Dell Remote Monitoring

The risks and responsibilities of Independent Software Vendors (ISVs) are shifting from product development to service delivery. Rather than simply being responsible for the basic functionality of a software solution, customers are demanding that ISVs ensure the availability and optimal performance of their applications. However, in many cases customers’ application performance problems are not due to issues with the software, but instead the result of poorly configured systems within the customers’ IT environment.

Nonetheless, customers will often blame their ISVs when performance problems persist. And, with the growing assortment of software alternatives, including those from a new generation of software-as-a-service (SaaS) providers, ISVs are being forced to handle a broader set of costly technical support responsibilities to retain their customers.

The Dell white paper, "Secrets to Reducing ISV Support Costs", provides real-world, case study examples of ISVs successfully employing an automated management platform to create an environment dominated by proactive response and call avoidance with significantly reduced support costs.

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