HP Proactive Care - Why Avnet for HP Services

Report
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
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© 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
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© 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
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© 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.
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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
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© 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
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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
√
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© 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
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© 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!
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© 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
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© 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
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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.

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