Doug,
Hi!!!
Thanks for the kind words...
Did you see this announcement today...pardon me if someone else has posted this but I wish everyone would read it very carefully...
When I snuck into Chelsea Pier to see Michael (NYC..during the EXPO)I got a chance to hear him talk to all these executives that were the buying folks from corporations that dealt with DELL...He mentioned that DELL was currently working on an even better means of servicing the customers ...actually bettering the 2-4 hour service...This IMO is huge...Imagine being a business that can have this available..Just amazing what happens if you listen to the DELL management...
YOU CAN'T AFFORD NOT TO DO BUSINESS WITH DELL...
Best, Kemble
DELL : DELL COMPUTER CORP (NASDAQ) All Headlines
Dell Takes Systems Management and Product Support to the Next Level With OpenManage Resolution Assistant
New Software Speeds Problem Resolution Through Automation
ROUND ROCK, Texas--(BUSINESS WIRE)--Aug. 23, 1999--Dell Computer Corporation (Nasdaq: DELL), the world's leading direct computer systems company, today announced new systems management software that will simplify the management and support of Dell systems and shorten the time to resolution when product problems occur.
Called Dell(R) OpenManage(tm) Resolution Assistant, this new software uses ground-breaking systems management technology that is designed to automatically identify a problem or a potential problem, conduct a diagnosis, and offer a suggested remedy to support technicians via the Internet. In some cases, Resolution Assistant can even execute a fix for the problem without user involvement, making problem resolution transparent.
Resolution Assistant helps customers increase the accuracy of problem diagnosis; reduce total cost of ownership (TCO) through comprehensive proactive support; and reduce configuration and software revision problems by maintaining a uniform computing environment.
Dell, the No. 1 PC supplier and the No. 2 server provider in the U.S(a), plans to roll-out this technology around the world in the coming months, targeting PowerEdge(R) servers first and then other Dell(R) systems.
OpenManage Resolution Assistant is available immediately on all Dell PowerEdge(R) servers sold in the United States and can be downloaded from dell.com. There is no charge for this software.
"OpenManage Resolution Assistant does two things for our customers," said Michael Lambert, senior vice president of Dell's Enterprise Systems Group. "It automates many of the time-consuming tasks associated with systems management and also helps take the product support experience with us to a new level."
Dell OpenManage Resolution Assistant is part of Dell's standards-based systems management strategy. Dell OpenManage is designed to give Dell customers choice in the systems management arena, while helping them gain more control over their computer systems. Dell extends its management capabilities through the Dell OpenManage Alliance, an alliance of leading systems management software companies. OpenManage solutions are designed to communicate and share information with third-party systems management frameworks and suites.
Dell OpenManage Resolution Assistant Details
Dell OpenManage Resolution Assistant is a robust problem management and diagnosis/repair application designed to reduce system downtime and provide improved service and support. With Dell OpenManage Resolution Assistant, administrators can perform intelligent self-diagnosis of problems on their machines and electronically request and receive support. With an Intranet connection, administrators inside the corporate firewall can remotely and automatically collect diagnostic data on a wide variety of server components. Those components can include: Central Processing Unit (CPU); memory; hard drives; SCSI and Fibre Channel storage subsystems and attached devices; operating system version; and system DLL and driver versions.
Dell OpenManage Resolution Assistant leverages underlying industry standards such as the Desktop Management Interface (DMI), Common Information Model (CIM) Schema, Windows Management Instrumentation (WMI) and Simple Network Management Protocol (SNMP).
Resolution Assistant takes electronic support from Dell to the next level by creating a collaborative support environment. When a customer chooses, Resolution Assistant can enable a bi-directional, secured and encrypted virtual private network between a customer and Dell Technical Support. Dell support experts can use the company's specific knowledge of each system shipped to the customer, coupled with recent status information fed by the server, to remotely diagnose and fix many systems, sometimes before a problem disrupts system performance.
In addition, integrated electronic "chat" technology allows the customer and Dell technical support experts to collaborate further. Resolution Assistant can also automatically notify system administrators when updated server software is available and identify which systems could benefit from the update, thereby helping to establish a uniform computing environment, helping make future software downloads and system support tasks easier.
The direct Internet connection to Dell support that is available using Resolution Assistant is established by the customer, through specific decisions to enable and configure that functionality within the software. Once enabled, the customer remains in control of network security and data access on each computer. All Internet exchanges between the customer and Dell Support are digitally encrypted using sophisticated technology that is part of Resolution Assistant.
Customers who do not choose to implement such a bi-directional Internet connection with Dell using the Resolution Assistant can engage Dell technical support in one of two other ways. Either a one-way, from customer-to-Dell Internet connection can be established, allowing diagnostic data to flow to Dell but not allowing Dell technicians direct access to the system, or standard e-mail can be used to exchange information back and forth. Either scenario allows the customer and Dell to work together more closely to identify and resolve problems.
About Dell
Ranked No. 78 among the Fortune 500 companies and No. 363 in the Fortune Global 500, Dell Computer Corporation is the world's leading direct computer systems company, based on revenues of $21.7 billion for the past four quarters. Dell designs, manufactures and customizes products and services to customer requirements and offers an extensive selection of software and peripherals. Information on Dell and its products can be obtained through its toll-free number 800/388-8542 or by accessing the Dell World Wide Web site at www.dell.com.
Dell and PowerEdge are registered trademarks, and Open Manage is a trademark of Dell Computer Corporation.
Fortune 500 is a registered trademark of Time Inc.
Dell disclaims any proprietary interest in the marks and names of others.
(a) Source: International Data Corporation, Commercial Systems and Servers bulletin. Rankings based on U.S. and Worldwide "PC Server Shipments by Vendor" for 1Q, 1999.
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