1. HP Software-as-a-Service Business Availability Center
Natalie Figge HP SaaS BSM Portfolio Manager

2. Why the move to Software-as-a-Service?
“The value of IT management software is not derived from its deployment, rather, the benefit comes from its use. Software-as-a-Service helps organizations quickly unlock the value to the business.”
The key to accelerating your business outcomes and achieving the full value of your IT management software is through SaaS.
So what is Software as a Service?
Simply put, Software as a Service is a low-cost way for you to obtain the same benefits of commercially licensed, internally operated software without the associated complexity, risk or cost.
RAY PAQUET
MANAGING VICE PRESIDENT 3
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3. Business Availability Center on SaaS
HP Software Ready to Use
Always There – 24/7
Part of Your Team
HP Software
Application servers
Databases and Servers
Storage and Network
80+ global monitoring locations with different ISPs
Monitoring over firewall
“Last mile” monitoring
Application lifecycle management
Infrastructure management
24 x 7 Operations Support
Ongoing Upgrades
ITIL certified Technical Account Manager (TAM)
Ongoing expertise & mentoring
Driving adoption
Scripting
Configuration
Integrations
HP Software-as-a-Service is very different from a hosting service. Typically, hosting services include the machines and initial software installation. Customers are responsible for application management, patch installation, upgrades and modifications to the system, and must rely on Customer Support for assistance using the product. However, this is not the case with HP SaaS.
There are three aspects of HP’s Software-as-a-Service: Infrastructure, Operations and Expertise
Ready to use – HP SaaS hosts and manages the infrastructure for BAC implementation. The customer can realize quick time to value by the pre-deployed infrastructure available for immediate use. Additionally, HP SaaS also provide access to the 80+ global monitoring locations with different ISPs hosted and managed by SaaS. Not only do we provide monitoring over the firewall, HP SaaS BAC also facilitate last mile monitoring from different locations, simulating different connection speeds, to provide you a more accurate view of the performance and availability experience of you customer base.
Operations – HP SaaS is a 24 X 7 organization with support via web, and phone. HP SaaS also provides a highly available infrastructure environment to help customer manage their monitoring implementation
Expertise – as a part of the service, a named technical account manager will work with the customer to ensure successful implementation of the monitoring solution. HP SaaS will work with the customer to help them come up to speed with the product and it’s capabilities. With deployment of monitoring solutions for over 350 customers worldwide, HP SaaS has established implementation best practices and will guide you through your implementation through the duration of the service.
HP SaaS Global Best Practices & Processes
High
Availability
Disaster Recovery
Administration
Change Management
Capacity Management
Performance Management
Security & Audit Management
Workflow
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4. HP SaaS: Your shortcut to success
If you don’t get here, we lose.
Implement & ensure best practices
Leveraging solution
Business value
HP Software-as-a-Service
Training
Build 24/7 support
Ensure availability
Ensure performance
Ensure security
More and more, IT is turning to a Software-as-a-Service model to address this complexity explosion and allow them to focus on the usage of the solution and less on the technology.
From a business standpoint, it offers a faster time to value and a predictable and transparent cost and value, where the burden of adoption is shifted to the vendor. This also ensures that timelines and TCO are predictable without the risks that deployment and upgrade cycles typically bring.
SaaS bypasses the implementation and maintenance cycles that add unpredictability in costs, time, and value and ultimately can take focus away from leveraging the solution.
Reduce capital expenditure
Fast time to value
Expand your IT team
Shift burden of adoption to vendor
Predictable and transparent cost and value
<upgrades>
Reduce risk in implementaiton and upgrades
Eliminate confusion between IT and business
Predictable TCO
Set backups
Unpredictable costs & time.
Business initiative
Plan
Obtain software
Obtain infra
Set disaster plan 5
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5. On premise implementation
The HP SaaS Head Start
Ongoing upgrades and mentoring continually drives value
With the jump start that you receive by leveraging our pre-deployed infrastructure, you are already receiving value from your software purchase within the first three weeks. Then as our technical account manager works with you over the course of the deployment to provide mentoring as well as HP SaaS taking the ownership of the upgrade process, over time the value that you realize with software-as-a-service is far greater than that with an on premise implementation.
Value
HP Software-as-a-Service
Configuration complete
Ready to go system
On premise installation complete
On premise implementation
Day Day Months Ongoing
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6. Business Availability Center – ready to use infrastructure
HP SaaS
Customer
Scripters PC
Scripting servers
Secure connectivity
Network operations center
Application under test
Application access
Points of presence
BAC servers
HP SaaS has a ready-to-use BAC infrastructure available for accelerated monitoring deployment. HP SaaS also hosts a 24 X 7 Network operations team along with a team of expert engineers that provide scripting services. All communication of data is over a secure channel. HP SaaS has 80+ global locations across the globe with different ISPs that can monitoring applications over the internet. Additionally, HP SaaS can also monitor applications over the firewall to monitor internal applications and facilitate last mile monitoring. Communication is initiatied by these global points of presence into BAC.
Points of presence
SiteScope servers
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7. SaaS BAC global footprint
EMEA
North America
28 business process monitors
Asia
43 business process monitors
Specialized infrastructure in a large scale monitoring deployment will require
Installation of the monitoring environment
Installation of global locations with different ISPs to simulate user base
Understanding the product
Configuration using standards
Training your user community who will administer and maintain the monitoring solution
Transferring knowledge of best practices and
Establishing a Center of Excellence
SaaS is well-equipped for all of that and more.
HP SaaS has been implementing such monitoring solutions since FY With over 300 successful BAC implementations, 40% of our customer base monitoring over firewall (internal locations). HP SaaS has a global distributed presence with 24X7 support to facilitate support over different time zones, scripting experts in different regions, 43 monitoring points of presences America, 28 in EMEA and 13 in Australia and Asia. Each day, HP SaaS
Manages 100 million pieces of data
Monitors 600,000 business processes every 15 minutes
Provides each customer with 90 alerts on average
Americas
Africa
Australia/ Asia
13 business process monitors
South America
SaaS BSM fun facts
Experience implementing BAC Solutions since FY 2000
300+ customers on SaaS with successful BAC deployments
Monitoring over the firewall – 40% of our customers monitor over firewall
80+ distributed Points of Presence around the world
Oceania
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8. Ongoing expertise—Business Availability Center of Excellence evolution support
Scope Planning and Definition
Project execution
Information Distribution
Education and Enablement
Best practices and Ongoing mentoring
User forums
24x7 support
Implementation, scripting, configuration and reporting services
HP SaaS follows the fundamentals as described by Project Management Book of Knowledge (PMBoK) to onboard, manage and maintain your BAC implementation. The five process groups define the life-cycle of your engagement with HP SaaS, typically at least 1 year, BAC scoping, planning, migration, implementation of best practices and ongoing maintenance of monitoring services with HP SaaS. You can rely on HP SaaS ongoing expertise for assistance in:
Assessing IT and business requirements
Defining monitoring needs and scripting business processes
Setting thresholds and alerts
Responding to IT and business changes, which impact monitoring requirements
Diagnosing application problems 9
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9. HP Software-as-a-Service
HP SaaS BSM Capability
Evolution of HP SaaS BSM Customers
Transaction Management (TV and BPI)
Enterprise Integrations
BSM
HP Software-as-a-Service
Problem Isolation
Application Mapping and UCMDB
Operations
Application Diagnostics
Service Level Management
A maturity model is a conceptual framework, with constituent parts, that defines maturity in the area of interest – in this case, Application Management. The Application Management Maturity Model establishes the dependencies of business process and resources and the level of maturity an IT organization should follow in order to be successful in it’s delivery of monitoring services. In working with many customers, HP SaaS has come to identify that to successfully implement BSM maturity, monitoring deployment happens in incremental steps divided into 3 broad categories of “Applications”, “Operations” and “BSM”.
First, IT Operations needs to understand the end user experience. Collecting silo’ed data does not give a true picture of what the end user is experiencing. This is the sanity check essential to knowing if customers are being serviced properly.
Second, HP SaaS customers typically move to infrastructure because, ultimately, the services reside on servers, networks, routers, etc. Combining the infrastructure and end-user status provides a much more relevant perspective but it does not yet provide enough process and structure.
Third, once the underlying data is being collected it is necessary to structure it around SLAs. This step involves much more than just product. It requires process and people change. IT and the business must work together to understand what should be monitored, how it is organized, and how success is defined.
The fourth stage involves understanding which specific components of your code is causing slow performance, so as to gain visibility to composite components through transaction tracing across multiple tiers, facilitated through Application Diagnostics.
The fifth stage is Application mapping. This is enabling technology that discovers the key components and establishes the relationships between the services and the infrastructure. Once mapping is incorporated, IT Ops now has an accurate BSM strategy.
However, there is another stage required. The environment changes all the time. Databases grow, servers are upgrades, applications are patched, and business requirements change. The ability to handle the changes provides an effective BSM strategy which concludes with the implementation of Transaction Management.
Infrastructure Management
Applications
End User Management
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10. Does SaaS for Business Availability Center make sense for you?
Customer has:
Customer needs:
Broad infrastructure requirements
Need to focus on the business not IT
Aggressive deadlines
24/7 monitoring and support needs
Distributed IT and application teams
Ability to juggle global audiences, complex deployments
Accelerated path to monitoring and HP IT expertise with close relationship to R&D
Enhanced focus on using the solution, not deployment plus fortified internal project teams
Production monitoring, global or outsourced teams
Guidance in building, and supporting your monitoring centre of excellence – 24/7
Customers w/ distributed IT and application teams and 24/7 monitoring needs.
This is a growing trend as applications become more complex and outsourcing trends continue. Typically what is found is that there is an additional challenge in creating a unified monitoring methodology and practice amongst a distributed team. BAC provides the platform to assist a distributed team, the web access allowing distributed teams to view and access the monitoring environment. SaaS with their 24/7 support and assigned Technical account manager helps develop and support a plan to help a customer accelerate their path to a Center of Excellence.
Aggressive deadlines and customers who need to focus on the Business not IT:
The BAC SaaS team has a proven track record of assisting customers with some aggressive timelines. This can be seen 2 fold –
1 – having a pre-deployed BAC infrastructure that is managed by a BAC expert IT group that is ready to be used. By leveraging a pre-deployed infrastructure and on demand training, you can start realizing the value of your HP Software purchase in less than 3 weeks.
2 – having a project team with SaaS that can help script, configure and monitor your applications.
Broad Infrastructure Requirements:
With applications that have global audiences – deployments of applications are becoming increasingly complex in their monitoring requirements. Multiple data centres, distributed infrastructure, geographical limitations that impede establishment of network and bandwidth with ISPs for monitoring – these all can lead to complex monitoring requirements. With 80+ globally available locations with different ISPs, 300+ successful BAC deployments, multiple subnets, multiple Gb pipes, and current monitoring of 600,000 business processes every 15 minutes, and 90 alerts per customer on an average, HP SaaS has the largest BAC capabilities and expertise to handle such complex requirements
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11. Qualification for BAC – what to look out for?
What do you look for in accounts?
Basic End User Monitoring (BPM or RUM) is in play, but of course!!!
Wants a phased implementation of monitoring solution
When competing against pure SaaS vendors such as Gomez or Keynote
Prospect Qualification Questions
Do your IT Operations teams struggle with a reactive approach to problem resolution? (position BAC)
Do your teams find it daunting to solve difficult problems because of lack of visibility to outages or lack of knowledge of existing monitoring tools? (position SaaS Services)
Do these problems/outages have business impact you would like to measure but don’t know how? (position tool and configuration services)
Can you provide an overview of current challenges faced in your monitoring infrastructure?
What you hope to hear is about resources (or lack thereof)
What you also hope to hear is silo-ed approaches implemented in independent ways (position one point of contact – our TAM)
What you also want to hear is about availability of multiple tools & lack of visibility (position our tool and the 24X7 service)
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12. Qualification guidelines for BAC Contd…
When the prospect is not a good SaaS play
Are you hearing DDM with NO application on top of it
Not a SaaS play, usually requires less than a year of service
Is this deal a BPI, TV, SiteScope only deal with no end user monitoring?
Not a SaaS play, SaaS cannot provide any value added service for these components
Is this an OVIS customer migrating to BAC and has a lot of custom probes?
Flag it to HP SaaS Portfolio team for additional scoping
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13. Business Availability Center
What’s supported on SaaS?
SaaS supports ALL components of BAC
HP Business Availability Center™
Business Service Dashboard
End User Management
(BPM and RUM)
Problem Isolation
Service Level Management
Business Process
Insight
System Availability Management
(SiteScope)
Application
Mapping
Diagnostics
(J2EE, .NET, ERP/CRM)
TransactionVision
HP Business Availability Center delivers a complete end to end integrated Business Service Management solution.
Our Business Availability Center is comprised of modular and integrated software components. These individual components provide best in class management capabilities and the ability to be implemented as a complete BSM solution. Because of their modular nature, a BSM solution can be implemented incrementally allowing your most urgent needs to be addressed first.
The Business Availability Center consists of a Business Service Dashboard that presents a unified view into the health and management of business services. In addition, several integrated applications deliver the necessary Business Service Management capabilities and these applications also leverage a common CMDB that provides a single version of the IT truth.
Foundation
Universal CMDB
(Discovery, Federation, Reconciliation, Visualization, Change Tracking)
Alerts and Notifications
Service Impact Analysis
Enterprise Reporting
Third-Party Integration
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14. Pricing Models SaaS + Perpetual license + maintenance
Assumes customer is purchasing or owns licenses
Renewal year includes: SaaS + maintenance
$SaaS
$SaaS
time
$License
year1
$Maint
year2
$Maint
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15. Pricing Models SaaS term bundles Try & buy (1 year)
Operating expense, not capital expense
Get in at a lower price point
Term option is only available as a SaaS option!
$SaaS bundle
time
year1
year2
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16. Option to Convert Customers can try the SaaS bundle in year 1
Option to convert to Perpetual model in year 2
$SaaS bundle
$SaaS
$SaaS bundle
time
$License
year1
year2
$Maint
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17. FAQ on transaction pricing for (BAC-EUM)
What is a transaction?
One step in the business process that is being monitored?
What is included in the service?
Scripting for the application (any of supported protocols)
Dashboard configuration
Unlimited rescripting to reflect changes in the monitored application
Do we support target-based license SKUs
At this moment, you have to apply 4:1 conversion (4 targets is one transaction).
We are working on a separate target-based pricing for 2009
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18. FAQ on transaction * location pricing from public POPs (BPM Transactions)
What is included in the service?
Data management fee for maintaining and storing data for one transaction from one public location taken every 15 minutes for a year.
Highly available and redundant SaaS platform with 99.9% availability SLA
Public POPs infrastructure
What if the customer is buying a lot of transactions? It gets expensive.
It’s most likely that the customer will not be deploying all the transactions from all the locations.
Approach #1 – get the exact number of transactions per location to scope and price.
Approach #2 – provide a ballpark number of no more than 100 transaction from one location to scope and price.
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19. FAQ on private POPs pricing (internal BPMs)
What is included in the service?
Data management fee for maintaining and storing data for one transaction from one private location taken every 15 minutes for a year.
Highly available and redundant SaaS platform with 99.9% availability SLA
Efforts required to set up and monitor a private POP
How many transactions can run from one Private POP?
It depends on the protocol. Our guidance is to limit one location to no more than 100 transaction to limit the problems with CPU and bandwidth overload.
Why do we approach public and private POPs differently?
For historical reasons. We consider changing it in the future. For now we changed bands for private POPs to make them more affordable
First 5 private POPs for SaaS are no longer free
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20. FAQ on SAM pricing What is included in the service?
Data management fee for maintaining and storing data for SiteScope points (assumes 15 minutes interval between measurement points).
Highly available and redundant SaaS platform with 99.9% availability SLA
Configuring custom reports including SAM components.
Dashboard configuration
What happened to CPU-based pricing for SAM?
It’s no longer supported by the product license, and we align with the product license.
For legacy accounts or for accounts where only CPU count is known, 1 CPU equals 10 points
Do we need PSO when SAM is in the deal?
SaaS doesn’t provide services around onsite components. PSO, customer or partner is responsible for installing, configuring and maintaining SiteScope at the customer site.
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21. FAQ on SLM pricing What is included in the service?
Configuration work required to set up and maintain SLAs over time.
What happened to CPU-based pricing for SiteScope SLM?
It’s no longer supported by the product license, and we align with the product license.
For legacy accounts or for accounts where only CPU count is known, 1 CPU equals 10 points
What if customer purchased a lot of transactions? It can get expensive.
Not all transactions are typically included in SLAs. Customer might choose to purchase less SLM transactions in comparison to their BPM transactions if they have a limited budget.
What if customer purchased a lot of SiS points? It can get expensive.
We rarely see SLAs defined on infrastructure measurement data. Don’t advise SLM purchase for SiteScope to the customer if he has a limited budget.
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22. FAQ on inbound EMS Integrations Pricing
What is the standard pricing for inbound EMS integrations?
All EMS Integrations happen through SiteScope, therefore SAM pricing applies for inbound EMS integrations
At this point no standard pricing exists. Get the customer answer qualifying questions first, then involve Portfolio for T&M pricing
What are the qualifying questions for inbound EMS integrations?
What is the expected outcome of this integration – what’s the overall objective?
What kind of data will be sent from the external system – events, tickets, errors, data…?
How frequently will data be sent from the external system – what is the expected Events per second (EPS)?
For how long is the customer expecting to retain data in BAC?
Is PSO required for the opportunities that include inbound EMS Integrations?
SaaS does not provide services around onsite components. All EMS integrations at this time require SiteScope implementation and thus require PSO, customer or partner for installing, configuring and maintaining the integration on the customer site
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23. FAQ on BPI and TV Do we support BPI and TV?
Yes, we support them as data collectors – BPI and TV will send data to SaaS
What is included in the service
We will make necessary firewall changes to accept BPI and TV aggregated data and will store them to support out-of-the-box integration with EUM
We do NOT provide any value-add services around BPI and TV
How much does it cost?
There is no SaaS charge for these components. This will change in the future releases when BAC will have UI that would allow us to provide value-add services around BPI and TV
Does the customer have to be on a dedicated farm? No
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24. Customers, PSO, External Partners
HP SaaS is not an outsourcing service.
Only HP Software is provided as a service
We help customers to develop expertise in the product
Our goal is to sell more licenses first, more services second
Yes, we will help the customer to go in-house if they are ready
PSO/C&I are our partners in successful implementations
Customers/PSO are responsible for configuration and maintenance of all onsite components
PSO services are always needed for enterprise solutions
PSO/C&I are responsible for integrations with SaaS Platform when integration is not out-of-the-box
External Partner Strategy is in development
Complementary solutions for onsite components
Possible delivery/configuration services in the future as SaaS scales up
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25. How can we help? Who to contact
Portfolio team will work with each SA on their first two SaaS opportunities!
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26. Additional Information
HP SaaS Corporate Presence
Sales Portal
Analysts’ Comments
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27. Security certification
ISO 27001: 2005
Information Security Management Systems (ISMS) certification
Implements Organization for Economic Cooperation and Development (OECD) principles
Governs security of information and network systems
Audited by KPMG
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