DEC-DesktopServiceSolutions

This document, "Digital's Desktop Service Solutions," outlines Digital's comprehensive services designed to maximize desktop productivity in a multi-vendor computing environment.

The document addresses key challenges organizations face, including:

• The difficulty for in-house IT departments to support a growing volume of diverse desktop equipment and users, often with limited resources.
• The need for users to maximize productivity, understand new technology, troubleshoot problems, and integrate their desks into the enterprise network.
• Compatibility and standardization issues arising from standalone "islands" of computing and the challenge of integrating multi-vendor hardware, software, and networks.
• The cost and inconsistency of relying on multiple support vendors.

Digital's solution provides end-to-end multi-vendor support (hardware, software, and networking) across the entire product lifecycle, from planning and design to ongoing management. Key service components include:

1. Start-Up Services: Installation, pre-assembly, verification, delivery, and user orientation for new desktop equipment and applications.
2. Direct Access Advisory Services: Phone support providing technical expertise for software, network integration, and general "how-to" questions, including remote diagnosis.
3. Maintenance Services: On-site remedial maintenance for equipment failures, including a Desktop Servicenter model for efficient repair.
4. Integration Services: On-site configuration, hardware/software installation, and testing to integrate standalone, multi-vendor systems into a networked enterprise.

Digital emphasizes its leadership in multi-vendor service and support, leveraging a global support organization, extensive experience, and significant investments in infrastructure to offer a single point of contact for managing desktop environments, ultimately aiming to increase end-user productivity and satisfaction.