Triforce Maintenance Event HP Maintenance presentation...follow ups and issues. ... A strategic alliance HP Support Services ... •HP guarantees all devices on maintenance will be

HP Restricted – Internal Use Only

Triforce Maintenance Event

June, 2013

© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

- HP’s investments in Service Support Tools & Processes- HP’s differentiation compared to other Support Providers- HP’s support of multi-vendor products- Triforce Support


- HP’s investments in Service Support Tools & Processes

Paul VescioGlobal support delivery managerSouth Pacific

© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.4

The TS Vision and Mission is ours

Global Support Delivery FY13

TS & GSD Vision

We create industry leading end-to-end

personalized, proactive, and simplified

experiences around HP Converged Infrastructure

products and Converged Cloud solutions

TS & GSD Mission

To be the leading provider of Technology Services

with the best Services team in the industry

GSD – Our Purpose

To support TS Vision and Mission by providing HP

customers with the best support experience across

the entire life cycle of their IT infrastructure


HP Service delivery improvementsHere are some of the Service Delivery changes that HP has

made for a better customer experience:

• New IVR with voice automation to quickly get you to the

correct place for support

- Case review process (13 11 47 or 13 10 47 say “Customer

Care”)

- Escalation process (13 11 47 or 13 10 47 say “Repair

Status”)

www.hp.com/go/newmenu/au

• Support scripts are more relaxed

• Service First protocol

• HP customer satisfaction is over 97%

http://www.hp.com/go/newmenu/au


- HP’s differentiation compared to other Support Providers

Sasha DjelicBusiness Development Installed BaseTechnology Services


The HP Proactive Insight Experience

Proactive services

• Personalised and simplified support services

specifically designed to help you with today’s

complex environments

HP Insight Remote Support

• 24/7 remote monitoring that is designed to

deliver a combination of reactive and proactive

services

for a large variety of devices

HP Insight Online

• New addition to the HP Support Center portal for

one stop, secure and personalised IT support

view

of your remotely monitored environment

An integrated manageability and serviceability experience


HP Support Delivery Investments

Historical challenges Current investments

Focus on operational efficiencies and costs New CEO, new ideas, new direction, customers for life!

Poor line quality, complex IVR and hard to understand New IVR with voice recognition with direct access to DBD engineer (start diagnosis within 90 secs)

Scripted response and lengthy support call loggingMultiple support call logging options in place, automatic through IRS, electronic through HPSC, trusted via SCM Plus and consultative via telephone

Mandatory DBD (diagnose before dispatch) before HP engineer dispatch

Relaxed remote diagnosis with focus on customer satisfaction and quality of service

Parts not available and/or arriving lateIncreased parts sparing with additional parts stocked in local warehousesChanged courier company to improve delivery times

HP field engineers arriving late or not at all Additional engineers recruited in each product vertical to provide required coverage

HP engineers not trained and qualified for the job All field engineers put through advanced technical training in each product vertical

End to end case monitoringDedicated end to end case monitoring team in place to ensure calls are being accepted, diagnosed and dispatched in a timely fashion.

Inefficient case follow up and problem resolutionLocal Issue Resolution Team in place to assist customers with any break-fix reactive support case follow ups and issues


HP Insight Online experience

HP Insight Online (www.hp.com/go/insightonline) is a new capability available through the HP Support

Center portal. This is your one stop, secure access to product and HP support information specific to your

IT environment. HP Insight Online is available at no additional charge as part of your HP warranty, HP Care

Pack Service, or contractual support agreement with HP

My IT Environment

• Automatically displays devices

remotely monitored by

HP Insight RS 7.0.5

• Track service events and

support cases

• View device configurations and proactively

monitor service credits information

• View and manage HP contracts and

warranties

Customers

http://www.hp.com/go/insightonline


HP Support Center Mobile Application

Mobile Experience

What’s here :

• Video/Photo upload for Chat and Cases

• Multi language UI and Content: English,Japanese,

Chinese (trad), Chinese (simpl), Italian, German, French,

Spanish, Portuguese

• Mobile Forum Community integration

• Personalization Enhancements

• Seamless access to consumer products

• HP Passport authentication

• Import C & W devices into App

• Complete Entitlement coverage

Summer 2013

• Complete case management solution

• Notification – Case Status Change

Late 2013 - Early 2014

• “MyIT” environment through Mobile device

• “MyCustomers” environment through Mobile Device


- HP’s support of multi-vendor products

Casey WhiteBusiness DevelopmentNetwork Services


HP Datacenter Care Primary Service Provider

The “power of one”

• One vendor/number to call

• One contract/invoice

• One service delivery

manager

• One set of IT

processes/reporting

• A single point of

accountability/responsibility

Business results

• Reduces costs

• Frees up IT staff

• Reduces operational

complexity

• Resolves problems faster

• Manages interoperability

issues

HP’s most flexible support for heterogeneous IT environments


Multivendor Capabilities

Servers & Storage

HP

Dell

IBM

Oracle/SUN

StorageTek

EMC

Quantum

Networking

HP

Cisco

Bluecoat

F5

Riverbed

Polycom

Personal Computing

HP

Dell

Lenovo

Acer

Apple

Lexmark

Fujitsu

Software

Teradata

Microsoft

Citrix

VMWare

RedHat


HP MV Networking Services

End to End Lifecycle Solutions on

• F5

• Bluecoat

• Riverbed

• Infoblox

• Polycom

• Microsoft

• Cisco

HP has long standing Global Partnerships with

all these vendors, as well as Solution

Architects and Delivery Consultants – to

design, deploy and manage these multivendor

environments


Cisco HP Branded Support

A strategic alliance

HP Support Services •HP offer HP branded support on all Cisco hardware and software products

•Cisco Gold Partner alliance and winner of Cisco 2012 award for Excellence in Post Deployment Support. Ensuring competitive pricing and

quality service

•Full entitlement to hardware replacement ensuring genuine Cisco parts are used, software bug/fix, applicable version downloads and

access Cisco to TAC via alliance partner. This is not a best efforts service, this is a 100% fully backed by Vendor agreement.

•HP guarantees all devices on maintenance will be backed out to Cisco

•Access to the largest spares holding from Cisco giving you full entitlement to IOS and software updates and faster on-site dispatch of

spares

•HP's Cisco alliance provides a national team of Cisco CCIE accredited engineering support personnel for Level 2 & Level 3 support cases

•HP and their alliance partner offer visibility and management of your Cisco contracts via the Cisco Service Access Management tool

Hardware and Software Coverage

Window Arrival

9x5 NBD

24x7 NBD

9x5 4hr

24x7 4hr

9x5 Coverage Window Hours - 8.30am to 5.30pm, Mon to Fri

Onsite and Offsite Support Available

This strategic alliance being exclusive to

the Australian marketplace for the past

four years delivers a combined value of

Cisco Network support in excess 650

annuity contracts and 1000 customers

across 3000 sites.


- Triforce Support

Attila PetersTriforce AustraliaBusiness Development


Triforce OverviewWho we are:-

• Leading IT System Integrator since 1993 (www.triforce.com.au).

• We specialise in supplying, integrating and supporting multivendor

IT infrastructure solutions for some of Australia’s 200 ASX listed

customers.

• We provide cutting edge innovative solutions to customers and

align IT with their business needs to keep them competitive

Our Partnership with HP:-

• Triforce is 1 of the top 10 HP Premier Partners in Australia.

• As an HP Premier Partners, Triforce is required to make significant

investments in its people to understand and support our customers

needs for HP’s enterprise solutions: –

• Five S’s - Servers, Storage, Switching, Software & Services.

http://www.triforce.com.au/


Triforce Maintenance Management• We ensure our customers IT devices are covered with

the correct service and support they need for their

business;

• We add value to our customers maintenance needs:-• Aligning the correct Maintenance Solutions to our customers;

• Ensuring correct service levels are applied to devices, minimising

downtime;

• Ensuring maintenance is renewed on expiring devices;

• Contract Administration around Adds, Moves, Deletions and

Changes;

• Providing flexibility around billing of Maintenance Contracts;

• Assist with Vendor Support Case escalation.

• Specific to HP:-• Triforce currently looks after more than 80 HP Maintenance

Contracts;

• We manage Multi-Year Contracts for large Gov’t with excess of 3000+

devices to customers with 10 devices or less with a 12mth renewal

term;


Next Steps1. Check what you have coming up for renewal.

2. Talk to Triforce regarding your Maintenance requirements

3. Engage Triforce if you would like us to look at your contracts to see

alternative Maintenance options and potential savings on both HP

and other vendor support.


Thank you

Documents

Triforce Maintenance Event HP Maintenance presentation...follow ups and issues. ... A strategic alliance HP Support Services ... •HP guarantees all devices on maintenance will be