hp technology services portfolio
DESCRIPTION
Kennismaking met de Data Protection oplossingen van HP - dinsdag 10 juni 2014 bij AXITRANSCRIPT
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
The new style of IT needs a new style of service
Marc De Craemer
Partner Specialist - Technology Services
HP België en Luxemburg
BURA event 10 juni 2014
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HP Technology Services Portfolio
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The new style of IT needs a new style of service
New style of IT Mainframe Client / server The Internet New style of IT
Support must t ransform…again
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Technology Services We create industry-leading experiences around HP’s Converged Infrastructure :
Personal, Proactive, Simplified
Choice & simplicity of service levels
Expertise & experience Certified quality & genuine parts
Vendor Intellectual Capital
Connected & in control
Foundat ion Care services
Datacenter Care services
Proact ive Care services
Lifecycle Event Services : Give me access to expert ise to complement my team when and where I need it
Keep my converged infrast ructure running
Prevent issues & get me to your best experts when there
is an issue
Help me bet ter operate what I have today and evolve to converged cloud
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Port folio choice to match business needs Datacenter Care Help me bet ter operate what I have today and evolve to converged cloud • Environment Support tailored to fit customer needs • Expert guidance via Account support team • Single Point of Accountability
Proact ive Care Service Prevent issues & get me to your best experts when there is an issue • Advanced Call Experience • Problem prevention • Connected Customer Experience Foundat ion Care Keep my converged infrast ructure running
• Reduce support complexity • Help meet service level expectations • Connect easily and securely Warranty Give me assurance • Device protection against manufacturing failures
Datacenter Care
Proactive Care
Foundation Care
Warranty
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HP Proactive Care Services
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Get connected with Proact ive Care
Prevent problems before they occur
Solve problems faster Stay informed and in control
• Personalized dashboard • Global knowledgebase • Community of Experts (HP,
partners, peers)
• 24x7 monitoring • Fast, accurate problem detection • Automated parts dispatch • A rapid, enhanced call experience
• Proactive System scans • Firmware/patch analysis • Incident/Trend analysis • Expert reviews and
recommendations
Installat ion of IRS (Insight Remote Support ) is mandatory to act ivate Proact ive Care!!
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Product Connect ions
Enhanced call experience Problem Response
Rapid response to resolve problems when they happen
Hardware and Sof tware support features – details
Delivered by remote Technical Solut ion Specialists • End to end call ownership
Delivered by Onsite Customer Engineers • Provides onsite repair if required. Customer Engineers with the appropriate skills are dispatched
• Automat ic call logging that automatically generates a case and notifies you
• Immediate, highly accurate diagnostics reduces problem identification time
• Automatic parts dispatch • Provides data for Proactive reports
• Rapid connect ion to a technical solution specialist who handles your case from start to finish – Enhanced escalation process – Collaborat ion with 3rd party
SW vendors if SW not on HP contract • Response centers backed by HP’s global
delivery and expertise
• Flexibil ity for each system component with choice of: – NBD, 24 x 7 x 4 , or 6hr Call To Repair
Hardware Support – Optional Defect ive Media Retent ion or CDMR – 24 x 7 basic Software Support with
Collaborat ive ISV call management
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Prevent problems before they happen
Proact ive advisory support features – details
Twice yearly proactive scan with recommendations and advice
Twice yearly firmware, patch & software assessment and update recommendations
Quarterly incident trend reports – to help identify configuration or environment issues
Proact ive Scan Firmware Release & Sof tware Patch Report
Incident Report
The Technical Account Manager • Review the reports, data analysis, and makes recommendations and advice
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Tap into the knowledge of millions of devices and thousands of experts
Get connected and get back to business
Up to
66%* Less downtime
Near 100%* diagnostic accuracy
1 Single, consolidated view
Prevent Problems Solve problems faster Stay informed and in cont rol
** Source is based on HP’s measurements of the installed base of remote support customers in Q4 2011 *IDC White Paper Sponsored by HP & Intel, The Business Value of the HP Proactive Insight Experience, Doc# 239199, March, 2013
*
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HP Proact ive Care Cent ral
Improve customer focus and sat isfact ion • Provide a consistent understanding of the service
• Give customer control over report receipt
Increase delivery ef f iciency • Single schedule per customer
• Using current tools and technologies
Scalabil ity • Maximise customer benefits from automation
• Support growth requirements
www.hp.com/services/proact ivecarecentral ht tp:/ /www.hp.com/go/hpsc
Simplify and streamline process for customers, partners and HP
• For new & existing customers • Getting Started page • Proactive reports delivered to HPSC • Inclusive channel partner process
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HP Proact ive Care Cent ral
What is Proact ive Care?
Simplify and streamline process for customers, partners and HP
How do I get Proact ive insights?
Enable Service Partners
TAM review
Connect ivity assistance
Delivery of reports
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HP Proact ive Care Cent ral Where to find your reports? http://www.hp.com/go/hpsc
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 14
Int roducing the Personalized Support Opt ion
The Personalized Support opt ion provides you an assigned Account Support Manager (ASM) to provide specif ic technical and operat ional advice to help maximize performance of your IT environment . Your ASM provides: • On-site IT best practice and technical advice • An annual support plan that aligns the advice & assistance to address IT
priorities • Semi-annual support reviews to check progress and discuss issues &
upcoming projects
Personalized Support is only available to Proact ive Care
customers
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© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 15
Pricing (P6000 + DL380p Gen8)
Support Plus 24 3Y + 1Y +
1Y
49.280,75
5Y
37.655,80 31% Cheaper
Proactive Care 24x7
3Y + 1Y + 1Y
61.470,00
5Y
41.228,40 49% Cheaper
Discount 35% 3Y CP 5% 1Y Contract
40% 5Y CP
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Any questions ? [email protected] +32 498 94 60 44
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Thank you !