User Guide

Table 2. Operational tasks and responsibilities (continued)
Task Dell Technologies Customer
Change management
● Provide customer access to view
change records.
● Initiate change requests through a
change control process within the
Dell Service Management Ticket
Portal.
● Implement Dell-responsible approved
changes.
● Perform system changes to resolve
incidents.
● Coordinate and support software and
code upgrades.
● Maintain technical and operational
procedures and work instructions.
● Select the fixed monthly change
and maintenance window for system
updates.
● Request capacity addition and/or
removal within the Dell portal.
Security operations
● Implement and maintain Dell
hardening strategy and controls.
● Review progress and results.
Access management
● Manage access to the Dell-controlled
environment and update passwords
per Dell security requirements.
● Maintain technical and operational
procedures and work instructions.
● Maintain remote connectivity.
The following tables indicate roles and responsibilities performed by the Customer’s and Dell’s management personnel. These
tasks are typically performed on a weekly or monthly cadence unless otherwise noted for special circumstances.
Table 3. Cross competency tasks and responsibilities
Task Dell Technologies Customer
Capacity management
● Provide capacity management
reports using CloudIQ.
● Upgrade and increase capacity based
on demand and customer-provided
forecast usage into the customer
environment.
● Maintain technical and operational
procedures and work instructions.
● Maintain customer-owned capacity
management processes and policies.
● Provide capacity forecasts of at least
six-months based on business needs
to Dell.
Continuous improvement
● Review alerts, thresholds, product,
and code changes for each new
product update.
● Recommend any changes for alerts,
thresholds, technical procedures,
process procedures, and standard
configurations.
● Review published DTA, DSA, and
FCO notifications.
● Assess impact and recommend any
changes or upgrades based on DTA,
DSA, and FCO notifications.
● Review progress and results.
Account management
● Establish the customer governance
model.
● Provide ongoing focus on
service performance and delivery
accomplishments.
● Provide oversight of end-to-end
environment code currency and
● Review progress and results.
4 Roles and responsibilities