HP Proactive Care
Kim Lane-Brashares
TS Channel Sales Mgr
FY14
© Copyright 2012 Hewlett-Packard Development Company, L.P. The
The information
information contained
contained herein
herein isis subject
subject to
to change
change without
without notice.
notice.
The Cost of IT downtime
Mission Critical support helps prevent costly unplanned downtime
• 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
1. Revenue
• Direct loss,
compensatory payment,
lost future revenues,
billing losses,
investment losses
2. Productivity
• Can your employees
work normally during
the unplanned downtime?
Will as many products be
made or services fulfilled?
3. Reputation
• Customers,
competitors gain
advantage, suppliers,
financial markets,
business partners
4. Finances
• Revenue recognition,
cash flow, credit
rating, stock price,
regulatory fines
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
2
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Unplanned Downtime
Technology is simplifying, the environment is becoming more complex
Yet, hardware components are more reliable than ever (processors, motherboards, discs, fans etc.)
Hardware
failures
Configuration
& Processes
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Outdated patches
Outdated firmware
Outdated BIOS
Outdated drivers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
20%
80%
Reactive
support
Mission
Critical
support
80% of all unplanned IT downtime is caused by suboptimum HW configurations, compatibility issues,
out of date software, firmware and inadequate IT management processes
3
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Issues Today
When we talk to our customers today, the key measures they are being asked to meet are:
Increase…
in criticality within their IT environment.
Without IT, the business would not be able to operate
Reduce…
the amount of unplanned downtime within the IT environment
due to the criticality of the environment
Increase…
the ROI by maximising the assets purchased within the IT environment
All of these are to be done whilst Reducing the overall cost of IT to the business
4
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Creating Great Experiences
What do our Customers need from their Support Provider?
Make it Personal
• Know my IT environment
• Know my stakeholders
• Know how IT enables
my business
5
Make it Proactive
• Keep my infrastructure
aligned and up-to-date
• Give me advice on how to
optimise performance
• When I have a problem, give
me access to your best people.
Help me make the most of
my investment
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Make it Simple
• Reduce my 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
Our Customer Needs...Today
What do our Customers need from their Support Provider?
6
Avoid Problems
• Help me keep my platform current
• Help me avoid identified problems
• What does my case history show?
Advanced Technical
Response
• Rapidly connect to tech solution specialists
• Manage my case – no hand-offs
Hardware and
Software Repair
• Fix my platform efficiently and cost effectively
• ISV products are key to my business also
• Treat me as a whole entity
Automation
• Secure technology to help me real-time
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Proactive Care – Meeting our Customers Needs
IT Issue
Proactive Care Deliverable
Proactive Care Personalised Option - Account Support Management
• Aligned & Named Account Support Manager who offers on-going advice, personal call escalation management, on-site reviews, acts as a key point of
contact within HP delivery, creates & owns Customer Support Plan
Avoid
Problems
• Help me keep my platform current
• Help me avoid identified problems
• What does my case history show?
FW/SW Management and Best Practice Advice
Advanced
Technical
Response
• Rapidly connect to tech
solution specialists
• Manage my case – no hand-offs
Direct Access to Advanced Solution Centre Specialists
Hardware
& Software
Repair
• Fix my platform efficiently
and cost effectively
• ISV products are key to my business also
• Treat me as a whole entity
Foundation Care
• Remote Technical Account Managers delivery
• Firmware, patch and software update recommendations x2
• Proactive Scan – x2 and Incident reporting – x4
Personalised
Support
Reduce number
of calls
• Single Point of Contact for end-to-end case ownership
• Advanced solution skills
• Rapid engagement of ISVs as required
• L1-3 for SW products on BoM. L1/collaboration for ISS OS & HV if not on BoM
• HW - NBD, 24x7, 24x7x6hr CTR
• DMR/non DMR choices consistent with Foundation Care
• Remote Monitoring – 24x7 remote monitoring
Automation
• Reduces Call Resolution Time by 40%
• Secure
technology
to help
me
real-time
© Copyright 2012 Hewlett-Packard
Development
Company,
L.P. The
information
contained herein is subject to change without notice.
7
• Highly accurate diagnostics enable 95% first time fix rate
Reduce amount
of time it takes
to close calls
HP Proactive Care
Proactive
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
• Assigned Account Support Manager
Personalised • Operational & Technical Advice
• On-site 1/2ly Support Reviews
Option
• Annual Personalised Support Plan
Includes:
• Personalised Escalation Management
Skills on
Demand:
8
Access to expert technical skills when and where you need it
• We can scale up the service to meet your need by adding in additional Account Support Management Days.
• We can add in deliverables such as HP installing your firmware for you, training & assessments
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Who Does What?....
What you get for the solution & when....
TAM
PC Core
The TAM delivers everything
remotely, over the phone. They
are responsible for
• Call reporting x4
• Firmware & Software reviews
x2
• Proactive Scan
The are not:
• Are not aligned to the
customer, they are not named
• Do not offer on-going advice
9
ASM
PC Personalised Option
The ASM (based in the UK) is
named & aligned to the customer.
They deliver:
• On-going technical advice
• Call escalation management
• On-site visit x2
• Account Planning
• Oversee delivery of TAM
• Oversee any additional delivery
ONLY if additional time is built in
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Add Ons
Additional ASM Days
Additional ASM Days – You only
get 4 ASM days in PSP, so you
need to add more in to increase
the ASM time. General rule:
•1 Day per 10 devices
•Add additional days if multiple
sites to be covered
•Add additional days if MultiNational elements
•Add additional days for certain
additional elements such as
install of firmware
Why Proactive Care – so what are the benefits?
Resolve complex problems faster and more easily
• Up to 40% reduction in total problem resolution: Advanced Solution centre experts
for end to end problem resolution across Server, Storage, Network and Software
• Leveraging our Solution Experts & Remote Tools, enables 95% first time fix rate
Reduce unplanned outages
• Eliminate up to 50% of problems: Firmware, patch & configuration recommendations
with expert advice to identify & remove potential issues across the platform before they happen
Cost efficient solution
• When you compare industry average downtime cost against the price of Proactive Care,
which leverages remote support technology & specialist remote resources to align with
Customer’s investment expectations for Server, Storage & Network devices
Supported by the best
• With Proactive Care, you have direct access to the OEM.
We understand the technology because we have made the technology
Leveraging relationships
• With Proactive Care we work with your ISV to remove any ‘grey areas’ between Hardware
and Software, treating your IT environment as a whole environment
10
© 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.
Additional Slides
For Your Reference
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Questions I Like to Ask to Get Them Thinking About
Their Problems and Risk!!
Do your servers Dial home to HP?
No
Then how do you know when a component has failed?
Yes
Great. Do you take
advantage of proactive
services to get the most
out of this technology?
Yes
13
No
How do you know when your
hardware needs a critical
firmware patch?
I Don’t
I Don’t
TPM
Great. Lets talk about
hardware.
Were you aware TPMS do not have
access to critical patches or any
guarantee of authentic parts being
loaded with current firmware?
Now that we know where
your risks are lets talk
about how to fix them.
Do you ever have to call multiple
vendors to solve a problem?
How do you know when a component
is showing signs of fatigue?
Does this lead to
additional Risk?
No
Do all failures have the same priority?
Does HP or your TPM
let you determine the
priority of your calls?
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Yes
Are you ever frustrated
with your call experience?