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Learn how you can enable remote monitoring of hardware environments, automatic data and log collection, proactive notifications, and case creation with SupportAssist. Decrease time spent troubleshooting and accelerate time to resolution. Dell SupportAssist has the power to make your life easier. Find out more here: http://del.ly/DellSupportAssist
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Global Support & Deployment Serviceswith SupportAssistHands-on Lab 8
2013
2013
Dell SupportAssist overviewWhat is it?Enables remote monitoring of hardware environments, automatic data and log collection, proactive notifications and case creation
Management consoles include: OpenManage Essentials (OME), Microsoft System Center Operations Manager (SCOM) and EqualLogic SAN HQ
What does it do?Decreases time spent troubleshooting and accelerates time to resolution
Provides an enhanced support experience
How is it delivered?A standalone application for Microsoft SCOM
Integrated with OpenManage Essentials 1.2 and EqualLogic SAN HQ
2 2013
2013
Deployment and SupportAssist Lab
Agenda• Deployment best practices:
Value of optimized configuration• Considerations for engaging
Services expertise for integrations
Data migration methodologies• Different types of migrations
(Block/File)• Different methods (Appliance,
Host, Array)• Pros/Cons• Demonstration/ComparisonSupportAssist demonstration• Failure • Notification • Case creation
• Developed OME and SupportAssist training since pre-beta
• ProSupport Plus Master Engineer
• 12 years with Dell
Victor Waelchli
• 8 years with Dell• 15 years of storage
experience• 20+ years of IT Industry
experience
Rui Da Rosa – Global Storage Services Deployment Lead
• VMware Certified Design expert (#48 of 105)
• 9 years with Dell• 15 years of IT Industry
experience
Kyle Husted: Master ProSupport Engineer
2013
Deploy efficiently with Dell ServicesMaximize investment, improve stability and enable productivity
Servers Storage Networking
• Rack deployment• Installation and integration• Upgrade service• Software installation
and configuration• Virtualization• Converged infrastructure
integration
• SAN and NAS configuration • SAN and NAS integration• Data Migration• Replication and Backup
• Installation, cable and label• Routing and switching
configuration• Wireless LAN installation
and configuration• Security and access configuration• SonicWALL
Configuration Integration MigrationLogistics
4
2013
Data migrationC
ost
Speed & flexibility
• Same HW/vendor• Integrated SW – no licensing• One OS, single fabric• Slow but easy
• Vendor agnostic• Additional SW and licensing• Some OS limitations, single fabric • Faster, slightly more complex
• Vendor agnostic• Additional HW, SW and licensing• Fewer OS limitations, multi-fabric• Fastest, most complex
Array
Host / file-
based
Appliance
Other considerations:Online / offlineNon-disruptive
2013
Traditional support vs. SupportAssist
“I’ve never experienced better IT support than from Dell. It’s also truly proactive, anticipating problems and dealing with them before they occur.” John Billington, Hugh Baird College, UK
Identify issue
Fault occurs
Contact Dell
Verify entitlement
Transport data
Open case
Trouble-shooting
Find phone number
Provide details
Upload diag data to Dell
Provide details
Phone and email exchange
Traditional customer experienceMultiple manual steps
SupportAssist customer experienceStreamlined path to resolution
Detected through SupportAssist
Fault occurs Troubleshooting
Dell contacts customerafter reviewing data
Data transported and case created automatically
Customer
Customer
6
2013
1 Remote monitoringof critical hardware alerts
2 Automated log & hardware configuration collection
Automatic support case creation
4 Customer is notified
Monitored systems with OME/SupportAssist
5Parts dispatch (if required; with consent)
Customer premises
Customer contact
How Dell SupportAssist works
3
Dell
2013
Deployment Services informationDell.com/Services
Tool for finding the right services
Easy to use navigation
Organized information
Enterprise Deployment information
Data Migration videoCustomer case study: Rio Salado CollegeCustomer case study: The Doctor’s Clinic
Deployment Questions?
Onsite: [email protected]
Remote: [email protected]
8
2013
SupportAssist information & download linksDell.com/SupportAssist
SupportAssist Community Group, find:User and Quick Start GuidesSupported Products matrixVideo TutorialsFrequently Asked Questions (FAQ’s) Environment Systems Management
ConsolesDownload
Dell Enterprise: PowerEdgePowerVaultPowerConnectForce10 - S4810
OME 1.2 Download OME1.2 with SupportAssist within Bundle
Dell Storage:EqualLogic
SAN HQ Go into the SAN HQ console and click on SupportAssist within configurator; SAN HQ User Guide has more detail
Dell Servers:PowerEdge
Microsoft (SCOM)Systems Center Operations Manager
1. Download Dell Server Management Pack Suite v5.0.1 for SCOM
2. Download SupportAssist for Microsoft SCOM
9
2013
Let’s get started
View• Attend the Expo to explore solutions in more
depth
Visit• Attend related sessions
Engage• Discuss projects and technologies with subject
matter experts throughout the event
Schedule• Request a whiteboard session on
virtualization, convergence, or cloud• See live demos at a Dell solution center near
you
