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 – – – – 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 – – – – 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* – – – 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 – – – – – – – 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 – – – – – – – – – 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 – Expand customer relationships and revenues with customized services that engage and enthrall fans – 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 – – – – 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.