1. © 2004 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice HP Software Flexible Assist Services Release 1 Speaker name Title, HP April 2004

2. Agenda What (What is the product or solution) 1. Customer challenges /Scenario 2. Qualification 3. The solution / Value propositions So what (What makes this product/solution unique and how to use this information) 4. Differentiators 5. Competition 6. Pricing and configuration Now what (What happens next) 7. Tools and resources 8. Solution roadmap 9. Summary

3. Objectives After attending this training, the attendee should be able to: Clearly articulate the solution’s value proposition Identify customer problems that the solution can solve and how. Propose a potential solution to a customer problem using the product Respond to competitive challenges

4. Customer business challenges Market trends Increased demands Under pressure: maximize performance, minimize disruption Every customers IT department is different Business challenges Customers under pressure to show software investment ROI quickly Technical challenges Customer’s in-house resources and capabilities are limited

5. Qualification What to look for: SMB – mid-enterprise customers Limited in-house IT resources / capabilities Affordability is key issue and delivery duration 2-4 weeks Customer nervous to install software on their own Purchase of HP OpenView software requiring customization Purchase of complex HP OpenView software (Service Desk, Performance Insight) HPS C&I either does not want deal due to size or does not have the resources and / or capabilities to deliver on deal Local language, knowledge of local culture and/or country presence is important

6. Qualification Questions to ask Q1 - Does the customer need help installing their HP OpenView or storage software? Q2 - Would the customer like help in building customized reports, filters, web interfaces, document, creating backup configurations, etc to gain maximum efficiency / effectiveness for the software? Q3 - If customer has purchased a number of HP software products at one time, do they need integration assistance? Q4 - Does customer need help in migrating or installing upgrades? Q5 - Would customer like help identifying their software capabilities that they are not using today which could significantly help them to improve their bottom line? Deals that are not a prospect Any large consulting deal that takes longer than 1 month to complete Deals typically over $50K in consulting size Deals with HP Strategic Accounts note that these deals need to be evaluated first by HPS C&I who has first right of refusal

7. HP Software Flexible Assist Services customer value proposition Affordable, short-term customizable technical services for HP OpenView and storage software Tell us what you need, we get you up and running quickly at maximum effectiveness Objective: customers quickly begin utilizing software and productivity enhancing features Goal: achieve highest level of customer satisfaction - Delivery performed by HP or HP Software Business Partner with local language or environment experience Software investments have never been easier Buy full solution directly from HP Don’t worry about in-house resources / capabilities

8. Maximize HP revenue opportunity Goal not to take revenue away from HPS C&I & HPCS Goal to capture otherwise lost opportunity HPS C&I given “first right of refusal” on potential deals - Deals C&I accepts are transferred to C&I who books & recognizes revenue (PL4K) - Deals C&I refuses may be booked to Flex Service Program & external delivery partner utilized (PL8S) Process working well in countries Deals turned down by C&I typically due to: - Lack of available / trained resources in country - $ value of engagement to low Joint strategy with HPS C&I to fill market gaps

9. The solution Flexible packaging allows customer to choose and create the solution their environment needs HP will evaluate the best delivery mechanism to to provide the solution - Solution may be delivered by a HP Software Business Partner (language or relevant environment expertise) Can be used for any type of HP OpenView or storage software related short-term technical service Implementation / Integration Customization / Configuration of HP Software *Cannot be used for software license products

10. The opportunities I’m interested in the power of HP OpenView but nervous about installing it… HP Partners can come onsite to deploy and integrate the software quickly & effectively. They are experienced pro’s at getting it running! I’ve been happy with my HP Software but wonder whether I could gain even greater effectiveness.. We can build customized reports for you, web interfaces, do system maintenance and tuning. I know HP OpenView Performance Insight is a powerful tool but I’m not sure whether I have the in-house capabilities to customize it to my environment. Experienced HP Partners will come onsite and customize HP OpenView PI to your environment. To ensure affordability they will leverage & focus on the areas that will provide most value to your unique environment. HP OpenView Service Desk will transform my help desk but how do I tie everything into it? What customization features are available? Our HP Partners install Service Desk in all types of environments. They will bring their learnings and experience to ensure they install the right Service Desk solution for you. Would you like to build your in-house staff knowledge of HP OpenView and have someone sit with them and review the applications? HP Partners can build customized trainings to build knowledge and can sit with your staff onsite ensuring they feel comfortable with the applications. Flexible Assist Services can help with all of these!

11. Value proposition to sales team Compensation Country Sales Manager Software Sales Rep Country Channel Manager / PAM SGBU sales reps can sell third party services Increases HP OpenView license sales New & immediate revenue stream for PL8S Flexible Assist Services deals booked as new PL8S orders Happy customers

12. FAS end-to-end process Customer is interested in OV customization service & contacts Sales Rep Customer Sales Rep / Channel Mng Partner SGBU ServicesOrder Admin If customer approves quote gives PO to SR Customer accepts the deliverables of the service SR provides PO to Order Admin SR opens PO for Partner delivery SR ensures Partner has Signed “Framework” T’s &C’s SR attaches SOW to “Framework” T’s&C’s SR works with Channel Mngr to identify delivery partner. SR completes “Deal Authorization” sheet & Submits to SGBU Services SR sends deal proposal to Order Fulfillment Meets with customer & creates SOW. Submits SOW & price point to HP SW Country Mngr MUST Review partner SOW & approve Partner signs “Framework” T’s&C’s Partner initiates delivery of service with customer Quote is processed T’s&C’s sent to customer Order Admin places the Invoice on hold in a Separate section of OMS Reviews “Deal Authorization” sheet & sends authorization To SR SR notifies Order Admin Delivery is complete Partner issues invoice to HP Order Admin drops the invoice & revenue is recognized Receives notification that Service has been performed

13. Sales Roles & Responsibilities Sales RepChannel TeamCountry ManagerSGBU ServicesPartner - Identifies Opportunity - Identifies / Qualifies Delivery Partner - Reviews deal SOW for reasonableness - Provides financial model, processes & SOW templates - Creates SOW - Owns Customer Relationship - Ensures Partner provides HP with their BEST rate - Approves deal - Provides legal framework - Provides HP with their BEST rate - Closes / books Deal - Ensures Partner signs legal Framework once per year; attaches SOW to legal Framework - Reviews / Approves deal for financial objectives - Performs SOW Delivery - Performs Deal Admin Tasks - Coordinates delivery with Partner - Ensures profitability of deal - Involved in any deal escalations with Partner - Uses legal framework to restricts HP‘s liability - Partner follow-up

14. Differentiators Flexible Assist Services are different than HPS C&I consulting services Defined short-term technical services Targeted at SMB customers Relatively low $$ value Unique - an HP Software Business Partner may deliver service Has necessary language skills Business understanding Relevant environment experience Ensure customer satisfaction Technical services customizable yet affordable

15. Competition Competitors may say they offer a full solution Challenge them Are their services customizable? Are their services affordable? Are their services delivered by local resources? Is it easy for the customer to do business with them? (able to do one contract?)

16. Pricing and configuration Product Numbers - U4272AA: HP OpenView Flexible Assist Services - U4271AA: HP OpenView storage software Flexible Assist Services Pricing - Completely customized based on engagement type, duration, etc - Ask partner for quote to perform delivery ~ ensure you get partners BEST rate for HP - 30% uplift MUST then be applied to partner price in order to come up with price to charge customer Deal Authorization must be obtained - Price of deal to be approved by SGBU Services via Deal Authorization sheet - Country Manager must review & sign-off on Scope of Work written by partner Book as new upfront - Upfront sales admin process and tools should be utilized (OMS or SAP Fusion system). Do not use contract admin systems

17. Deal example

18. Tools and resources Important tools located at: http://ovso.europe.hp.com/services/flexservices/ Product briefs - Customer brief - Partner brief Customer presentations Sales process document Deal authorization form Legal T’s & C’s

19. Summary Benefits Affordable, customizable solutions with local language, presence Differentiators Completely customizable (note that some countries have created re- usable engagements) Value proposition to customer Affordable, customizable technical services to get your software up and running quickly and at maximum effectiveness Value proposition to sales team Compensation

20. © 2004 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice Thank you Please forward any questions or comments on this training to: ovwwtraining@hp.com