new always on support services from hp. customer presentation

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

New Always On Support Services from HP HP Revolutionizes Enterprise Customer Support for the Cloud Era


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Revolutionary Support Services

Agenda

• What is Driving the Revolution?

• Old World Support vs. New World

• HP’s Point of View and New Always On Support Services• Foundation Care

• Proactive Care

• Datacenter Care

• Lifecycle Event Services

• Summary


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Data centers converging, increasing demand driving more to the cloud

Management software

Network

Servers

Power & cooling

Storage

Traditional

Private

Public

Business Users Developers Individuals


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Old world support vs. new world support

Always On Support from HP - Support for the New World

Old World

• Who are You?

• IT Sprawl and Finger-Pointing

• Forced Trade-off between high-touch (at high-cost) & low-touch (at low cost)

• Reactive

• Lock-In/Limited Choice

New World

• Know ME and let me get my support when, where and how I want it

• Make your support offering straightforward and provide a single point of contact

• Get me to your best people fast

• Anticipate problems and resolve them proactively

• Support more than just hardware, support integrated platforms or better yet, my complete environment


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Revolutionary Support in a Changing IT World

Our Point of View

In today’s ever changing world of IT, your

support should be:

• Personalized: Your vendor knows you and offers

support when, where and how you need it.

• Proactive: Leveraging products, tools and

technology to avoid problems and optimize

performance.

• Simplified: Straightforward support choices and a

single point of contact throughout the support

experience.So you need to ask the question…If your IT environment is

changing, shouldn’t your Support Experience change too?


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Delivering Our Point of ViewLeveraging Innovation

HP ProLiant Gen8 Servers

Revolutionary Support in a Changing IT World

We believe you need a direct connection to experts anytime anywhere.

We believe routine problems should fix themselves.

We believe getting the most performance from your systems is not just your problem.

We believe you want push-button simplicity from your technology and support.

We believe you have more important things to do than patch management.

We believe you want a choice in who delivers your best in class support.

We believe in continuously giving more value from your support services, for less.

We believe you deserve a superior customer experience.

SO WHAT DO WE BELIEVE?

7 HP Confidential

HP SUPPORT EXPERTS LIKE

ROLF SCHUMACHER

ARE ALWAYS ON.

SO ARE THEIR

CUSTOMERS.


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Personalized, Proactive, Simplified

New Always On Support Services from HP

Discrete System Support Environment Support

Foundation Care

I need the systems I’m buying from you to keep running with

minimal downtime.

Datacenter Care

Customize my support to address my unique business needs.

Proactive Care

Fix my IT before it breaks. Keep my systems up to date. Give me direct access to your best people.

Lifecycle Event Services Give me access to expertise to complement my team when and where I need it

Personalized, Proactive, SimplifiedNEW ALWAYS ON SUPPORT SERVICES FROM HP

Discrete System Support

Foundation Care

I need the systems I’m buying from you to keep running with

minimal downtime.

Exi

stin

g O

ffer Hardware

Support

Reactive hardware support only

New Collaborative

Support

Reactive hardware support + basic

software diagnosis support, third-party

collaboration Exi

stin

g O

ffer Software

Support

Reactive complex software support

and software updates E

xist

ing

Off

er Support Plus &

Support Plus 24

Integrated reactive hardware and software support

Reliable & Consistent Support to keep the business up and running

HP Foundation Care

Enhanced support experience with Insight Remote Support & HP Support Center

• Reliable, Simple and Affordable services with a wide range to suit your needs• Single number to call for HW and SW problems• Consistently delivered globally by HP experts and Authorized channel partners


Discrete System Support

Proactive Care

Fix my IT before it breaks. Keep my systems up to date. Give me direct access to your best people.

Proactive Care Features

Firmware/Software Management & Best Practice AdviceSpecific patch and software update recommendations

Proactive Scan and Health CheckQuarterly incident & trend reporting

Rapid Access to Advanced Solution CenterSingle Point of Contact

Local language, advanced solution skillsRapid engagement of CoE’s & Alliances as required

Hardware and Software SupportAdvanced Solution Center

Technical Solution SpecialistISV Software Support

Insight Remote Support required (installation assistance provided)

A fixed set of technology enabled, remotely delivered, reactive and proactive deliverables for Converged Infrastructure Virtualized Solutions

Delivered by Technical Account Manager in the Advanced Solution Center

Proactive features: a different experience

Quarterly incident report Summary of any incidents to show trends that might be impacted by configuration or environment issues

Twice a year, Proactive Scan report Platform health check with recommendations, with 30min discussion with Technical Account Manager

Twice a year, Platform Revision Management Firmware & software assessment and update recommendations, with 30min discussion with Technical Account Manager

Result: You get expert advice & recommendations to help avoid problems and better manage their environment

FW/SW Management & Best Practice Advice

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Proactive Care – Options to Enhance Customer Value

Options Skills on DemandPersonalized

SupportFuture Future

Firmware/Software Management & Best Practice AdviceSpecific patch and software update recommendations

Proactive Scan and Health CheckQuarterly incident & trend reporting

Rapid Access to Advanced Solution CenterSingle Point of Contact

Local language, advanced solution skillsRapid engagement of CoE’s & Alliances as required

Hardware and Software SupportAdvanced Solution Center

Technical Solution SpecialistISV Software Support

Insight Remote Support required (installation assistance provided)


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Personalized, Proactive, Simplified

New Always On Support Services from HP

Environment Support

Datacenter Care

Customize my support to address my unique business needs.

Datacenter Care-HP’s most flexible service offeringEnvironment Wide Entitlement

• Allows existing/ongoing equipment to be covered by Datacenter Care without explicitly adding individual devices to a contract

• Deliverables are individually sized and priced depending on your specific needs – not per device pricing

• Devices can have any level of reactive & proactive support

• Primary Service Provider support for Multivendor environments

Enhanced Call Handling

• Provides access to the Mission Critical Solution Center for all devices covered* by the Datacenter Care contract

Datacenter Care

Customize my support to address my unique business needs

Flexible and customizable, high-touch, a la carte; named

resources, enhanced call experience, Primary Service

Provider; environment pricing

Hyperscale, Multivendor,

Custom

DATACENTER CARE STRUCTURE

DC Configurationand Pricing Tool

Sales/Solution ArchitectUnderstand customer need

Select Solution-specific playbook

Customize effort and proactive price with help of template

Unique Customer Needs

Fully customized support solution

to meet customer needs

Priced based on need & usage

Relationship Management

Datacenter Care Building Blocks

Enhanced Call Handling

Reactive Support

Proactive Services

Other Playbooks…

Traditional Enterprise

Cloud Computing

Hyper Scale Service Provider

High Performance Computing

Solution-Specific Playbooks

Pre-defined pursuit process and collateral for different

customer segments

Includes a Configuration and Pricing Template with

recommended frequency/size of

deliverables


Lifecycle Event ServicesGive me access to expertise to complement my team when and where I need it

Training

DeploymentDesign and Planning

A comprehensive, customer centric, end-to-end portfolio to help customers through the technology lifecycle

Lifecycle Event Services

StrategicDecision Making“I see an opportunity or

need to evolve my environment. Help me

understand the options, value and benefits.”

“I know my IT strategy. Help me design the

solution and create an implementation plan in

the context of my existing environment

and business strategy.”

“I have a detailed solution and an

implementation plan. Help me deploy and integrate it into my

environment, reducing disruption and

minimizing future maintenance.”

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Ongoing Operations& Optimization

“My environment is up and running. Help me ensure I get the most value out of it.”

“Help me train and keep my IT staff up-to-date with the latest technologies,

techniques and IT Service

Management best practices.”

LIFECYCLE EVENT SERVICESHP Lifecycle Event Services provides a comprehensive portfolio of Technical Per Event Services that brings together support and consulting services into one set of service offerings and a differentiated customer experience – Global Expertise available Locally

Strategy Services Design Services Deployment Services

Operational & Improvement

Services

Education Services

Help customers evolve their IT infrastructure with our comprehensive strategy and planning services portfolio

Help customers design their new solution and develop an implementation plan

Help customers deploy and integrate new IT solutions

Help customers adopt best practices to enhance IT processes and ongoing solution optimization

Help customers keep their IT staff trained on new solutions and ITIL best practices

• Cloud discovery Workshop

• Hybrid Delivery Strategy

Service

• Data Center Strategy and

Roadmap Service

• HP Data Center Sourcing

Strategy

•Cloud System Matrix Enablement Service

•Optimization Planning Service for 3Par

•Predictive Wireless Site Survey

•Factory Express•Onsite Installation and Start up •Virtualized Blade Deployment•Global Standardized Deployment•Data Center Technology• Refresh•Relocation Service

•Blade Technology and Toolset Assessment•Assessment Service for •SAN•ITSM Quick Assessment•Quick or Comprehensive •Thermal Assessment•Network Open Standards ReadinessAssessment

•ITIL 3.0 Certification•Product Training Storage Servers Networks•Software training Suse/RHEL Linux Microsoft HP Insight SW•Cloud System Matrix•Custom designed courses

HP Revolutionizes Support Services - Summary

• Customers’ IT is changing -- and their support should too

• Always On Support Services from HP are the industry’s first architected for multivendor, converged and cloud environments

• Services extend intelligent technologies built in HP Converged Infrastructure

• Three levels of “Care” transform customers’ support experience, making it more personal, proactive and simplified

The support evolution continues... And HP is leading the charge

HP SUPPORT EXPERTS LIKE

ROLF SCHUMACHER

ARE ALWAYS ON.

SO ARE THEIR

CUSTOMERS.

FOR ADDITIONAL INFORMATION

© 2011 HP Confidential22

Visit: www.hp.com/go/careservices

http://www.hp.com/go/careservices