Transcript Slide 1

Services at HP
Learning objectives
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Recognize and be able to articulate the value of
Services at HP
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Articulate how services is a differentiator for HP
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Recognize customer needs that are addressed
by the HP services portfolio
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Identify the various services of the TS portfolio
along with their business value
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Business Technology portfolio
Technology for better business outcomes
Financial Communication Manufacturing Public
Services s Media &
Sector
Entertainment
Health &
Life
Sciences
Energy
Retail &
Consume
r Goods
Customer initiatives:
• Keep my technology
up and running
Business Information Optimization
Information management
Business
Optimization
BusinessTechnology
Technology Optimization
• Transform my
infrastructure for the
future
Enterprise management & automation
Adaptive Infrastructure
• Simplify and
integrate my
business
communications
Adaptive Infrastructure
Next generation data center
Servers & storage
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Services
Software
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• Make my datacenter
run efficiency
Services at HP
People applying technology to optimize business outcomes
EDS, an HP Company
Technology Services
• Business Process Outsourcing • Hardware/Software
• Application Services
• Infrastructure Technology
Outsourcing
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Deployment and Support
Services
Mission Critical Services
Operational ITSM
Network Services
Data Center Services
Driving better business outcomes through our expert knowledge, open collaboration,
and process leadership
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EDS Acquisition at-a-glance
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Quick facts
− $13.9 billion acquisition
− HP is now the largest technology company in the world
• 300,000+ employees
• $126 billion+ in collective revenue (FY 2007)
− Second-largest technology services company
• 210,000 services employees
• $38 billion in collective revenue (FY 2007)
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HP executing on a focused,
multiyear strategy
Services
EDS
• Scale
and expand services
• Leverage
• Drive
go-to-market
efficiencies
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Why HP + EDS
Complementary offerings – limited overlap
Service excellence and quality
World-class talent, strong leadership
HP and EDS broad integration experience
Fast facts
Software
• Expand
portfolio
Mercury,
Opsware,
Peregrine
• Double
R&D
• Optimize
go-to-market
Integrated successfully
• Scale
Hardware
Compaq
• Focused
R&D for growth
• Optimize
• Drive
go-to-market
efficiencies
Integrated successfully
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#1 in Technology Hardware
#1 in Distributed Management Software
#1 in Blades
#1 Disk Storage Systems
#1 Technology Hardware
#1 Distributed Management SW
#2 IT Services Globally
#2 Infrastructure Technology Outsourcing
#2 Applications Outsourcing
Service Delivery Automation
Green technology
Value economics delivering missioncritical infrastructure
HP has successfully integrated 30 companies in the past 42 months
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EDS, an HP company
Services
CI&R
Energy
Healthcare &
Life Sciences
Financial
Services
Transportation
Comms, Media &
Entertainment
Manufacturing
Government
Business Process Outsourcing
Enterprise Service
Management
Enterprise Shared
Services
Customer
Relationship
Management Services
Financial Process
Management
Administrative
Services
Applications Services
Transformation &
Modernization
Services
Applications
Development Services
Enterprise
Applications Services
Applications
Management Services
Infrastructure Technology Outsourcing
Data Center
Services
Workplace
Services
Security, Compliance
& Continuity Services
Networking
Services
Global Delivery
Integrated solutions incorporating industry’s leading products and services
deliver both technical and economic benefits
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Value proposition
Cost
competitiveness
Best-in-industry
solutions
Market breadth
and depth
Unparalleled
service delivery
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HP + EDS delivers value and results
Customer
Value
Technology platform
leadership
Established, marketleading services
breadth and depth
Shared Standard
Services Model and
expertise for midmarket customers
Industry reach across
9 major industries
Innovation from HP
Labs, annual R&D
investment of $3.6B
Deep experience
successfully
integrating companies
Global Delivery
•Best Shore® locations
•Enterprise Service
Management (ESM)
Market leadership
across ITO segments
Commitment to
Service Excellence
Comprehensive
end-to-end IT
services
Portfolio
Delivered
Globally
Based on
market-leading
technology and
Innovation
Reducing cost of IT service delivery and increasing business value
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Resources
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http://hpnow.corp.hp.com/integration/
Primary site hosting news and
information about the integration
of HP and EDS
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http://hpnow.corp.hp.com/integration/functio
ns/sales/index.html
For Sales and
account-facing teams
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http://hpnow.corp.hp.com/integration/functio
ns/sales/toolkits/index.html
Sales tools, customer
presentations, talking points
and more
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HP Technology
Services Overview
Agenda
Make HP Services part of your team
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Why sell Technology Services
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TS & TSG
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TS field roles/responsibilities
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TS Services Portfolio Overview
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Ongoing Support Levels
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Reactive, Proactive & Mission
Critical
Other Technology Services
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EYP/Datacenter & Deployment
Services
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Educational & Network
Services
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Why sell Services?
Customer Satisfaction, loyalty & repeat business
Selling Service leads to higher customer satisfaction,
customer loyalty & repeat business
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Customers who purchase service are:
− 70% more likely to view vendor as a trusted advisor
− 35% more likely to purchase additional hardware
− 24% more likely to recommend vendor
− 20% more likely to be “highly satisfied”
“Repeat equipment purchases are
a function of the Service
experience.”
-Gartner Group
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Why sell HP Technology Services?
The most robust service portfolio in the industry!
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Technology Services helps HP
customers:
− Repair hardware
− Resolve software problems
− Integrate HW, SW and vendor product
support
− Mitigate unplanned IT downtime
− Enhance the performance of their IT
environment
− Assess, evaluate and implement effective IT
solutions
− Implement ITIL best practices
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Technology Services address
Customer initiatives
Customer Initiative
Technology Services Examples
Consolidation
Data Center Consolidation Services
IT Consolidation and Migration
Energy and Space
Efficiency
Data Center Site Planning
Energy Efficiency Services
Power and Cooling Services
Business Continuity and
Availability
Business Continuity and Recovery Services
Business Recovery Services for the Data Center
Data Replication Services
Disaster Tolerant Services
Recover-All Services
Data Center Automation
Data Center Networking Services
IT Service Management Services
Mission Critical Support
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The global reach of HP Services
Quick facts
69,000 HP Services professionals in 170 countries
Services expertise
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Services global
coverage and reach
3,723 certified Microsoft experts;
29,923 Microsoft skilled professionals
764 certified CISCO experts;
6,625 CISCO engineers
4,213 SAP professionals
8,213 Oracle experts
344 Linux certified engineers;
9,067 Linux skilled engineers
1,700 enterprise and application architects
5,383 J2EE and .NET consultants
7,918 ITIL skilled professionals
2,173 project management professionals
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112 Call Centers/Service Desks
82 Outsourcing Data Centers
7 Integration and Deployment Centers
42 Remote Management Centers
14 Global Delivery Application Services
Delivery Centers
10 BPO Business Centers
64 Business Recovery Centers
80 Customer Education Centers
India and China centers are
SEI CMMI Level 5 certified; 6 other centers are
SEI CMMI Level 3 certified.
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How HP TS fits into HP TSG
IPG
Imaging &
Printing
Group
PSG
TSG
Personal
Systems Group
Technology
Solutions Group
ESS: Enterprise Systems &
Servers
ISS
Industry
Standard
Servers
SWD
StorageWorks
Division
HPFS
BCS
Business
Critical
Systems
TS: Technology
Services
IPG
ISS
•Managed print services now in IPG
•C&I Infrastructure now in TS
•HPS Outsourcing + C&I now in EDS
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Electronic
Data
Systems
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PSG
SWD
BCS
HP Financial
Services
HP Software
OpenView/BTO / BIO
EDS
Technology Service
Field Roles & Responsibilities
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TS Sales
− Drives new solution services into
accounts (New Business Reps) and
renewal of support in current accounts
(Installed Base Reps)
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TS Delivery
− Onsite & call center resources
responsible for the management and
global delivery of warranty & TS
portfolio
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TS Customer Operations
− Global resources responsible for
administration of customer information
necessary to quote, renew &
entitle TS contractual services
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TS Services Portfolio
HP Technology Services Portfolio FY 2009
Per
Event
Proactive Only Support Options
Americas Proactive Select 1,2,3
Datacenter
HP Proactive BladeSystem Service
Americas Enhanced Virtualization
Service
&
Deployment
Services
Educational
Services
Product Warranty
Reactive or “Break/Fix” Level Support
Hardware Only
Mission Critical Support
(Proactive and Reactive Support)
Mission Critical Partnership
Critical Service
Proactive 24 Service
Software Only
Support Plus & Support Plus24
Network Services
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HP Technology Services “Venues” to customer
Care Pack Services
Contract
“Day 1” & Renewal
Statement of Work
Preferred Attach Venue
HP Care Pack Services
HP Contractual Services
Project based services:
• Prepaid service
agreements
• fixed term (1 - 5
years)
• fixed service level
• Fast & simple pricing,
quoting
• Multi-year contracts are
most cost effective.
• Annual service
agreements, usually for
multiple objects of service
(products/ environment)
• Flexible payment terms
• Moves, adds, & changes
allowed
• Complex administration
• Re-quoted & re-negotiated
annually
• Custom quoted
services based upon
time and materials for
a finite project timeline
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TS Portfolio
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Reactive Services
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Proactive Services
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Mission Critical Services
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Per Event Services
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Network Services
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Reactive or Break Fix Level Support
Product Warranty
Nothing happens until a customer logs a call!!
Hardware Only
• Next Business Day
Exchange
•9x5 Next Business Day
•9x5, 4 hour onsite
•24x7, 4 hour onsite
•6 hour Call to Repair
Software Only
• Software Subscription
• Technical Support
(24x7 or 9x5)
• Subscription +
Technical Support
24x7 or 9x5
Support Plus &
Support Plus24
•Hardware 4 hour
response
•Software Tech Support
•Software Subscription
•13x5 or 24x7 coverage
Support Plus & Support
Plus 24 are simply a
combination of Hardware &
Software support
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Why reactive support is not enough!
Unplanned downtime
20%
40%
Operations
errors
Environmental
factors,
HW, OS, power,
disasters
40%
Application
failure
Planned downtime
10%
Backup and
recovery
2%
Physical plant/
environmental
s
13%
Hardware,
systems software
10%
Batch
Application
processing
Source: Gartner Dataquest Best Practices for Availability and
Business Continuity Management, Simon Mingay, Oct. 2005
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65%
Application
and database
Proactive Support
Proactive Select
1,2,3
Proactive BladeSystem
(PBS)
Enhanced Virtualization
Service (EVS)
Provides a flexible way to
select proactive services
to fit particular
environments
Improves the effectiveness
of bladed IT assets.
Focuses on managing
BladeSystem hardware
using the management
tools
Simplifies the ongoing
management and
utilization of the
customer’s VMWare
environment.
•Account Support Mgr
•Delivery Plan
•Delivery Plan Reviews
•Service Credits
• Account Support Mgr
• Account Plan
• Technology toolset
assessment
• 2 follow up meetings
• Technology bulletin
• Selectable Service
• Technical Account Mgr
• 800# access to TAM
team
• 30 Minute Critical
Response
• Prerequisite=24x7
Support
Globally Available
Americas Only
•Level 1 = 3 credits
•Level 2 = 6 credits
•Level 3 = 18 credits
Americas Only
World Wide rollout in FY09
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Using Service Credits
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Proactive Service Name
Credits
Support Planning and Review
0.5
Technical Online Seminar (4 hour)
1.0
Support Activity Review
1.5
OS/OE Patch Analysis for HP-UX, OpenVMS, and Linux.
0.5
Cluster Consistency Assessment Service
3.0
Blade technology & toolset assessment
4.0
HP Quick Assessment for BladeSystem Environments.
4.0
Thermal Quick Assessment for HP BladeSystem Environments.
4.0
Network Asset Report
2.0
System Healthcheck – Remote
1.0
VMware Capacity Planner Assessment Service, 50 Servers
4.0
HP ITSM Quick Assessment Service
3.0
HP ITSM Intermediate Assessment Service.
15.0
HP ITSM Comprehensive Assessment Service.
30.0
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Mission Critical Support
Proactive and Reactive Support
Critical Service
24x7 hardware &
software
Proactive 24
• 6 hour Call To Repair for
Service
hardware
•24x7 hardware & software • 30 minute critical
response for software
•Hardware 4 hour
• Software updates
response
• Immediate response for
•Software 2 hour response
critical problems
• Proactive services
•Software updates
• Change management
•Account support manager • Support plan
• System Health Checks
•Support planning
• Remote diagnosis
•System Health Checks
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•Remote diagnosis
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Mission Critical
Partnership
Statement of Work (SOW)
Critical Service
=
Proactive 24
+
Environmental Support
+
Business SLA’s
+
B2B Relationship
Reactive + Proactive
Proactive Only
Value Proposition for Proactive Support
**Proactive Select
1,2,3
Proactive
BladeSystem
Services (PBS)
Provides flexibility, choice, and low entry costs to
customers requiring proactive services.
Easy to purchase bundled services, focused on
effectively managing blades hardware using the HP
management tool
Easy to purchase bundle of services focused on
**Enhanced
Virtualization Services simplifying the management and utilization of your
VMWare environment.
(EVS)
Proactive 24 Service
(P24)
Provides high levels of system stability and reliable via a
combination of hardware and software support with
proactive services.
Critical Service
Provides maximum levels of availability and performance
in a packaged service. It combines the highest levels of
reactive and proactive services
(CS)
Mission Critical
Partnership (MCP)
Provides the highest levels of service via customized
SOW’s and Business SLA’s.
**Proactive Select & EVS only available in Americas today
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Per Event Services
Data Center Services
Deployment Services
Educational Services
Each service is sold once and delivered
once
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Per Event Services
Data Center Services
Data Center Services
Data Center Projects
Data Center Operations
Data Center Optimization
Services and resources
from project inception to
delivery and deployment
Expertise and Resources
to address operational or
skill gaps as needed
Services & assessments for
improving strategic
performance
Migration services
Server operation services
ITSM assessment services
Site planning services
Storage operation service
Data center assessment services
Relocation services
Software operation services
IT Security & risk assessments
Project management
services
Network operation services
Power & cooling services
Resource & technical
assistance
Infrastructure optimization
assessments
Deployment Services
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Per Event Services
Deployment Services
HP engineers get products up & running in accordance with product
specifications and HP best practices
Installation
Only
Installation and
Startup (I&S)
• Remote planning
session
• Onsite hardware and
software installation
Implementation
(Enhanced I&S)
Complex scenarios
• SAN
Implementations
• Select Storage
Software
• Onsite customer
• Blade Systems with
orientation on product
Virtual Connect,
usage and features
Cisco Catalyst or
HP Interconnect
Switch
Offered via Care Pack and via Statement of
• Hardware
components
unpacked, plugged in,
powered up
• No customization or
integration
Work
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Per Event Service
Educational Services
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Industry-leading IT instructional portfolio with flexible
scheduling
• More than 650 different instructor-led course offerings
• More than 3,000 online courses in local languages
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Courses offered on HP products, Microsoft, IT Service
Management based on the IT Infrastructure Library (ITIL)
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Education services
Business outcomes
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HP Difference
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Reduce IT/business cost with
increased efficiency
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Minimize IT/business risk with
decreased downtime & data loss
due to human error
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Accelerate growth through improved
staff productivity
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Increasing project success rates
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Optimize use of new technology
features and functions
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Increase return on investment
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Greater long-term stability of new
technology due to increased staff
effectiveness
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Higher morale and lower turnover
rates among IT staff
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Increase customer satisfaction
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Expert
Knowledge
Unmatched content and
training expertise in HP
and related technologies
Delivery
excellence
Flexible delivery styles
and innovative teaching
models
Innovation
Cutting-edge courses,
innovative learning
methodologies and
technologies
Better Business Outcomes
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Network Services
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Provide end-to-end lifecycle services in emerging
areas such as storage networking, IP telephony,
network consolidation, and intelligent-building
technology.
• Cisco Partnership Support
• Network Application Support
• Network Assessments and Installation
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Services
Network Data Center Services
Network Hardware and Software Support
Network Security and Consolidation Services
Wireless & Mobility and IP Communications
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Selling the
business value
of Technology
Services
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How to best position services
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Sell the value to business
managers
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Work to understand and align
services with customer business
objectives
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Quote early in the sales cycle
Consider more than simple
break/fix support (for example,
Mission Critical Services,
implementation, education)
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Utilize reference selling wherever
possible
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What customers tell us they value most
about our services
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Knowledge of environment
Experienced professionals
Proactive 24x7 support
Fast response time
Sensitivity to business needs
and pressures
Problem avoidance
High availability priority
Customizable features
Single point of contact
Integrated support for
storage, servers, networks
Maximum uptime with minimal risk
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Benefits of selling TS
Summary
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Increases customer
satisfaction and loyalty (repeat
business)
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Retain support contracts
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Become a technological
trusted advisor
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Open the door for follow-on
opportunities
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Active/consultative selling
that includes services early
in the dialogue will improve
the ongoing relationship!
Resources
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Technology Services:
− http://intranet.hp.com/tsg/ww/techservices/Pages/defau
lt.aspx
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TS Marketing and Sales:
− http://intranet.hp.com/tsg/WW2/techservices/marketing/
Pages/index.aspx
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TS Competitive Information for HPS Sales:
− http://tsgonline.hp.com/tsmarketing/foundationServices
/ts_competitive_info.htm
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