New Always On Support Services from HP. Customer Presentation

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New Always On Support Services from HP are the industry’s first IT support services architected for multi-vendor, converged and cloud environments. These services integrate the intelligent …

New Always On Support Services from HP are the industry’s first IT support services architected for multi-vendor, converged and cloud environments. These services integrate the intelligent technologies of the HP Converged Infrastructure together with innovative support services to proactively address problems before they occur, improve first time resolution rates and reduce downtime. Learn how Foundation Care Services, Proactive Care Services, Datacenter Care Services and Lifecycle Event Services can provide a support experience that is personalized, proactive and simplified.

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  • 1. New Always OnSupport Servicesfrom HPHP Revolutionizes Enterprise CustomerSupport for the Cloud Era© Copyright 2012 Hewlett-Packard Development Company, L.P.The information contained herein is subject to change without notice.
  • 2. AgendaRevolutionary Support Services• What is Driving the Revolution?• Old World Support vs. New World• HP’s Point of View and New Always On Support Services • Foundation Care • Proactive Care • Datacenter Care • Lifecycle Event Services• Summary2 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • 3. Data centers converging, increasing demanddriving more to the cloud Business Users Developers Individuals Storage Servers Power & Network cooling Traditional Public Management software Private3 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • 4. Old world support vs. new world support Old World New World • Who are You? • Know ME and let me get my support when, where and how I want it • IT Sprawl and Finger-Pointing • Make your support offering straightforward and provide a single point of contact • Forced Trade-off between high-touch (at • Get me to your best people fast high-cost) & low-touch (at low cost) • Reactive • Anticipate problems and resolve them proactively • Lock-In/Limited Choice • Support more than just hardware, support integrated platforms or better yet, my complete environment4 Always On Support from HP - Support for the New World © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • 5. Our Point of ViewRevolutionary Support in a Changing IT WorldIn today’s ever changing world of IT, yoursupport should be:• Personalized: Your vendor knows you and offers support when, where and how you need it.• Proactive: Leveraging products, tools and technology to avoid problems and optimize performance.• Simplified: Straightforward support choices and a single point of contact throughout the support experience.So you need to ask the question…If your IT environment ischanging, shouldn’t your Support Experience change too?5 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • 6. Delivering Our Point of ViewLeveraging Innovation HP ProLiant Gen8 Servers6 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • 7. SO WHAT DO WE BELIEVE?Revolutionary Support in a Changing IT World HP SUPPORT EXPERTS LIKE ROLFWe believe you need a direct connection to experts anytime anywhere. SCHUMACHER ARE ALWAYS ON. SO ARE THEIRWe believe routine problems should fix themselves. CUSTOMERS.We believe getting the most performance from your systems is not just your problem.We believe you want push-button simplicity from your technology and support.We believe you have more important things to do than patch management.We believe you want a choice in who delivers your best in class support.We believe in continuously giving more value from your support services, for less.We believe you deserve a superior customer experience. 7 HP Confidential
  • 8. New Always On Support Services from HPPersonalized, Proactive, Simplified Discrete System Support Environment Support Foundation Care Proactive Care Datacenter Care I need the systems I’m buying Fix my IT before it breaks. Keep Customize my support to address from you to keep running with my systems up to date. Give me my unique business needs. minimal downtime. direct access to your best people. Lifecycle Event Services Give me access to expertise to complement my team when and where I need it8 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • 9. NEW ALWAYS ON SUPPORT SERVICES FROMHPPersonalized, Proactive, Simplified Discrete System Support Foundation Care I need the systems I’m buying from you to keep running with minimal downtime.
  • 10. HP Foundation CareReliable & Consistent Support to keep the business up and running New Collaborative Existing Offer Software Existing OfferExisting Offer Hardware Support Support Plus Support Support & Reactive hardware Support Plus support + basic Reactive complex Reactive hardware software diagnosis software support 24 support only support, third-party and software Integrated reactive collaboration updates hardware and software support Enhanced support experience with Insight Remote Support & HP Support Center• Reliable, Simple and Affordable services with a wide range to suit your needs• Single number to call for HW and SW problems• Consistently delivered globally by HP experts and Authorized channel partners
  • 11. NEW ALWAYS ON SUPPORT SERVICES FROMHPPersonalized, Proactive, Simplified Discrete System Support Proactive Care Fix my IT before it breaks. Keep my systems up to date. Give me direct access to your best people.
  • 12. Proactive Care FeaturesA fixed set of technology enabled, remotely delivered, reactive and proactivedeliverables for Converged Infrastructure Virtualized Solutions Firmware/Software Management & Best Practice Advice Specific patch and software update recommendations Proactive Scan and Health Check Quarterly incident & trend reporting Rapid Access to Advanced Solution Center Single Point of Contact Local language, advanced solution skills Rapid engagement of CoE’s & Alliances as required Hardware and Software Support Advanced Solution Center Technical Solution Specialist ISV Software Support Insight Remote Support required (installation assistance provided)
  • 13. Proactive features: a different experienceDelivered by Technical Account Manager in the Advanced Solution CenterQuarterly incident reportSummary of any incidents to show trends that mightbe impacted by configuration or environment issuesTwice a year, Proactive Scan reportPlatform health check with recommendations, with30min discussion with Technical Account ManagerTwice a year, Platform RevisionManagementFirmware & software assessment and updaterecommendations, with 30min discussion withTechnical Account ManagerResult: You get expert advice &recommendations to help avoid problems andbetter manage their environment FW/SW Management & Best Practice Advice
  • 14. Proactive Care – Options to Enhance Customer Value PersonalizedOptions Skills on Demand Future Future Support Firmware/Software Management & Best Practice Advice Specific patch and software update recommendations Proactive Scan and Health Check Quarterly incident & trend reporting Rapid Access to Advanced Solution Center Single Point of Contact Local language, advanced solution skills Rapid engagement of CoE’s & Alliances as required Hardware and Software Support Advanced Solution Center Technical Solution Specialist ISV Software Support Insight Remote Support required (installation assistance provided)14
  • 15. New Always On Support Services from HPPersonalized, Proactive, Simplified Environment Support Datacenter Care Customize my support to address my unique business needs.15 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • 16. Datacenter Care-HP’s most flexible serviceofferingEnvironment Wide Entitlement Datacenter Care• Allows existing/ongoing equipment to be covered by Datacenter Care without explicitly adding Customize my support to address individual devices to a contract my unique business needs• Deliverables are individually sized and priced depending on your specific needs – not per Flexible and customizable, high- device pricing touch, a la carte; named• Devices can have any level of reactive & proactive support resources, enhanced call• Primary Service Provider support for experience, Primary Service Multivendor environments Provider; environment pricingEnhanced Call Handling• Provides access to the Mission Critical Solution Center for all devices covered* by the Datacenter Hyperscale, Multiv Care contract endor, Custom
  • 17. DATACENTER CARE STRUCTURE Unique Customer Datacenter Care Needs Building Blocks Fully customized support solution Sales/Solution Architect to meet Relationship Understand customer need customer needs Management Select Solution-specific playbook Customize effort and proactive price Priced based on with help of template need & usage Enhanced Call Handling Other Playbooks… Traditional Enterprise DC Configuration Cloud Computing and Pricing Tool Proactive Hyper Scale Service Provider Services High Performance Computing Solution-Specific Playbooks Pre-defined pursuit process Reactive and collateral for different customer segments Support Includes a Configuration and Pricing Template with recommended frequency/size of deliverables
  • 18. NEW ALWAYS ON SUPPORT SERVICES FROMHPPersonalized, Proactive, Simplified Lifecycle Event Services Give me access to expertise to complement my team when and where I need it
  • 19. Lifecycle Event Services A comprehensive, customer centric, end-to-end portfolio to help customers through the technology lifecycle TrainingStrategic Design and Ongoing Operations DeploymentDecision Making Planning & Optimization“I see an opportunity or “I know my IT strategy. “I have a detailed “Help me train “My environment is and keep my IT need to evolve my Help me design the solution and an up and running. Help environment. Help me solution and create an implementation plan. staff up-to-date me ensure I get the with the latestunderstand the options, implementation plan in Help me deploy and most value out of it.” value and benefits.” the context of my integrate it into my technologies, existing environment environment, reducing techniques and and business strategy.” disruption and IT Service minimizing future Management maintenance.” best practices.” 19
  • 20. LIFECYCLE EVENT SERVICESHP Lifecycle Event Services provides a comprehensive portfolio of Technical Per EventServices that brings together support and consulting services into one set of service offeringsand a differentiated customer experience – Global Expertise available LocallyStrategy Services Design Services Deployment Operational & Education Services Improvement Services ServicesHelp customers evolve their Help customers design Help customers deploy and Help customers adopt best Help customers keep theirIT infrastructure with our their new solution and integrate new IT solutions practices to enhance IT IT staff trained on newcomprehensive strategy develop an implementation processes and ongoing solutions and ITIL bestand planning services plan solution optimization practicesportfolio• Cloud discovery Workshop •Cloud System Matrix •Factory Express •Blade Technology and •ITIL 3.0 Certification Enablement Service •Onsite Installation and Toolset Assessment •Product Training• Hybrid Delivery Strategy Start up •Assessment Service for Storage Service •Optimization Planning •Virtualized Blade •SAN Servers Service for 3Par Deployment •ITSM Quick Assessment Networks• Data Center Strategy and •Global Standardized •Quick or Comprehensive •Software training •Predictive Wireless Site Deployment •Thermal Assessment Suse/RHEL Linux Roadmap Service Survey •Data Center Technology •Network Open Microsoft• HP Data Center Sourcing • Refresh Standards Readiness HP Insight SW •Relocation Service Assessment •Cloud System Matrix Strategy •Custom designed courses
  • 21. HP Revolutionizes Support Services - Summary• Customers’ IT is changing -- and their support should too• Always On Support Services from HP are the industry’s first architected for multivendor, converged and cloud environments• Services extend intelligent technologies built in HP Converged HP SUPPORT Infrastructure EXPERTS LIKE ROLF SCHUMACHER• Three levels of “Care” transform customers’ support experience, ARE ALWAYS ON. SO ARE THEIR making it more personal, proactive and simplified CUSTOMERS.The support evolution continues... And HP is leading the charge
  • 22. FOR ADDITIONAL INFORMATIONVisit: www.hp.com/go/careservices22 © 2011 HP Confidential