Article Number: 000180961
Dell EMC OpenManage Enterprise Services (previously OpenManage Enterprise SupportAssist) is a plug-in to the Dell EMC OpenManage Enterprise console that enables proactive and predictive monitoring and management support for your devices with ProSupport and ProSupport Plus entitlements. OpenManage Enterprise with Services plug-in provides a single, unified solution for your complete device life cycle management, proactive, and predictive support experience. Services improves the data center efficiency by enabling the administrator to seamlessly manage hardware failure incidents, reducing the time spent by Dell EMC Technical Support, and improving the turnaround and downtime in resolving the hardware issues. This plug-in is a vital piece of the OpenManage portfolio and provides seamless integration.
When an issue is detected, Services collects and uploads the system information required for troubleshooting an issue. The collected system information helps Technical Support to provide you an enhanced, personalized, and efficient support experience. Services also provides predictive support and reporting by using the periodic hardware telemetry collections. The periodic collections enable Dell EMC to perform advanced analytics, predict future failures, and inform you about the due time to back up and resolve failures in advance.
Dell EMC is constantly improving OpenManage Enterprise Services.
Dell EMC OpenManage Enterprise Services is free to use. The following table provides a summary of capabilities entitlements dependant of the monitored device service contract.
|OpenManage Enterprise Services capability||Description||Basic Warranty||ProSupport||ProSupport Plus|
|Proactive detection of hardware failures||Services receives alerts for hardware events that occur in monitored devices and proactively determines if the alerts indicate a hardware failure.||Supported||Supported||Supported|
|Predictive detection of hardware failures||Intelligent analysis of data collected from a monitored device is used to predict hardware failures that may occur in future.||Not Supported||Not Supported||Supported|
|Automated data collection||Data required for troubleshooting a hardware failure is automatically collected from the monitored device and sent securely to Dell.||Supported||Supported||Supported|
|Automated support case creation||When a hardware failure is detected either proactively or predictively, a Service Request is automatically created with Dell Technical Support.||Not Supported||Supported||Supported|
|Automated email notification||An email notification about the support case or issue is automatically sent to your company's primary and secondary SupportAssist contacts.||Not Supported||Supported||Supported|
|Proactive response from Dell Technical Support||A Dell Technical Support agent contacts you proactively about the support case and helps you resolve the issue.||Not Supported||Supported||Supported|
|Expedited parts dispatch||After the verification of the collected system information, if the Dell Technical Support agent determines that a part requires a replacement to resolve the issue, a replacement part is dispatched to you based on the dispatch preferences that you configure in SupportAssist.||Not Supported||Supported||Supported|
Services 2.0.1 is a plug-in for the Dell EMC OpenManage Enterprise (v3.9 or later). To download and install or upgrade this plug-in:Detect the plugin using Update Settings in the Console and Plugins page. Next, install the plugin from the SupportAssist section in the Consoles and Plugins page or upgrade from a previous version.
Engage in the OpenManage Systems Management community to find:
Refer to Dell EMC OpenManage Enterprise Services Documentation for the latest documentation.
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