www.compaq.com business critical services wes lee roberts gold openvms technical account manager...

www.compaq.com

Business Critical Services

Business Critical Services

Wes Lee Roberts

Gold OpenVMS Technical Account Manager

North America Customer Support Center

Wes Lee Roberts

Gold OpenVMS Technical Account Manager

North America Customer Support Center

2 www.compaq.com

Inspiration Technology

Services portfolioServices portfolio

SilverSilver

GoldGold

PlatinumPlatinum

Bronze/Basic/UASBronze/Basic/UAS

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What are your Customers support needs?What are your Customers support needs?

MultivendorMultivendor

Time = $$$Time = $$$GlobalGlobal

High AvailabilityHigh Availability

Reactive & ProactiveReactive & Proactive

24 x 7 nonstop24 x 7 nonstop

Internet & IntranetInternet & Intranet Primary point of contactPrimary point of contact

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Bronze supportBronze support

9x5 (24x7 uplift available) Response Time Goal: 2-hour all calls First-in, First-out (FIFO) for all calls Product-based expertise Escalations to Compaq engineering and other

engineering teams (e.g., Microsoft and Novell) by problem severity

9x5 (24x7 uplift available) Response Time Goal: 2-hour all calls First-in, First-out (FIFO) for all calls Product-based expertise Escalations to Compaq engineering and other

engineering teams (e.g., Microsoft and Novell) by problem severity

www.compaq.com


ProactiveSupport

ProactiveSupport

Primary Point of Contact:Technical Account

Manager

Primary Point of Contact:Technical Account

Manager

Knowledgeof

Environment

Knowledgeof

Environment

Fast Response Times

365 days/year

Fast Response Times

365 days/year

Sensitivity to Business Needsand Pressures

Sensitivity to Business Needsand Pressures

ProblemAvoidance

ProblemAvoidance

24x7 Support Team24x7 Support Team

CustomizedFeatures

CustomizedFeatures

Maximum Uptime with Minimal Risk

Advice Advice

High Availability & High Priority

High Availability & High Priority

What Business Critical Customers ValueWhat Business Critical Customers Value

www.compaq.com


CustomerCustomerSupport CenterSupport Center


- Employee Satisfaction- Employee Partnership- Employee Satisfaction- Employee Partnership

EmployeesEmployees

- Customer Satisfaction- Customer Partnership- Customer / TAM Relationship

- Customer Satisfaction- Customer Partnership- Customer / TAM Relationship

CustomerCustomer

Customer Support:A Business of RelationshipsCustomer Support:A Business of Relationships

ManagementManagementTeamTeam

ManagementManagementTeamTeam

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Customer Support:A Business of Relationships

Account Team

PartnersField Support



Engineering

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Customer Satisfaction ScoresCustomer Satisfaction Scores

0

10

20

30

40

50

60

70

80

90

100

%

Q1/99 Q2/99 Q3/99 Q4/99 Q1/00 Q2/00 Q3/00 Q4/000

10

20

30

40

50

60

70

80

90

100

%

Q1/99 Q2/99 Q3/99 Q4/99 Q1/00 Q2/00 Q3/00 Q4/00

Customers Say It’s Working:Survey Scores

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Marketplace Says It’s Working:Business Growth

0

5

10

15

20

25

30

35

40

% G

row

th

Key Gold Business Growth Factors

ContractsTAM'sRequestsProactives

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Who are typical Business Critical customers?Who are typical Business Critical customers?

FinanceFinanceManufacturingManufacturing

e-Commercee-Commerce

CommunicationsCommunications

HealthcareHealthcare GovernmentGovernment

EducationEducation

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Silver software supportSilver software support

Software support Hardware dispatch Response Time Goals

8x5: 60 minutes for all calls After hours: 2 hours for all calls

Technical Account Manager (TAM) Serves as your CSC focal point of contact Manages the service delivery process Reviews software activity Provides limited proactive support

Software support Hardware dispatch Response Time Goals

8x5: 60 minutes for all calls After hours: 2 hours for all calls

Technical Account Manager (TAM) Serves as your CSC focal point of contact Manages the service delivery process Reviews software activity Provides limited proactive support

12 www.compaq.com


Gold supportGold support 24x7 Integrated SW/HW support High Priority Response time goals:

30 minutes for critical calls 60 minutes for non-critical calls

Team staffed to handle critical calls Dedicated infrastructure

Technical Account Manager (TAM) Operations Support Specialist (OSS) Technical Exception Manager (TEM)

Continuous Effort on Critical Calls Enhanced Proactive support program

24x7 Integrated SW/HW support High Priority Response time goals:

30 minutes for critical calls 60 minutes for non-critical calls

Team staffed to handle critical calls Dedicated infrastructure

Technical Account Manager (TAM) Operations Support Specialist (OSS) Technical Exception Manager (TEM)

Continuous Effort on Critical Calls Enhanced Proactive support program

13 www.compaq.com


Customer / TAM RelationshipCustomer / TAM Relationship

• TAM becomes your Technical advocate and “go to” person

• You and your TAM understand each other’s strengths and weaknesses

• TAM helps IT management understand development areas for staff

• TAM learns more about your business, sensitized…

• TAM knows more about your configurations, no more 20 questions

TAM

OSS

TEM

GSD Unit Mgr

17 www.compaq.com


Proactive Gold supportProactive Gold support

Focuses on maintaining high availability Electronic Site Management Guide System Healthcheck reports

Performed twice/year per Anchor node Monthly service activity review Service pak/patch notification

Operating System patches Allows ‘Customer’ to assess/determine patch

install/maintenance strategy Notification via internet mail with brief description

of patch kit contents

Focuses on maintaining high availability Electronic Site Management Guide System Healthcheck reports

Performed twice/year per Anchor node Monthly service activity review Service pak/patch notification

Operating System patches Allows ‘Customer’ to assess/determine patch

install/maintenance strategy Notification via internet mail with brief description

of patch kit contents

18 www.compaq.com


Proactive Gold supportProactive Gold support

Annual Customer Site Visit OS Upgrade Planning Assistance

Provides recommendation/advice for integrating new Compaq H/W or Op Sys S/W prods into the environment (limited to 10 hours)

Notification of known problems/fixes Quarterly newsletter

Covers info on Unix, OVMS, NT Op Sys Articles describe how to use, manage & update

systems, networks and layered products

Annual Customer Site Visit OS Upgrade Planning Assistance

Provides recommendation/advice for integrating new Compaq H/W or Op Sys S/W prods into the environment (limited to 10 hours)

Notification of known problems/fixes Quarterly newsletter

Covers info on Unix, OVMS, NT Op Sys Articles describe how to use, manage & update

systems, networks and layered products

19 www.compaq.com


MasterchampMasterchamp

EntitlementEntitlementCritical or Non-criticalCritical or Non-criticalProblem StatementProblem StatementDispatch & TimersDispatch & Timers

Gold call flowGold call flow

Partner/CustomerPartner/Customercalls CSCcalls CSC

CSC TAM & CSC TAM & Gold TeamGold Team

Critical call

CSC ProductCSC ProductTeamTeam

Non- critical call

Field OfficeField Office

20 www.compaq.com


Gold call flowGold call flow

Field OfficeField OfficeMicrosoft, Microsoft, Novell, etc.Novell, etc.

CSC Product CSC Product TeamsTeams

Compaq Compaq EngineeringEngineering

Partner/CustomerPartner/Customer

CSC TAM &CSC TAM &Gold TeamGold Team

Owns the callOwns the callWorks the issueWorks the issueWorks escalationsWorks escalationsCloses the callCloses the call

Technical Technical Exception Exception ManagerManager

23 www.compaq.com


Compaq offers services that provide lifecycle support to every business critical system in

your environment

Compaq offers services that provide lifecycle support to every business critical system in

your environment Compaq Gold Support for operating system software

OpenVMS, Tru64 UNIX, Windows NT, and Novell NetWare

Compaq Gold Support for Network Products Routers, Switches, hubs, and other network infrastructure products

Compaq Gold Support for Storage Products ( New! ) StorageWorksTM products, HSD, HSG, HSJ, HSZ, and Raid controllers SANs

Platinum Support Network Management Services

Consulting, Network Healthchecks, NetSupport Advisory, NetSupport Shared, and NetSupport Full Services

Compaq Gold Support for operating system software OpenVMS, Tru64 UNIX, Windows NT, and Novell NetWare

Compaq Gold Support for Network Products Routers, Switches, hubs, and other network infrastructure products

Compaq Gold Support for Storage Products ( New! ) StorageWorksTM products, HSD, HSG, HSJ, HSZ, and Raid controllers SANs

Platinum Support Network Management Services

Consulting, Network Healthchecks, NetSupport Advisory, NetSupport Shared, and NetSupport Full Services

24 www.compaq.com


Gold Support for StorageWorksTMGold Support for StorageWorksTM

Storage becoming more critical to eBusiness

High demand from Compaq customers for business-critical support

Key features based on customer input Available on Compaq Alpha- & Intel-

based servers & Multi-Vendor SANs Requires 24x7 hardware support, 2-

hour uplift recommended Similar to Gold Support for Network

Products

Storage becoming more critical to eBusiness

High demand from Compaq customers for business-critical support

Key features based on customer input Available on Compaq Alpha- & Intel-

based servers & Multi-Vendor SANs Requires 24x7 hardware support, 2-

hour uplift recommended Similar to Gold Support for Network

Products

Available Now!

25 www.compaq.com


Platinum Service Platinum Service

When your customers support needs exceed standard services - customizable solutions

Tailor-made support plan based on statement of work (SOW) requirements

Success built on strong relationship, partnership, communications, and teamwork between the CSC and you

Platinum team is extension of

your IT staff

When your customers support needs exceed standard services - customizable solutions

Tailor-made support plan based on statement of work (SOW) requirements

Success built on strong relationship, partnership, communications, and teamwork between the CSC and you

Platinum team is extension of

your IT staff

26 www.compaq.com


Why ‘Customer’ may need Platinum supportWhy ‘Customer’ may need Platinum support

Faster response time Customized escalation process Remote system management Outsourcing of operational support Vendor management Custom application support Develop custom patches

Faster response time Customized escalation process Remote system management Outsourcing of operational support Vendor management Custom application support Develop custom patches

27 www.compaq.com


What Do Business Critical Customers Value Most?What Do Business Critical Customers Value Most?

TAM takes holistic approach, “does the whole call” TAMs are “systems engineers” HW, SW, problem manager Fastest response time Talks to the same person(s) Personal relationship with TAM (face to face site visits) Electronic site management guide Sounding board, advisor TAM viewed as an extended member of customer’s IT team TAM’s level of experience and knowledge

(system managers, developers, principle engineers)

TAM takes holistic approach, “does the whole call” TAMs are “systems engineers” HW, SW, problem manager Fastest response time Talks to the same person(s) Personal relationship with TAM (face to face site visits) Electronic site management guide Sounding board, advisor TAM viewed as an extended member of customer’s IT team TAM’s level of experience and knowledge

(system managers, developers, principle engineers)

28 www.compaq.com


9x54-hr hardware

2-hr software

24x74-hr hardware

2-hr software

24x74-hr hardware

1-hr criticalduring business hours; 2-hr non-critical

Named ServiceManager

Quarterlyreviewwith team

24x72-hr hardware

1-hr criticalduring business hours; 2-hr non-critical

NamedServiceManager

Quarterlyreviewwith team

24x72-hr hardware

30-mincritical software

NamedServiceManager

Premium Support Team

Monthlyreview with team

Choose the level of support that fits your business needsChoose the level of support that fits your business needs

29 www.compaq.com


Expansion from“Platform Partnership” to“Environment Partnership”

Investing in Future Value

What’s on our radar screen?

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Investing in Future Value

Enhanced proactive tools and processes

Vendor Management

Monitoring and alarming (lights out computing)

Application support and performance monitoring

31 www.compaq.com


Gold ServiceFutures

Gold ServiceFutures

Continued Growth in all areas

More Services & Information with Internet access Improved Tools Part of “Everything to the Internet”.

Additional Gold Support Offerings Hardware? Vendor Management? International Coverage?

Others - What would you like to see?

Continued Growth in all areas

More Services & Information with Internet access Improved Tools Part of “Everything to the Internet”.

Additional Gold Support Offerings Hardware? Vendor Management? International Coverage?

Others - What would you like to see?

Questions?

www.compaq.com business critical services wes lee roberts gold openvms technical account manager...

Documents

business growth slide

problem severity slide

bronze support 9x5 24x7

business needs

survey scores slide

available response time

csc focal point of contact

compaq engineering