Dell Positioned in the Leaders Quadrant of Leading Analyst Firm’s Magic Quadrant for Help Desk Outsourcing
04 4월 2011 - 10:00PM
Business Wire
Dell today announced it has been positioned by Gartner, Inc. in
the “Leaders” quadrant of its 2011 “Magic Quadrant for Help Desk
Outsourcing, North America” Report*.
Gartner defines Magic Quadrant Leaders as those who “are
performing well, have a clear vision of market direction and are
actively building competencies to sustain their leadership
positions in the market. All these providers have demonstrated that
they have significant help desk outsourcing experience and
understand the dynamics needed to deliver help desk services
successfully. Experience weighs heavily in the Leaders
quadrant.”
Dell utilizes an IT Infrastructure Library (ITIL)-based best
practices and systems approach to deliver Service Desk solutions
from a network of delivery centers across four continents,
including 24x7 multi-language support across numerous channels of
access for a wide assortment of technical, application, and
business support functions.
Dell’s Help Desk outsourcing operations currently handle 10
million contacts annually, representing more than 50 percent growth
in volume over the previous year. Dell leverages core competencies
of infrastructure, end user computing and best practices in its
Help Desk operations, with the goal of trying to exceed industry
standards of first call resolutions, customer satisfaction and
overall ITSM practices.
For more information on Dell’s managed infrastructure services,
visit
http://content.dell.com/us/en/enterprise/by-service-type-it-outsourcing-and-managed-services.aspx.
*Gartner “Magic Quadrant for Help Desk Outsourcing, North
America, 2011” by Bill Maurer, Bryan Britz, Helen Huntley, David
Ackerman, 2011.
Quote
“A key component of Dell’s ability to deliver valuable solutions
for our customers is our high-quality, cost-effective global
network of help desk capabilities. We are proud to be a Leader in
Gartner’s Magic Quadrant Report and for the consistent quality
performance and customer commitment we believe earned that
position.” -- Anurag Jain, vice president, Dell Services
Delivery.
About DELL
Dell Inc. (NASDAQ: DELL) listens to customers and delivers
innovative technology and services that give them the power to do
more. Dell Services develops and delivers a comprehensive suite of
services and solutions in applications, business process,
consulting, infrastructure and support to help customers succeed.
Learn more at www.dell.com.
About the Magic Quadrant
The Magic Quadrant is copyrighted 2011 by Gartner, Inc. and is
reused with permission. The Magic Quadrant is a graphical
representation of a marketplace at and for a specific time period.
It depicts Gartner's analysis of how certain vendors measure
against criteria for that marketplace, as defined by Gartner.
Gartner does not endorse any vendor, product or service depicted in
the Magic Quadrant, and does not advise technology users to select
only those vendors placed in the "Leaders" quadrant. The Magic
Quadrant is intended solely as a research tool, and is not meant to
be a specific guide to action. Gartner disclaims all warranties,
express or implied, with respect to this research, including any
warranties of merchantability or fitness for a particular
purpose.
Dell is a trademark of Dell Inc.
Dell disclaims any proprietary interest in the marks and names
of others.
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