Agenda

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Third Party Maintenance: Reducing Hardware Support Costs for the Legal Community10/11/2011

Featuring: John Burchard – Strategic Planning Director, Park Place Technologies


Agenda• State of the Third Party Maintenance (TPM) Market• Key Macro Themes • Key Considerations for Legal Firms• TPM Value Proposition• Considerations in Selecting a TPM • Q&A

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TPM Market: IT Spending Trends

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TPM Market: Hardware Maintenance

Forecast: IT Services End-User Spending by Segment, 2008-2015 (Millions of U.S. Dollars)

U.S. Hardware Maintenance & Support - End User Spending2009 2010 2011 2012 2013 2014 2015

Client Computing Hardware Services Personal Computer Services 3,477 3,395 3,341 3,262 3,159 3,036 2,926Document Management Hardware Services Copier Services 1,644 1,541 1,515 1,504 1,501 1,445 1,403

Printer Services 264 275 271 269 268 258 251Enterprise Computing Hardware Services Server Hardware Services 8,222 8,504 9,007 9,384 9,712 9,887 10,124Storage Support Services Storage Support Services 2,734 2,759 2,983 3,234 3,541 3,858 4,197Telecom Equipment Support Carrier Infrastructure Equipment Services 2,386 2,622 2,679 2,746 2,829 2,930 3,027

Enterprise Equipment Services 7,940 7,885 8,185 8,528 8,929 9,403 9,873TOTAL Hardware Maintenance & Support 26,666 26,981 27,980 28,927 29,939 30,817 31,801

U.S. Hardware Maintenance & Support Forecasted Year-over-Year % Change 2009 2010 2011 2012 2013 2014 2015

CAGR 2010 to

2015Client Computing Hardware Services Personal Computer Services -5.5% -2.3% -1.6% -2.4% -3.1% -3.9% -3.6% -2.9%Document Management Hardware Services Copier Services 1.6% -6.3% -1.7% -0.7% -0.2% -3.7% -2.9% -1.9%

Printer Services -17.0% 4.5% -1.7% -0.7% -0.2% -3.7% -2.9% -1.9%Enterprise Computing Hardware Services Server Hardware Services -8.8% 3.4% 5.9% 4.2% 3.5% 1.8% 2.4% 3.6%Storage Support Services Storage Support Services -0.0% 0.9% 8.1% 8.4% 9.5% 9.0% 8.8% 8.7%Telecom Equipment Support Carrier Infrastructure Equipment Services -5.9% 9.9% 2.2% 2.5% 3.0% 3.6% 3.3% 2.9%

Enterprise Equipment Services -6.0% -0.7% 3.8% 4.2% 4.7% 5.3% 5.0% 4.6%TOTAL Hardware Maintenance & Support -5.9% 1.2% 3.7% 3.4% 3.5% 2.9% 3.2% 3.3%

Source: Gartner (September 2011)

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TPM Market: Maintenance by Industry

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Macro Trend: Economic Conditions • Economic conditions since 2008 have been pushing companies from most

industries to actively seek ways to cut costs. • IT budgets have been a source of cost cutting for many companies,

including at Legal Firms. IT staff are being asked to do more with less.• More and more companies turning to Third-Party Maintenance (TPM) as a

way to rationalize overall IT spending.

Economic Concerns Remain within the Legal Community

Source: ILTA 2010 IT Staffing Survey

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Macro Trends: VirtualizationVirtualizations continues to mature and many companies have consolidated workloads through increased levels of server virtualization. For the support industry, increased virtualization has led to the following:

• Slower growth rates in terms of number of servers sold, but increased utilization levels make individual servers even more mission critical.

• More expensive and robust servers with increased CPU and memory requirements.

• Increased use of virtualization optimized hardware such as blade servers and storage arrays.

• Significant increases in storage needs leading to significant investments in storage capacity.

All told, virtualization has not hurt overall revenue for support services, but growth levels have flattened.

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Macro Trends: Cloud ComputingGrowth for both public and private cloud computing continues to accelerate. Our expectations for cloud computing are as follows:

• Small- to mid-sized companies lead the adoption of the public cloud, starting with non-critical applications;

• Mid- to large-sized companies will shift towards private cloud before adopting public cloud;

• Security concerns will keep large companies from shifting until resolved;

• Mission critical work loads will be slow to shift;

Overall, cloud computing is here to stay and will continue to grow. However, the shift to the cloud will be gradual. Further, overall growth forecasts for both hardware sales and support services remain positive over the next five years despite cloud computing.

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Who Should Consider Using TPMs?Companies with mature stable applications on equipment that has reached the end of the manufacturers warranty or legacy equipment that is no longer supported by the OEMs.

Companies of all sizes, from small companies to Fortune 50 companies, and across all industries utilize TPM services.

Gartner Research estimates that most firms use some form of TPM. Overall, they estimate the following:

20% will always use only the OEM for maintenance 20% will never use the OEM for maintenance 60% will use some mix of the OEM and TPMs

OEMs themselves leverage TPMs to help with multi-vendor customers or for additional geographic reach.

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Comparing the Value of TPM and OEM Services

TPMs can help with overall cost reduction, cost avoidance, increased business agility and risk reduction.

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Sector Profile: Legal ServicesWhat our Legal clients have told us:

• Cost cutting remains prevalent with a focus on further virtualization and lowering IT support costs.

• Mid- to Large-sized legal firms have IT assets in multiple locations, primarily in major city centers.

• Security and confidentiality are key concerns.• Storage needs continuously growing, servers primarily x86 or blade

servers.• Relatively lean IT staffs• Thus, our legal clients have been seeking:

Multi-vendor support Geographic reach Flexible contracts Strong storage services

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Legal Services – Equipment Profile

Source: ILTA 2010 technology Survey

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Key Criteria for Selecting TPMs• Experience – Ensure there is a good fit between your equipment profile and the

TPM Platform Geographic Market Escalations

─ Software issues─ Spare parts supply chain─ Proactive support

• Number of employees – Badged Field Engineers versus an FE network• History of the TPM organization• Financial Stability• Do not judge a TPM solely on revenues

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Best Practices – CommunicationYour relationship with a TPM should be treated as partnership between both parties from the time of quoting, onboarding, during the current term and upon renewal.

“Change is inevitable – except from a vending machine.” – Robert C. Gallagher

• Change management is critical and your organization can benefit with consistent two-way communication.

• TPMs can act as a vendor-neutral advisor when considering upgrades, refreshes, optimization and scaling environments

• Equipment can be upgraded in many cases to help improve processing power, memory, and storage capacity, extending the useful life of existing equipment and applications.

• TPMs can also help provide services such as assisting in data center moves, asset disposal and data destruction.

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Best Practices – Software Considerations

You should always review your software needs prior to migrating to a TPM.

• If the applications running on the hardware will require OS patches and upgrades, you should review your software support contracts as in some cases it may not make sense to move to a TPM.

• Equipment that is stable and the OEM is not making significant changes to the OS or micro-code are excellent candidates for TPMs.

• OS patches and micro-code are proprietary intellectual property of the OEM, unless upgrades are publically available. TPMs are generally not authorized resellers; thus, conduct due diligence.

• Patches and micro-code upgrades should be upgraded when appropriate prior to terminating the OEM support agreement to avoid future issues.

• Many TPMs can provide remedial OS support, and in some cases layered application support, to help with troubleshooting, restoring, basic functionality and use of tools.

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Best Practices – Remote MonitoringMany products within a Data Center can be remotely monitoring on a real-time basis for system issues. Remote monitoring can provide a better level of service by improving response times and resolving issues earlier before they become more serious.

Consult your TPM and determine whether they have the capability to monitor your environment through:

• Leveraging the native remote monitoring capabilities already provided within a product;

• Utilizing the TPMs proprietary monitoring solutions developed for specific platforms.

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About Park Place Technologies

Park Place Technologies offers customers more than 20 years experience as a profitable provider of multi-vendor support services for mission-critical data center systems. With headquarters in Cleveland, Ohio and a North American client service and support center in Boston, Massachusetts, Park Place supports over 1200 customers at more than 4,500 locations globally.

http://www.parkplacetechnologies.com/

White Paper: Maximize the Value of Data Center Hardware Maintenance

http://www.parkplacetechnologies.com/max-value-dchm/index.html

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Questions

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