built to be mission critical supported to be mission critical
TRANSCRIPT
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HP TECHNOLOGY SERVICES
Business Critical Services
Optimize Your Mission Critical IT Environment
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Agenda
• The Demands on Today’s IT organisations
• The Full Mission Critical Experience
• Why HP?
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Optimise cost • Reduce or eliminate the cost of
downtime • Optimise cost through proactive
design and ongoing monitoring
Increase quality
• Improve availability, security and performance • Implement continual Service Improvement Plans
Improve agility
• Provide a foundation of stability and adaptability to enable fast and effective
organisational change
Minimise risk
• Improve business continuity
and security • Meet regulatory and
compliance requirements
Today’s Demands on IT Organisations
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What business wants … and needs
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Resilient
HP Delivers the Full Mission-Critical Experience
Partner
Protect
Secure
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5 reasons You need HP services …
1. We help you achieve your business goals (availability, TTM, etc)
2. Customer Satisfaction Rating with Services (99% with MC, 93% with some services, 78% with no services)
3. Today’s complex environments require greater skills to manage and reduce the risk of unplanned downtime
4. HP has the most comprehensive services offerings in the industry
5. HP can simplify your support experience by acting as a Primary Service Provider
Overall Satisfaction with Support Services Contract by Service Provider
“IDC believes HP’s support services ecosystem will continue to be very strong, and that additional integrative proactive tools and utilities could be a natural evolution of its current offering.”
(IDC Customer Satisfaction Study: Top Performers in Enterprise Software Support Services, March, 2010)
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Technology Services: We make technology work, so business works
Supporting SAP users in 54 countries across all industries
Mission Critical Partnership customers with 37,000 systems
Delivered SANs worldwide
Customers in of the
high availability experts
Microsoft trained professionals
network infrastructure & voice professionals
Installed base of customers
Highest Mission Critical Customer Loyalty:
Designed square feet of data
centers and greenfield data centers
Support available:
• , 365 days per year
• Covering time zones
• In languages
• HP presence in countries
Linux trained professionals
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GMCSC – Keeping Business Working, Meeting Business Goals!
The HP Global Mission Critical Support Center also works to prevent problems, not just fixing
individual issues quickly.
Reduced risk of unplanned downtime and less IT staff time spent fighting fires
People Make the difference • Account Support Manager
• Remote Support Account Advocate
• Mission Critical Hardware Specialist
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HP CAN SIMPLIFY YOUR SUPPORT EXPERIENCE BY BECOMING YOU PRIMARY SERVICE PROVIDER
Aggregation
Amass multiple contracts into a single acquisition with stronger purchasing power
Consolidation
Consolidate key processes and measurements within service functions, eliminating costly overlaps and redundancies
Integration
Link key service processes, people, systems and business drivers
Optimisation
Continue to identify operational efficiencies, responsiveness and performance, build continual improvement
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5 reasons You need HP services …
1. We help you achieve your business goals (availability, TTM, etc)
2. Customer Satisfaction Rating with Services (99% with MC, 93% with some services, 78% with no services)
3. Today’s complex environments require greater skills to manage and reduce the risk of unplanned downtime
4. HP has the most comprehensive services offerings in the industry
5. HP can simplify your support experience by acting as a Primary Service Provider
Overall Satisfaction with Support Services Contract by Service Provider
“IDC believes HP’s support services ecosystem will continue to be very strong, and that additional integrative proactive tools and utilities could be a natural evolution of its current offering.”
(IDC Customer Satisfaction Study: Top Performers in Enterprise Software Support Services, March, 2010)
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Watch This Space!
March 15
THANK YOU
Backup
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Start the conversation at a higher level and probe for customer needs around new cloud technologies
The World’s Leading IT Services
• HP Transformation Experience Workshops; cloud, data center, converged infrastructure
• As-is and future solution concept development
• Detailed IT and facilities and Data center design
• Smooth migration and speedy deployment
For Integrity • Critical Service • Proactive 24 • Support Plus 24 For x86 • Critical Advantage
WHAT”S NEW • HP Collaborative Support
for other vendor’s OS running on HP x86
Leading Consulting
Services*
•Support 1.7 million SAP users in 54 countries all industries
•4,051 mission critical customers with 86,904 contracts
•6000 high availability experts
•16,000 Microsoft trained professionals
•5,000 network infrastructure and professionals
Highest Mission Critical Customer Loyalty:
Support available:
• 24Hx7, 365 days per year
• Covering 24 time zones In 30+ languages in countries
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Account support manager (ASM)
• Single point of accountability………Orchestrates all service deliverables
• Develops and maintains Account Support Plan …….Delivers proactive services
• Provides best practice sharing and knowledge transfer
An ASM will bring a fresh pair of eyes and independent thinking to help you
address the challenges you face.
Click to play CPS Energy video on the value of the Account Support Manager
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Environment Support
Discrete System
Support
New Always On TS Support Portfolio
Personalized, Proactive, Simplified
Foundation Care
Keep my systems running with minimal downtime.
Reactive Support for hardware and software, Collaborative Support
Datacenter Care
Customize my support to address my unique business
needs.
Flexible and customizable, high-touch, named resources, enhanced call experience, Primary Service Provider, multi-vendor support,
environment pricing
Proactive Care
Fix things before they break. Keep my systems up-to-date.
Give me direct access to your best people.
Direct access to advanced technical skills, Technical
Account Manager, automation required; multiple hardware and software support levels, proactive
advice and reporting
Lifecycle Event Services
Give me access to experts when and where I need them to help me deploy, operate and evolve my IT environment
Business and technical skills, fixed or custom scope, from one-off activities to complex projects
“There have been many instances when the HP Mission-
Critical Support staff has taken the initiative and resolved
complex multivendor IT issues. Mission Critical Support
services with SAP-specific enhancements and HP
Serviceguard Extension for SAP have definitely
contributed to outstanding application availability – which
stays at around 99.87%. That’s an important statistic in a
business where there’s no place for downtime.”
Mike Meinz
Senior Director, Strategic Planning and Governance
General Mills
Why Customers Appreciate the Value of the GMCSC