©2010 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice

OP T I M I Z E

Speaker Name – TitleDate

HP Critical Advantage

– Challenges in today’s environment

– Introducing HP Critical Advantage

– What Critical Advantage can do for you

– What customers say

Agenda

Increase Innovation Security Support Rapid Change

Improve availability & performance

Improve Efficiency Capacity

Increase quality ofIT Services

Achieve Service Level

Agreements

Increase business relevanceBackup &Recovery

Migration of MC

applications

OutsourcingImplementNew

Technology

Virtualization & Cloud

Reduce complexity

Drivecostsdown

Rapid ROIT

CIO challenges today

Mission Critical Services

HP Confidential

Targeted assistance

Comprehensive support

Holistic support

Targeted assistance:Proactive Select, including Priority Connect enhanced reactive incident support

Environment level assistance: Critical Advantage, Critical Service & Proactive 24(version purchased based on technology covered)

Holistic support designed to meet your specific business critical IT requirements: Mission Critical Partnership

Efficiency, performance, improved business ROI

5

– Cost savings– Potential for quick

deployment– Rapid response to

business changes

– Achieving high availability and performance goals

– Managing end-to-end support issues

– Taking full advantage of server management tools

Advantages Challenges

How do you realize the full potential?

Moving Mission Critical applications to x86/Virtualized Environments

Optimize your ROIT and realize the full advantage of the technology running critical applications in virtualized industry standard environments

HP Critical Advantage

Comprehensive support solution designed to help you to reduce costs, improve performance and availability, and master complexity

– Comprehensive infrastructure support for business critical IT

– Flexible reactive support levels & proactive deliverables

– Personalized support through assigned account team

– Improve performance and Availability

HP Critical Advantage

Flexible Proactive Services

Core Proactive Services

Mission Critical

Reactive Support

ROIT

COST

End to End Infrastructure Support

Single point of accountability…when every minute countsCritical Advantage, Assigned Team

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

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

Minimize Downtime 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 leadsto future incident prevention

Match support to your business requirementsFlexible Break/Fix Support Solutions

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

Highest priority response and restoration for mission critical customers

Rapid Reactive support infrastructure

Global Mission Critical Solution Center

Dispatch(Team and process)

–Critical Event Manager

–Worldwide technical expert center

–Specialist support orgs•SAP, Novell, Redhat, Microsoft, SUSE, etc

Mission Critical

customer

Mult iple po int s o f a ccess : IVR, web,

ema il

Dedi c a ted MC r esponse l ine

MC support team–Product competency–Business recovery

specialists–ASM–RSAA

Collaboration

Level 2 and Level 3 resources

Remote Support Account Advocate

Incidents imm

ediately triaged based on business im

pact

On-site field supportMC hardware specialist

MC parts pool

AcceleratedElevation

Mission Critical Support Teams

Mission Critical Processes

Proactive incident preventionHP Insight Remote Support Advanced

– 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

– Average incident resolution time reduced by 20%

– Near 100% accuracy of diagnosis

– Incident prevention– Improves productivity of

IT organizations– Reduces operational costs

Features Benefits

Note: for HP Critical Advantage, Insight Remote Support is required as a minimum. Insight Remote Support Advanced is recommended for certain environments.

Foundation for maximum performance and availabilityCore proactive services

OS &Hypervisor

Storage & SANServerNetwork

Account ManagementVirtual and Physical Technology ReviewFirmware and Software Revision AnalysisRemote Support Solution

Focused services for MC X86/Virtualized EnvironmentsFlexible proactive services

OS &Hypervisor

Storage & SANServerNetwork

Performance and Capacity Analysis for Virtual Environments40 CreditsVirtualization Readiness Workshop for Critical Applications, 30 CreditsAvailability Analysis for Virtual Environments, 35 CreditsSoftware License and Hardware Asset Inventory, 20 CreditsInsight Control Power and Thermal Monitoring, 40 CreditsSecurity Review for Virtual Environments, 30 CreditsBackup 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

Assigned Account Team: Account Support Manager, Remote Support Account Advocate, Mission Critical Hardware Specialist (with 6hr Call to Repair)

Critical Advantage Deliverable Summary

Core Proactive Services Flexible Proactive Services

Reactive components for each product in the supported environment includes:

– MC Response Center with dedicated phone number– 24x7 SW support – Choice of HW support (6 hour CTR,

24X7x4hr response or 13x5x4hr response

– Enhanced parts inventory management (6hr CTR CA only) – Immediate Mission Critical Hardware Specialist dispatch (6hr CTR CA only)– Rapid connect for critical incidents– Accelerated escalation management

– 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

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

Realize the benefits of Critical Advantage

– Shift resources from firefighting to business focused projects– Take full advantage of technology advances and best practice

sharing

Increase innovation

– Rapid ramp up, shorter time to production– Scalable price points, ability to target service levels

– Your single points of accountability (RSAA, ASM)– Advice and recommendations on HP tools and technologies

Reduce complexity

– Reduced unplanned downtime through proactive services and rapid incident support

– Augment your staff with HP expertise in new technologies, service management, performance optimization

Improve availability and performance

Increase business relevance

Drivecostsdown

Rapid ROIT

What HP Mission Critical Services customers say

Dallas Cowboys

IT improvements

Business Outcomes

Objective Approach Results– Establish IT

infrastructure that transforms spectator sports and advances growth of nation’s top athletic franchise along with its portfolio of 30 businesses

– Collaborate with HP Services consultants to plan, implement and smoothly transfer to virtualized infrastructure while building in-house expertise

IT improvements– Create ten-year road map and transfer within

eight months from ‘80s IT to state-of-the-art infrastructure

– 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– Lower total cost of ownership by $1

million/year – 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

“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

“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 infrastructureDallas Cowboys

AAR Corporation

Objectives Approach Results– Provide business units and

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

– Replace legacy platforms (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

– Doubled transactions per 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 ServicesGovernment of New Brunswick

“The Business Value of HP Mission Critical Services”Randy Perry, Vice President Business Value Strategy, IDC Corporation, June 2010

– 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.

What IDC Says

Outcomes that matter.