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

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Presentation on theme: "© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Grow your services business."— Presentation transcript:

1 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Grow your services business with HP Support for 3PAR 7000 range HP Support Portfolio - Simplified Paul EarlyUKI Channel Manager

2 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 2 Business OpportunityPaul Early HP Services for 3PAR 7000’s Deployment ServicesDamien Gavigan Proactive CareReuben Melville HP Support Portfolio - SimplifiedPaul Stancombe Summary and Call to actionPaul Early Q&A Agenda

3 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 3 Big customer demand for the new 3PAR technology Maximise your customers investment: HP Deployment s ervices Perfectly aligned for HP Proactive Care support 3PAR Support - Business Opportunity

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

5 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 5 Deployment Services HP 3PAR StoreServ and Software 7000 Storage Installation and Startup Services HP 3PAR StoreServ 7000 Replication Software Suite Installation and Startup Service HP 3PAR Adaptive Optimization Policy Implementation Service HP Enhanced Implementation Service for SANs HP Data Replication Solution Service HP Storage Virtual Volume Design and Implementation Service HP Storage Data Migration Service HP Deployment Services Service Benefits Allows the customers IT resources to stay focused on their core tasks and priorities Ensures new HW is Deployed into operation right, first time; reduce risk accelerating the deployment best practice configuration from day one Helps Customer more effectively utilize your HP 3PAR StoreServ 7000 Storage thanks to customer orientation session All of which ensure your customer realizes the maximum benefit from their storage investment

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

7 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 7 Unplanned IT downtime can result in significant costs to your businesses In addition to lost productivity, organisations can lose substantial amounts of revenue and lose reputation for quality and reliability Mission Critical support services provide comprehensive proactive preventive support solutions across your IT environment to increase availability, boost performance and reduce these risks to your business 4. Finances Revenue recognition, cash flow, credit rating, stock price, regulatory fines 3. Reputation Customers, competitors gain advantage, suppliers, financial markets, business partners 2. Productivity Can your employees work normally during the unplanned downtime? Will as many products be made or services fulfilled? 1. Revenue Direct loss, compensatory payment, lost future revenues, billing losses, investment losses The Cost of IT downtime Mission Critical support helps prevent costly unplanned downtime

8 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 8 For the 1st time in 20 years unplanned downtime is increasing 90% of all unplanned IT downtime is caused by suboptimum HW configurations, compatibility issues, out of date software, firmware and inadequate IT management processes Unplanned Downtime Yet, hardware components are more reliable than ever (processors, motherboards, discs, fans etc.) 10% 90% Reactive support Mission Critical support Configuration & Processes failures Hardware failures Memory Processors Discs Fans Suboptimum configurations HW & SW compatibility issues Outdated patches Outdated firmware Outdated BIOS Outdated drivers Inadequate planning Suboptimum change management processes Suboptimum back up and recovery

9 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 9 Help customers meet SLAs with the right support level Operational Support Services for HP 3PAR StoreServ 7000 HP Installation & Start Up Services Reactive Services For Customers who can afford to react to issues when downtime has already occurred (eg T&D) CTR, 4hr Resp, NBD Proactive Care For environments with increased availability, improved performance and enhanced reactive services Proactive Care Core & Proactive Care Personalised Option Data Centre Care A flexible service which can be customised to meet the highest levels of functionality, availability and reactive response required in Mission Critical environments Recommended Service Level: Proactive Care & Proactive Care Personalised Option Fix Customers Storage before it breaks. Help keeping their systems up to date. Giving them rapid access to our advanced technical experts Deliverables: Proactive & Enhanced Reactive Support. Access to the Advanced Solution Centre, Incident Reporting, Proactive Scan, Platform Revision Management Additional Options: HP Proactive Care Personalised Support. Aligning an Account Support Manager (ASM) to deliver on-going Technical Advice, Escalation Management & Account Planning Why Proactive Care: Proactive Care reduces problem resolution time 40% faster & can reduce unplanned downtime by as much as 50%

10 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 10 Proactive Care - for HP StoreServ 7000 Proactive Care Core: 7200 Remotely Delivered 1/4ly Incident Reporting 1/2ly Proactive Scan 1/2ly Platform Revision Management Call Home Technology Access to the Advance Solution Centre 3 Reactive SLAs – ( with Collaborative Care) ‘Fix my Storage before it breaks. Keep my systems up to date. Give me rapid access to your advanced technical specialists’ Proactive Care Personalised Option: 7400 Inc ALL of the Core Deliverables, Assigned Account Support Manager Operational & Technical Advice On-site 1/2ly Support Reviews Annual Personalised Support Plan The above Service is the recommend solution for the P7000. Additional service levels can be provided, Reactive Hardware Support and for bespoke solutions, Datacentre Care HP Installation & Start Up Services

11 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 11 HP Proactive Care Proactive Care Core: Quarterly Incident Reporting (remotely) Half Yearly Proactive Scan (remotely) Half Yearly Platform Revision Management (remotely) Access to Advanced Solution Centre NB Day, 24x7x4hr & 24x7x6 CTR Hw Response & DMR Collaborative Support Assistance in installation of IRSA Personalised Option Includes: Assigned Account Support Manager Operational & Technical Advice On-site 1/2ly Support Reviews Annual Personalised Support Plan Personalised Escalation Management Skills on Demand: Access to expert technical skills when and where you need it Buy blocks of 10 credits to purchase Able to select from a broad range of services to address the lifecycle of your needs

12 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 12 Choosing the right solution Which solution to meet our Customers needs? With PC Personalised, you have a ASM assigned to deliver on-going advice, and visit the customer at their site With PC Core, remotely delivered via a TAM twice a year. With PCP, you have an ASM & a TAM assigned All Proactive Care Customers log their calls through the Advanced Solution Centre. With P24, they use the standard Response Centre With Proactive Care, you get Collaborative Support within the Reactive Service. You do not get this with P24 Account Support Management Advanced Call Logging Hardware & Software Support On-going & On-site Advice PROACTIVE CARE CORE P24 PROACTIVE CARE WITH PERSONALISED OPTION √ √ √ √ √ √ √ √ √ √

13 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 13 Position Proactive Care with all new 3PAR deals Make the most of the Proactive Care promotions in H1 Next Session Work initiated based on Partner feedback Support Portfolio - Simplified Call to action

14 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. HP Support Portfolio - Simplified Paul Stancombe Business Manager - TS Attach Services UKI

15 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 15 HP’s historic approach to its Support Portfolio

16 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 16 Simplified Messaging – 3 Tier Content Product / Generalist Sales – High level Value Proposition TS Sales Specialists – Support Customer Engagement Subject Matter Experts – Solution Architects, Trainers Customer

17 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 17 TS Support : Positioning Reactive “Fix IT Fast” A fast and reliable breakdown service when things go wrong Part of the basic offer! Proactive “Keep IT Running” Regular servicing and monitoring to prevent problems from occurring Needed as a minimum sold! High Availability “Make IT Better” Holistic fleet management - people, processes, tools, customised & comprehensive A complete solution!

18 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 18 Reactive Proactive Proactive Care Increased availability & performance Stops problems before they ever occur 50% more IT availability Keeps your systems up-to-date Twice yearly config. Advice Fixes faults 40% faster Exclusive access to HPs Advanced Solutions (Response) Centre Assistance deploying HPs remote support tools Proactive Care Increased availability & performance Stops problems before they ever occur 50% more IT availability Keeps your systems up-to-date Twice yearly config. Advice Fixes faults 40% faster Exclusive access to HPs Advanced Solutions (Response) Centre Assistance deploying HPs remote support tools Reactive hardware &/or software support Reactive support direct from the manufacturer from as little as £1 a day Experienced HP engineers Approved HP spares Access to HPs self help ‘Electronic Support Centre’ HP Confidential £ Price / IT Availability IT Criticality HP’s New Support Portfolio High Availability Critical Service When high availability is the goal and unplanned downtime is not an option A Mission Critical service Designed to meet your individual business requirements Dedicated HP Mission Critical account team Single-point-of-contact Our best call handling Exclusive access to the Mission Critical Response Centre Critical Service When high availability is the goal and unplanned downtime is not an option A Mission Critical service Designed to meet your individual business requirements Dedicated HP Mission Critical account team Single-point-of-contact Our best call handling Exclusive access to the Mission Critical Response Centre

19 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 19 Service Positioning for Product Categories PC Personalised= PROACTIVE CARE WITH PERSONALISED OPTION Shaded Boxes are RECOMMENDED SERVICE LEVELS ISS HPSD High Availability PC Personalised Critical Service PC Personalised HPN Low EndHigh End Low End Mid Range High End Low EndHigh End Standard Proactive Care PC Personalised Proactive Care PC Personalised Proactive Care PC Personalised Basic Reactive Proactive Care Reactive Proactive Care PC Personalised Proactive Care Integration & Technical Services (ITS)

20 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 20 HP’s Recommended Support Service High End Low End Mid Range Proactive Care Personalised Reactive ISS Proactive Care Critical Service HPSD Proactive Care Personalised Reactive HPN Proactive Care Personalised HP’s Proactive Services : 1. Fixes Before it breaks 2. Keeps Systems up to Date 3. Rapid Access to the best HP People HP BCS Solutions – Consult your Services Specialist

21 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 21 Recommended Support Service for ISS Low End High End ML350, ML370, DL360, DL380, DL560, DL580, DL785, DL980 Blade Enclosures c7000, c3000 SL600, S6500. All Blade Servers Microserver, ML110, ML150, ML310, DL120, DL140, DL160, DL180, DL320 High Availability StandardBasic Proactive Care Reactive Proactive Care Proactive Care Personalised

22 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 22 Recommended Support Service for HPSD Mid-Range High End XP, X9000, EVA, StoreServ 10800,10400 ESL libraries B6200 StoreServ 7400, EMLlibraries, MSLlibraries, X5000, HP StoreVirtual (Lefthand) High Availability StandardBasic Critical Service Proactive Care Low End StoreServ 7200, MSA 2000, X1000 & X3000 NAS, Blade System HP StoreOnce (D2D), Backup, RDX drives & autoloaders, MSL Reactive Proactive Care Proactive Care Personalised

23 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 23 Reference Card (front)

24 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 24 Reference Card (back)

25 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Thank you Q & A

26 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 26 Next webinar: 22 nd February – Understanding HP Contractual Services Later this month


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