HP Software-as-a-Service
Business Availability Center
Natalie Figge
HP SaaS BSM Portfolio Manager
Technology for better business outcomes
© 2007 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice
Why the move to Software-as-a-Service?
“The value of IT management
software is not derived from its
deployment, rather, the benefit
comes from its use. Software-asa-Service helps organizations
quickly unlock the value to the
business.”
RAY PAQUET
MANAGING VICE PRESIDENT
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Business Availability Center on SaaS
Always There – 24/7
HP Software Ready to Use
• Application lifecycle
• HP Software
management
• Application servers
• Databases and Servers
• Storage and Network
• Infrastructure
management
Part of Your Team
• ITIL certified Technical
Account Manager (TAM)
• Ongoing expertise &
mentoring
• 24 x 7 Operations Support • Driving adoption
• Ongoing Upgrades
• Scripting
• 80+ global monitoring
locations with different
ISPs
• Configuration
• Monitoring over firewall
• Integrations
• “Last mile” monitoring
HP SaaS Global Best Practices & Processes
High
Workflow Disaster
Availability
Recovery
4
Change
Administration
Management
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Capacity
Management
Performance
Management
Security &
Audit
Management
HP SaaS: Your shortcut to success
Implement &
ensure best
practices
If you don’t get here,
we lose.
Leveraging
solution
Business
value
Ensure
availability
Ensure
performance
Training
Build
24/7
support
Unpredictable
costs & time.
Business
initiative
5
Plan
Obtain
software
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Obtain
infra
Ensure
security
Set backups
Set disaster
plan
The HP SaaS Head Start
Value
Ongoing upgrades and
mentoring continually
drives value
HP Software-as-a-Service
Ready to go
system
Configuration
complete
On premise installation
complete
Day 0
6
Day 20
3 Months
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On premise
implementation
Ongoing
Business Availability Center – ready to use
infrastructure
HP SaaS
Customer
Scripters PC
Scripting servers
Secure connectivity
Application under test
Network operations
center
Application access
BAC servers
Points of presence
Points of presence
SiteScope servers
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SaaS BAC global footprint
EMEA
North
America
28 business
process monitors
Asia
43 business
process monitors
Americas
Africa
Australia/ Asia
13 business
process monitors
South
America
• Experience implementing BAC Solutions since FY 2000
SaaS BSM fun facts
• 300+ customers on SaaS with successful BAC deployments
• Monitoring over the firewall – 40% of our customers monitor over firewall
• 80+ distributed Points of Presence around the world
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Oceania
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Ongoing expertise—Business Availability
Center of Excellence evolution support
Scope Planning and Definition
Project execution
Information Distribution
Education and Enablement
Best practices and Ongoing mentoring
User forums
24x7 support
Implementation, scripting, configuration and
reporting services
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Evolution of HP SaaS BSM Customers
Transaction Management (TV and BPI)
Enterprise Integrations
BSM
Problem Isolation
Application Mapping and UCMDB
Operations
Application Diagnostics
Service Level Management
Infrastructure Management
Applications
End User Management
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Does SaaS for Business Availability Center
make sense for you?
Customer has:
Customer needs:
Distributed IT and
application teams
Guidance in building, and
supporting your monitoring
centre of excellence – 24/7
24/7 monitoring and
support needs
Production monitoring, global or
outsourced teams
Aggressive deadlines
Enhanced focus on using the
solution, not deployment plus
fortified internal project teams
Need to focus on the
business not IT
Accelerated path to monitoring
and HP IT expertise with close
relationship to R&D
Broad infrastructure
requirements
Ability to juggle global audiences,
complex deployments
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Qualification for BAC – what to look out for?
• Basic End User Monitoring (BPM or RUM) is in play, but of course!!!
What do you look
for in accounts?
• Wants a phased implementation of monitoring solution
• When competing against pure SaaS vendors such as Gomez or
Keynote
• Do your IT Operations teams struggle with a reactive approach to
problem resolution? (position BAC)
• Do your teams find it daunting to solve difficult problems because of
lack of visibility to outages or lack of knowledge of existing
monitoring tools? (position SaaS Services)
Prospect
Qualification
Questions
• Do these problems/outages have business impact you would like to
measure but don’t know how? (position tool and configuration
services)
• Can you provide an overview of current challenges faced in your
monitoring infrastructure?
– What you hope to hear is about resources (or lack thereof)
– What you also hope to hear is silo-ed approaches implemented in
independent ways (position one point of contact – our TAM)
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– What you also want to hear is about availability of multiple tools
lack of visibility (position our tool and the 24X7 service)
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&
Qualification guidelines for BAC Contd…
• Are you hearing DDM with NO application on top of it
– Not a SaaS play, usually requires less than a year
of service
When the
prospect is not a
good SaaS play
• Is this deal a BPI, TV, SiteScope only deal with no end
user monitoring?
– Not a SaaS play, SaaS cannot provide any value
added service for these components
• Is this an OVIS customer migrating to BAC and has a
lot of custom probes?
– Flag it to HP SaaS Portfolio team for additional
scoping
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Business Availability Center
What’s supported on SaaS?
SaaS supports ALL components of BAC
HP Business Availability Center™
Business Service Dashboard
End User
Management
(BPM and RUM)
System Availability
Management
(SiteScope)
Problem
Isolation
Service Level
Management
Business Process
Insight
Application
Mapping
Diagnostics
TransactionVision
(J2EE, .NET, ERP/CRM)
Foundation
Universal CMDB
(Discovery, Federation, Reconciliation, Visualization, Change Tracking)
Alerts and Notifications
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Service Impact Analysis
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Enterprise Reporting
Third-Party Integration
Pricing Models
•
SaaS + Perpetual license + maintenance
− Assumes customer is purchasing or owns licenses
− Renewal year includes: SaaS + maintenance
$SaaS
$SaaS
time
year1
$License
$Maint
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$Maint
year2
Pricing Models
•
SaaS term bundles
− Try & buy (1 year)
− Operating expense, not capital expense
− Get in at a lower price point
− Term option is only available as a SaaS option!
$SaaS bundle
$SaaS bundle
time
year1
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year2
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Option to Convert
•
Customers can try the SaaS bundle in year 1
•
Option to convert to Perpetual model in year 2
$SaaS bundle
$SaaSbundle
$SaaS
time
year1
$License
$Maint
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year2
FAQ on transaction pricing for (BAC-EUM)
•
What is a transaction?
− One step in the business process that is being
monitored?
•
What is included in the service?
− Scripting for the application (any of supported
protocols)
− Dashboard configuration
− Unlimited rescripting to reflect changes in the
monitored application
•
Do we support target-based license SKUs
− At this moment, you have to apply 4:1 conversion (4
targets is one transaction).
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− We are working on a separate target-based pricing for
2009
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FAQ on transaction * location pricing from
public POPs (BPM Transactions)
•
What is included in the service?
− Data management fee for maintaining and storing data for one
transaction from one public location taken every 15 minutes for a
year.
− Highly available and redundant SaaS platform with 99.9%
availability SLA
− Public POPs infrastructure
•
What if the customer is buying a lot of transactions? It
gets expensive.
− It’s most likely that the customer will not be deploying all the
transactions from all the locations.
− Approach #1 – get the exact number of transactions per location
to scope and price.
− Approach #2 – provide a ballpark number of no more than 100
transaction from one location to scope and price.
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FAQ on private POPs pricing (internal BPMs)
•
What is included in the service?
− Data management fee for maintaining and storing data for one
transaction from one private location taken every 15 minutes for a year.
− Highly available and redundant SaaS platform with 99.9% availability SLA
− Efforts required to set up and monitor a private POP
•
How many transactions can run from one Private POP?
− It depends on the protocol. Our guidance is to limit one location to no
more than 100 transaction to limit the problems with CPU and bandwidth
overload.
•
Why do we approach public and private POPs differently?
− For historical reasons. We consider changing it in the future. For now we
changed bands for private POPs to make them more affordable
− First 5 private POPs for SaaS are no longer free
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FAQ on SAM pricing
•
What is included in the service?
− Data management fee for maintaining and storing data for SiteScope
points (assumes 15 minutes interval between measurement points).
− Highly available and redundant SaaS platform with 99.9% availability SLA
− Configuring custom reports including SAM components.
− Dashboard configuration
•
What happened to CPU-based pricing for SAM?
− It’s no longer supported by the product license, and we align with the
product license.
− For legacy accounts or for accounts where only CPU count is known, 1
CPU equals 10 points
•
Do we need PSO when SAM is in the deal?
− SaaS doesn’t provide services around onsite components. PSO,
customer or partner is responsible for installing, configuring and
maintaining SiteScope at the customer site.
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FAQ on SLM pricing
•
What is included in the service?
− Configuration work required to set up and maintain SLAs over time.
•
What happened to CPU-based pricing for SiteScope SLM?
− It’s no longer supported by the product license, and we align with the
product license.
− For legacy accounts or for accounts where only CPU count is known, 1
CPU equals 10 points
•
What if customer purchased a lot of transactions? It can get
expensive.
− Not all transactions are typically included in SLAs. Customer might
choose to purchase less SLM transactions in comparison to their BPM
transactions if they have a limited budget.
•
What if customer purchased a lot of SiS points? It can get expensive.
− We rarely see SLAs defined on infrastructure measurement data. Don’t
advise SLM purchase for SiteScope to the customer if he has a limited
budget.
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FAQ on inbound EMS Integrations Pricing
•
What is the standard pricing for inbound EMS integrations?
− All EMS Integrations happen through SiteScope, therefore SAM pricing applies for
inbound EMS integrations
− At this point no standard pricing exists. Get the customer answer qualifying
questions first, then involve Portfolio for T&M pricing
•
What are the qualifying questions for inbound EMS integrations?
− What is the expected outcome of this integration – what’s the overall objective?
− What kind of data will be sent from the external system – events, tickets, errors,
data…?
− How frequently will data be sent from the external system – what is the expected
Events per second (EPS)?
− For how long is the customer expecting to retain data in BAC?
•
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Is PSO required for the opportunities that include inbound EMS Integrations?
− SaaS does not provide services around onsite components. All EMS integrations at
this time require SiteScope implementation and thus require PSO, customer or
partner for installing, configuring and maintaining the integration on the customer
site
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FAQ on BPI and TV
•
Do we support BPI and TV?
− Yes, we support them as data collectors – BPI and TV will send data to
SaaS
•
What is included in the service
− We will make necessary firewall changes to accept BPI and TV
aggregated data and will store them to support out-of-the-box integration
with EUM
− We do NOT provide any value-add services around BPI and TV
•
How much does it cost?
− There is no SaaS charge for these components. This will change in the
future releases when BAC will have UI that would allow us to provide
value-add services around BPI and TV
•
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Does the customer have to be on a dedicated farm?
− No
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Customers, PSO, External Partners
•
HP SaaS is not an outsourcing service.
−
−
−
−
•
Only HP Software is provided as a service
We help customers to develop expertise in the product
Our goal is to sell more licenses first, more services second
Yes, we will help the customer to go in-house if they are ready
PSO/C&I are our partners in successful implementations
− Customers/PSO are responsible for configuration and maintenance of all
onsite components
− PSO services are always needed for enterprise solutions
− PSO/C&I are responsible for integrations with SaaS Platform when
integration is not out-of-the-box
•
External Partner Strategy is in development
− Complementary solutions for onsite components
− Possible delivery/configuration services in the future as SaaS scales up
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How can we help?
Who to contact
Tim Van Ash
Global Service
Portfolio
Director
Natalie Figge
BSM Portfolio
Manager
Priya Balakrishnan
BAC
Service Line Manager
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Neil Ashizawa
QM
Portfolio
Manager
Catherine Hwang
QC
Service Line Manager
Katherine Lam
Security- SPI Dynamics
Service Line Manager
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Bob Darroch
ITSM Portfolio
Manager
Ravi Annamaneni
PPM/ITFM/AM
Service Line Manager
Michael Pott/
Chris Peltz
SaaS
Strategy &
Technology
Service Manager/
DC/CCM
Service Line Manager
(TBH)
Additional Information
•
HP SaaS Corporate Presence
− http://www.hp.com/go/saas
•
Sales Portal
− http://h20229.www2.hp.com/sales/protected/initiativescenters/services.html
•
Analysts’ Comments
− http://software.tsgonline.hp.com/SupportServices/saas.htm
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Security certification
ISO 27001: 2005
Information Security
Management Systems
(ISMS) certification
•
•
•
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Implements Organization for
Economic Cooperation and
Development (OECD) principles
Governs security of information
and network systems
Audited by KPMG
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