Industry Analyst Research

Many organizations are beginning to view IT as less of a cost center and more of a driver of strategic business value. However, for IT to deliver on the strategic business value, it needs to be easy to use and robustly supported.
Enterprises must consider the increasing importance of data/disaster recovery, reliance on mobile systems, and expectations that IT is agile enough to support changing needs in real time. Due to these important considerations, organizations should rethink how they purchase and utilize support services. It is imperative to consider the application and end-user being supported and squarely align the right support based on unique business needs. And, because business needs change constantly in today's world, it is important to select a support vendor that is geared to scale up and down with these needs.
Dell launched its ProSupport portfolio of services. Under the new framework, customers are able to self-identify what type of customer they are - either end-users or IT professionals. Once customers have self-identified, they are able to determine the features they need in the support package, thus customizing their support experience to their needs. The costs of the support services will vary depending on the options that the customers select.