Dell ITSM Journey Enterprise Tools, Service Desk, Change and Release2 ? Dell By the Numbers ? ITSM Journey ? ITSM Processes ? Dell Portal Agenda3 IT Operations Scenario 950 catalog items with 75K order requests per month Over 140K team members supported across 180 countries 9K resources supporting requests 9 languages supported Only 10% automation on Service Desk prior to ITSM consolidation Integration of 2 different Service Desk models for Dell and EMC 216K total requests per month4 The Journey of Dell’s ITSM Ticketing System Before the Dell/EMC merger • Multiple ticketing systems and licensing • Different processes and organizational models • Different HR systems and data foundation • Unique integrations for EMC and Dell • Different SSO and Login • Unique catalog and ordering s

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