Dell Recognized as a Leader by IDC MarketScape: Worldwide Hardware Support Services

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Dell Technologies has been recognized as a Leader in the IDC MarketScape: Worldwide Hardware Support Services 2025 Vendor Assessment, reflecting the strength of its current capabilities and long-term strategic direction.

• The recognition highlights how Dell uses AI-driven observability and intelligent automation to reduce downtime, accelerate issue resolution and give IT teams greater visibility across their infrastructure environments.

• We believe for enterprise IT leaders evaluating or reassessing support models, this recognition provides a credible, third-party data point worth factoring into the decision.

The stakes have never been higher

IT teams are operating under pressure that would have been unimaginable a decade ago. AI and generative AI initiatives are accelerating the pace of infrastructure change. Business leaders expect faster outcomes. And the cost of unplanned downtime, in lost productivity, revenue and reputation, continues to climb.

That is why we believe Dell’s recognition as a Leader in the 2025 IDC MarketScape: Worldwide Hardware Support Services Vendor Assessment carries real significance. This designation is not an award to just hang on the wall. It is independent recognition that highlights Dell’s strengths:

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Investments in telemetry intelligence embedded in the systems, and AI and GenAI provide Dell with the ability to streamline support delivery and resolve cases faster. This frees IT teams to focus on strategic initiatives by automating routine monitoring and optimization tasks.

• A unified services portfolio (in Dell ProSupport) that spans all Dell Technologies products makes it easy for customers to choose services that are right for their needs.

• Proactive monitoring and predictive support reduce the likelihood of disruptions.

• Resources to provide globally consistent support through training programs, distribution networks and the partnership ecosystem.

Read the full IDC MarketScape report

What we believe Dell’s recognition means for your operations

The IDC MarketScape evaluates strengths across current capabilities and strategic direction, and how both align with where enterprise customers are headed. But what matters most to IT decision-makers is what Dell’s support actually does for their environments today. Here is what that looks like in practice.

Fewer disruptions, faster resolutions, powered by AI — Problems don’t wait for a convenient moment, and neither does Dell. Intelligent automation continuously monitors your infrastructure, separating real threats from noise and pre-staging diagnostic context before a support specialist ever steps in. When troubleshooting begins, AI-driven models surface the most relevant resolution paths in real time, helping to compress triage, eliminate back-and-forth and dramatically reduce average time to resolution. The result: less firefighting for your team and more focus on what moves the business forward.

Clarity replaces guesswork — Many IT teams operate in reactive mode, responding to what breaks rather than anticipating what is coming. Dell’s AI-driven observability and management tools change that equation, delivering continuous intelligence across your infrastructure so inefficiencies, performance gaps and emerging risks surface before they escalate. Support stops being a cost center you call when things go wrong. It becomes a strategic lens on your entire environment, always on, always ahead.

World-class expertise, AI-amplified and globally scaled — Dell’s support model is built on a straightforward but powerful premise: AI makes experts better, not redundant. Intelligent automation absorbs routine work so Dell’s support specialists can focus where human judgment matters most. Our deep technical expertise scales globally, with remote and onsite specialists ready to intervene the moment hands-on support is needed. Wherever you operate, whatever the stakes, the right Dell expertise is within reach.

Support that meets you where you are

We believe Dell’s current capabilities are the foundation of the IDC MarketScape recognition, but the work does not stop there. Dell is continuously building and refining the support experience to give customers more control, more flexibility and more ways to get the help they need.

That means smarter self-service options for teams that want to move fast independently, seamless escalation paths when expert intervention is required, and integrated tooling that keeps information flowing in and out of your existing service management workflows. The goal is a support experience that fits how your organization actually operates, not one that forces you to adapt to it.

The bottom line for enterprise IT leaders

In a mature market where most vendors claim strong support capabilities, independent validation carries real weight. If your organization is evaluating support options for your data center infrastructure, or reassessing whether your current support model is truly protecting your most critical assets and data, we believe Dell’s recognition as a Leader in the 2025 IDC MarketScape is a strong signal worth exploring.

Read the IDC MarketScape: Worldwide Hardware Support Services 2025 Vendor Assessment excerpt to see exactly why Dell was named a Leader, and then explore Dell Support Services for Infrastructure or connect with a Dell services expert to see what the right support strategy looks like for your environment.

SOURCE: IDC MarketScape: Worldwide Hardware Support Services 2025 Vendor Assessment (Doc# US53830325, October 2025)