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Customer Transformation with Datacenter Care Giovanna Guglielmi - DC Business Manager HPE Techology Services

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Page 1: Customer Transformation with Datacenter Care€¦ · Customer Transformation with Datacenter Care Giovanna Guglielmi - DC Business Manager HPE Techology Services

Customer Transformation with Datacenter CareGiovanna Guglielmi - DC Business Manager HPE Techology Services

Page 2: Customer Transformation with Datacenter Care€¦ · Customer Transformation with Datacenter Care Giovanna Guglielmi - DC Business Manager HPE Techology Services

Agenda

TS Service Portfolio

HPE and TS Partnership Strategy

HPE Datacenter Care Service Portfolio

Datacenter Care Basic Building Blocks

Datacenter Care Building Blocks Extensions

Datacenter Care Core

Datacenter Care Add-ON

The Channel Opportunity

Q&A

Page 3: Customer Transformation with Datacenter Care€¦ · Customer Transformation with Datacenter Care Giovanna Guglielmi - DC Business Manager HPE Techology Services

TS Portfolio positioning – Service OverviewSupport for the New Style of Business

3

Environment support

Datacenter Care

Help me better operate what I have

today and evolve to Hybrid IT

Tailored for customer’s environment

and needs

Support for converged infrastructure

Foundation Care

Keep my converged infrastructure

running

Proactive Care

Prevent issues and get me to

your best experts when there is

an issue

Proactive Care Advanced

Dedicated resources to help

maximize performance

Attach Per Device Attach Per Device Environment

Lifecycle Event Services

Per-event services across the technology lifecycle to help enhance business value of IT

Page 4: Customer Transformation with Datacenter Care€¦ · Customer Transformation with Datacenter Care Giovanna Guglielmi - DC Business Manager HPE Techology Services

The need for transformation

“By the End of 2017, Two-Thirds of the CEOs of Global 2000 Enterprises Will

Have Digital Transformation at the Center of Their Corporate Strategy.”

“By 2017, Over 50% of Organizations' IT Spending Will Be for 3rd Platform

Technologies, Solutions, and Services, Rising to Over 60% by 2020.”

“By 2018, at Least Half of IT Spending Will Be Cloud Based, Reaching 60% of

All IT Infrastructure and 60-70% of All Software, Services, and Technology

Spending by 2020.”

Source: ‘IDC FutureScape. Worldwide IT Industry 2016 Predictions’ - Nov 2015 | Doc #WC20151104

Page 5: Customer Transformation with Datacenter Care€¦ · Customer Transformation with Datacenter Care Giovanna Guglielmi - DC Business Manager HPE Techology Services

The New Style of Business is causing rapid change

5

Customer challenges are on the rise…

Despite careful planning, large IT budgets typically run up to 45% over budget

of customers feel the need to work with new categories of partners

of customers will change their IT sourcing relationship in next two to three years1

“My IT organization has the right skills and capabilities in place to meet upcoming challenges."

Customers are engulfed by change and IT cannot keep pace

…and Partner business is changing

RevenueToday

Revenue in 2018

51%

42% disagree

77% 46% 45%

Services 20%

Services 55%

Transactional 80%

Transactional 45%

1 Gartner 2014McKinsey, Delivering large-scale IT projects on time, on budget and on value, 2012

Page 6: Customer Transformation with Datacenter Care€¦ · Customer Transformation with Datacenter Care Giovanna Guglielmi - DC Business Manager HPE Techology Services

The New Style of Business is causing rapid change

6

Phase 1 Phase 2 Phase 3 Phase 4Transactional IT Focused Outcome focused

Transformational

Attach Proactive Care & Renew

RevenueToday

Revenuein 2018

Integration + Flexible Capacity

Advise, Transform, Flex, Automate (DCIA)

Installation + Data Center Care

Reactive Delivery Integration Services Consulting ServicesInstallation & Proactive Services

1X pull through* >4X pull through* >10X pull through* >10X pull through*

Product Led Services Led

Deli

ve

ryS

ale

s

*Of product and services sales

Page 7: Customer Transformation with Datacenter Care€¦ · Customer Transformation with Datacenter Care Giovanna Guglielmi - DC Business Manager HPE Techology Services

Partners deliver IT solutions for the New Style of BusinessHelping customers win in the Idea Economy

7

Page 8: Customer Transformation with Datacenter Care€¦ · Customer Transformation with Datacenter Care Giovanna Guglielmi - DC Business Manager HPE Techology Services

HPE’s full suite of services drive transformation and profitability

• Interactive

• In days, not

weeks

• Regional CoE

• Maturity Models

• Regional CoE

• Global

Methodology

• Personalized

• Multi-Vendor

• High Velocity IT

• Drives DevOps

8

• On-premise

• Pay-per-use*

Optimize your delivery investments by partnering with HPE

Advisory

Workshops

Deep Solution

Coverage

Proven

Methodologies

Proactive

Connected

Infrastructure

Automation

Variable Consumption

Models

Advise Transform Integrate Support Automate Flex

Page 9: Customer Transformation with Datacenter Care€¦ · Customer Transformation with Datacenter Care Giovanna Guglielmi - DC Business Manager HPE Techology Services

Customer Transformation with Datacenter Care

Integrate

HybridConverged

Software-defined

DC-OSS

“Could you do the day-to-day system admin

and change execution for me”

DC with HPSW Support

“My solution includes HP SW. I need SPoC support and

collaboration across HP support teams” DC for Multi-vendor

“My solution includes multivendor HW and I

need end-to-end support.”

DC-IA

“I want SW to define and automate the creation of

infrastructure used by my cloud solution ”

DC Hybrid Support“My Helion private cloud is integrated with HPE or

Azure public cloud and I need SPoC support ”

DC for Helion“I need guidance on how to operate, manage and

fully use my Helion private cloud solution”

SiloedTechnology

centricManual

Spanning traditional infrastructure and

transforming to a New Style of Business

IntegrateAutomate

Support

Transform

Advise

Flex

Transforming to an on-

demand IT infrastructure

Empoweringa data-driven

enterprise

Enabling the most productive

workplace

Protecting your digital assets

Flexible Capacity“I need the required capacity as and when the need

arises, and move likely CAPEX to OPEX”

DC for SAP HANA TDI“I want expert personalised support and advice for

my SAP HANA environment”

Confidential

Page 10: Customer Transformation with Datacenter Care€¦ · Customer Transformation with Datacenter Care Giovanna Guglielmi - DC Business Manager HPE Techology Services

Other Building Blocks

PSP

Dat

ace

nte

r C

are

OtherProactive Options

Configuration Specific Options

NetworkProactive Options

Storage & SANProactive Options

ServerProactive Options

Environment Proactive Options

3

2

Relationship Management

1

Datacenter Care Core Package

4

DC Package, Plus…

5

Other HPE Deliverables DC Solution

6

Environment Proactive Options

Reactive Support

Environment Proactive Options

Other Building Blocks

Supply Chain Services

Critical Facilities Services

HPE Consulting

HPE Software & Support

Installation & Deployment

Enhanced Call Handling

Reactive Support

Relationship Management

Enhanced Call Handling

OtherProactive Options

Other Building Blocks

11

2

Other Building

Block Extensions

DC –

Infrastructure

Automation

Operational

Support Services

DC for Cloud

DC for

Multivendor

Flexible Capacity

DC SAP HANA

Start with an inventory of what

HPE and multivendor systems

are to be covered by HPE

reactive support

Specify environment for DC

Coverage. All DC customers

start with core building blocks

Note: All devices covered by DC

must have HPE reactive support,

either by direct inclusion on the DC

contract or independently through

HPE Warranty or other HPE

support entitlement such as Care

Packs, Foundation Care, CTR,

etc…

Specify proactive option

deliverables within building

block groups to address

unique customer needs

Add DC building block

extensions. These compliment

DC and are documented in DC

Datasheet Addendums

Add other HPE deliverable

building block options

available from HPE to

address unique customer

needs

Datacenter Care Solution

from a Customer

Perspective

HPE Datacenter Care – Structured Building Blocks

Page 11: Customer Transformation with Datacenter Care€¦ · Customer Transformation with Datacenter Care Giovanna Guglielmi - DC Business Manager HPE Techology Services

Hewlett Packard Enterprise Recipe for Growth

Datacenter Care

Land• Partner with delivery to uncover opportunities• Regular business outcome discussions with

customer• sell DC building blocks – make more $!• sell Datacenter Care

• or, convert to Datacenter Care• a foundation for future growth!

NewCustomer

Existing Customers without DC

Expand

Refresh

DC Customer(HPE on HPE)

DC Customer(DC for MV)

Page 12: Customer Transformation with Datacenter Care€¦ · Customer Transformation with Datacenter Care Giovanna Guglielmi - DC Business Manager HPE Techology Services

HPE Datacenter Care hide the seams of complexity…

12

Stabilizethe IT environment

Preventproblemsbefore they happen

Solve problemsacross heterogeneous

IT environment

Work with an extensive

network of trusted partners

Highest level of technical competency

Unmatched global scale

One number to call

Page 13: Customer Transformation with Datacenter Care€¦ · Customer Transformation with Datacenter Care Giovanna Guglielmi - DC Business Manager HPE Techology Services

HPE Indirect Datacenter CarePortfolio & Value Proposition

13

1

2

3

4

HPE & partner support heterogeneous IT together

To predict and prevent downtime

Together we optimize IT

Drive innovation

HPEDatacenter

Care

New initiative

expertise

Personalized

team

(local & global)

Support for

any device

Connected &

predictive

support

Cloud,

Hyperscale

Solution

expertise

Proactive

services

Innovative

building blocks

Page 14: Customer Transformation with Datacenter Care€¦ · Customer Transformation with Datacenter Care Giovanna Guglielmi - DC Business Manager HPE Techology Services

HPE Datacenter Care (DC): personalized experienceAssigned account manager backed by global support

Account Support

Manager – local

expert who knows

your operation

More than 40,000customer interactions per day

Initial problem diagnosis through resolution

Priority Elevation and Critical Event Management

HPE Knowledge

Base

HPE Labs and

HPE EngineeringHPE Centers of

Expertise

Colla

bora

tion w

ithexperts

acro

ss H

PE

Advanced Support Center

14

Page 15: Customer Transformation with Datacenter Care€¦ · Customer Transformation with Datacenter Care Giovanna Guglielmi - DC Business Manager HPE Techology Services

Centers of ExpertiseYour end-to-end HPE solution support experience

Includes access to highly skilled experts with a hands-on approach who understand…

– Your solution

– Your business situation and how you deployyour system

– Your system set-up and configuration

– The technology that you are using

And, who orchestrate service delivery, actively collaborate with other support parties, and own your case through problem resolution.

15

Hyperscale

SAP HANA

Helion

Openstack

CloudSystem

OpenVMS

NonStop

Software-

Defined

Networking

Infrastructure

Automation

DevOps

Network

Function

Virtualization

Multivendor

Page 16: Customer Transformation with Datacenter Care€¦ · Customer Transformation with Datacenter Care Giovanna Guglielmi - DC Business Manager HPE Techology Services

What You Get When You Get ConnectedTap into the knowledge of millions of devices and thousands of experts

16

− System scans

− Health checks

− Expert reviews and

recommendations

* Prevention is delivered with HPE Proactive Care Service

Prevent problems before

they occur* Solve problems faster Stay informed and in control

− 24x7 monitoring

− System status sent to Call Center

experts

− Automated parts dispatch

− Personalized dashboard

− Global knowledgebase

− Community of Experts

(HPE, partners, peers)

Page 17: Customer Transformation with Datacenter Care€¦ · Customer Transformation with Datacenter Care Giovanna Guglielmi - DC Business Manager HPE Techology Services

One relationshipYour assigned account team

1 HPE Customer Satisfaction survey, December 2015

Account support manager (ASM)

Knows you, orchestrates your

support and advises ways to improve

Technical account manager (TAM)

Remote software expertise; joint

team for HPE Software support

Backed by HPE Global Support Delivery Supply Chain

Hardware specialist

Your local hardware team

Customers ranked the account support team most valued feature1

17

Ship over 14 M spare parts per year

647 Stocking locations worldwide

Support a warranty install base of over 94 million products

Page 18: Customer Transformation with Datacenter Care€¦ · Customer Transformation with Datacenter Care Giovanna Guglielmi - DC Business Manager HPE Techology Services

HPE Datacenter Care -Support for your multivendor datacenter (DC for MV)

16% less admin cost and no “ticket bouncing”

Complexity of multivendorDatacenter Care for Multivendor:

The “power of one”

• Fingerpointing and many vendors to call to

find root cause

• Difficult to resolve complex interoperability

incidents

• Difficult to identify security exposures in

virtualized/cloud environments

• Difficult to keep up-to-date on system

patches and updates

• Multiple contracts increases cost

• Advanced monitoring for connected experience

• One vendor/number to call

• One contract/invoice

• One service delivery manager

• One set of IT processes/reporting

• A single point of accountability/responsibility

• Ownership through resolution

Find out more

Page 19: Customer Transformation with Datacenter Care€¦ · Customer Transformation with Datacenter Care Giovanna Guglielmi - DC Business Manager HPE Techology Services

Resolving interoperability issues in a multivendor environmentJust-in-time collaboration

– State-of-the-art case management

– Team of technical experts assembled by the

technology support specialists

– Leadership capability to resolve complex problems

– Allows case manager to add additional skills to

resolve problem

Storage/SAN experts

Industry-standard server

experts

Linux experts

Network experts

Other technical experts

Page 20: Customer Transformation with Datacenter Care€¦ · Customer Transformation with Datacenter Care Giovanna Guglielmi - DC Business Manager HPE Techology Services

HPE Datacenter Care – Operational Support Services

20

− Operational Support Services is a set of out-tasking services, built as an extension to Datacenter Care.

− IT delivers remote infrastructure (hardware to operating system, including hypervisor – HPE and

non-HPE products) monitoring (RIM) and operational services (system administration).

Remote Monitoring & Operations

Datacenter Care extension

Monitoring Operational tasks

IT Governance Relationship

DC-OSS

Page 21: Customer Transformation with Datacenter Care€¦ · Customer Transformation with Datacenter Care Giovanna Guglielmi - DC Business Manager HPE Techology Services

Datacenter Care – Infrastructure Automation

21

AdviseFor high-velocity IT

SupportEnterprise grade 24x7

− Guidance and best practices for

infrastructure as code and

agile processes

− Quarterly reviews and reports

with HPE’s Center of Expertise

− Access to experts when needed

− Automation development and

code coaching

− HPE is the one place to call for

end customer service

disruptions caused by the

infrastructure, as code

− Personalized, enterprise-grade

experience including 24 x 7

support with global reach

and scale

− Enterprise editions of open

source tools including

Enterprise Chef, and selected

others

− Access to HPE maintained

scripts to specially manage

HPE products

ToolsAutomate for better reliability and agility

Page 22: Customer Transformation with Datacenter Care€¦ · Customer Transformation with Datacenter Care Giovanna Guglielmi - DC Business Manager HPE Techology Services

SAP HANA Deployment Models

22

Appliances

− Certified by SAP HANA

− Most popular HANA deployment and

consumption model

− Carry the least amount of risk

− Pre-integrated with all the necessary

hardware and software components

Tailored Datacenter Integration

− Offer flexibility and reuse of existing or

preferred compute, storage or

networking components

− Lower initial hardware cost

− Higher risk model– Increased

deployment certification and support

requirements

Cloud

− Includes public and private clouds

− Offers initial cost savings in the form

of HANA as service

Key Takeaways: HPE is the only vendor that has the full suite of offerings, from the hardware to the services for each SAP HANA Deployment model − Appliance: HP ConvergedSystem 500/900 for SAP HANA portfolio

− Tailored Datacenter Integration: Compute and Storage blocks

− Cloud: HP Enterprise Services hosted HANA as a Service / HANA IaaS

Page 23: Customer Transformation with Datacenter Care€¦ · Customer Transformation with Datacenter Care Giovanna Guglielmi - DC Business Manager HPE Techology Services

What is SAP HANA Tailored Data Center Integration?Enabling flexibility in hardware vendor selection for SAP HANA

– Disaggregated platform model for SAP HANA

– Allows customers flexibility in choice of storage solution

– Vendors must certify storage platform to be TDI eligible

– Customers must perform site certification and manage support with individual suppliers

– Gartner Analysis announced November 2013; HP, EMC, NetApp and HDS have certified storage offerings

– Allows mixed vendor platform flexibility, but the customer manages installation, validation and support coordination

– Complete list of SAP Certified Hardware for SAP HANA

23

Page 24: Customer Transformation with Datacenter Care€¦ · Customer Transformation with Datacenter Care Giovanna Guglielmi - DC Business Manager HPE Techology Services

HPE Datacenter Care for SAP HANA TDIFlexibility with the Datacenter Care solution

24

Entire IT environment

Datacenter Care for TDI

Single point of

contact

SAP HANA

expert guidance

Assigned Account

Team

Tailored to your

needs

TDI onboarding

process

Optional

building blocks

Enhanced call handling (ECH)

HP SAP HANA

Center of Excellence

Reactive Services

Page 25: Customer Transformation with Datacenter Care€¦ · Customer Transformation with Datacenter Care Giovanna Guglielmi - DC Business Manager HPE Techology Services

HPE Flexible CapacityEnabling your unique journey to composable infrastructure

– When large capital outlays and long procurement cycles no longer fit your business; when you want to pay for what you use

– When you need the IT capacity ready for surges in demand

– For your data and workloads that should stay on-premises, under your control

– For workloads that could expand to the public cloud

– When you need better than “best effort” SLAs

25

Pay only for

what you use

Increase capacity

Decrease capacity

No upfront fee. Single monthly invoice.

Forecasted

capacity

Local

buffer

Business

application

Page 26: Customer Transformation with Datacenter Care€¦ · Customer Transformation with Datacenter Care Giovanna Guglielmi - DC Business Manager HPE Techology Services

Datacenter Care Add-On

Un cliente Datacenter Care acquista nuovo HW

HPE confidential

Enhanced Call Handling

Relationship Management

Physical

Servers

Network

DevicesStorage

Devices

Datacenter Care

Reactive Support

Reactive Support

Reactive Support

Storage & SANProactive Options • Datacenter Care Add-On e’ un veicolo per

attaccare I servizi Datacenter Care a nuovi

devices e averli allineati al contratto Datacenter

Care gia’ in essere

Reactive Support

Page 27: Customer Transformation with Datacenter Care€¦ · Customer Transformation with Datacenter Care Giovanna Guglielmi - DC Business Manager HPE Techology Services

Key Features for Datacenter Add-on

• A pre-requisite is that an existing Datacenter Care Core contract must exist for the specific customer environment

• 5 Add-on Custom SKUs on upfront systems available for sales

• Add-On Pricing is available in 1-year, 3-year, 4-year and 5-year options

SKU Description HW PL

H7A74A1/A3/A4/A5 HP # yr Cstm DC Care for Add-On SVC-BCS 1X

H7A75A1/A3/A4/A5 HP # yr Cstm DC Care for Add-On SVC-ISS SY

H7A76A1/A3/A4/A5 HP # yr Cstm DC Care Add-On SVC- Storage 1Y

H7A77A1/A3/A4/A5 HP # yr Cstm DC Care for Add-On SVC-3PAR 4F

H7A78A1/A3/A4/A5 HP # yr Cstm DC Care Add-On SVC-Network 6H

Page 28: Customer Transformation with Datacenter Care€¦ · Customer Transformation with Datacenter Care Giovanna Guglielmi - DC Business Manager HPE Techology Services

Datacenter Care Core (per nuovi ambienti)Un cliente NON Datacenter Care acquista nuovi prodotti HW di fascia alta o nuovo HW e SW per implemetare soluzioni complesse

HPE confidential

Enhanced Call Handling

Relationship Management

Reactive Support

Reactive Support

Storage & SANProactive Options

Reactive Support

Storage

Devices

Attach per singolo device

Physical

Servers

ServersProactive Options

Environment Proactive Options

Storage

Devices

Physical

Servers

• Per nuovi ambienti DC si quota un

contratto Day1. La componente

proattiva deve essere quotata dal

team di prevendita HPE TS che

redige anche il SOW relativo.

Page 29: Customer Transformation with Datacenter Care€¦ · Customer Transformation with Datacenter Care Giovanna Guglielmi - DC Business Manager HPE Techology Services

Datacenter Care customer satisfaction – Q3 2015

Page 30: Customer Transformation with Datacenter Care€¦ · Customer Transformation with Datacenter Care Giovanna Guglielmi - DC Business Manager HPE Techology Services

Why are services important for you?

30

Grow

Accelerate margins

Increase loyalty

Differentiate

Services offer you a unique opportunity to:

Page 31: Customer Transformation with Datacenter Care€¦ · Customer Transformation with Datacenter Care Giovanna Guglielmi - DC Business Manager HPE Techology Services

Technology Services with our partners

We simplify & innovate

We bring our

experience and

apply HPE

innovation to

simplify complex

environments

We create customers

for life

Deliver a customer

service experience

better than our

competitors

We lead the solution journey

Help customers start,

accelerate adoption;

deliver a seamless

ownership

experience

We invest &modernize

Build flexibility and

profitability into our

structure to facilitate

mutual business

growth

Page 32: Customer Transformation with Datacenter Care€¦ · Customer Transformation with Datacenter Care Giovanna Guglielmi - DC Business Manager HPE Techology Services

Value framework of Indirect TS Datacenter CareLand & Expand your strategic footprint

Target Customers Design Land Expand

32

- Major HPE Share-of-Wallet

- Need for standardisation

- High IT dependencies

- Mergers, Aquisitions

- e.g. SAP, Virtualisation, Multivendor

- 1 Consolidated Contract

- Different SLA‘s

- Assigned Account team

- Multiyear/Prepay possible

- Full RTM stability agreed

- TS Solution Architect

- Partner Business case

- Consulting & Advisory

- Custom (joined)delivery model

- Multi-Country

- Highest customer satisfaction

. HW pull-through opportunities

"The IT organization has the right skills and capabilities in place to meet upcoming challenges.“ – 42% of CIOs disagree

Page 33: Customer Transformation with Datacenter Care€¦ · Customer Transformation with Datacenter Care Giovanna Guglielmi - DC Business Manager HPE Techology Services

Accelerating NextTogether

33

Take the Services and SMB opportunity

Leverage the strength of the Partner Ready Services Program to maximize return

Page 34: Customer Transformation with Datacenter Care€¦ · Customer Transformation with Datacenter Care Giovanna Guglielmi - DC Business Manager HPE Techology Services

Thank

you

Page 35: Customer Transformation with Datacenter Care€¦ · Customer Transformation with Datacenter Care Giovanna Guglielmi - DC Business Manager HPE Techology Services

Q&A