© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Grow your services business

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

Grow your services business with HP

Support for 3PAR 7000 rangeHP Support Portfolio - Simplified

Paul Early UKI Channel Manager

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.2

Business OpportunityPaul EarlyHP Services for 3PAR 7000’s• Deployment Services

Damien Gavigan• Proactive Care

Reuben MelvilleHP Support Portfolio - Simplified Paul StancombeSummary and Call to action Paul EarlyQ&A

Agenda


• Big customer demand for the new 3PAR technology

• Maximise your customers investment: HP

Deployment services

• Perfectly aligned for HP Proactive Care support

3PAR Support - Business Opportunity

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

HP Deployment Services


Deployment Services

• HP 3PAR StoreServ and Software 7000 Storage Installation and Startup Services

• HP 3PAR StoreServ 7000 Replication Software Suite Installation and Startup Service

• HP 3PAR Adaptive Optimization Policy Implementation Service

• HP Enhanced Implementation Service for SANs

• HP Data Replication Solution Service

• HP Storage Virtual Volume Design and Implementation Service

• HP Storage Data Migration Service

HP Deployment ServicesService Benefits

• Allows the customers IT resources to stay focused on their core tasks and priorities

• Ensures new HW is Deployed into operation right, first time;• reduce risk• accelerating the deployment• best practice configuration from day one

• Helps Customer more effectively utilize your HP 3PAR StoreServ 7000 Storage thanks to customer orientation session

• All of which ensure your customer realizes the maximum benefit from their storage investment


HP Proactive Care Service


• Unplanned IT downtime can result in significant costs to your businesses• In addition to lost productivity, organisations can lose substantial amounts of revenue

and lose reputation for quality and reliability

Mission Critical support services provide comprehensive proactive preventive support solutions across your IT environment to increase availability, boost performance and reduce these risks to your business

4. Finances

• Revenue recognition, cash flow, credit rating, stock price, regulatory fines

3. Reputation

• Customers, competitors gain advantage, suppliers, financial markets, business partners

2. Productivity

• Can your employees work normally during the unplanned downtime? Will as many products be made or services fulfilled?

1. Revenue

• Direct loss, compensatory payment, lost future revenues, billing losses, investment losses

The Cost of IT downtimeMission Critical support helps prevent costly unplanned downtime


For the 1st time in 20 years unplanned downtime is increasing

90% of all unplanned IT downtime is caused by suboptimum HW configurations, compatibility issues, out of date software, firmware and inadequate IT management processes

Unplanned Downtime

Yet, hardware components are more reliable than ever (processors, motherboards, discs, fans etc.)

10%

90%

Reactive support

Mission Critical support

Configuration & Processes failures

Hardware failures

• Memory • Processors• Discs• Fans

• Suboptimum configurations• HW & SW compatibility issues• Outdated patches• Outdated firmware• Outdated BIOS• Outdated drivers• Inadequate planning• Suboptimum change management

processes• Suboptimum back up and recovery


Help customers meet SLAs with the right support levelOperational Support Services for HP 3PAR StoreServ 7000

HP Installation & Start Up Services

Reactive ServicesFor Customers who can afford to

react to issues when downtime has already occurred (eg T&D)

CTR, 4hr Resp, NBD

Proactive CareFor environments with increased

availability, improved performance and enhanced

reactive services

Proactive Care Core &Proactive Care Personalised

Option

Data Centre CareA flexible service which can be customised to meet the highest

levels of functionality, availability and reactive

response required in Mission Critical environments

Recommended Service Level: Proactive Care & Proactive Care Personalised Option

• Fix Customers Storage before it breaks. Help keeping their systems up to date. Giving them rapid access to our advanced technical experts

• Deliverables: Proactive & Enhanced Reactive Support. Access to the Advanced Solution Centre, Incident Reporting, Proactive Scan, Platform Revision Management

• Additional Options: HP Proactive Care Personalised Support . Aligning an Account Support Manager (ASM) to deliver on-going Technical Advice, Escalation Management & Account Planning

• Why Proactive Care: Proactive Care reduces problem resolution time 40% faster & can reduce unplanned downtime by as much as 50%


Proactive Care - for HP StoreServ 7000

Proactive Care Core: 7200Remotely Delivered•1/4ly Incident Reporting•1/2ly Proactive Scan•1/2ly Platform Revision Management•Call Home Technology•Access to the Advance Solution Centre•3 Reactive SLAs – ( with Collaborative Care)

‘Fix my Storage before it breaks. Keep my systems up to date. Give me rapid access to your advanced technical specialists’Proactive Care Personalised

Option: 7400

Inc ALL of the Core Deliverables,

• Assigned Account Support Manager

•Operational & Technical Advice

•On-site 1/2ly Support Reviews

•Annual Personalised Support Plan

The above Service is the recommend solution for the P7000. Additional service levels can be provided, Reactive Hardware Support and for bespoke solutions, Datacentre Care

HP Installation & Start Up Services


HP Proactive CareProactive Care Core:• Quarterly Incident Reporting (remotely)• Half Yearly Proactive Scan (remotely)• Half Yearly Platform Revision

Management (remotely)• Access to Advanced Solution Centre• NB Day, 24x7x4hr & 24x7x6 CTR Hw Response &

DMR• Collaborative Support• Assistance in installation of IRSA

Personalised Option Includes:

•Assigned Account Support Manager

•Operational & Technical Advice

•On-site 1/2ly Support Reviews

•Annual Personalised Support Plan

•Personalised Escalation Management

Skills on Demand:Access to expert technical skills when and where

you need it• Buy blocks of 10 credits to purchase• Able to select from a broad range of services to

address the lifecycle of your needs


Choosing the right solutionWhich solution to meet our Customers needs?

• With PC Personalised, you have a ASM assigned to deliver on-going advice, and visit the customer at their site

• With PC Core, remotely delivered via a TAM twice a year. With PCP, you have an ASM & a TAM assigned

• All Proactive Care Customers log their calls through the Advanced Solution Centre. With P24, they use the standard Response Centre

• With Proactive Care, you get Collaborative Support within the Reactive Service. You do not get this with P24

Account Support Management

Advanced Call Logging

Hardware & Software Support

On-going & On-site Advice

PROACTIVE CARE CORE

P24

PROACTIVE CARE WITH

PERSONALISED OPTION

√ √ √

√

√

√

√√

√

√


• Position Proactive Care with all new 3PAR deals

• Make the most of the Proactive Care promotions in H1

Next Session• Work initiated based on Partner feedback • Support Portfolio - Simplified

Call to action


HP Support Portfolio - Simplified

Paul StancombeBusiness Manager - TS Attach Services UKI


HP’s historic approach to its Support Portfolio


Simplified Messaging – 3 Tier Content

Product / Generalist Sales – High level Value Proposition

TS Sales Specialists – Support Customer Engagement

Subject Matter Experts – Solution Architects, Trainers

Customer


TS Support : Positioning

Reactive “Fix IT Fast”

• A fast and reliable breakdown service when things go wrong

• Part of the basic offer!

Proactive “Keep IT Running”

• Regular servicing and monitoring to prevent problems from occurring

• Needed as a minimum sold!

High Availability“Make IT Better”

• Holistic fleet management - people, processes, tools, customised & comprehensive

• A complete solution!


Reactive

Proactive

Proactive Care

Increased availability & performance

Stops problems before they ever occur

50% more IT availability

Keeps your systems up-to-dateTwice yearly config. Advice

Fixes faults 40% fasterExclusive access to HPs Advanced

Solutions (Response) Centre

Assistance deploying HPs remote support tools

Reactive hardware &/or software support

Reactive support direct from the manufacturer from as little as £1 a

day

Experienced HP engineers

Approved HP spares

Access to HPs self help ‘Electronic Support

Centre’

HP Confidential

£ P

rice /

I

T

Availab

ilit

y

IT Criticality

HP’s New Support PortfolioHigh Availability

Critical Service

When high availability is the goal and unplanned downtime

is not an option

A Mission Critical service Designed to meet your individual

business requirements

Dedicated HP Mission Critical account team

Single-point-of-contact

Our best call handling

Exclusive access to the Mission Critical Response Centre


Service Positioning for Product Categories

• PC Personalised= PROACTIVE CARE WITH PERSONALISED OPTION

• Shaded Boxes are RECOMMENDED SERVICE LEVELS

ISS HPSD

High AvailabilityPC

Personalised

PC Personalis

ed

Critical Service

PC Personalise

d

HPN

Low End High EndLow End Mid Range

High End Low End High

End

Standard Proactive Care

PC Personali

sed

Proactive Care

PC Personalis

ed

Proactive Care

PC Personali

sed

Basic Reactive

Proactive Care

Reactive

Reactive

Proactive Care

PC Personalis

ed

PC Personali

sed

Proactive Care

Integration & Technical Services (ITS)


HP’s Recommended Support Service

High End

Low End

Mid Range

Proactive Care Personalised

Reactive

ISS

Proactive Care

Critical Service

HPSD

Proactive Care

Personalised

Reactive

HPN

Proactive Care

Personalised

HP’s Proactive Services :

1. Fixes Before it breaks

2. Keeps Systems up to Date

3. Rapid Access to the best HP People

HP BCS Solutions – Consult your Services Specialist


Recommended Support Service for ISS

Low End

High End

ML350, ML370, DL360, DL380,

DL560, DL580, DL785, DL980

Blade Enclosures c7000, c3000

SL600, S6500. All Blade Servers

Microserver, ML110, ML150,

ML310, DL120, DL140, DL160,

DL180, DL320

High Availabili

ty

Standard Basic

Proactive Care

Reactive

Proactive Care

Proactive Care

Personalised

Proactive Care

Personalised


Recommended Support Service for HPSD

Mid-Range

High EndXP, X9000, EVA, StoreServ 10800,10400 ESL libraries B6200

StoreServ 7400 , EMLlibraries, MSLlibraries, X5000, HP StoreVirtual (Lefthand)

High Availabili

ty

Standard Basic

Critical Service

Proactive Care

Low End

StoreServ 7200, MSA 2000, X1000 & X3000 NAS, Blade SystemHP StoreOnce (D2D), Backup, RDX drives & autoloaders, MSL

Reactive

Proactive Care

Proactive Care

Proactive Care

Personalised

Proactive Care

Personalised

Proactive Care

Personalised

Proactive Care

Personalised


Reference Card (front)


Reference Card (back)


Thank youQ & A


• Next webinar: 22nd February 10.30 – 11.00

Understanding HP Contractual Services

Later this month

Documents

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Grow your services business