Grow your services business with HP Support for 3PAR 7000 range HP Support Portfolio - Simplified Paul Early UKI Channel Manager © 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. Agenda Business Opportunity HP Services for 3PAR 7000’s • Deployment Services • Proactive Care HP Support Portfolio - Simplified Summary and Call to action Q&A 2 Paul Early Damien Gavigan Reuben Melville Paul Stancombe Paul Early © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 3PAR Support - Business Opportunity • Big customer demand for the new 3PAR technology • Maximise your customers investment: HP Deployment services • Perfectly aligned for HP Proactive Care support 3 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. HP Deployment Services © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. HP Deployment Services Deployment Services 5 Service Benefits • HP 3PAR StoreServ and Software 7000 Storage Installation and Startup Services • • HP 3PAR StoreServ 7000 Replication Software Suite Installation and Startup Service • 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 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 Allows the customers IT resources to stay focused on their core tasks and priorities © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. HP Proactive Care Service © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without 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 7 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Unplanned Downtime For the 1st time in 20 years unplanned downtime is increasing 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 10% 90% Reactive support Mission Critical support 90% of all unplanned IT downtime is caused by suboptimum HW configurations, compatibility issues, out of date software, firmware and inadequate IT management processes 8 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Help customers meet SLAs with the right support level Operational Support Services for HP 3PAR StoreServ 7000 Proactive Care Reactive Services For Customers who can afford to react to issues when downtime has already occurred (eg T&D) CTR, 4hr Resp, NBD For environments with increased availability, improved performance and enhanced reactive services Proactive Care Core & Proactive Care Personalised Option Data Centre Care A flexible service which can be customised to meet the highest levels of functionality, availability and reactive response required in Mission Critical environments HP Installation & Start Up Services 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% © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 9 Proactive Care - for HP StoreServ 7000 ‘Fix my Storage before it breaks. Keep my systems up to date. Give me rapid access to your advanced technical specialists’ Proactive Care Core: 7200 Remotely 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) 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 HP Installation & Start Up Services 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 10 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 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 Personalised Option Includes: •Assigned Account Support Manager •Operational & Technical Advice •On-site 1/2ly Support Reviews •Annual Personalised Support Plan 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 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. •Personalised Escalation Management 11 Choosing the right solution Which solution to meet our Customers needs? PROACTIVE CARE CORE On-going & On-site Advice • With PC Personalised, you have a ASM assigned to deliver on-going advice, and visit the customer at their site Account Support Management • With PC Core, remotely delivered via a TAM twice a year. With PCP, you have an ASM & a TAM assigned √ Advanced Call Logging • All Proactive Care Customers log their calls through the Advanced Solution Centre. With P24, they use the standard Response Centre √ Hardware & Software Support • With Proactive Care, you get Collaborative Support within the Reactive Service. You do not get this with P24 √ 12 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. P24 PROACTIVE CARE WITH PERSONALISED OPTION √ √ √ √ √ √ √ Call to action • 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 13 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. HP Support Portfolio Simplified Paul Stancombe Business Manager - TS Attach Services UKI © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. HP’s historic approach to its Support Portfolio 15 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Simplified Messaging – 3 Tier Content Customer Product / Generalist Sales – High level Value Proposition TS Sales Specialists – Support Customer Engagement Subject Matter Experts – Solution Architects, Trainers 16 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. TS Support : Positioning Reactive “Fix IT Fast” Proactive “Keep IT Running” High Availability “Make IT Better” • A fast and reliable breakdown service when things go wrong • Part of the basic offer! • Regular servicing and monitoring to prevent problems from occurring • Needed as a minimum sold! • Holistic fleet management people, processes, tools, customised & comprehensive • A complete solution! 17 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. HP’s New Support Portfolio High Availability £ Price / IT Availability Proactive Reactive Reactive hardware &/or software support Reactive support direct from the manufacturer from as little as £1 a day Experienced HP engineers Proactive Care Critical Service Increased availability & performance When high availability is the goal and unplanned downtime is not an option Stops problems before they ever occur 50% more IT availability A Mission Critical service Designed to meet your individual business requirements Keeps your systems up-to-date Twice yearly config. Advice Dedicated HP Mission Critical account team Approved HP spares Fixes faults 40% faster Exclusive access to HPs Advanced Solutions (Response) Centre Access to HPs self help ‘Electronic Support Centre’ Assistance deploying HPs remote support tools IT Criticality HP Confidential 18 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Single-point-of-contact Our best call handling Exclusive access to the Mission Critical Response Centre Service Positioning for Product Categories HPSD ISS Low End High Availability High End Low End Mid Range HPN High End PC Personalised PC Personalised PC Personalised Critical Service Proactive Care PC Personalised PC Personalised Reactive Proactive Care Standard Proactive Care PC Personalised Basic Reactive Proactive Care Integration & Technical Services (ITS) • PC Personalised= PROACTIVE CARE WITH PERSONALISED OPTION • Shaded Boxes are RECOMMENDED SERVICE LEVELS 19 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Low End High End PC Personalised Proactive Care PC Personalised Reactive Proactive Care HP’s Recommended Support Service ISS HPSD HPN Proactive Care Personalised Critical Service Proactive Care Personalised HP’s Proactive Services : High End 1. Fixes Before it breaks Proactive Care Personalised Mid Range 2. Keeps Systems up to Date Low End Reactive Proactive Care Reactive 3. Rapid Access to the best HP People HP BCS Solutions – Consult your Services Specialist 20 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Recommended Support Service for ISS High End Low End 21 High Availability Standard Proactive Care Personalised Proactive Care Personalised Proactive Care Basic Proactive Care ML350, ML370, DL360, DL380, DL560, DL580, DL785, DL980 Blade Enclosures c7000, c3000 SL600, S6500. All Blade Servers Reactive Microserver, ML110, ML150, ML310, DL120, DL140, DL160, DL180, DL320 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Recommended Support Service for HPSD High Availability Standard Basic Critical Service Proactive Care Personalised Proactive Care XP, X9000, EVA, StoreServ 10800,10400 ESL libraries B6200 Mid-Range Proactive Care Personalised Proactive Care Personalised Proactive Care StoreServ 7400 , EMLlibraries, MSLlibraries, X5000, HP StoreVirtual (Lefthand) Low End Proactive Care Personalised Reactive StoreServ 7200, MSA 2000, X1000 & X3000 NAS, Blade System HP StoreOnce (D2D), Backup, RDX drives & autoloaders, MSL High End 22 Proactive Care © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Reference Card (front) 23 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Reference Card (back) 24 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Thank you Q&A © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Later this month • Next webinar: 22nd February 10.30 – 11.00 Understanding HP Contractual Services 26 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.