triforce maintenance event hp maintenance presentation...follow ups and issues. ... a strategic...
TRANSCRIPT
© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
- HP’s investments in Service Support Tools & Processes- HP’s differentiation compared to other Support Providers- HP’s support of multi-vendor products- Triforce Support
© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
- HP’s investments in Service Support Tools & Processes
Paul VescioGlobal support delivery managerSouth Pacific
© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.4
The TS Vision and Mission is ours
Global Support Delivery FY13
TS & GSD Vision
We create industry leading end-to-end
personalized, proactive, and simplified
experiences around HP Converged Infrastructure
products and Converged Cloud solutions
TS & GSD Mission
To be the leading provider of Technology Services
with the best Services team in the industry
GSD – Our Purpose
To support TS Vision and Mission by providing HP
customers with the best support experience across
the entire life cycle of their IT infrastructure
© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
HP Service delivery improvementsHere are some of the Service Delivery changes that HP has
made for a better customer experience:
• New IVR with voice automation to quickly get you to the
correct place for support
- Case review process (13 11 47 or 13 10 47 say “Customer
Care”)
- Escalation process (13 11 47 or 13 10 47 say “Repair
Status”)
www.hp.com/go/newmenu/au
• Support scripts are more relaxed
• Service First protocol
• HP customer satisfaction is over 97%
© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
- HP’s differentiation compared to other Support Providers
Sasha DjelicBusiness Development Installed BaseTechnology Services
© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.7
The HP Proactive Insight Experience
Proactive services
• Personalised and simplified support services
specifically designed to help you with today’s
complex environments
HP Insight Remote Support
• 24/7 remote monitoring that is designed to
deliver a combination of reactive and proactive
services
for a large variety of devices
HP Insight Online
• New addition to the HP Support Center portal for
one stop, secure and personalised IT support
view
of your remotely monitored environment
An integrated manageability and serviceability experience
© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.8
HP Support Delivery Investments
Historical challenges Current investments
Focus on operational efficiencies and costs New CEO, new ideas, new direction, customers for life!
Poor line quality, complex IVR and hard to understand New IVR with voice recognition with direct access to DBD engineer (start diagnosis within 90 secs)
Scripted response and lengthy support call loggingMultiple support call logging options in place, automatic through IRS, electronic through HPSC, trusted via SCM Plus and consultative via telephone
Mandatory DBD (diagnose before dispatch) before HP engineer dispatch
Relaxed remote diagnosis with focus on customer satisfaction and quality of service
Parts not available and/or arriving lateIncreased parts sparing with additional parts stocked in local warehousesChanged courier company to improve delivery times
HP field engineers arriving late or not at all Additional engineers recruited in each product vertical to provide required coverage
HP engineers not trained and qualified for the job All field engineers put through advanced technical training in each product vertical
End to end case monitoringDedicated end to end case monitoring team in place to ensure calls are being accepted, diagnosed and dispatched in a timely fashion.
Inefficient case follow up and problem resolutionLocal Issue Resolution Team in place to assist customers with any break-fix reactive support case follow ups and issues
© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.9
HP Insight Online experience
HP Insight Online (www.hp.com/go/insightonline) is a new capability available through the HP Support
Center portal. This is your one stop, secure access to product and HP support information specific to your
IT environment. HP Insight Online is available at no additional charge as part of your HP warranty, HP Care
Pack Service, or contractual support agreement with HP
My IT Environment
• Automatically displays devices
remotely monitored by
HP Insight RS 7.0.5
• Track service events and
support cases
• View device configurations and proactively
monitor service credits information
• View and manage HP contracts and
warranties
Customers
© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.10
HP Support Center Mobile Application
Mobile Experience
What’s here :
• Video/Photo upload for Chat and Cases
• Multi language UI and Content: English,Japanese,
Chinese (trad), Chinese (simpl), Italian, German, French,
Spanish, Portuguese
• Mobile Forum Community integration
• Personalization Enhancements
• Seamless access to consumer products
• HP Passport authentication
• Import C & W devices into App
• Complete Entitlement coverage
Summer 2013
• Complete case management solution
• Notification – Case Status Change
Late 2013 - Early 2014
• “MyIT” environment through Mobile device
• “MyCustomers” environment through Mobile Device
© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
- HP’s support of multi-vendor products
Casey WhiteBusiness DevelopmentNetwork Services
© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.12
HP Datacenter Care Primary Service Provider
The “power of one”
• One vendor/number to call
• One contract/invoice
• One service delivery
manager
• One set of IT
processes/reporting
• A single point of
accountability/responsibility
Business results
• Reduces costs
• Frees up IT staff
• Reduces operational
complexity
• Resolves problems faster
• Manages interoperability
issues
HP’s most flexible support for heterogeneous IT environments
© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.13
Multivendor Capabilities
Servers & Storage
HP
Dell
IBM
Oracle/SUN
StorageTek
EMC
Quantum
Networking
HP
Cisco
Bluecoat
F5
Riverbed
Polycom
Personal Computing
HP
Dell
Lenovo
Acer
Apple
Lexmark
Fujitsu
Software
Teradata
Microsoft
Citrix
VMWare
RedHat
© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
HP MV Networking Services
End to End Lifecycle Solutions on
• F5
• Bluecoat
• Riverbed
• Infoblox
• Polycom
• Microsoft
• Cisco
HP has long standing Global Partnerships with
all these vendors, as well as Solution
Architects and Delivery Consultants – to
design, deploy and manage these multivendor
environments
© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Cisco HP Branded Support
A strategic alliance
HP Support Services •HP offer HP branded support on all Cisco hardware and software products
•Cisco Gold Partner alliance and winner of Cisco 2012 award for Excellence in Post Deployment Support. Ensuring competitive pricing and
quality service
•Full entitlement to hardware replacement ensuring genuine Cisco parts are used, software bug/fix, applicable version downloads and
access Cisco to TAC via alliance partner. This is not a best efforts service, this is a 100% fully backed by Vendor agreement.
•HP guarantees all devices on maintenance will be backed out to Cisco
•Access to the largest spares holding from Cisco giving you full entitlement to IOS and software updates and faster on-site dispatch of
spares
•HP's Cisco alliance provides a national team of Cisco CCIE accredited engineering support personnel for Level 2 & Level 3 support cases
•HP and their alliance partner offer visibility and management of your Cisco contracts via the Cisco Service Access Management tool
Hardware and Software Coverage
Window Arrival
9x5 NBD
24x7 NBD
9x5 4hr
24x7 4hr
9x5 Coverage Window Hours - 8.30am to 5.30pm, Mon to Fri
Onsite and Offsite Support Available
This strategic alliance being exclusive to
the Australian marketplace for the past
four years delivers a combined value of
Cisco Network support in excess 650
annuity contracts and 1000 customers
across 3000 sites.
© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
- Triforce Support
Attila PetersTriforce AustraliaBusiness Development
© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Triforce OverviewWho we are:-
• Leading IT System Integrator since 1993 (www.triforce.com.au).
• We specialise in supplying, integrating and supporting multivendor
IT infrastructure solutions for some of Australia’s 200 ASX listed
customers.
• We provide cutting edge innovative solutions to customers and
align IT with their business needs to keep them competitive
Our Partnership with HP:-
• Triforce is 1 of the top 10 HP Premier Partners in Australia.
• As an HP Premier Partners, Triforce is required to make significant
investments in its people to understand and support our customers
needs for HP’s enterprise solutions: –
• Five S’s - Servers, Storage, Switching, Software & Services.
© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Triforce Maintenance Management• We ensure our customers IT devices are covered with
the correct service and support they need for their
business;
• We add value to our customers maintenance needs:-• Aligning the correct Maintenance Solutions to our customers;
• Ensuring correct service levels are applied to devices, minimising
downtime;
• Ensuring maintenance is renewed on expiring devices;
• Contract Administration around Adds, Moves, Deletions and
Changes;
• Providing flexibility around billing of Maintenance Contracts;
• Assist with Vendor Support Case escalation.
• Specific to HP:-• Triforce currently looks after more than 80 HP Maintenance
Contracts;
• We manage Multi-Year Contracts for large Gov’t with excess of 3000+
devices to customers with 10 devices or less with a 12mth renewal
term;
© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.19
Next Steps1. Check what you have coming up for renewal.
2. Talk to Triforce regarding your Maintenance requirements
3. Engage Triforce if you would like us to look at your contracts to see
alternative Maintenance options and potential savings on both HP
and other vendor support.