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WHITE PAPERDELL LIFECYCLE HUBSimplify device lifecycle managementfor a high-quality work-from-anywhereexperience that maximizes employeeproductivity and reduces IT complexity

EXECUTIVE SUMMARYHybrid work models that embrace work from anywhere (WFA)principles have been discussed widely for years. Regulartelecommuting grew 216% between 2005 and 2019,according to reporting by GlobalWorkplaceAnalytics.com.1Then the COVID-19 pandemic accelerated the adoption ofhybrid work models.While many organizations continue to define the future shapeof their workplaces, it is clear that WFA is here to stay. IDCpredicts that “by 2023, digital transformation and businessvolatility will drive 70% of Global 2000 organizations todeploy remote or hybrid-first work models.”2WFA adds complexity to existing challengesLarge commercial and enterprise organizations face multiplechallenges as they refactor innumerable processes to meetthe needs of highly distributed workforces. The natureof WFA introduces significant additional factors to whatwas already a complex management environment. WFAcreates gaps in the user experience and a new set ofconcerns for businesses.IT assets such as PCs and mobile devices are highly dispersedwith multiple storage locations. New hires must be quicklysupplied with complete starter kits, including peripheralsand monitors, to get to work. If employees change roles,their devices frequently require refreshment or replacement.Devices break, are lost, and sometimes stolen, renderingvaluable employees inactive. Assets must also be retrievedwhen someone leaves the company. Hardware has a lifecycle.It gradually decreases in value and utility as time passes andkeeping up is a challenge.While many of the recent issues confronting IT departmentsare not wholly new, they do become exponentially moredifficult when a company’s workforce works from anywhere.IT departments are forced to dedicate increasing amounts oftheir valuable time managing the company’s device inventory,leaving less time for important business priorities and strategicinitiatives that can unlock the value of data resources, enhancecustomer experiences, and create new business opportunities.MULTI-VENDOR DEVICE LIFECYCLEMANAGEMENT SERVICEManaged services are cost-effective solutions to address awide variety of operational requirements. IT is no exception,with IT service providers enabling companies to weatherchange and increase focus on core competencies. The deviceinventory management challenge is well-suited to third-partymanagement. Until now, the sheer scale and scope of theissues have meant no single provider has stepped to the forewith a comprehensive solution. At best, companies have hadto contract with and manage multiple service providers toaddress narrow pieces of the device lifecycle puzzle.That has all changed with Dell Lifecycle Hub, which combinesconfiguration and deployment services with warehousing andinventory management expertise into a cohesive end-to-endsolution. With included return, repair, whole unit exchange,and refurbishing services, Dell Lifecycle Hub helps keepemployees working and maximizes use of device inventory.Lifecycle Hub provides large corporate and enterpriseorganizations with two critical benefits. It dramaticallysimplifies the management of an organization’s end-userdevice fleet and provides the highest-quality end-userexperience for workers.Figure 1. WFA amplifies multi-vendor device lifecycle management challengesMulti-Vendor Device Lifecycle Management ChallengesUser experience gapsBusiness problemsDay one ready to work witha properly configured PCNot enough time or IT resource toefficiently manage PC lifecycleProlonged downtime due toPC break fix issuesPC inventory management across multiple locationsDifficult process refreshing to new technologyEmployee productivity and satisfactionwith their PC experienceReturning company PC when contractis over or leaving the companyMaximizing the value ofPC investment over the full lifecycle2

Figure 2. Lifecycle Hub provides an end-to-end multi-vendor device lifecycle management solution.Warehouse InventoryManagementBulk & IndividualOrders/RequestsAsset Retirement& DispositionShipping& ReceivingKitting & OrderConsolidationInventory Tracking& ReportingLIFECYCLEHUBConfigurationServicesDevice Repairwith ExchangeHarness Dell Business Expertise to Serve YourBusiness NeedsLifecycle Hub consolidates a broad swath of Dell’s globallyrecognized, proven business capabilities, including supplychain management, deployment, support, repair and IT inventorymanagement. Integrating these strengths into a single physicallocation enables Dell to provide an end-to-end lifecycle solutionthat eliminates the need for IT departments to otherwise workwith multiple vendors for outsourced managed services.The solution optimizes the use of end-user devices anddelivers a ready-to-work experience for an organization’sentire range of workers while relieving busy IT departmentsfrom the time-consuming task of device lifecycle management.Consolidation Drives Efficiency, Security, Speed,and ProductivityUsing a single centralized Dell-managed facility enables Dell to reduceIT complexity and streamline all phases of lifecycle managementfrom the time a device enters service through the end of life.The highest levels of ISO 9001, ISO 14001 and TAPA A securitycertifications, as well as Health and Safety (OHSAS) and AEOstatus are maintained at the facility. An extensive cameranetwork throughout the warehouse is used to oversee operationsand access points. Airport-style security screening at everyaccess point is required for all staff members entering or exiting.Dell Lifecycle Hub manages customer-owned or leased enduser devices, including both Dell and third-party devices.Comprehensive inventory controls enable Lifecycle Hubto quickly and efficiently shift devices between workers asroles and requirements change. As part of the Lifecycle Hubdelivery, customers will have regular communication with theservices account manager who provides visibility of assetsunder management through use of reports. This relationshipis established early and is critical as it enables managers tooptimize device inventory as business needs change.Lifecycle Hub simplifies the device lifecycle managementprocess and delivers a highly-supportive IT experience foremployees to ensure they’re always ready to work, no matterwhere they are located. Lifecycle hub addresses the growingwarehouse and inventory management challenges posedby the hybrid workplace. Dell makes it easy to handle thetechnology needs of all workers from a single location whilemaximizing end-user device utilization.Dell Lifecycle Hub CapabilitiesStore Warehouse Management – Manage all warehouse activities Inventory Tracking & Reporting – Track all deviceorders/requests between Lifecycle Hub and end users Shipping/Receiving/Kitting – Perform all required fulfillmentof service requests for devices and required peripherals New Hire Kits – Maximize day one productivity andexperience of new employees Device Returns – Coordinate device returns when anemployee departs to ensure optimal device utilization Whole Unit Exchange – Send a working device out inadvance of the return of the defective unit.System Configuration Imaging – Standard BIOS and imaging services Connected configuration – Traditional method for loadingcustomer images with systems management software Modern provisioning – Cloud-based configurationservice for loading customer imagesClean, Refurbish, and Retire Cosmetic Refurbishment – Rework used devices to likenew condition for reuse at a future date Repair – Repair a broken device as part of the supportentitlementStandard Add-Ons Available Standard Asset Tagging – Customer supplied, orsupplier generated asset tag Asset Recovery Services – Addresses resale/recyclingneeds for device end of life process3

IMPLEMENTING LIFECYCLE HUBLifecycle Hub is designed for easy implementation and offers asubscription-based monthly or pay-in-full plans to align with acompany’s planning requirements. A comprehensive onboardingprocess includes working closely with stakeholders to assurecustomer success. After a thorough discovery process to identifyassets, Dell works with a company’s inventory managers toconsolidate their inventory into the Lifecycle Hub facility.ITSM platform, Lifecycle Hub automatically manages theentire process. The new configured device is shipped outwithin 48 hours, and a return label is provided for the worker'sprevious equipment. When the old equipment returns to thehub, it is thoroughly evaluated, then either refurbished forredeployment to another worker or sustainably processedif it no longer has value for the company.Device failure or damageDell’s Lifecycle Hub specialists collaborate with the organization’sIT, HR, and other teams to develop personas for specific roles.These descriptions align with standardized kits that includecomputers, peripherals and related accessories. Thesepersonas can be reconfigured or adapted as needs change.Once implemented, Lifecycle Hub receives requests directlyfrom a company’s existing, IT service management (ITSM)platform (ed. ServiceNow). Following are some commonDell Lifecycle Hub use cases:Minimizing the downtime of valuable employees is criticallyimportant. Lifecycle Hub will ship a replacement devicenext business day, pre-configured and ready to work, rightout of the box. The employee is provided with a prepaidshipping label to return the failed unit to the Lifecycle Hub.The device is evaluated for repair and return to inventory ordisposition. Lifecycle Hub’s whole unit exchange process,sends systems promptly so employees can return to workwith minimum disruption.New hiresEmployee departureLifecycle Hub ensures that new workers hit the groundrunning from day one, whether they’re working from home,the office, or on the road. A request is generated upon hiringby the company’s ITSM platform, identifying the correct predetermined persona based on the new hire’s role. The ITSMforwards that request to Dell Lifecycle Hub, pulling the rightkit from inventory. The system is configured and packaged forshipment to the new hire. The equipment ships out within 48hours and arrives at the correct location in time for the newworker’s start date. All that is left for the worker to do is followthe company’s standard instructions for booting the newmachine and connecting to the company’s network.When employees leave the company, Lifecycle Hub helps tosecure company data and ensure that valuable assets canbe redeployed quickly. After the request from the company’sITSM system is received, an empty shipping box and a returnlabel are dispatched to the former employee. Returned devicesare then thoroughly evaluated, then repaired as needed forreturn to inventory or sent for disposition.Role changes and device refreshesWhen current employees have a role change or their deviceshave reached their end of life, they may require a devicerefresh. Once a request is received by the company’sSustainable device dispositionHaving an end-of-life strategy for devices is important. Oncean asset is ready for disposition, Lifecycle Hub ties directlyinto Dell Asset Recovery Services, a service designed toassist an organization with data removal and environmentallysustainable disposal of its equipment. Dell Lifecycle Hub helpsorganizations establish an efficient process for responsiblyretiring legacy devices while keeping data safe.4