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©2010 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice O P T I M I Z EP T I M I Z E Speaker.

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Presentation on theme: "©2010 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice O P T I M I Z EP T I M I Z E Speaker."— Presentation transcript:

1 ©2010 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice O P T I M I Z EP T I M I Z E Speaker Name – Title Date HP Critical Advantage

2 – Challenges in today’s environment – Introducing HP Critical Advantage – What Critical Advantage can do for you – What customers say Agenda

3 Increase Innovation SecuritySupport Rapid Change Improve availability & performance Improve EfficiencyCapacity Increase quality of IT Services Achieve Service Level Agreements Increase business relevance Backup & Recovery Migration of MC applications Outsourcing Implement New Technology Virtualization & Cloud Reduce complexity Drive costs down Rapid ROIT CIO challenges today

4 Mission Critical Services HP Confidential Targeted assistance Comprehensive support Holistic support Targeted assistance: Proactive Select, including Priority Connect enhanced reactive incident support Environment level assistance: Critical Advantage, Critical Service & Proactive 24 (version purchased based on technology covered) Holistic support designed to meet your specific business critical IT requirements: Mission Critical Partnership Efficiency, performance, improved business ROI

5 5 –Cost savings –Potential for quick deployment –Rapid response to business changes – Achieving high availability and performance goals –Managing end-to-end support issues –Taking full advantage of server management tools AdvantagesChallenges How do you realize the full potential? Moving Mission Critical applications to x86/Virtualized Environments

6 Optimize your ROIT and realize the full advantage of the technology running critical applications in virtualized industry standard environments HP Critical Advantage Comprehensive support solution designed to help you to reduce costs, improve performance and availability, and master complexity –Comprehensive infrastructure support for business critical IT –Flexible reactive support levels & proactive deliverables –Personalized support through assigned account team –Improve performance and Availability

7 HP Critical Advantage Flexible Proactive Services Core Proactive Services Assigne d Account Support Team Mission Critical Reactive Support ROIT COST End to End Infrastructure Support

8 Single point of accountability…when every minute counts Critical Advantage, Assigned Team Remote Support Account Advocate –Global Mission Critical Support Center lead –Knowledgeable regarding the customers environment –Oversees escalation management –Develops personalized reactive and proactive deliverables, including patching –Provides activity reporting and trending Mission Critical Hardware Specialist* –HP Mission Critical Certified –Reactive and proactive hardware support –Coordinate repair & installation *assigned when you choose 6hr call to repair reactive support Account Support Manager –Single point of accountability –Orchestrates all service deliverables –Develops and maintains Account Support Plan, delivers proactive services –Provides best practice sharing and knowledge transfer

9 Minimize Downtime Remote Monitoring of environment through HP Insight Remote Support Access to HP Global Mission Critical Solution Center Assigned Remote Support Account Advocate Rapid call management and response handling Risk reduction and continual improvement Post incident analysis leads to future incident prevention Match support to your business requirements Flexible Break/Fix Support Solutions Choose the level of reactive support you need –Match the criticality of the components in your environment, choose from : 6 Hour Call to Repair 24X7 4 hour onsite response 13X5 4 hour onsite response

10 Highest priority response and restoration for mission critical customers Rapid Reactive support infrastructure Global Mission Critical Solution Center Dispatch (Team and process) – Critical Event Manager – Worldwide technical expertcenter – Specialist support orgs SAP, Novell, Redhat,Microsoft, SUSE, etc Mission Critical customer Multiple points of access: IVR, web, Dedicated MC response line MC support team – Product competency – Business recoveryspecialists – ASM – RSAA Collaboration Level 2 and Level 3 resources Remote Support Account Advocate Incidents immediately triaged based on business impact On-site field support MC hardware specialist MC parts pool Accelerated Elevation Mission Critical Support Teams Mission Critical Processes

11 Proactive incident prevention HP Insight Remote Support Advanced –Single management console –24x7 remote monitoring –Automatic event detection and logging –View incidents, parts details, contract details, self-repair videos –Data for proactive services –Availability tracking –Average incident resolution time reduced by 20% –Near 100% accuracy of diagnosis –Incident prevention –Improves productivity of IT organizations –Reduces operational costs FeaturesBenefits Note: for HP Critical Advantage, Insight Remote Support is required as a minimum. Insight Remote Support Advanced is recommended for certain environments.

12 Foundation for maximum performance and availability Core proactive services OS & Hypervisor Storage & SAN Server Network Account Management Virtual and Physical Technology Review Firmware and Software Revision Analysis Remote Support Solution

13 Focused services for MC X86/Virtualized Environments Flexible proactive services OS & Hypervisor Storage & SAN Server Network Performance and Capacity Analysis for Virtual Environments 40 Credits Virtualization Readiness Workshop for Critical Applications, 30 Credits Availability Analysis for Virtual Environments, 35 Credits Software License and Hardware Asset Inventory, 20 Credits Insight Control Power and Thermal Monitoring, 40 Credits Security Review for Virtual Environments, 30 Credits Backup and Recovery Workshop for Virtual Environments, 15 Credits *Service credits are redeemed for Flexible Proactive Services; all Proactive Select services also available as Flexible Proactives, these are key examples

14 Assigned Account Team: Account Support Manager, Remote Support Account Advocate, Mission Critical Hardware Specialist (with 6hr Call to Repair) Critical Advantage Deliverable Summary Core Proactive ServicesFlexible Proactive Services Reactive components for each product in the supported environment includes: –MC Response Center with dedicated phone number –24x7 SW support –Choice of HW support (6 hour CTR, 24X7x4hr response or 13x5x4hr response –Enhanced parts inventory management (6hr CTR CA only) –Immediate Mission Critical Hardware Specialist dispatch (6hr CTR CA only) –Rapid connect for critical incidents –Accelerated escalation management – Account Support Plan – Support Plan & activity reviews – Operational & technical advice – Remote Support Technology set up – Access to ITRC knowledge base website – OS, firmware and SW revision analysis – Virtual and Physical Technology Review Critical Advantage credits to select from: –Performance Tuning/Capacity Planning for Virtualized Environments –Mission Critical Application Migration Assistance for Virtualized Environments –Availability Optimization for Virtualized Environments –SW License Management and HW Asset Tracking –Power and Cooling Gap Optimization –Virtual Environment Security Review –Backup and Recovery for Virtualized Environments –Any activity on the Proactive Select menu –Custom ASM activities

15 Realize the benefits of Critical Advantage –Shift resources from firefighting to business focused projects –Take full advantage of technology advances and best practice sharing Increase innovation –Rapid ramp up, shorter time to production –Scalable price points, ability to target service levels –Your single points of accountability (RSAA, ASM) –Advice and recommendations on HP tools and technologies Reduce complexity –Reduced unplanned downtime through proactive services and rapid incident support –Augment your staff with HP expertise in new technologies, service management, performance optimization Improve availability and performance Increase business relevance Drive costs down Rapid ROIT

16 What HP Mission Critical Services customers say

17 Dallas Cowboys IT improvements Business Outcomes ObjectiveApproachResults – Establish IT infrastructure that transforms spectator sports and advances growth of nation’s top athletic franchise along with its portfolio of 30 businesses – Collaborate with HP Services consultants to plan, implement and smoothly transfer to virtualized infrastructure while building in-house expertise IT improvements – Create ten-year road map and transfer within eight months from ‘80s IT to state-of-the-art infrastructure – Establish specialized support procedures and services to assure flawless event-day operations – Enable a small staff to manage 250 servers and 200 storage disks running the stadium and 30+ businesses – Free up IT team to craft new services that raise earnings and efficiencies Business outcomes – Lower total cost of ownership by $1 million/year – Increase event-day earnings by 30% in first year – Expand customer relationships and revenues with customized services that engage and enthrall fans – Capture intelligence to advance all Cowboys’ businesses “Our on-site HP consultants were our linemen, our first line of defense. They knew that if they did their part right, everybody behind them would have the opportunity to be successful.” -- Pete Walsh, Head of Technology, Dallas Cowboys

18 “HP expertise and technology have helped our IT staff switch its focus from 30% on innovation and 70% on operations to 80% on innovation and 20% on operations. That helped make this new stadium and its increased revenue possible.” Bill Haggard director of enterprise infrastructure Dallas Cowboys

19 AAR Corporation ObjectivesApproachResults – Provide business units and employees with more reliable and responsive IT services – Consolidate data center infrastructure to support growth and reduce power demand – Improve infrastructure stability and performance – Simplify administration – Replace legacy platforms (including Sun Solaris) with HP BladeSystem c-Class: HP Integrity BL860c server blades with Intel Itanium processors running HP-UX 11i v3 HP ProLiant BL460 server blade with Intel Xeon processor running Microsoft Windows Server 2003 – Implement HP Virtual Connect – Employ HP Critical Support – Doubled transactions per minute for employee portal – Improved responsiveness and accessibility of business information – Reduced server demand by 50 percent, supporting increased workloads – Ensured greater availability of critical business applications – Reduced total cost of ownership

20 “We don’t have to wait on a phone to contact an engineer if we have a drive failure. They contact us, check the event log to make sure everything is as it says it is in HP Systems Insight Manager and fire off a drive to us. The technician comes and installs it, and we move right along. It works beautifully. Darren Shears, Technical Architect, Corporate Information Management Services Government of New Brunswick

21 “The Business Value of HP Mission Critical Services” Randy Perry, Vice President Business Value Strategy, IDC Corporation, June 2010 –Companies lose millions annually in lost productivity and business interruption due to downtime associated with mission critical systems. –HP Mission Critical Services is able to reduce the costs of delivering Business Critical IT by an average of 17%. –HP Mission Critical Services is able to reduce downtime by 70-75% typically saving companies $23,000 per 100 users annually. What IDC Says

22 Outcomes that matter.


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