupport Suite services. MyService360 works seamlessly with your data to provide services management and analytics for your entire Dell infrastructure portfolio. Easily stay on top of services priorities for immediate action or proactive mitigation. View and manage asset details for open support cases, expiring contracts, connectivity status, advisory remediation, end-to-end services history and more. For connected systems with active support contracts, efficiently monitor automated support actions as well as product health for Dell AIOps enabled systems.