customer transformation with datacenter care€¦ · customer transformation with datacenter care...
TRANSCRIPT
Customer Transformation with Datacenter CareGiovanna 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
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
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
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
The New Style of Business is causing rapid change
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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
Partners deliver IT solutions for the New Style of BusinessHelping customers win in the Idea Economy
7
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
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
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
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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
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)
HPE Datacenter Care hide the seams of complexity…
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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
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
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
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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.
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Hyperscale
SAP HANA
Helion
Openstack
CloudSystem
OpenVMS
NonStop
Software-
Defined
Networking
Infrastructure
Automation
DevOps
Network
Function
Virtualization
Multivendor
What You Get When You Get ConnectedTap into the knowledge of millions of devices and thousands of experts
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− 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)
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
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
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
HPE Datacenter Care – Operational Support Services
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− 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
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
SAP HANA Deployment Models
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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
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
HPE Datacenter Care for SAP HANA TDIFlexibility with the Datacenter Care solution
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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
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
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
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
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.
Datacenter Care customer satisfaction – Q3 2015
Why are services important for you?
30
Grow
Accelerate margins
Increase loyalty
Differentiate
Services offer you a unique opportunity to:
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
Value framework of Indirect TS Datacenter CareLand & Expand your strategic footprint
Target Customers Design Land Expand
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- 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
Accelerating NextTogether
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Take the Services and SMB opportunity
Leverage the strength of the Partner Ready Services Program to maximize return
Thank
you
Q&A