Dell Remote Monitoring

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ALERT MANAGEMENT

Key features of our alert management include:

Health by customer, device, service offering and group
View hundreds of customers or devices on a single screen
Proactive paging via email, cell phone, or pager
Support for time-based and supporting shift notifications
Support for call escalation
Assign ownership over issues
Define and manage issue severities
Support for assigning, acknowledging, adding notes, and more
Track and report on full history of issues, including issue responsiveness
Integrated knowledge base to remediate alerts
Integration with 3rd party help desk and CRM systems such as Connectwise, ServiceNow and Magic

You and your team need to manage the full life cycle of customer issues, from opening a ticket to issue resolution. Whether you are using a 3rd party ticketing system, or looking to manage your issues entirely within the Dell Remote Monitoring platform, we have the solution you need.

Dell provides comprehensive alert management. Our operations-driven dashboard allows you to see the health of customers, devices, and services at a glance. Policies allow you to control the severities of alerts, ensuring your team clearly understands your priorities for the issues they manage. Advanced notification rules allow you to notify your customers or staff wherever they are, even providing integrated support for managing shifts and call escalation. And our integrated knowledge base provides your team links directly from an alert to a relevant knowledge article in order to jump-start their research and reduce their call work times.

Dell provides full support for integrating our alert management into an existing ticketing or help desk system. We provide support for most of the popular products used today – including Connectwise, ServiceNow, and Magic. Through our professional services team, we also provide support for additional products, including proprietary systems.

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Nashua, NH 03062
Toll Free: 877-745-5775

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