HP Networking
Technology Services
Network Support Services
Speaker Name – Title
Date
©2010 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice
Our Consultants & Support Experts Can Solve
Your Most Complex Infrastructure Problems
We help you keep your business running, no matter what
Business Goals
Technology Services
Keep my technology running
Always On
Transform my infrastructure
for the future
Converged and
Virtualized
Simplify and integrate my
business communications
Make efficient use of my
infrastructure resources
Unified and
Connected
Energy and
Resource Efficient
HP Support Services for Networks
Desired business outcomes
– Help to keep your business running
by getting back up fast
– Easy to sell and buy – our HP Care
Pack services packages allows
flexibility and speed of purchase
– Helps to improve business uptime by
combining HP IP for Support
Automation with HP Insight Remote
Support to help you solve your issue
faster
Services
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–
–
–
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Installation and Startup
Hardware Support
Call to Repair
Software Support
Support Plus/Support Plus 24
HP Difference
One simplified & standardized portfolio of
support services across all technologies; offered
uniformly in all geographies
Software
Servers & Storage
Networks
Imaging & Printing
Desktop & Mobile
Install &
startup
Next day
Same day
24x7
Call to
Repair
SW
support
Support
plus &
Support
plus 24
HP Proactive & Mission Critical Services
– Desired business outcomes
•
•
Helps you keep business services
running 24x7 - get back up fast
when downtime occurs and
proactively attack all possible
sources of future downtime
Helps you improve operational
efficiency, reduce costs by using HP
support automation technology and
IP to restructure your in-house staff
and process
– Services
•
Mission Critical Partnership
•
Critical Service
•
Proactive 24
•
Proactive Select
HP Difference
Seamless blending of reactive and proactive for
the SLA you need
Reactive Proactive
Mission Critical Partnership
Critical Service
Technology drives
business growth
Bridging the
business and
IT GAP
Proactive24
Keep the right
services running
Proactive
Select
HP Network Support Services Portfolio
Full Mission Critical Support
Proactive Only Support Options
(Proactive and Reactive Support)
HPN Products Support
Portfolio
Mission
Proactive Select
Enhanced Networking “menu”
Critical Service
Critical
Partnership
Support
– 24x7 HW & SW
Transactional
Product Warranty
Reactive or “Break/Fix” Level Support
HPN Products Support Portfolio
Support Plus
& Support
Plus24
Hardware Only
Software Only
– NBD
– SW Subscription
– 9x5 NBD
– Technical Support
(24x7 or 9x5)
– 9x5 4 hr
– 24x7 4 hr
– 6 hr CTR Care
Pack Service
– Subscription +
Technical Support
24x7 or 9x5
(HW & SW )
– HW 4 hr
response
– SW Tech
Support
– SW Subscription
– 13x5 or 24x7
coverage
Proactive 24
Service
– 6 hr CTR for HW
Critical Service
– 30 minute critical
response for SW
Or
– HW 4 hr response
– SW 2 hr response
– SW updates
– Account support
manager
– Support planning
– System Health
Checks
– Remote diagnosis
– Immediate
response for
critical problems
Environmental
Support
– Proactive
services
Business SLA’s
– Change
management
– Support plan
– System Health
Checks
– Remote diagnosis
Per Event Services - HPN product portfolio
– Deployment
– Factory Express
– Install
– Install and Start Up
Proactive 24
HPN Products
Support Portfolio
+
– SW updates
– 24x7 HW & SW
– WLAN Assessment
– Project Management
– Education
+
+
B2B
Relationship
Comparison of HP & Cisco Network
Support Services
Portfolio snapshot
Proactive value
Reactive value
HP Mission Critical Partnership
Cisco No comparable service
HP Critical Service (HP Care Pack Services)
Cisco No comparable service
HP Proactive 24 Service (HP Care Pack
Services)
Cisco No comparable service
HP Support Plus /
Support Plus 24 (Care
Pack)
HP Hardware support
onsite (Care Pack)
HP Software support
(Care Pack)
Cisco
SMARTnet
Cisco
No separate standalone h/w
service
HP Proactive Select
(Flexible way to purchase
technology consulting
credits from a menu of
services)
Cisco
OS: no separate service
App. SW: “SAS” and “SASU”
For internal use only. Please do not distribute
Cisco
No credits based
service offering
HP Care Pack & Cisco SMARTnet
Comparisons
Cisco SMARTnet
HP Care Pack Services
1,3,5 year
1*,3,4,5 year
SMARTnet Standard
9x5xNBD onsite OR
CON-SNT 8x5xNBD
NBD parts exchange + 24x7software
Support
SMARTnet Enhanced
9x5x4 onsite OR
CON-SNTE 8x5x4
4hr parts exchange + 24x7software support
SMARTnet Premium
Support Plus 24 (24x7x4 hardware onsite + 24x7 software support)
CON-SNTP 24x7x4
*24x7x4 hardware onsite only also available
SMARTnet 2-Hour
Support Plus 24 (24x7x4 hardware onsite + 24x7 software support)
Premium
*24x7x4 hardware onsite only also available
CON-S2P 24x7x2
SMARTnet Onsite
CON-OS 8x5xNBD
9x5x4 hardware onsite + 24x7 software support OR
13x5x4 + 24x7 software support
CON-OSE 8x5x4
9x5x4 hardware onsite + 24x7 software support OR
13x5x4 onsite + 24x7 software support
SMARTnet Onsite Premium
Support Plus 24(24x7x4 hardware onsite + 24x7 software support)
CON-OSP 24x7x4
*24x7x4 hardware onsite only also available
SMARTnet Onsite Enhanced
Note: * 1 year HP Care Pack Service available as flexible HP Care Pack services
For internal use only. Please do not distribute
HP A Series vs Cisco sample configurations
up to 44% lower TCO
600
500
400
300
HP
Cisco
200
100
0
A5820 vs A6600 vs A9500E A12508
Nexus
Cisco
vs Cisco vs Nexus
5010
7304
6505
7010
•Pricing based on fully configured switches
•Pricing based on list price and are subject to change
•Services pricing based on 3 year 24x7 hardware and software support
For internal use only. Please do not distribute
HP Networking Global Competency Center
& Parts Supply Chain Locations
Hemel Hempstead
Amsterdam
Fort Collins
Marlborough
Beijing
Dubai
Costa Rica
Regional parts
Distribution Hubs
Global
Competency
Centers
– Transitioned 3Com/H3C/Tipping Point support personnel into HP. We have
the experienced teams to take care of your technical issues today.
– We have 24x7 follow-the-sun support available on all technologies.
– We utilize a global support lab strategy. Every engineer has access to all
equipment in the lab to research your support issue.
Bangalore
Manlia
Singapore
Sydney
– 555 Customer Facing Field Stocking
Locations
– 41 Distribution Centers Locations,
approximately 2,000 GPSC professionals
– Resources and facilities in over 500 world
wide cities
Deep Expertise & Industry Leadership
Industry Leadership
–
–
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#2 IT support services provider globally*
$34B+ Services business
Over 5,000 customers trust us with their business critical IT infrastructure
Over 40 years of global expertise in network technologies
Partnerships with best-in-class vendors to offer innovative technology for voice
and data network
Deep Expertise
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ITIL driven service development and delivery methodologies
Support Services Provider since incorporation in 1947
Multi-vendor know-how
We chase the problem, not the device and take an environment-wide
approach to support your IT infrastructure
Global Reach
– HP Global on site engineers plus an extensive channel partner network of
over 70,000 channel partners
– Over 5,500 certified network infrastructure and voice professionals in 170
countries
– HP staffed Global Solution Centers across the world
– Largest infrastructure support and operations services organization in the
world
* Worldwide Quarterly Services Tracker, 1st Quarter, 2010 (IDC)
Outcomes that matter.
Backup Slides
HP Escalation Management
An escalation is initiated when it is determined that HP’s standard
service delivery processes have not delivered or will not deliver an
acceptable solution to you in an agreed-upon time frame.
Escalation Steps
HP Difference
1.
2.
3.
4.
5.
6.
7.
8.
9.
Customer Service Manager Review
Assemble the Escalation Team
Customer Situation Appraisal/Review
Create Action and Communication Plans
Monitor and Measure progress against success criteria
Monitor Case after solution implemented
Perform Customer Solution Review
Close Escalation upon Customer’s agreement
Post Escalation Review
− 96% call resolution rate without call
elevation based on 19,000 calls over the
past 12 month avg.
− Our Customers can escalate a support
call at any time in the service process.
−MANAGEMENT ALERTS - notification
to HP Senior Management of hot political,
business, or technical issues.
Evolve <= Run <= Build <= Design <= Strategy
Network Consulting Portfolio
Converged
Infrastructure
Open Standards
Networking
Datacenter Networking
Enterprise Routing,
LAN Switching, WAN,
WLAN
Migration to Open
Standards, POC,
Interoperability
UC&C
Infrastructure
readiness (e.g. IPT,
Video), Mobility
Network Transformation Services:
–Visioning Workshop
–Business Benefits Roadmap Service
–Strategic Architecture Service
Network Strategy &
Planning Services
Network Assessment
Services
Assessment for
Converged Networks
Network Architecture
and Design Services
Converged LANs &
Data Centers
Assessment for Open
Standards Networks
Network
Security
IPS/IDS,
Policies/NAC,
Firewalls
Strategy and
Planning Service
(IC)
Readiness
Assessment
for UC&C, WLAN
Site Survey
Architectural Analysis and Validation
Blueprint and Standards, Detailed Logical and Physical Design
Transition and Implementation Planning
Network Security
Assessment
Network Security
Design
Network Integration &
Deployment Services
Procurement, Staging, Distribution, Install & Configuration
Site Surveys and Site Specific Designs, Custom and Packaged Factory Express Offers
Multivendor Network Integration (Interoperability, Testing, Migration)
Network Optimization
Services
LAN , Application/WAN Performance Optimization
WLAN Optimization Study (Post Installation Verification)
Load Balancing, Network Scaling and Upgrades
Tipping Point
Emergency Response
Service, Custom and
Web App. Service
HP Network Visioning Workshop
– Create common Network understanding
– Mobilize stakeholders for fast decisionmaking
– Evaluate Network opportunity, risks
– Share Network best practices
– Identify strategic Network related
transformational initiatives and related
value
– Explore HP Converged Infrastructure
Architecture and technologies
– Layout next steps
– Duration: 1 day
– Availability: Global
– Attendees: C-level decision
makers, CTOs, chief
architects
HP Network Workshop Displays
Setting the Scene
Network
Concepts
Transformation
Journey
Network Service
Portfolio
Network
Infrastructure
Network Security &
Availability
Network Service
Management
Governance &
Organisation
Network
Financials
& ROI
Network Roadmap
HP Network Business Benefits Roadmap
Service
– Identify desired target state built
on your Network strategy
– IT organization takes the
leadership role via an internally
driven program
– Determine current capabilities
across main domains such as
service management, technical
architecture, culture & staff,
governance etc.
– Create a roadmap of projects to
achieve the desired state
– Develop a solid, facts-based
business case for fast investment
decision-making and CFO buy-in
– Duration: 2-3 weeks
– Availability: Global
HP Network Strategic Architecture Service
– Requirement analysis
– Comprehensive HP reference
architecture for different sourcing
and Network types
– Expert and objective technology,
tools, standards
recommendations
– Solution Design and Blueprint
– Logical and physical design
– Mitigate implementation risk with
the design of an implementation
master plan
– Duration: 4-16 weeks
– Availability: Global
HP Network Assessment Services
– A discovery phase where HP
Experts perform the following tasks
•
•
•
•
Planning and discovery workshop
Collection of network level statistical
information
Business and functional viewpoints
interviews
Technical viewpoint interviews
– Architectural analysis and
validation
– Blueprint and standards
– Detailed logical and physical
design
– Recommendations for
implementation
– Duration: 2-8 days
– Availability: Global
HP Network Assessments offering includes:
– HP Networking Open Standards Readiness Assessment
Service
– HP Network Readiness Assessment for Unified
Communications
– HP Network readiness Assessment for IP telephony
– HP Network Security Assessment Service
– Wireless LAN Site Survey
HP Networking Open Standards Readiness
Assessment Service
This service includes:
– Detailed review and analysis
of current network architecture and
standards: Data center, Campus LAN,
Remote site LAN
– Interactive strategy sessions with key
client stakeholders to plan, validate
and guide network migration
– Recommendations for migrating to
Open Standards based on
architecture references and best
practices
– Final report that includes
recommended open standards per
network focus area and a high level
plan presenting the necessary order of
tasks and next steps required to utilize
these open standards
– Duration: 5 days
– Availability: Global, (SOW and
Flex Care Pack)
HP Network Architecture & Design Service
– Requirement analysis
– Comprehensive HP reference
architecture for different sourcing
and Network types
– Expert and objective technology,
tools, standards recommendations
– Site survey, logical and physical
design
– Network security design
– Network management
rationalization
– Mitigate implementation risk
with a detailed bill of materials
and project implementation plan
– Type: Custom
– Duration: 3-10 weeks
– Availability: Global
HP Network Integration & Deployment
Service
– Project management
– Site Surveys and Site Specific
Designs with elaborated
Implementation Guides
– Staging, configuration, and
distribution
– Installation and interconnectivity
– Hardware and software integration
– Testing, Cutover, and Acceptance
– Training
– Custom and packaged Factory
Express offers
– Type: Custom
– Availability: Global
HP Network Optimization Services
– LAN Optimization
– WAN Optimization
– WLAN Optimization Study
– Load balancing
– Network scaling & Upgrades
– Type: Custom
– Availability: Global
HP Education Services Portfolio
Custom
Collaboration
Services
Learning Solutions
HP Virtual Rooms
– Education consulting
& Management of
Change services
– Learning design,
development &
delivery services
– Learning & talent
management services
– Learning initiatives:
end-to-end planning
& management
– E-Learning
– Web collaboration &
conferencing
– Remote Desktop
support
– Instant messaging
Standard – Off-the-shelf
Delivery
Offering
Technical
HP Technology:
– HP-UX
– Storage
– ProLiant
– Blades
– Imaging & Printing
– Networking
– NonStop
– OpenVMS
Partner Technology:
– Microsoft
– Citri
– VMware
x
– Linu
x
HP education
Onsite
center
IT Management
– Data Center
– Virtualization
– IT Service
Management
– Business Analysis
– IT Project
Management
– SOA
Instructor-led
RAIL
Virtual
Electronic
performance support
Self-paced
Interactive
distance learning
Web-based
training
HP Networking
A-Series Training
In addition to HP Networking E-Series courseware and certifications, two new courses
have been added to help customers learn about the new HP Networking A-Series and E–
Series products.
Migrating to HP Networking A-Series Products, Rev. 10.11
– 4 Day Class with Virtual Labs
– Content focused on migrating from a Cisco network infrastructure to a an open-standards based architecture built
upon the HP A and E-Series.
– HP2 - Z08 exam is available now
Advanced Enterprise Networking, Rev. 10.11
– 4 Day Class with Virtual Labs
– Content focused on advanced enterprise networking technologies.
– HP2 - Z07 exam is available now
Other Training Available
– Other courses are available to support specific customer requirements for HP’s new networking product portfolio.
– Other training courses do not support certification
– Available upon request
www.hp.com/learn/hpnetworking