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Customer.pptx

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Customer.pptx

  1. 1. O<br />PTIMIZE<br />HP Critical Advantage<br />
  2. 2. Agenda<br /><ul><li>Challenges in today’s environment
  3. 3. Introducing HP Critical Advantage
  4. 4. What Critical Advantage can do for you
  5. 5. What customers say</li></li></ul><li>CIO challenges today<br />Drive<br />costs<br />down<br />Increase Innovation<br />Security<br />Support Rapid Change<br />Improve availability & performance<br />Outsourcing<br />Implement<br />New Technology<br />Improve Efficiency<br />Capacity<br /> Migration of MC applications<br />Rapid <br />ROIT<br />Increase business relevance<br />Backup &<br />Recovery<br />Increase quality of<br />IT Services<br />Achieve Service Level Agreements<br />Virtualization & Cloud<br />Reduce complexity<br />
  6. 6. Mission Critical Services<br />HP Confidential<br />Targeted assistance<br />Comprehensive support<br />Holistic support<br />Targeted assistance:Proactive Select,including Priority Connect enhanced reactive incident support<br />Environment level assistance: Critical Advantage, Critical Service & Proactive 24<br />(version purchased based on technology covered)<br />Holistic support designed to meet your specific business critical IT requirements: Mission Critical Partnership<br />Efficiency, performance, improved business ROI <br />
  7. 7. Moving Mission Critical applications to x86/Virtualized Environments<br />Advantages<br />Challenges<br /><ul><li>Cost savings
  8. 8. Potential for quick deployment
  9. 9. Rapid response to business changes
  10. 10. Achieving high availability and performance goals
  11. 11. Managing end-to-end support issues
  12. 12. Taking full advantage of server management tools </li></ul>5<br />How do you realize the full potential?<br />
  13. 13. HP Critical Advantage<br />Optimize your ROIT and realize the full advantage of the technology running critical applications in virtualized industry standard environments<br /><ul><li>Comprehensive infrastructure support for business critical IT
  14. 14. Flexible reactive support levels & proactive deliverables
  15. 15. Personalized support through assigned account team
  16. 16. Improve performance and Availability</li></ul>Comprehensive support solution designed to help you to reduce costs, improve performance and availability, and master complexity<br />
  17. 17. HP Critical Advantage<br />ROIT<br />COST<br />End to End Infrastructure Support<br />
  18. 18. Critical Advantage, Assigned Team<br />Single point of accountability…when every minute counts<br />Account Support Manager<br /><ul><li>Single point of accountability
  19. 19. Orchestrates all service deliverables
  20. 20. Develops and maintains Account Support Plan, delivers proactive services
  21. 21. Provides best practice sharing and knowledge transfer</li></ul>Remote Support Account Advocate<br /><ul><li>Global Mission Critical Support Center lead
  22. 22. Knowledgeable regarding the customers environment
  23. 23. Oversees escalation management
  24. 24. Develops personalized reactive and proactive deliverables, including patching
  25. 25. Provides activity reporting and trending</li></ul>Mission Critical Hardware Specialist*<br /><ul><li>HP Mission Critical Certified
  26. 26. Reactive and proactive hardware support
  27. 27. Coordinate repair & installation</li></ul>*assigned when you choose 6hr call to repair reactive support<br />
  28. 28. Flexible Break/Fix Support Solutions<br />Match support to your business requirements<br />Minimize Downtime<br /><ul><li>Remote Monitoring of environment through HP Insight Remote Support
  29. 29. Access to HP Global Mission Critical Solution Center
  30. 30. Assigned Remote Support Account Advocate
  31. 31. Rapid call management and response handling
  32. 32. Risk reduction and continual improvement
  33. 33. Post incident analysis leadsto future incident prevention</li></ul>Choose the level of reactive support you need<br /><ul><li>Match the criticality of the components in your environment, choose from :
  34. 34. 6 Hour Call to Repair
  35. 35. 24X7 4 hour onsite response
  36. 36. 13X5 4 hour onsite response</li></li></ul><li>Rapid Reactive support infrastructure<br />Highest priority response and restoration for mission critical customers<br />Global Mission Critical Solution Center<br /> MC support team<br /><ul><li>Product competency
  37. 37. Business recovery specialists
  38. 38. ASM
  39. 39. RSAA</li></ul>Incidents immediately triaged based on <br />business impact<br />Level 2 and Level 3 resources<br /><ul><li>Critical Event Manager
  40. 40. Worldwide technical expert center
  41. 41. Specialist support orgs
  42. 42. SAP, Novell, Redhat, Microsoft, SUSE, etc</li></ul>Accelerated<br />Elevation<br />Remote Support Account Advocate<br />Multiple points of access: IVR, web, email<br />Dedicated MC response line<br />Collaboration<br />Mission Critical customer<br />On-site field support<br />MC hardware specialist<br />MC parts pool<br />Dispatch<br />(Team and process)<br />Mission Critical Support Teams<br />Mission Critical Processes<br />
  43. 43. HP Insight Remote Support Advanced<br />Proactive incident prevention<br />Features<br />Benefits<br /><ul><li>Single management console
  44. 44. 24x7 remote monitoring
  45. 45. Automatic event detection and logging
  46. 46. View incidents, parts details, contract details, self-repair videos
  47. 47. Data for proactive services
  48. 48. Availability tracking
  49. 49. Average incident resolution time reduced by 20%
  50. 50. Near 100% accuracy of diagnosis
  51. 51. Incident prevention
  52. 52. Improves productivity of IT organizations
  53. 53. Reduces operational costs</li></ul>Note: for HP Critical Advantage, Insight Remote Support is required as a minimum. Insight Remote Support Advanced is recommended for certain environments.<br />
  54. 54. Core proactive services<br />Foundation for maximum performance and availability<br />Network<br />Server<br />OS &Hypervisor<br />Storage & SAN<br />
  55. 55. Flexible proactive services<br />Focused services for MC X86/Virtualized Environments<br />Network<br />Server<br />OS &Hypervisor<br />Storage & SAN<br />*Service credits are redeemed for Flexible Proactive Services; all Proactive Select services also available as Flexible Proactives, these are key examples<br />
  56. 56. Reactive components for each product in the supported environment includes: <br /><ul><li>MC Response Center with dedicated phone number
  57. 57. 24x7 SW support
  58. 58. Choice of HW support (6 hour CTR,24X7x4hr response or 13x5x4hr response
  59. 59. Enhanced parts inventory management (6hr CTR CA only)
  60. 60. Immediate Mission Critical Hardware Specialist dispatch (6hr CTR CA only)
  61. 61. Rapid connect for critical incidents
  62. 62. Accelerated escalation management</li></ul>Critical Advantage Deliverable Summary<br />Assigned Account Team: Account Support Manager, Remote Support Account Advocate, Mission Critical Hardware Specialist (with 6hr Call to Repair) <br />Core Proactive Services <br />Flexible Proactive Services<br />Critical Advantage credits to select from:<br /><ul><li>Performance Tuning/Capacity Planning for Virtualized Environments
  63. 63. Mission Critical Application Migration Assistance for Virtualized Environments
  64. 64. Availability Optimization for Virtualized Environments
  65. 65. SW License Management and HW Asset Tracking
  66. 66. Power and Cooling Gap Optimization
  67. 67. Virtual Environment Security Review
  68. 68. Backup and Recovery for Virtualized Environments
  69. 69. Any activity on the Proactive Select menu
  70. 70. Custom ASM activities
  71. 71. Account Support Plan
  72. 72. Support Plan & activity reviews
  73. 73. Operational & technical advice
  74. 74. Remote Support Technology set up
  75. 75. Access to ITRC knowledge base website
  76. 76. OS, firmware and SW revision analysis
  77. 77. Virtual and Physical Technology Review</li></li></ul><li>Realize the benefits of Critical Advantage<br />Rapid <br />ROIT<br />Increase innovation<br /><ul><li>Shift resources from firefighting to business focused projects
  78. 78. Take full advantage of technology advances and best practice sharing </li></ul>Drive<br />costs<br />down<br />Improve availability and performance<br /><ul><li>Reduced unplanned downtime through proactive services and rapid incident support
  79. 79. Augment your staff with HP expertise in new technologies, service management, performance optimization</li></ul>Reduce complexity<br /><ul><li>Your single points of accountability (RSAA, ASM)
  80. 80. Advice and recommendations on HP tools and technologies</li></ul>Increase business relevance<br /><ul><li>Rapid ramp up, shorter time to production
  81. 81. Scalable price points, ability to target service levels</li></li></ul><li>What HP Mission Critical Services customers say<br />
  82. 82. Dallas Cowboys<br />“Our on-site HP consultants were our linemen, our first line of defense. They knew that if they did their part right, everybody behind them would have the opportunity to be successful.” <br />-- Pete Walsh, Head of Technology, Dallas Cowboys<br />IT improvements<br />Business Outcomes<br />
  83. 83. “HP expertise and technology have helped our IT staff switch its focus from 30% on innovation and 70% on operations to 80% on innovation and 20% on operations. That helped make this new stadium and its increased revenue possible.”<br />Bill Haggard director of enterprise infrastructureDallas Cowboys <br />
  84. 84. AAR Corporation<br />
  85. 85. “We don’t have to wait on a phone to contact an engineer if we have a drive failure. They contact us, check the event log to make sure everything is as it says it is in HP Systems Insight Manager and fire off a drive to us. The technician comes and installs it, and we move right along. It works beautifully.<br />Darren Shears, Technical Architect, Corporate Information Management Services<br />Government of New Brunswick<br />
  86. 86. What IDC Says<br />Companies lose millions annually in lost productivity and business interruption due to downtime associated with mission critical systems.<br />HP Mission Critical Services is able to reduce the costs of delivering Business Critical IT by an average of 17%.<br />HP Mission Critical Services is able to reduce downtime by 70-75% typically saving companies $23,000 per 100 users annually. <br />“The Business Value of HP Mission Critical Services”<br />Randy Perry, Vice President Business Value Strategy, IDC Corporation, June 2010<br />
  87. 87. Outcomes that matter.<br />

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