Transcript Seven-color system

Datacenter Care
Presenter Name:
Date:
© Copyright 2012 Hewlett-Packard Development Company, L.P.
The information contained herein is subject to change without notice.
Today’s Agenda
Datacenter Care
• Revolution in Support Services
• HP’s Point of View
• Datacenter Care structure and benefits
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© Copyright 2012 Hewlett-Packard Development Company, L.P.
The information contained herein is subject to change without notice.
Data centers converging, increasing demand
driving more to the cloud
Business Users
Storage
Servers
Power &
cooling
Network
Developers
Traditional
Management software
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© Copyright 2012 Hewlett-Packard Development Company, L.P.
The information contained herein is subject to change without notice.
Individuals
Public
Private
Old world support vs. new world support
Old World
• Who are You?
• IT Sprawl and Finger-Pointing
• Forced Trade-off between high-touch
(at high-cost) & low-touch (at low cost)
• Reactive
• Lock-In/Limited Choice
New World
• Know ME and let me get my support when,
where and how I want it
• Make your support offering straightforward
and provide a single point of contact
• Get me to your best people fast
• Anticipate problems and resolve them
proactively
• Support more than just hardware, support
integrated platforms or better yet, my
complete environment
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© Copyright 2012 Hewlett-Packard Development Company, L.P.
The information contained herein is subject to change without notice.
Our Point of View
Revolutionary Support in a Changing IT World
In today’s ever changing world of IT, your support should be:
• Personalized: Your vendor knows you and offers support when, where
and how you need it.
• Proactive: Leveraging products, tools and technology to avoid
problems and optimize performance.
• Simplified: Straightforward support choices and a single point of
contact throughout the support experience.
So you need to ask the question…If your IT environment is
changing, shouldn’t your Support Experience change too?
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© Copyright 2012 Hewlett-Packard Development Company, L.P.
The information contained herein is subject to change without notice.
So what do We Believe?
Revolutionary Support in a Changing IT World
• We believe
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you need a direct connection to experts anytime anywhere.
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routine problems should fix themselves.
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getting the most performance from your systems is not just your problem.
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you want push-button simplicity from your technology and support.
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you have more important things to do than patch management.
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you want a choice in who delivers your best in class support.
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in continuously giving more value from your support services, for less.
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you deserve a superior customer experience
HP SUPPORT EXPERTS
and HP ServiceONE
PARTNER EXPERTS
LIKE
ROLF SCHUMACHER
ARE ALWAYS ON.
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© Copyright 2012 Hewlett-Packard Development Company, L.P.
The information contained herein is subject to change without notice.
SO ARE THEIR
CUSTOMERS.
Datacenter Care
HP’s most flexible support service offering
Converged
Infrastructure
Attributes…
+
•
•
•
•
•
Virtualized
Resilient
Open
Orchestrated
Modular
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© Copyright 2012 Hewlett-Packard Development Company, L.P.
The information contained herein is subject to change without notice.
Amplified by
these Support
Experiences
• Personalized
• Proactive
• Simplified
=
A unique support
experience based
on what matters to
Customers
• Agility
• Choice
• ROI
Datacenter Care Structure
Based on unique Customer needs… leveraging the best of HP
Datacenter Care Building Blocks
HP & Multivendor
Installed Base & New Products
Relationship Management
Result:
Enhanced Call Handling
Special Datacenter Care
Configuration & Pricing Tool
Environment Wide Entitlement
Lifecycle Event Services
Reactive Support
Consulting & Custom Services
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Solution Specific Playbooks
• Multivendor PSP
• Hyper Scale Service Provider
• Traditional Enterprise • High Performance Computing
• Cloud Computing
© Copyright 2012 Hewlett-Packard Development Company, L.P.
The information contained herein is subject to change without notice.
• Others
Fully customized
support solution
to meet
Customer needs
Priced based on
need & usage
Datacenter Care
Create a unique Customer experience
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Relationship
Management
Assigned team of experts who understand & deliver your
business & IT needs
Enhanced Call
Handling
Direct access to specialist technical experts who own
problems end-to-end
Environment
Wide
Entitlement
One contract for anything in your environment
Lifecycle Event
Services
Comprehensive best practices & services when and where
you need
© Copyright 2012 Hewlett-Packard Development Company, L.P.
The information contained herein is subject to change without notice.
Datacenter Care
Relationship
Management
Relationship Management
Account
Support
Manager
Technical
Account
Manager
Datacenter
Hardware
Specialist
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© Copyright 2012 Hewlett-Packard Development Company, L.P.
The information contained herein is subject to change without notice.
Your assigned local HP technical liaison who is dedicated
to understanding your business so they can provide the
best advice on how to reduce cost, increase efficiency,
mitigate risk & drive operational improvement throughout
the IT environment
Your assigned technical expert whose job is to know your IT
environment, ensure it stays running 24*7 and manage all
incidents end-to-end for the fastest possible resolution
Your onsite hardware engineer highly trained & certified to
repair systems in fastest possible timeframe and understand
your IT setup
Datacenter Care
Enhanced Call Handling
• HP’s best call experience tailored to the needs of each customer,
engaging appropriate HP technical experts as required
• Higher-skilled remote support & escalation/elevation
• Rapid Response to Critical Hardware and Software Incidents
• Accelerated Escalation Management
• Remote hardware & software incident diagnosis and support
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© Copyright 2012 Hewlett-Packard Development Company, L.P.
The information contained herein is subject to change without notice.
Enhanced Call
Handling
Datacenter Care
Environment Wide Entitlement
• Existing/new equipment covered by Datacenter Care
without explicitly adding those devices to a contract
• Deliverables are individually sized and priced depending
on the customer’s specific needs – not per device pricing
• Devices can have any level of reactive & proactive
support
• Primary Service Provider support for Multivendor
environments
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© Copyright 2012 Hewlett-Packard Development Company, L.P.
The information contained herein is subject to change without notice.
Environment
Wide Entitlement
Lifecycle Event
Services
Datacenter Care
Lifecycle Event Services
Think
Strategic
Decision Making
“I know my IT
strategy. Help me
design the solution
and create an
implementation plan
in the context of my
existing environment
and business
strategy.”
Design
Design and
Planning
“I know my IT
strategy. Help me
design the solution
and create an
implementation plan
in the context of my
existing environment
and business
strategy.”
Implement
Manage
Improve
Installation and
Deployment
Operational and
Optimization
Services
Training
“I have a detailed
solution and an
implementation plan.
Help me deploy and
integrate it into my
environment,
reducing disruption,
minimizing future
maintenance.”
“My environment is
up and running. Help
me ensure I get the
most value out of it.”
“Help me train and
keep my IT staff
up-to-date with the
latest technologies,
techniques and
IT Service
Management
best practices.”
A comprehensive, customer centric, end-to-end portfolio to help you through the technology lifecycle
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© Copyright 2012 Hewlett-Packard Development Company, L.P.
The information contained herein is subject to change without notice.
Datacenter Care delivers great support
experiences
1. Make it Personal
2. Make it Proactive
3. Make it Simple
• Know your IT environment.
• Know your stakeholders.
• Know how IT enables your
business.
• Keep your infrastructure
aligned and up to date.
• Give you advice on how to
optimize performance.
When you have a problem,
give you access to HP’s
best people.
• Help you make the most of
your investment.
• Reduce your complexity
and risk by being the
Single point of contact for
Services – with tools, deep
skills, and an ecosystem of
global partnerships
including back-to-back
service agreements
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© Copyright 2012 Hewlett-Packard Development Company, L.P.
The information contained herein is subject to change without notice.
Datacenter Care benefits
The support evolution continues… and HP is leading the charge

Delivers on what matters to you:
Aligned investment to business and IT goals where and when you need it

Mitigate risks to business disruption:
Intimate knowledge, fastest resolution, higher performance, availability & optimization
at environment level
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Peace of mind:
Best in class support solution, using industry best practices, specialist resources & tools for both HP &
Multivendor products

Easy to buy, easy to own:
Fully flexible end to end support solution purchased at a competitive price point. Easy to add or
change. Single contract, personalized experience through assigned team
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© Copyright 2012 Hewlett-Packard Development Company, L.P.
The information contained herein is subject to change without notice.
HP + HP Partners = Unmatched Value
Partner
+
HP
• Single point of contact for the customer
• Proven experience and expertise
• Integral part of delivery system
• Investment in intelligent solutions
• Increased account control and customer loyalty
• Efficient and cost-effective delivery methodology
Customer
• High-touch yet most cost effective care customized especially for my IT environment
• Better internal IT resource management to enhance focus on strategic initiatives
• Scalable approach to address requirements within constrained budgets
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© Copyright 2012 Hewlett-Packard Development Company, L.P.
The information contained herein is subject to change without notice.
Why HP
Global Expertise Available Locally
• HP presence in 170 countries
• Customers in 90% of the Fortune 100
• Global Network of over 150,000 Partners
• Over 13500 ITIL certified professionals
• 1,600 best practices for service improvement
• Trained 100,000+ IT professionals in ITIL/ITSM
• 23,000 Microsoft trained professionals
• 90+% customer satisfaction among HP Mission Critical
customers
• 6,000+ high availability experts
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© Copyright 2012 Hewlett-Packard Development Company, L.P.
The information contained herein is subject to change without notice.
For additional information
Visit: http://www8.hp.com/us/en/business-services/index.html#/page=1
&/facet=Support%20Services&/sort=csdateweblaunch|DESC&/cc=us&/lang=en
after March 14, 2012
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© Copyright 2012 Hewlett-Packard Development Company, L.P.
The information contained herein is subject to change without notice.
Q&A
© Copyright 2012 Hewlett-Packard Development Company, L.P.
The information contained herein is subject to change without notice.
Appendix
© Copyright 2012 Hewlett-Packard Development Company, L.P.
The information contained herein is subject to change without notice.
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© Copyright 2012 Hewlett-Packard Development Company, L.P.
The information contained herein is subject to change without notice.
Thank you
© Copyright 2012 Hewlett-Packard Development Company, L.P.
The information contained herein is subject to change without notice.