Learn how data is helping Dell reduce IT incidents by almost one-third while improving experience for internal users and customers alike Sponsored by Teradata
Dell Technologies takes an aggressive approach to IT services by digging into data whenever and wherever it can, not just to respond to incidents but to anticipate and eliminate issues before they arise.
Overall, data is helping Dell reduce IT incidents by almost one-third while improving experience for internal users and customers alike, through a combination of reactive, proactive and predictive strategies. Let’s dive in. At the heart of Dell’s internal IT experience monitoring is a single mighty survey: a quarterly pulse sent out to tens of thousands of employees.
Felch emphasizes the importance of establishing a feedback loop that shares data about the user experience with the people capable of improving it. With the right data, rather than resolve incidents one by one, IT can eliminate the problem altogether.Employee feedback is tried and tested, but, in Dell’s view, prevention is an even better medicine.
Telemetry reports warn IT of a possible network or server overload in the making when processes begin to slow, traffic surges or disk space fills up. Dell IT can respond by bringing new storage or computing resources into the network quickly or redirecting traffic to other servers. These measures often keep an interruption from occurring at all.
SupportAssist is Dell’s telemetry conduit for customer PCs. The service runs in the background of most Dell-branded devices—69 million, in fact—and helps bring both annoyances like slowdowns and interruptions and more serious problems like crashes and driver incompatibility to Dell’s attention. But better even than diagnosing and solving a customer’s problem based on early warning signs is when IT can avoid the issue altogether—or quickly root cause one customer’s problem and ensure that others don’t experience it.
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