The document is an agenda for a meeting on high availability services. The first part of the agenda includes presentations on high availability services, business continuity solutions, and a Q&A session. The second part provides context on why organizations purchase high availability services due to issues like complexity, the need for continuous access, and the high costs of downtime. It then defines high availability and discusses HP's solution which includes technology, management practices, and services like Microsoft Authorized Premier Support.

2. agenda
achieving continuous computing
9:00 am high availability services
Dan Lalonde, marketing
program manager
9:45 am hp services – mission &
vision
Reg Schade, general mgr,
hp services
10:30 am break
10:45 am business continuity solutions
Bruce Saulnier, director
principal
11:45 am Q&A /draw

3. hp services
Daniel Lalonde
high availability services
May 29, 2002

4. Russell H.
Conwell …
the story that
changed his life
acres of
diamonds
Conwell, lithograph by George H. Walker & Co. By
courtesy of the Library of Congress, Washington, D.C.

5. …and losses go beyond revenue
$185
175
165
155
145
135
125
site goes down
shares down
30 points
$4 billion lost
in stock value

6. impact
profit = revenue – costs
revenue waived $3.9 million in fees
cost $18.8m IT investments
staff replaces CIO
goodwill
one user wrote:
"I love your newest feature. No
access to my auctions, no photos,
no bids, no searching, no
refunds…and no sales!"
competition “one click away”

7. agenda
•industry perspective
– reasons organizations purchase high
availability services
•defining high availability
– what exactly is it?
•the hp high availability solution
– Microsoft Authorized Premier Support (MAPS)
•summary
– industry perspective on high availability
services

8. reasons
organizations
purchase high
availability
services
industry perspective

9. what keeps you awake at night?
“keep my systems up and running”
ranked highest of IT
management issues
—Ernst and Young

10. #1. the resource crunch
(putting IT under pressure)

11. #2. change – the only constant
(keeping up with changes/shifts in technology)
•implementing new
technology
•meeting business
demands
•competitive
pressures/advantage
•more with less

12. Jim
Fahey
IBM Storage
Array
(Shark)
Tape
LibrarySAN
WWW
E-business
IntranetInternet
ASPsISPs
Edge of The
Network
#3. complexity (this is your life!)

13. #4. e-business
(it’s more than just e-commerce)
high availability
requirements
supply chain
management customer
relationship
management
enterprise
resource
planning
e-maile-commerce
Windows
2000
knowledge
management

14. e-business realities
• 9x5 business
• limited number
of competitors
• disaster recovery
• downtime
internal issue
• reactive service
before e-business
• 24x7xforever
• competitors – “one
click away”
• disaster prevention
• highly visible
downtime
• downtime avoidance
after e-business

15. summary
(why organizations buy high availability services)
50% 60% 70% 80% 90% 100%
72
72
76
78
90we rely heavily on the network
downtime is more visible now
we’re implementing major systems/applications
IT supplements internal capabilities
we use IT as a competitive advantage
source: Gartner Group

16. what exactly is
high availability?
a definition

17. defining high availability
features benefits
committed availability
application availability
systems availability
network availability
24x7x365 computing
continuous revenue
high productivity
high customer satisfaction

18. another way to define it …
high availability = pain avoidance
downtime = pain!!
• loss of revenue
• loss of end-user productivity
• loss of customer satisfaction
• loss of life
• failure to meet regulatory conditions

19. real downtime figures – “the nines”
(how much downtime can you afford?)
99.999% - 5.5 minutes
99.5% - 43.8 hours
partnership
proactive
environmental
arms-length
reactive
system-specific
time to resolve problem
99.9% - 8.8 hours
99.95% - 4.5 hours
99.99% - 53 minutes
100% - 0 minutes

20. the real cost of downtime
• lost direct sales
• stranded fixed costs
• penalties/fees
downtime = the sum of losses
for every $10,000 you see,
actual losses could be 10 times higher!!
 loss of reputation and
goodwill
 lost opportunities
 lost sales
 loss of potential
customers

21. the cost of downtime
source: Sunbelt Software
manufacturing 1 hour $ 28,000
retail store 1 hour $ 140,000
brokerage operation 1 hour $ 6,500,000
banking data center 1 hour $ 2,500,000
industry average 4 hours $ 330,000
industry downtime cost
•security related downtime
–90% of companies report breaches --
$265m
source: CSI/FBI crime study
•network related downtime
–$32.7m lost revenue and productivity
source: Infonetics Research
stock drops
3.9%
day after an outage or
security breach
source: USA Today

22. the hp solution to downtime pain
to keep you running… when
you can’t be down
high availability solutions

23. management
services
the hp high availability solution…
23
technology
 hardware and software
 clusters, SANs
 standardization
 availability assessments
 24x7 support (MAPS)
 proactive monitoring
 change mgmt best practices
 TCO implementation
 operations management
“finding the balance”

24. #1. technology – invent
(from palm top to non stop!)
HP NonStop
Server Systems
HP StorageWorks
HP AlphaServer
Systems
HP ProLiant
Server Systems
Network
Attached
Storage
HP
Services
Presario
iPAQ
Pocket PC
HP PA-RISC
Server
Systems

25. #2. management practices
(essential to ensuring high availability)
… The bug, it turned out, had been
discovered by the maker of the operating
system, Sun Microsystems Inc. And Sun had
alerted eBay and other users to a fix for the
bug -- but eBay hadn't installed it. Why not?
"Sloppy maintenance, basically," says
Maynard Webb, a veteran software engineer
brought in after the crash to oversee eBay‘s
day-to-day operations.
E-Commerce (A Special Report): Up & Running---Crash!
Why do sites go down -- and what can they do about it?
---- By Jason Fry - The Wall Street Journal via DowVision 22
Nov 7:00

26. #3. services
(for ensuring uptime all the time)
Microsof
t

27. MAPS – what is it?
Microsoft Authorized Premier Support is…
– a jointly-delivered, managed-support-solution
offering from HP and Microsoft, providing
customers with access to the incomparable
support resources from both organizations in
three key areas:
1. technical account management
2. technical services
3. technical support

28. MAPS – technical account mgmnt
• goal: provide personal account management to
ensure your unique high availability support needs
are always met
• approach: assign a named Technical Account
Manager (TAM) from hp to your company. TAM
services include…
• orientation and planning sessions
• initial meeting to establish expectations and form
productive relationships with your management
team
• environmental profile
• detailed picture of your environment enabling
proactive prevention
• usage reports
• details of support activity over the previous month
• status updates
• scheduled call or customer meeting

29. MAPS – technical services
• goal: provide proactive technical information to reduce
system management and support costs be preventing
problems before they occur
• approach: offer you access to the Microsoft (MS)
Knowledgebase:
• premier online – exclusive MS website with technical articles,
troubleshooting tools and guides; online access to hotfixes & servicepaks
• premier online CD – quarterly CD with white papers, product flashes
and product bulletins
• product newsflashes and bulletins – written by senior Microsoft
engineers covering all MS business products
• expert roundtables – access to presentation and discussions delivered
regularly by MS developers, product managers and senior staff
• Technet Plus Server Subscription – unlimited access to MS technical
information (MS Knowledgebase, resource kits, software library, service
packs and utilities
• critical problem alerts – email-based service warning of potential high-
impact problems

30. MAPS – technical support
• goal: provide fast, accurate solutions to Microsoft
and multivendor operational and product problems
• approach: provide different support offerings with
proper logging, tracking, reporting and escalation
mechanisms
• incident support
• gold MAPS
• silver MAPS
• problem logging, tracking and status reporting
• complete record of all support activity to assist you
in planning and reducing support needs
• escalation management
• hp and Microsoft TAMs use most appropriate
resources to ensure critical issues receive
maximum attention

31. MAPS – features/benefits
• hp Technical Account Manager (TAM)
• single point of contact to access hp and Microsoft
resources
• TAM interaction ensures knowledge of your business (more
insightful proactive and reactive approach)
• escalation procedures
• hp TAM manages call through to closure (holistic approach)
• severity levels
• call criticality
• call resolution
• status and usage reporting
• provides view of where problems are occurring (contributes
to better proactive planning to prevent downtime)
• jointly-delivered service
• best-in-class service from hp and Microsoft (single point of
accountability – hp!)
• multivendor support (SPL – 125+ products supported)

32. summary –
industry
perspective
on high availability
solutions

33. summary – industry perspective
(on high availability services)
• e-business has changed availability
requirements
• the cost of downtime can be disastrous to
companies
• high availability solution includes:
• assessing your current environment and
establishing your uptime requirements
• implementing a “balanced” solution: technology,
management practices and services
• hp is a leader in high availability proactive
services