© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

HP Proactive CareKim Lane-BrasharesTS Channel Sales MgrFY14

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.2

• 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

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

4. Finances

• Revenue recognition, cash flow, credit rating, stock price, regulatory fines

3. Reputation

• Customers, competitors gain advantage, suppliers, financial markets, business partners

2. Productivity

• Can your employees work normally during the unplanned downtime? Will as many products be made or services fulfilled?

1. Revenue

• Direct loss, compensatory payment, lost future revenues, billing losses, investment losses

The Cost of IT downtimeMission Critical support helps prevent costly unplanned downtime

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Technology is simplifying, the environment is becoming more complex

80% of all unplanned IT downtime is caused by suboptimum HW configurations, compatibility issues, out of date software, firmware and inadequate IT management processes

Unplanned Downtime

Yet, hardware components are more reliable than ever (processors, motherboards, discs, fans etc.)

20%

80%

Reactive support

Mission Critical support

Configuration & Processes failures

Hardware 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• Suboptimum configurations• HW & SW compatibility issues• Outdated patches• Outdated firmware• Outdated BIOS• Outdated drivers• Inadequate planning• Suboptimum change management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

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Issues TodayWhen we talk to our customers today, the key measures they are being asked to meet are:

in criticality within their IT environment. Without IT, the business would not be able to operate

the amount of unplanned downtime within the IT environment due to the criticality of the environment

the ROI by maximising the assets purchased within the IT environment

All of these are to be done whilst Reducing the overall cost of IT to the business

Reduce…

Increase…

Increase…

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Creating Great Experiences

• Know my IT environment• Know my stakeholders• Know how IT enables

my business

• Keep my infrastructure aligned and up-to-date

• Give me advice on how to optimise performance

• When I have a problem, give me access to your best people. Help me make the most of my investment

• Reduce my complexity andrisk by being the Single point of contact for Services – with tools, deep skills, and an ecosystem of global partnerships including back-to-back service agreements

What do our Customers need from their Support Provider?

Make it Personal Make it Proactive Make it Simple

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Our Customer Needs...TodayWhat do our Customers need from their Support Provider?

• Help me keep my platform current• Help me avoid identified problems• What does my case history show?

• Rapidly connect to tech solution specialists• Manage my case – no hand-offs

• Fix my platform efficiently and cost effectively• ISV products are key to my business also• Treat me as a whole entity

• Secure technology to help me real-time

Advanced Technical Response

Hardware and Software Repair

Automation

Avoid Problems

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IT Issue Proactive Care Deliverable

• Help me keep my platform current• Help me avoid identified problems• What does my case history show?

• Rapidly connect to tech solution specialists

• Manage my case – no hand-offs

• Fix my platform efficiently and cost effectively

• ISV products are key to my business also

• Treat me as a whole entity

• Secure technology to help me real-time

Advanced Technical Response

Hardware & Software Repair

Automation

Avoid Problems

Reduce number of calls

Reduce amount of time it takes to close calls

FW/SW Management and Best Practice Advice•Remote Technical Account Managers delivery•Firmware, patch and software update recommendations x2•Proactive Scan – x2 and Incident reporting – x4Direct Access to Advanced Solution Centre Specialists• Single Point of Contact for end-to-end case ownership • Advanced solution skills• Rapid engagement of ISVs as requiredFoundation Care• L1-3 for SW products on BoM. L1/collaboration for ISS OS &

HV if not on BoM• HW - NBD, 24x7, 24x7x6hr CTR• DMR/non DMR choices consistent with Foundation Care

• Remote Monitoring – 24x7 remote monitoring• Reduces Call Resolution Time by 40%• Highly accurate diagnostics enable 95% first time fix rate

Proactive Care Personalised Option - Account Support Management•Aligned & Named Account Support Manager who offers on-going advice, personal call escalation management, on-site reviews, acts as a key point of contact within HP delivery, creates & owns Customer Support Plan

Personalised Support

Proactive Care – Meeting our Customers Needs

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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• Personalised Escalation Management

Skills on Demand:

Access to expert technical skills when and where you need it• We can scale up the service to meet your need by adding in additional Account Support

Management Days.• We can add in deliverables such as HP installing your firmware for you, training &

assessments

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Who Does What?....

The TAM delivers everything remotely, over the phone. They are responsible for• Call reporting x4• Firmware & Software

reviews x2• Proactive Scan

The are not:• Are not aligned to the

customer, they are not named

• Do not offer on-going advice

The ASM (based in the UK) is named & aligned to the customer. They deliver:• On-going technical advice• Call escalation

management• On-site visit x2• Account Planning• Oversee delivery of TAM• Oversee any additional

delivery ONLY if additional time is built in

Additional ASM Days – You only get 4 ASM days in PSP, so you need to add more in to increase the ASM time. General rule:•1 Day per 10 devices•Add additional days if multiple sites to be covered•Add additional days if Multi-National elements•Add additional days for certain additional elements such as install of firmware

What you get for the solution & when....

TAM PC Core

ASMPC Personalised

Option

Add OnsAdditional ASM

Days

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Why Proactive Care – so what are the benefits? Resolve complex problems faster and more easily • Up to 40% reduction in total problem resolution: Advanced Solution centre experts

for end to end problem resolution across Server, Storage, Network and Software• Leveraging our Solution Experts & Remote Tools, enables 95% first time fix rate

Reduce unplanned outages • Eliminate up to 50% of problems: Firmware, patch & configuration recommendations

with expert advice to identify & remove potential issues across the platform before they happen

Cost efficient solution • When you compare industry average downtime cost against the price of Proactive Care,

which leverages remote support technology & specialist remote resources to align with Customer’s investment expectations for Server, Storage & Network devices

Supported by the best • With Proactive Care, you have direct access to the OEM.

We understand the technology because we have made the technology

Leveraging relationships • With Proactive Care we work with your ISV to remove any ‘grey areas’ between Hardware

and Software, treating your IT environment as a whole environment

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Thank you

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Additional Slides For Your Reference

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Questions I Like to Ask to Get Them Thinking About Their Problems and Risk!! Do your servers Dial home to HP?

NoThen how do you know when a component has failed?

Yes

Great. Do you take advantage of proactive services to get the most out of this technology?

Yes

Great. Lets talk about hardware.

Now that we know where your risks are lets talk about how to fix them.

How do you know when your hardware needs a critical firmware patch?

Were you aware TPMS do not have access to critical patches or any guarantee of authentic parts being loaded with current firmware?

Do you ever have to call multiple vendors to solve a problem?

No

TPM

How do you know when a component is showing signs of fatigue?

I Don’t

Does this lead to additional Risk?

I Don’t

No Do all failures have the same priority?

Yes

Does HP or your TPM let you determine the priority of your calls?

Are you ever frustrated with your call experience?