datacenter care

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

Datacenter CarePresenter Name:

Date:


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Datacenter Care

Today’s Agenda

• Revolution in Support Services• HP’s Point of View• Datacenter Care structure and benefits


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Data centers converging, increasing demand driving more to the cloud

Management software

Network

Servers

Power & cooling

Storage

Traditional

Private

Public

Business Users Developers Individuals


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Old world support vs. new world support

• Who are You?

• IT Sprawl and Finger-Pointing

• Forced Trade-off between high-touch (at high-cost) & low-touch (at low cost)

• Reactive

• Lock-In/Limited Choice

Old World New World• Know ME and let me get my support when,

where and how I want it

• Make your support offering straightforward and provide a single point of contact

• Get me to your best people fast

• Anticipate problems and resolve them proactively

• Support more than just hardware, support integrated platforms or better yet, my complete environment


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Revolutionary Support in a Changing IT WorldOur Point of View

In today’s ever changing world of IT, your support should be:

• Personalized: Your vendor knows you and offers support when, where and how you need it.

• Proactive: Leveraging products, tools and technology to avoid problems and optimize performance.

• Simplified: Straightforward support choices and a single point of contact throughout the support experience.

So you need to ask the question…If your IT environment is changing, shouldn’t your Support Experience change too?


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Revolutionary Support in a Changing IT WorldSo what do We Believe?

• We believe

− you need a direct connection to experts anytime anywhere.

− routine problems should fix themselves.

− getting the most performance from your systems is not just your problem.

− you want push-button simplicity from your technology and support.

− you have more important things to do than patch management.

− you want a choice in who delivers your best in class support.

− in continuously giving more value from your support services, for less.

− you deserve a superior customer experience

HP SUPPORT EXPERTS and HP ServiceONEPARTNER EXPERTS LIKE

ROLF SCHUMACHER

ARE ALWAYS ON.

SO ARE THEIRCUSTOMERS.


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HP’s most flexible support service offering

Datacenter Care

• Personalized• Proactive• Simplified

• Agility• Choice• ROI

Converged Infrastructure Attributes…

Amplified by these Support Experiences

A unique support experience based on what matters to

Customers

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• Virtualized• Resilient• Open• Orchestrated• Modular


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Based on unique Customer needs… leveraging the best of HP

Datacenter Care Structure

Relationship Management

Enhanced Call Handling

Environment Wide Entitlement

Lifecycle Event Services

Reactive Support

Consulting & Custom Services

Result:

Fully customized support solution

to meet Customer needs

Priced based on need & usage

HP & MultivendorInstalled Base & New Products

Special Datacenter Care Configuration & Pricing Tool

Solution Specific Playbooks

• Multivendor PSP

• Traditional Enterprise

• Cloud Computing

• Hyper Scale Service Provider

• High Performance Computing

• Others

Datacenter Care Building Blocks


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Create a unique Customer experience

Datacenter Care


Environment Wide EntitlementLifecycle Event Services


Comprehensive best practices & services when and where you need

Assigned team of experts who understand & deliver your business & IT needs

Direct access to specialist technical experts who own problems end-to-end

One contract for anything in your environment


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Datacenter Care

Your assigned local HP technical liaison who is dedicatedto understanding your business so they can provide the best advice on how to reduce cost, increase efficiency, mitigate risk & drive operational improvement throughout the IT environment

Your assigned technical expert whose job is to know your IT environment, ensure it stays running 24*7 and manage all incidents end-to-end for the fastest possible resolution

Your onsite hardware engineer highly trained & certified to repair systems in fastest possible timeframe and understand your IT setup

Account Support Manager

Datacenter Hardware Specialist

Technical Account Manager



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Datacenter Care

• HP’s best call experience tailored to the needs of each customer, engaging appropriate HP technical experts as required

• Higher-skilled remote support & escalation/elevation

• Rapid Response to Critical Hardware and Software Incidents

• Accelerated Escalation Management

• Remote hardware & software incident diagnosis and support



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Environment Wide Entitlement

Datacenter Care

• Existing/new equipment covered by Datacenter Care without explicitly adding those devices to a contract

• Deliverables are individually sized and priced depending on the customer’s specific needs – not per device pricing

• Devices can have any level of reactive & proactive support

• Primary Service Provider support for Multivendor environments

Environment Wide

Entitlement


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Datacenter Care

“I know my IT strategy. Help me design the solution and create an implementation plan in the context of my existing environment and business strategy.”

“I know my IT strategy. Help me design the solution and create an implementation plan in the context of my existing environment and business strategy.”

“I have a detailed solution and an implementation plan. Help me deploy and integrate it into my environment, reducing disruption, minimizing future maintenance.”

“My environment is up and running. Help me ensure I get the most value out of it.”

“Help me train and keep my IT staff up-to-date with the latest technologies, techniques and IT Service Management best practices.”

TrainingOperational and

Optimization Services

Installation and Deployment

Design and Planning

StrategicDecision Making

Think Design Implement ImproveManage


A comprehensive, customer centric, end-to-end portfolio to help you through the technology lifecycle


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Datacenter Care delivers great support experiences1. Make it Personal 2. Make it Proactive 3. Make it Simple

• Know your IT environment.• Know your stakeholders.• Know how IT enables your

business.

• Keep your infrastructure aligned and up to date.

• Give you advice on how to optimize performance. When you have a problem, give you access to HP’s best people.

• Help you make the most of your investment.

• Reduce your complexity and risk 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


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The support evolution continues… and HP is leading the charge

Datacenter Care benefits

Mitigate risks to business disruption: Intimate knowledge, fastest resolution, higher performance, availability & optimization at environment level

Delivers on what matters to you: Aligned investment to business and IT goals where and when you need it

Easy to buy, easy to own: Fully flexible end to end support solution purchased at a competitive price point. Easy to add or change. Single contract, personalized experience through assigned team

Peace of mind: Best in class support solution, using industry best practices, specialist resources & tools for both HP & Multivendor products


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HP + HP Partners = Unmatched Value

• Single point of contact for the customer

•Integral part of delivery system

•Increased account control and customer loyalty

•Proven experience and expertise

•Investment in intelligent solutions

•Efficient and cost-effective delivery methodology

Partner HP

Customer•High-touch yet most cost effective care customized especially for my IT environment

•Better internal IT resource management to enhance focus on strategic initiatives

•Scalable approach to address requirements within constrained budgets

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Global Expertise Available Locally

Why HP

• HP presence in 170 countries

• Customers in 90% of the Fortune 100

• Global Network of over 150,000 Partners

• Over 13500 ITIL certified professionals

• 1,600 best practices for service improvement

• Trained 100,000+ IT professionals in ITIL/ITSM

• 23,000 Microsoft trained professionals

• 90+% customer satisfaction among HP Mission Critical customers

• 6,000+ high availability experts


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For additional information

Visit: http://www8.hp.com/us/en/business-services/index.html#/page=1

&/facet=Support%20Services&/sort=csdateweblaunch|DESC&/cc=us&/lang=en

after March 14, 2012

http://www8.hp.com/us/en/business-services/index.html






Q & A


Appendix


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Thank you

datacenter care

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