Delivering services in a framework
Posted: Mon Dec 23, 2024 8:26 am
Helping your customer by maintaining and optimizing their IT infrastructure is not a heroic act by a single trusted advisor. While it is a unique and special relationship with your customer, the services provided are often based on a set of customer experiences.
To ensure that these best practices are duplicatable, companies compile them into a library and reconfigure them into general procedures for practices such as problem management or service continuity.
Service Value Chain – What is ADF
Within the Account Management Delivery Framework (ADF), we have linked a dozen key practices in our Service Value Chain (SVC). The ADF is based on the success of customer experiences, meeting their needs and improving their solutions. These key practices are divided into five pillars: Demand, Engagement, Delivery, Service and Value.
Demand : Through customer relationships, we can understand the business objectives how to get uk number for whatsapp and IT requirements of complex solutions. We establish and maintain key contacts at the appropriate level of the organization and define and improve support services and automation tools.
Engagement : Through collaboration, we proactively identify gaps between customer IT needs and Dell Technology’s offering. We determine common goals for aligning practices.
Deliver : With prevention, we progress with operational efficiency and system maintenance automation, leading improvement activities within client environments. Our goal is the adoption and delivery of best practices.
Serve : We support and serve our customers through a single point of accountability for Dell Support Services and report on results by reviewing ProSupport Plus best practices, ensuring proactive support services and field operations.
Value : We make our customers happy
For example, as a result of patching a hard drive to different customers to resolve the same issues, a trend analysis is initiated . Another department may investigate the root cause of this behavioral trend and conclude that the failure originated from a certain production batch. To prevent further problems, a proactive field replacement would be a permanent corrective action for any affected IT infrastructure solutions containing drives from this batch. By replacing them, potential problems can be avoided.
Combining the practices described above, incident and problem management, change control and field operations into one chain creates additional value for Dell Technologies customers.
Compared to the ITIL4© service value chain, the two elements “ Demand ” and “ Value ” have been integrated. The reason is that certain practices around customer onboarding and satisfaction are integrated elements within Dell Technologies Account Management Services.
To ensure that these best practices are duplicatable, companies compile them into a library and reconfigure them into general procedures for practices such as problem management or service continuity.
Service Value Chain – What is ADF
Within the Account Management Delivery Framework (ADF), we have linked a dozen key practices in our Service Value Chain (SVC). The ADF is based on the success of customer experiences, meeting their needs and improving their solutions. These key practices are divided into five pillars: Demand, Engagement, Delivery, Service and Value.
Demand : Through customer relationships, we can understand the business objectives how to get uk number for whatsapp and IT requirements of complex solutions. We establish and maintain key contacts at the appropriate level of the organization and define and improve support services and automation tools.
Engagement : Through collaboration, we proactively identify gaps between customer IT needs and Dell Technology’s offering. We determine common goals for aligning practices.
Deliver : With prevention, we progress with operational efficiency and system maintenance automation, leading improvement activities within client environments. Our goal is the adoption and delivery of best practices.
Serve : We support and serve our customers through a single point of accountability for Dell Support Services and report on results by reviewing ProSupport Plus best practices, ensuring proactive support services and field operations.
Value : We make our customers happy
For example, as a result of patching a hard drive to different customers to resolve the same issues, a trend analysis is initiated . Another department may investigate the root cause of this behavioral trend and conclude that the failure originated from a certain production batch. To prevent further problems, a proactive field replacement would be a permanent corrective action for any affected IT infrastructure solutions containing drives from this batch. By replacing them, potential problems can be avoided.
Combining the practices described above, incident and problem management, change control and field operations into one chain creates additional value for Dell Technologies customers.
Compared to the ITIL4© service value chain, the two elements “ Demand ” and “ Value ” have been integrated. The reason is that certain practices around customer onboarding and satisfaction are integrated elements within Dell Technologies Account Management Services.