PTIMIZE
HP Critical Advantage
Speaker Name – Title
Date
©2010 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice
Agenda
–
Challenges in today’s
environment
–
Introducing HP Critical
Advantage
–
What Critical
Advantage can do for
you
–
What customers say
CIO challenges today
Increase Innovation
Implement
New
Technology
Backup &
Recovery
Outsourcing
Security
Drive
costs
down
Improve availability & performance
Improve Efficiency
Migration
of MC
applications
Virtualization & Cloud
Reduce complexity
Support Rapid Change
Capacity
Increase business relevance
Rapid
ROIT
Achieve Service
Level Agreements
Increase quality of
IT Services
Mission Critical Services
Targeted
assistance
Targeted assistance:
Proactive Select, including
Priority Connect enhanced
reactive incident support
Comprehensive
support
Environment level assistance:
Critical Advantage, Critical
Service & Proactive 24
(version purchased based on
technology covered)
Holistic
support
Holistic support designed to
meet your specific business
critical IT requirements: Mission
Critical Partnership
Efficiency, performance, improved business ROI
HP Confidential
Moving Mission Critical applications to
x86/Virtualized Environments
Advantages
– Cost savings
– Potential for quick
deployment
– Rapid response to
business changes
Challenges
– Achieving high availability
and performance goals
– Managing end-to-end
support issues
– Taking full advantage of
server management tools
5
How do you realize the full potential?
HP Critical Advantage
Optimize your ROIT and realize the full advantage of the technology
running critical applications in virtualized industry standard environments
– Comprehensive infrastructure
support for business critical IT
– Flexible reactive support levels &
proactive deliverables
– Personalized support through
assigned account team
– Improve performance and
Availability
Comprehensive support solution designed to help you to reduce
costs, improve performance and availability, and master complexity
HP Critical Advantage
ROIT
Flexible
Proactive
Services
Core
Proactive
Services
Assigne
d
Account
Support
Team
COST
Mission
Critical
Reactive
Support
End to End Infrastructure Support
Critical Advantage, Assigned Team
Single point of accountability…when every minute counts
Account Support Manager
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Single point of accountability
Orchestrates all service deliverables
Develops and maintains Account Support Plan, delivers proactive services
Provides best practice sharing and knowledge transfer
Remote Support Account Advocate
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Global Mission Critical Support Center lead
Knowledgeable regarding the customers environment
Oversees escalation management
Develops personalized reactive and proactive deliverables, including
patching
– Provides activity reporting and trending
Mission Critical Hardware Specialist*
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HP Mission Critical Certified
Reactive and proactive hardware support
Coordinate repair & installation
*assigned when you choose 6hr call to repair reactive support
Flexible Break/Fix Support Solutions
Match support to your business requirements
Minimize Downtime
Choose the level of
reactive
support you need
– Match the criticality of
the components in your
environment, choose
from :
• 6 Hour Call to Repair
• 24X7 4 hour onsite
response
• 13X5 4 hour onsite
response
 Remote Monitoring of
environment through HP Insight
Remote Support
 Access to HP Global Mission
Critical Solution Center
 Assigned Remote Support
Account Advocate
 Rapid call management and
response handling
 Risk reduction and continual
improvement
 Post incident analysis leads
to future incident prevention
Rapid Reactive support infrastructure
Highest priority response and restoration for mission critical customers
Global Mission Critical Solution Center
Mission Critical
Processes
Remote Support Account Advocate
Incidents immediately triaged based on
business impact
Mission
Critical
customer
Level 2 and Level 3
resources
Accelerated
Elevation
Collaboration
Dispatch
(Team and process)
Mission Critical
Support Teams
HP Insight Remote Support Advanced
Proactive incident prevention
Features
– Single management console
– 24x7 remote monitoring
– Automatic event detection
and logging
– View incidents, parts details,
contract details, self-repair
videos
– Data for proactive services
– Availability tracking
Benefits
– Average incident resolution
time reduced by 20%
– Near 100% accuracy of
diagnosis
– Incident prevention
– Improves productivity of IT
organizations
– Reduces operational costs
Note: for HP Critical Advantage, Insight Remote Support is required as a minimum. Insight Remote
Support Advanced is recommended for certain environments.
Core proactive services
Foundation for maximum performance and availability
Network
Account
Management
Virtual and Physical
Technology Review
Firmware and
Software Revision
Analysis
Remote Support
Solution
Server
Storage & SAN
OS &
Hypervisor
Flexible proactive services
Focused services for MC X86/Virtualized Environments
Network
Server
Storage & SAN
OS &
Hypervisor
Performance and Capacity
Analysis for Virtual Environments
40 Credits
Virtualization Readiness Workshop
for Critical Applications, 30 Credits
Availability Analysis for Virtual
Environments, 35 Credits
Software License and Hardware
Asset Inventory, 20 Credits
Insight Control Power and Thermal
Monitoring, 40 Credits
Security Review for Virtual
Environments, 30 Credits
Backup and Recovery Workshop
for Virtual Environments, 15
Credits
*Service credits are redeemed for Flexible Proactive Services; all Proactive Select services also available as Flexible Proactives, these are key examples
Critical Advantage Deliverable Summary
Assigned Account Team: Account Support Manager, Remote Support Account
Advocate, Mission Critical Hardware Specialist (with 6hr Call to Repair)
Core Proactive Services
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Account Support Plan
Support Plan & activity reviews
Operational & technical advice
Remote Support Technology set up
Access to ITRC knowledge base website
OS, firmware and SW revision analysis
Virtual and Physical Technology Review
Flexible Proactive Services
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Critical Advantage credits to select from:
Performance Tuning/Capacity Planning for
Virtualized Environments
Mission Critical Application Migration Assistance for
Virtualized Environments
Availability Optimization for Virtualized
Environments
SW License Management and HW Asset Tracking
Power and Cooling Gap Optimization
Virtual Environment Security Review
Backup and Recovery for Virtualized Environments
Any activity on the Proactive Select menu
Custom ASM activities
Reactive components for each product in the supported environment includes:
– MC Response Center with dedicated phone number – Enhanced parts inventory management (6hr CTR CA only)
– 24x7 SW support
– Immediate Mission Critical Hardware Specialist dispatch (6hr CTR CA only)
– Choice of HW support (6 hour CTR,
24X7x4hr response or 13x5x4hr response
– Rapid connect for critical incidents
– Accelerated escalation management
Realize the benefits of Critical Advantage
Increase innovation
– Shift resources from firefighting to business focused projects
– Take full advantage of technology advances and best practice sharing
Improve availability and performance
– Reduced unplanned downtime through proactive services and rapid
incident support
Drive
costs
down
– Augment your staff with HP expertise in new technologies, service
management, performance optimization
Reduce complexity
– Your single points of accountability (RSAA, ASM)
– Advice and recommendations on HP tools and technologies
Increase business relevance
– Rapid ramp up, shorter time to production
– Scalable price points, ability to target service levels
Rapid
ROIT
What HP Mission Critical Services
customers say
Dallas Cowboys
“Our on-site HP consultants were our linemen, our first line of defense. They knew
that if they did their part right, everybody behind them would have the opportunity to
be successful.”
-- Pete Walsh, Head of Technology, Dallas Cowboys
Objective
Approach
Results
–
– Collaborate
IT improvements
– Create ten-year road map and transfer within eight
months from ‘80s IT to state-of-the-art infrastructure
IT improvements
– Establish specialized
support procedures and
services to assure flawless event-day operations
– Enable a small staff to manage 250 servers and
200 storage disks running the stadium and 30+
businesses
– Free up IT team to craft new services that raise
earnings and efficiencies
Business outcomes Business Outcomes
– Lower total cost of ownership by $1 million/year
Establish IT
infrastructure that
transforms spectator
sports and
advances growth of
nation’s top athletic
franchise along with
its portfolio of 30
businesses
with HP
Services consultants to
plan, implement and
smoothly transfer to
virtualized
infrastructure while
building in-house
expertise
–
Increase event-day earnings by 30% in first year
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Expand customer relationships and revenues with
customized services that engage and enthrall fans
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Capture intelligence to advance all Cowboys’
businesses
“HP expertise and technology have helped our IT
staff switch its focus from 30% on innovation and
70% on operations to 80% on innovation and
20% on operations. That helped make this new
stadium and its increased revenue possible.”
Bill Haggard
director of enterprise infrastructure
Dallas Cowboys
AAR Corporation
Objectives
Approach
Results
– Provide business units and
– Replace legacy platforms
– Doubled transactions per
employees with more reliable
and responsive IT services
– Consolidate data center
infrastructure to support
growth and reduce power
demand
– Improve infrastructure stability
and performance
– Simplify administration
(including Sun Solaris) with
HP BladeSystem c-Class:
• HP Integrity BL860c server
blades with Intel Itanium
processors running HP-UX
11i v3
• HP ProLiant BL460 server
blade with Intel Xeon
processor running Microsoft
Windows Server 2003
– Implement HP Virtual Connect
– Employ HP Critical Support
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minute for employee portal
Improved responsiveness and
accessibility of business
information
Reduced server demand by 50
percent, supporting increased
workloads
Ensured greater availability of
critical business applications
Reduced total cost of
ownership
“We don’t have to wait on a phone to contact an
engineer if we have a drive failure. They contact
us, check the event log to make sure everything
is as it says it is in HP Systems Insight Manager
and fire off a drive to us. The technician comes
and installs it, and we move right along. It works
beautifully.
Darren Shears, Technical Architect, Corporate Information Management Services
Government of New Brunswick
What IDC Says
– Companies lose millions annually in lost productivity and business
interruption due to downtime associated with mission critical systems.
– HP Mission Critical Services is able to reduce the costs of delivering
Business Critical IT by an average of 17%.
– HP Mission Critical Services is able to reduce downtime by 70-75%
typically saving companies $23,000 per 100 users annually.
“The Business Value of HP Mission Critical Services”
Randy Perry, Vice President Business Value Strategy, IDC Corporation,
June 2010
Outcomes that matter.