1. HP OpenView for Mission Critical Services
November 2004
HP Restricted — Channel Partner Use OK

2. Agenda
Objectives
HP OpenView – engaging with misssion critical services
What’s new?
HP OpenView personalized service offerings
Key features
Optional services
Competitive advantages
Summary
Pre-requisites for the HP OpenView module in HP Proactive 24 Service or Critical Service
Choices for customer who currently have HP OpenView products on a mission critical contract
Product numbers for mission critical services for HP OpenView
Sample quote: HP Critical Service for HP OpenView
What is an HP OpenView management server?
HP Software Services sales resources
For more information

3. Objectives
After attending this training, the attendee should be able to:
Clearly express the value proposition and key benefits of mission critical services for HP OpenView customers.

4. HP OpenView Engaging with mission critical services
HP Proactive 24 Service and HP Critical Service, HP’s mission critical service offerings, now offer an HP OpenView module.
Mission critical contract customers can now purchase mission critical level support for their HP OpenView products.
Mission critical services are suited for customers who require their IT infrastructure to be highly available, consistently reliable, and readily scalable.
HP now offers an integrated support solution for HP mission critical customers with HP OpenView software – all in ONE support contract!
As of August 2003, customers can add an HP OpenView module to their HP Proactive 24 or Critical Service package, to receive proactive HP OpenView support and integrated problem resolution.
Today, only reactive HP OpenView support is provided to mission critical customers with HP OpenView applications. As of August 2003, mission critical customers can receive the services they need for their HP OpenView environment.
With the HP OpenView module, mission critical customers now have the ability to strengthen their mission critical support team to ensure the availability and reliability of their HP OpenView applications

5. What’s new?
An integrated support solution for HP mission critical customers with HP OpenView software.
Seamlessly integrated into HP Critical Service and HP Proactive 24 Service
All in ONE support contract.

6. HP OpenView personalized service offerings
HP Services
HP Software Services
HP OpenView Premier Service
Direct access to named, HP OpenView specialist for knowledge transfer & IT staff augmentation
- Customer directed proactive support activities
- Enhancements to reactive support
- Features tailored to Enterprise customers with multivendor, HP OpenView environments
HP Critical Service for HP OpenView
Proactive Services for HP OpenView
An optional enhancement customers subscribing to HP Critical Service
An HP OpenView expert resource is part of customer support team
Tailored integrated support solution for HP mission critical customers using HP OpenView applications in mission critical environments.
HP Proactive 24 Service for HP OpenView
Proactive Services for HP OpenView
- An optional enhancement for customers subscribing to HP P24 Service
Access to a pool of HP OpenView specialists
Tailored for businesses who use HP OpenView applications in mission sensitive environments
HP OpenView Advantage Service
- Access to named, HP OpenView specialist for customer directed proactive support activities & knowledge transfer
Features tailored to mid-size, HP OpenView customers with multivendor environments

7. Key features Quote slide HP Proactive 24 Service for HP OpenView
HP Critical Service for HP OpenView
A pool of HP OpenView certified specialists is available to provide you with proactive support and integrated problem resolution
Assessment of HP OpenView management server to ensure proper configuration of HP OpenView software applications
Annual HP OpenView Application Health Check on one HP OpenView application
Bi-annual patch analysis on the HP OpenView applications
HP OpenView focused technical advice
Integration of HP OpenView into support planning and review activities 
Covers one HP OpenView management server
HP OpenView certified expert resource is a part of the HP Critical Service team providing you with proactive support and integrated problem resolution.
Assessment of HP OpenView management server to ensure proper configuration of HP OpenView software
Annual HP OpenView Application Health Check of HP OpenView management server
Quarterly patch analysis of the HP OpenView software
HP OpenView-focused technical advice
Integration of HP OpenView into support planning and review activities
Covers one HP OpenView management server

8. Optional services HP OpenView Specialist Team Days
Provides your choice of remote or onsite HP OpenView technical services
Examples of services you could choose:
Upgrade services
Remote or onsite upgrades; planning and assistance for your staff
Performance resource utilization
notification, thresholds and alarms configuration, network issues
HP OpenView specific application recovery planning
System management tuning and utilization
Network management tuning and utilization
Operations tuning and utilization
Staff augmentation and ownership
HP OpenView Specialist Team Days are available during standard hours or after hours. Days are optional with all HP OpenView premium support packages (mission critical services for HP OpenView, HP OpenView Premier and HP OpenView Advantage).

9. Competitive advantages mission critical services for HP OpenView
Certified HP OpenView engineer(s), who understand the customer's environment and has access to a team of HP OpenView professionals that can be called upon to address customers’ issues, is part of customer’s HP support team.
HP OpenView experts who understand the customer’s environment perform remote & on-site activities, which mean a faster and efficient way of doing consultancy.
Customers can use the HP OpenView engineer as an advisor to discuss which services will ensure the customer's business.
The customer receives proactive activities that will prevent problems from occurring
None of our competitors have offerings, which combine reactive, proactive and on-site activities provided by the same team.

10. What’s new - summary Feature description Customer benefit of feature
How customer benefit is relevant to sales
Premier now has a 4 and 5 year package.
Can order up to 5 years of this service
Gain customer interest
ROI (cost justification)
An extension server option will be available for the HP OpenView enhancement to Proactive 24 and Critical Services, option 3XZ
This will make the service more affordable since customers don’t have to purchase the entire service for each HP OpenView management server. …
Use this table to summarize the new/enhanced features in this release. Column 3 is designed to serve sales-staff needs during a conversation with a customer.
EXAMPLE OF TABLE CONTENT
Feature description: Enhancement: More secure communication. Enhancement is based on well-known, standard web technologies (HTTP, SOAP, Proxies, SSL, …), which are in every environment today, and that every IT administrator is familiar with.
Benefit to customer: More secure communication with no additional investments such as providing training or purchasing software, such as DCE.
Relevance to sales staff: ROI.
HOW TO USE COLUMN 3 OF THE TABLE
This information is categorized according to steps in the sales process.
Retain the template categories items (for example, “Gain customer interest”), and simply delete items that do not apply to the feature. Explanation of categories:
Gain customer interest If, in an initial conversation with customer, the sales rep can spark interest in a product/solution by mentioning this new feature
Differentiation from competition If this new feature answers the customer question: “How does the feature differ from what the competition has?”
References/testimonials by current customers (name of customer) If you know that others are using this feature and they can provide a testimonial. Who else is using the feature?
ROI (cost justification) If this feature will provide a answer to the customer’s questions, “How much will it cost?” or “How will it save me money?”

11. Summary HP OpenView mission critical service offerings:
HP OpenView enhancements for HP Proactive 24 Service and HP Critical Service, strengthens the mission critical HP customer support team with HP OpenView certified experts to provide proactive support and integrated problem resolution.
HP OpenView mission critical service offerings:
Saves time and ensures application availability and reliability.
Maximizes availability and performance across IT environment via proactive services
Provides HP OpenView collaboration and knowledge transfer, technical advice and proactive change management
Offers quick resolution to complex problems via integrated processes and problem diagnosis for the whole IT infrastructure
11. Summary
Summarize benefits, differentiators, competitive position, value proposition to customer, and value proposition to sales team. In other words, Why this product is the right choice for the customer

12. Pre-requisites for the HP OpenView module in HP Proactive 24 Service or Critical Service
HP Critical Environment Services or Proactive Environment Services must be quoted
The HP OpenView products must be eligible for HP Proactive 24 or Critical Service. The list of HP OpenView products covered by P24 and CS is available at:
Watson pops-up a warning message about HP OpenView critical call, supported products and a link to the website
Critical call = dedicated mission-critical phone number for problem resolution
Before quoting to customer make sure that the OpenView product is supported in a P24 and CS environment, meaning that SGBU has set up a reactive band for P24 and CS. IF you don’t check this you will get a error message when booking the order, as the P24 and CS option on the product does not exist.

13. Choices for customers who currently have HP OpenView products on a mission critical contract
Purchase the HP OpenView module to benefit from the proactive services and integrated problem resolution now available for HP OpenView applications.
Do not purchase the HP OpenView module, keep in mind that the customer will only receive reactive support with some level of priority with NO proactive deliverables associated with it.
Quality mission critical support on HP OpenView applications can only be performed with a combination of proactive and reactive support.
In bullet #2, we would like to provide a mission critical experience for our customers. The only way we can do that is if we provide proactive and reactive support to our customers. Just like HPS does on their HP-UX operating systems. Only through proactive activities can we understand the customers environment and help solve problems quicker or even better prevent problems from occurring. In the past OpenView only had a reactive mission critical support option but customers had the impression we were delivering the same kind of support as HP Services did on their HP-UX operating system. With the new Proactive 24 and Critical Service offerings we are but the customer must purchase it. If they don’t want the proactive piece then they should go back to the OpenView 24x7 support, but they will not get priority call or get any proactive services. Please mention this to your customer.

14. Product numbers for mission critical services for HP OpenView
Product Description WW
Price
HA111A1
HA111A3
HP 1 Year Proactive 24 Service
HP 3 Year Proactive 24 Service
9A1
9A2
9A3
3XZ
Proactive Services for HP OpenView (1 year)
Proactive Services for HP OpenView (3 year)
HP OpenView Specialist Day (std hours)
HP OpenView Specialist Day (after hours)
Proactive HP OV Extension
$27k
$81k
$2.3k
$3.4k
$13.5k
Prices are determined by 7 digit product number (xxxxxxx) and 3 digit band number (xxx) combination.
Each band is assigned to a product line
We will be following the same strategy for pricing our OpenView technical service day as Hp Services is doing for 3 year packages. The price will be the same for 1 year and 3 year packages. If a customer wants to order 10 extra OpenView technical service days in a 3 year package deal, then you need to ask if they want it in each of the 3 years. If so you need to order 30 days. If they only want it in the first year, then order 10 days. That means they need to use these days in the first year.
Product Number
Product Description
WW Price
HA112A1
HA112A3
HP 1 Year Critical Service
HP 3 Year Critical Service
9A1
9A2
9A3
3XZ
Proactive Services for HP OpenView (1 year)
Proactive Services for HP OpenView (3 year)
HP OpenView Specialist Day (std hours)
HP OpenView Specialist Day (after hours)
Proactive Critical HP OV Extension
$45k
$135k
$2.3k
$3.4k
$22.5k

15. Sample quote: HP Critical Service for HP OpenView
Number
Qty
Product Description
Unit Price
Extended Price
0100 1
J5315BA
HP OV NNM Enterprise 6.4 HP UX LTU
$20,394.00
0200 10
HA112A1
HP CP 1 yr Critical Service
Option 9A1
Proactive Services for HP OpenView
Option 9A2
HP OV Specialist Day, std hrs
$45,000.00
$ 2,256.00
$22,560.00
Option 3RA
Support OV NNM Ent $
Grand Total
$88,804.00
Prices are determined by 7 digit product number (xxxxxxx) and 3 digit band number (xxx) combination.
Each band is assigned to a product line

16. What is an HP OpenView management server?
A management server can be defined as the system where the customer’s HP OpenView management server software is implemented (where the server software portion is installed; not the agents).
All Network Node Manager (NNM) boxes are management servers, as NNM does not have an agent portion like HP OpenView Operations (OVO) or Service Desk.
Manager of Manager, Cell Manager, and Collection Stations are all examples of management servers

17. HP Software Services sales resources
HP software sales contacts:
Jim Detzel Americas Software Services BDM, +1 (407)
Daniel Timmer EMEA Software Services BDM,
Wallence Wong AP Software Services BDM,
Yuichi Higuchi Japan Software Services BDM
HP services sales contacts:
Jim Detzel Americas Software Services BDM, +1 (407)
Ray Nunez Americas Software Services MDM, +1 (916)
Clark Menefee Americas Software Services BDM, +1 (916)
Dmitry Kovalev EMEA Software Services BDM,
Wallence Wong AP Software Services BDM,
Sales tools available at:
Customer presentation
How to Up sell into Proactive 24 and Critical Service
Frequently Asked Questions
Cheat sheet
And more…
HP is changing support product structure due to the merger with Compaq. The new product structure will begin to release in Q302. Until the new structure is released and new product numbers are available for use, new and renewal OpenView Premier Services’ orders must be placed using one of the following Custom Support Product (CSP) Numbers:

18. For more information
For more detailed information about HP OpenView for Mission Critical Services, please visit:
For more information on HP management software services and support, please visit:
If you have any additional questions, please feel free to contact the appropriate Business Development contact in your region. For a list of contacts, please visit:
For information on the HP Software Customer Connection program, visit:
HP is changing support product structure due to the merger with Compaq. The new product structure will begin to release in Q302. Until the new structure is released and new product numbers are available for use, new and renewal OpenView Premier Services’ orders must be placed using one of the following Custom Support Product (CSP) Numbers:

19. Backup Slides

20. HP Software Services Portfolio of management software services
Premier Service
Critical Service
Standard support
Advantage Service
Proactive 24 Service
Software Support 24x7
Software Support
HP Software Services offers various levels of support, for various types of customers:
> Software Support (or Support Plus)
9x5 phone-in assistance, 2-hour response
software patches, updates & upgrades
online self services
Additional features include: - Self-Healing Services - Self-solve -- 24x7 web-based, intelligent response - Software License History reporting - Software discovery - Software Update Manager - More than 50,000 knowledge documents in online knowledge database (100% increase from before)
> Software Support 24x7 (or Support Plus 24), In addition to Software Support, the Software Support 24x7 level offers:
24x7 phone-in assistance, 2-hour response > Advantage Service. In addition to Software Support or Software Support 24x7, Advantage offers proactive services that will contribute to improving the effectiveness and success of your IT organization:
An assigned technical Account Advocate:
monitors, analyzes & reports on call history
manages a profile of your SW environment
provides limited patch analysis & SW class problem notification
optional service days
Note: SW Support and/or SW Support 24x7 is required
> Premier. In addition to Software Support or Software Support 24x7, Premier & Critical Premier offers proactive and personalized services, including:
highest call priority
An OV specialist team:
owns, manages & reports on your service cases through resolution
manages your operational profile, including configuration maintenance
delivers additional services you choose
delivers optional business focused partnership & advocacy
> Proactive 24 Service
Enhanced support tailored for HP Proactive 24 Service hardware customers
> Critical Service
Integrated support for HP Critical Service hardware customers
submit & track support requests
software patch & updates notification
latest product documentation
manage support contracts
search extensive product knowledge bank
Additional services:
We are also offering short engagement services (called ‘HP Tech Installation and Startup services), which are targeted, focused and competitively priced services for customers who want to quickly leverage their infrastructure. This service provides a rapid implementation of HP Software products by experienced HP engineers who will perform tasks that focus on quick and effective deployment of an operations-ready platform. HP experts perform time-tested processes that encompass all the variables necessary for a successful implementation.
Partner Care Extended, a per-incident pack service, is available for partners only, not customers.
Telecom solutions: - The HP Telco Premier Service delivers knowledgeable, personalized services in an unmatched level of support for complex environments operating HP telecom solutions. - The HP Telco Developer Assist Service provides solution builders with fast answers on telecom software products in development environments or pre-runtime context.
> Software Support Online offers the following capabilities: submit and track support requests; software patch and updates notification;
latest product documentation; manage support contracts; search extensive product knowledge bank. Visit for more information.
> HP Software Customer Connection is a free membership program providing an interactive communication channel between HP software and our technical licensed customers.  The portal based program proactively provides direct access to technical documents, resources, tools, learning events and activities.  Visit for registration and information.
Level of Personalization
For mission critical customers
Proactive support
Software Support Online
Software Customer Connection
Customer Value

21. HP Software Customer Connection
A customer loyalty initiative in the format of a free membership program for our entire license base of software customers - Management Software including Storage* and HP OpenCall - with focus on technical users providing:
a member-exclusive portal:
dedicated member events (technical web seminars)
a focused and interactive communication pipeline
Proactive communication to installed base customers creates awareness of our products and services
Increases interest of your customers to find out more about existing or new products and services
HP Software Customer Connection provides a competitive advantage that should be used as a selling point:
No direct competitor currently offers a comparable program
Enabling customers to better utilize the power of HP Software, increasing their productivity and maximizing their business investment  increases customer loyalty and reduces competitive entry
Win/win situation: customers get empowered and more out of their software; SGBU gets better and more means to interact with customers
*We will continue to cover storage with our program as the internal change of responsibility should not be visible to the customers and hence must not have a negative impact on their experience! Continued coverage will be enabled through corresponding linkages with the storage organization.
Portal focus:
Consolidating technical information in one single source, linking other existing software sources
Providing access to different software specific tools and resources – e.g. downloads, discussion forums, product information and much more
Member events focus:
Regular member-exclusive technical web seminar sessions and other member specific events with focus on product tips and tricks, new release information, best practices etc.
Communication focus:
Opportunities for customers to voice their opinion through surveys, focus groups and during member event sessions
Monthly newsflash pushing information to members (events schedule, portal news, product info, services announcements etc.)
Benefits for Sales:
Be able to hear the voice of the customer in a direct and ongoing manner
Be able to leverage from the fact that customers hear about new product releases or services and benefit from their increased interest
Use tools that are available to our customers also to increase your own knowledge (portal, member events)
Customer Benefits:
Opportunities to voice their opinion directly with HP Software – e.g. providing feedback/suggestions for future development
Opportunities to participate in pilot projects
Consolidated, regular and up-to-date information on HP Software targeted at their needs (technical focus) through:
Technical web seminar sessions, helping them to build up their knowledge
Web shops on demand available on member portal – accessible any time
Monthly member newsflash keeping members informed on news in the HP Software area and on member-exclusive activities and promotions
Getting everything they need from one single source linking all other relevant existing software sources (member portal)  eliminates time and efforts to search for specific information on web
Additional value for free
No membership cost to your customers who have an HP software license!

22. HP Training for HP OpenView
Happy (trained) customers buy more…
Help your customers make the most from their HP OpenView products by selling HP Care Pack services for education
Easy to sell. Single part number, or technology-specific, with over 3,000 courses to choose from.
Happy, loyal customers. Better trained, better productivity, better investment decisions, and better return on investments.
Less vulnerable to competition. Customers can use all that HP products have to offer and so are less likely to switch to a competitor.
Convenient. HP OpenView Care Pack packages are available for new and migrating NNM and OVO customers. See speaker notes for details.
To learn more, go online at or call one of these HP Education Contacts:
Americas Education: Tom Nielsen ( )
EMEA Education: Julie Mallet ( )
Asia Pacific Education: Cindy Ling ( )
Japan Education: Takashi Kogumasaka ( )
To order, use U5466S #4BA. This gives your customer access to all HP Education courses. Or, order one of the following convenient training packages:
OV NNM Starter: U5466S #4BE OV NNM Upgrade: U5466S #4BF OVO Starter: U5466S #4BG OVO Upgrade: U5466S #4BH
It is a recognized fact that customers educated in the use of their systems will be far happier than those who aren't. For example, training in the use of HP OpenView will help the customer’s staff understand the capabilities available for optimizing the performance and availability of the network. This knowledge leads to higher productivity, better use of products and resources, and a high return on the customer’s IT investments.
To take advantage of our extensive training curriculum, don't hesitate to use our convenient and flexible HP Care Pack Total Education services. This provides a flexible, simple, and economical credit of education services that can be used for any of our self-paced, online or classroom courses. Also available are convenient pre-defined HP Care Pack education services for HP OpenView. It’s easy. It’s money. What’s not to like?
HP Care Pack services for education make it easy to sell the training that customers need. It’s a 1-minute sale, “Can I add some training to help you make the best use of your purchase?” Your happy customers will be loyal and will buy more from you. And competitors will have a much harder time taking away customers who are trained in all that HP products have to offer.
Testimonial from a partner: "Selling HP Care Pack Services for Education has never been easier! AdvizeX includes an HP Education quote with all system orders. Customers have positively responded to this approach and are being made aware of the opportunity to enhance their expertise. As a result we have significantly increased sales, customer awareness and most importantly, customer capabilities."
A comprehensive package, U5466S #4BA, gives your customer access to all HP Education courses. For more information, see curriculum and course information at or call the contacts listed in the speaker notes.

23. Please forward any questions or comments on this
Thank you
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