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The HP Always On Support portfolio features three levels of on-going customer support services and a comprehensive family of added value service offerings that customers can deploy within their virtualized, multi-vendor or cloud environments.
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© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
New HP Always On Support Services HP Revolutionizes Enterprise Customer Support for the Cloud Era
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
2
Revolutionary Support Services
Today’s Agenda
• What is Driving the Revolution?
• Old World Support vs. New World
• HP’s Point of View and New Always On Support Services• Foundation Care
• Proactive Care
• Datacenter Care
• Lifecycle Event Services
• Summary
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
3
Data centers converging, increasing demand driving more to the cloud
Management software
Network
Servers
Power & cooling
Storage
Traditional
Private
Public
Business Users Developers Individuals
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
4
Old world support vs. new world support
HP Always On Support- Support for the New World
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
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
5
Revolutionary Support in a Changing IT World
Our Point of View
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?
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
6
Delivering the Our Point of ViewLeveraging Innovation
HP ProLiant Gen8 Servers
Revolutionary Support in a Changing IT World
We believe you need a direct connection to experts anytime anywhere.
We believe routine problems should fix themselves.
We believe getting the most performance from your systems is not just your problem.
We believe you want push-button simplicity from your technology and support.
We believe you have more important things to do than patch management.
We believe you want a choice in who delivers your best in class support.
We believe in continuously giving more value from your support services, for less.
We believe you deserve a superior customer experience.
SO WHAT DO WE BELIEVE?
7 HP Confidential
HP SUPPORT EXPERTS LIKE
ROLF SCHUMACHER
ARE ALWAYS ON.
SO ARE THEIR
CUSTOMERS.
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
8
Personalized, Proactive, Simplified
New HP Always On Support Services
Discrete System Support Environment Support
Foundation Care
I need the systems I’m buying from you to keep running with
minimal downtime.
Datacenter Care
Customize my support to address my unique business needs.
Proactive Care
Fix my IT before it breaks. Keep my systems up to date. Give me direct access to your best people.
Lifecycle Event Services Give me access to expertise to complement my team when and where I need it
Personalized, Proactive, SimplifiedNEW HP ALWAYS ON SUPPORT SERVICES
Discrete System Support
Foundation Care
I need the systems I’m buying from you to keep running with
minimal downtime.
Exi
stin
g O
ffer Hardware
Support
Reactive hardware support only
New Collaborative
Support
Reactive hardware support + basic
software diagnosis support, third-party
collaboration Exi
stin
g O
ffer Software
Support
Reactive complex software support
and software updates E
xist
ing
Off
er Support Plus &
Support Plus 24
Integrated reactive hardware and software support
Reliable & Consistent Support to keep the business up and running
HP Foundation Care
Enhanced support experience with Insight Remote Support & HP Support Center
• Reliable, Simple and Affordable services with a wide range to suit your needs• Single number to call for HW and SW problems• Consistently delivered globally by HP experts and Authorized channel partners
Personalized, Proactive, SimplifiedNEW HP ALWAYS ON SUPPORT SERVICES
Discrete System Support
Proactive Care
Fix my IT before it breaks. Keep my systems up to date. Give me direct access to your best people.
Proactive Care Features
Firmware/Software Management & Best Practice AdviceSpecific patch and software update recommendations
Proactive Scan and Health CheckQuarterly incident & trend reporting
Rapid Access to Advanced Solution CenterSingle Point of Contact
Local language, advanced solution skillsRapid engagement of CoE’s & Alliances as required
Hardware and Software SupportAdvanced Solution Center
Technical Solution SpecialistISV Software Support
Insight Remote Support required (installation assistance provided)
A fixed set of technology enabled, remotely delivered, reactive and proactive deliverables for Converged Infrastructure Virtualized Solutions
Delivered by Technical Account Manager in the Advanced Solution Center
Proactive features: a different experience
Quarterly incident report Summary of any incidents to show trends that might be impacted by configuration or environment issues
Twice a year, Proactive Scan report Platform health check with recommendations, with 30min discussion with Technical Account Manager
Twice a year, Platform Revision Management Firmware & software assessment and update recommendations, with 30min discussion with Technical Account Manager
Result: You get expert advice & recommendations to help avoid problems and better manage their environment
FW/SW Management & Best Practice Advice
14
Proactive Care – Options to Enhance Customer Value
Options Skills on DemandPersonalized
SupportFuture Future
Firmware/Software Management & Best Practice AdviceSpecific patch and software update recommendations
Proactive Scan and Health CheckQuarterly incident & trend reporting
Rapid Access to Advanced Solution CenterSingle Point of Contact
Local language, advanced solution skillsRapid engagement of CoE’s & Alliances as required
Hardware and Software SupportAdvanced Solution Center
Technical Solution SpecialistISV Software Support
Insight Remote Support required (installation assistance provided)
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
15
Personalized, Proactive, Simplified
New HP Always On Support Services
Environment Support
Datacenter Care
Customize my support to address my unique business needs.
Datacenter Care-HP’s most flexible service offeringEnvironment Wide Entitlement
• Allows existing/ongoing equipment to be covered by Datacenter Care without explicitly adding individual 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
Enhanced Call Handling
• Provides a customer with access to the Mission Critical Solution Center for all devices covered* by their Datacenter Care contract
Datacenter Care
Customize my support to address my unique business needs
Flexible and customizable, high-touch, a la carte; named
resources, enhanced call experience, Primary Service
Provider; environment pricing
Hyperscale, Multivendor,
Custom
DATACENTER CARE STRUCTURE
DC Configurationand Pricing Tool
Sales/Solution ArchitectUnderstand customer need
Select Solution-specific playbook
Customize effort and proactive price with help of template
Unique Customer Needs
Fully customized support solution
to meet customer needs
Priced based on need & usage
Relationship Management
Datacenter Care Building Blocks
Enhanced Call Handling
Reactive Support
Proactive Services
Other Playbooks…
Traditional Enterprise
Cloud Computing
Hyper Scale Service Provider
High Performance Computing
Solution-Specific Playbooks
Pre-defined pursuit process and collateral for different
customer segments
Includes a Configuration and Pricing Template with
recommended frequency/size of
deliverables
Personalized, Proactive, SimplifiedNEW HP ALWAYS ON SUPPORT SERVICES
Lifecycle Event ServicesGive me access to expertise to complement my team when and where I need it
Training
DeploymentDesign and Planning
A comprehensive, customer centric end-to-end portfolio to help customers through the technology lifecycle
Lifecycle Event Services
StrategicDecision Making“I see an opportunity or
need to evolve my environment. Help me
understand the options, value and benefits.”
“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.”
“I have a detailed solution and an
implementation plan. Help me deploy and integrate it into my
environment, reducing disruption and
minimizing future maintenance.”
19
Ongoing Operations& Optimization
“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.”
LIFECYCLE EVENT SERVICESHP Lifecycle Event Services provides a comprehensive portfolio of Technical Per Event Services that brings together Support and Consulting into one set of Service offerings and a differentiated customer experience – Global Expertise available Locally
Strategy Services Design Services Deployment Services
Operational & Improvement
Services
Education Services
Help customers evolve their IT infrastructure with our comprehensive strategy and planning services portfolio
Help our customers design their new solution and develop an implementation plan
Help Customers deploy and integrate new IT solutions
Helping customers adopt best practices to enhance IT processes and ongoing solution optimization
Helping customers keep their IT Staff trained on new solutions and ITIL best practices
• Cloud discovery Workshop
• Hybrid Delivery Strategy
Service
• Data Center Strategy and
Roadmap Service
• HP Data Center Sourcing
Strategy
•Cloud System Matrix Enablement Service
•Optimization Planning Service for 3Par
•Predictive Wireless Site Survey
•Factory Express•Onsite Installation and Start up •Virtualized Blade Deployment•Global Standardized Deployment•Data Center Technology• Refresh•Relocation Service
•Blade Technology and Toolset Assessment•Assessment Service for •SAN•ITSM Quick Assessment•Quick or Comprehensive •Thermal Assessment•Network Open Standards ReadinessAssessment
•ITIL 3.0 Certification•Product Training Storage Servers Networks•Software training Suse/RHEL Linux Microsoft HP Insight SW•Cloud System Matrix•Custom designed courses
HP Revolutionizes Support Services - Summary
• Customers’ IT is changing -- and their support should too
• HP Always On Support services are the industry’s first architected for multivendor, converged and cloud environments
• Services extend intelligent technologies built in HP Converged Infrastructure
• Three levels of “Care” transform customers’ support experience, making it more personal, proactive and simplified
The support evolution continues.. And HP is leading the charge
HP SUPPORT EXPERTS LIKE
ROLF SCHUMACHER
ARE ALWAYS ON.
SO ARE THEIR
CUSTOMERS.
FOR ADDITIONAL INFORMATION
© 2011 HP Confidential22
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
Q & A