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Power Tools 1993 November - Disc 2
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Power Tools Plus (Disc 2 of 2)(November 1993)(HP).iso
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cpet
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50916465
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dec
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decspt.txt
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1993-01-29
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DEC Support
Service mission/target market
Digital claims to have the experience, expertise, and resources to help
customers in all phases of planning, designing, implementing, and
managing of information systems. Digital offers support throughout the
entire life cycle of systems, networks, and applications. Digital
perceives themselves as a world-class systems integrator, with the
expertise required to align people, processes, and technology with
business goals. Digital also has experience in outsourcing programs.
Digital sends a three pronged marketing message that includes:
o Single Vendor Solution; A single point of accountability for a
multivendor information technology environment.
o Open Advantage; Delivers open technology, open services, and open
business practices. Provides flexibility to integrate all the pieces
of technology into a harmonious system that includes people, business,
and technology.
o Dynamic Services Portfolio; Services that are continually expanding
and evolving to meet the changing needs of dynamic organizations,
large and small. Digital will create a solution to meet any prospects
requirements.
This paper focuses on multivendor, network support, and professional
services. Additional offerings include:
o Installation and startup services
o Technical and professional development training
o Warranty and service for hardware and software products
o Network operations management
o Contingency planning and business protection services
o Performance, capacity, and security services
o Assistance for self-maintenance organizations
Services offered
o Multivendor Services
Digital offers multivendor maintenance support on more than 10,000
hardware products from 1,200 different vendors, plus most popular
operating systems, system applications, and PC software products.
Digital is also actively targeting standalone systems, like Sun
Microsystems to add to this portfolio. Digital's multivendor service
customers must have a Digital service contract to be able to add
coverage for non-Digital equipment. there are three types of
DECcompatible coverage available:
- Basic service offers nine hours of support, Monday through Friday.
- DECservice is the most comprehensive hardware-only support and
includes remedial maintenance until the problem is resolved.
- Carry-in service customers have this option to carry in their small
system or terminals to one of 170 U.S. Service Centers.
Multivendor Software Service (MSS), and Direct Access Advisory Service
(DAAS), provide support for selected third-party products that run on
Digital hardware. Services include installation, telephone assistance,
updates, and if applicable, a Digital newsletter with software
enhancements and programming notes. Examples of these products include
Lotus, SCO UNIX, Uniplex, and dBASE IV.
Desktop Services includes configuration, integration, and maintenance
of hardware and software products. Digital's Start-Up services can be
purchased for installation and staging support.
For onsite integration support for Digital and selected non-Digital PC
LANs, Digital offers Desktop Integration Services. Also available, is
Total; System Support/LAN which addresses multivendor hardware and
software issues on a network.
Help Desk Service offers a modular set of capabilities that will be
customized to each customer's needs. There are three primary offerings;
Evaluation and Design, Implementation and Operation, and Problem
Resolution Coordination and Management Reporting.
o Network support services
Digital has a comprehensive array of services for network customers
ranging from self maintenance to those requiring outsourcing
arrangements. Network Integration Services complies with Digital's
corporate methodology for pursuing professional services/systems
integration opportunities. The company has adopted a methodology that
addresses the full network life cycle. Network Integration Services
includes:
- Network Consulting Services; Aimed at assisting customers in
creating a physical plan for their LANs. Requires analysis, design
analysis, application design, protocol design, and physical design
are included.
- Network Implementation Services; Provides consulting service for
customers requiring vendor oversight of network installations.
Covers installation management, certification, startup
assistance/training, application development, protocol development,
and startup training.
- Network Management Service; Focuses on helping customers manage
their DECnet and TCP/IP networks. Includes NETsupport operation
management service, local and wide area interconnect support,
NETsupport for shared LAN service, shared enterprise service, shared
TCP/IP and advisory service, and Network Onsite Consulting.
Digital also offers over 45 network training courses. Seminars provide
information on industry trends, international standards, and key
technologies. Lecture/labs provide hands-on, practical skills in areas
such as network management, security, programming, and troubleshooting.
o Professional services
Digital does not have a formal program titled Professional Services.
Instead, services usually associated with this type of program are
included in other service and support offerings. These offerings
include:
- Systems integration; Offers support for mission-critical solutions
and complex processes. Customized, multigeographical, and
multivendor implementations are included. Digital will bid a fixed
price contract.
- Consulting services include:
Management consulting for strategic planning, business needs analysis,
strategic design, human systems, visionary leadership, investment
evaluation, and solution architecture.
Application consulting areas are: Manufacturing for MRPII, DRPII, JIT,
TQM, CALS; engineering; semiconductor; and process. Office systems is
centered on Digitals ALL-IN-1 product. Electronic data interchange
consulting includes all aspects of EDI.
Technology consulting includes DECtp, database design and
implementation, and networks and telecommunications. Informations
systems offers programs on computing resources management, CASE,
Performance and capacity, security, and migration.
Facilities management services offers a range of outsourcing solutions.
Installation and startup services are available.
Service delivery
Digital has invested heavily in state-of-the-art delivery systems
emphasizing remote problem solving, using a broad range of tools and
technologies. This approach is believed to significantly reduce costs
while providing increased levels of quality support and customer
satisfaction.
Digital prefers to support all of its customers directly. Unlike many
others in the industry, Digital strives to provide multivendor support
with its own employees rather than subcontract.
From Selling Against the Competition Competitive Binder, 5091-6465E,
9301
Associated files: decspt.doc
DEC Support