hp technology services portfolio

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

The new style of IT needs a new style of service

Marc De Craemer

Partner Specialist - Technology Services

HP België en Luxemburg

BURA event 10 juni 2014


HP Technology Services Portfolio

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 3

The new style of IT needs a new style of service

New style of IT Mainframe Client / server The Internet New style of IT

Support must t ransform…again


Technology Services We create industry-leading experiences around HP’s Converged Infrastructure :

Personal, Proactive, Simplified

Choice & simplicity of service levels

Expertise & experience Certified quality & genuine parts

Vendor Intellectual Capital

Connected & in control

Foundat ion Care services

Datacenter Care services

Proact ive Care services

Lifecycle Event Services : Give me access to expert ise to complement my team when and where I need it

Keep my converged infrast ructure running

Prevent issues & get me to your best experts when there

is an issue

Help me bet ter operate what I have today and evolve to converged cloud


Port folio choice to match business needs Datacenter Care Help me bet ter operate what I have today and evolve to converged cloud • Environment Support tailored to fit customer needs • Expert guidance via Account support team • Single Point of Accountability

Proact ive Care Service Prevent issues & get me to your best experts when there is an issue • Advanced Call Experience • Problem prevention • Connected Customer Experience Foundat ion Care Keep my converged infrast ructure running

• Reduce support complexity • Help meet service level expectations • Connect easily and securely Warranty Give me assurance • Device protection against manufacturing failures

Datacenter Care

Proactive Care

Foundation Care

Warranty


HP Proactive Care Services


Get connected with Proact ive Care

Prevent problems before they occur

Solve problems faster Stay informed and in control

• Personalized dashboard • Global knowledgebase • Community of Experts (HP,

partners, peers)

• 24x7 monitoring • Fast, accurate problem detection • Automated parts dispatch • A rapid, enhanced call experience

• Proactive System scans • Firmware/patch analysis • Incident/Trend analysis • Expert reviews and

recommendations

Installat ion of IRS (Insight Remote Support ) is mandatory to act ivate Proact ive Care!!


Product Connect ions

Enhanced call experience Problem Response

Rapid response to resolve problems when they happen

Hardware and Sof tware support features – details

Delivered by remote Technical Solut ion Specialists • End to end call ownership

Delivered by Onsite Customer Engineers • Provides onsite repair if required. Customer Engineers with the appropriate skills are dispatched

• Automat ic call logging that automatically generates a case and notifies you

• Immediate, highly accurate diagnostics reduces problem identification time

• Automatic parts dispatch • Provides data for Proactive reports

• Rapid connect ion to a technical solution specialist who handles your case from start to finish – Enhanced escalation process – Collaborat ion with 3rd party

SW vendors if SW not on HP contract • Response centers backed by HP’s global

delivery and expertise

• Flexibil ity for each system component with choice of: – NBD, 24 x 7 x 4 , or 6hr Call To Repair

Hardware Support – Optional Defect ive Media Retent ion or CDMR – 24 x 7 basic Software Support with

Collaborat ive ISV call management


Prevent problems before they happen

Proact ive advisory support features – details

Twice yearly proactive scan with recommendations and advice

Twice yearly firmware, patch & software assessment and update recommendations

Quarterly incident trend reports – to help identify configuration or environment issues

Proact ive Scan Firmware Release & Sof tware Patch Report

Incident Report

The Technical Account Manager • Review the reports, data analysis, and makes recommendations and advice


Tap into the knowledge of millions of devices and thousands of experts

Get connected and get back to business

Up to

66%* Less downtime

Near 100%* diagnostic accuracy

1 Single, consolidated view

Prevent Problems Solve problems faster Stay informed and in cont rol

** Source is based on HP’s measurements of the installed base of remote support customers in Q4 2011 *IDC White Paper Sponsored by HP & Intel, The Business Value of the HP Proactive Insight Experience, Doc# 239199, March, 2013

*


HP Proact ive Care Cent ral

Improve customer focus and sat isfact ion • Provide a consistent understanding of the service

• Give customer control over report receipt

Increase delivery ef f iciency • Single schedule per customer

• Using current tools and technologies

Scalabil ity • Maximise customer benefits from automation

• Support growth requirements

www.hp.com/services/proact ivecarecentral ht tp:/ /www.hp.com/go/hpsc

Simplify and streamline process for customers, partners and HP

• For new & existing customers • Getting Started page • Proactive reports delivered to HPSC • Inclusive channel partner process

http://www.hp.com/services/proactivecarecentral


HP Proact ive Care Cent ral

What is Proact ive Care?

Simplify and streamline process for customers, partners and HP

How do I get Proact ive insights?

Enable Service Partners

TAM review

Connect ivity assistance

Delivery of reports


HP Proact ive Care Cent ral Where to find your reports? http://www.hp.com/go/hpsc


Int roducing the Personalized Support Opt ion

The Personalized Support opt ion provides you an assigned Account Support Manager (ASM) to provide specif ic technical and operat ional advice to help maximize performance of your IT environment . Your ASM provides: • On-site IT best practice and technical advice • An annual support plan that aligns the advice & assistance to address IT

priorities • Semi-annual support reviews to check progress and discuss issues &

upcoming projects

Personalized Support is only available to Proact ive Care

customers



Pricing (P6000 + DL380p Gen8)

Support Plus 24 3Y + 1Y +

1Y

49.280,75

5Y

37.655,80 31% Cheaper

Proactive Care 24x7

3Y + 1Y + 1Y

61.470,00

5Y

41.228,40 49% Cheaper

Discount 35% 3Y CP 5% 1Y Contract

40% 5Y CP


Any questions ? [email protected] +32 498 94 60 44


Thank you !