Built to be mission critical supported to be mission critical

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1 HP TECHNOLOGY SERVICES Business Critical Services Optimize Your Mission Critical IT Environment

Transcript of Built to be mission critical supported to be mission critical

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HP TECHNOLOGY SERVICES

Business Critical Services

Optimize Your Mission Critical IT Environment

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Agenda

• The Demands on Today’s IT organisations

• The Full Mission Critical Experience

• Why HP?

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Optimise cost • Reduce or eliminate the cost of

downtime • Optimise cost through proactive

design and ongoing monitoring

Increase quality

• Improve availability, security and performance • Implement continual Service Improvement Plans

Improve agility

• Provide a foundation of stability and adaptability to enable fast and effective

organisational change

Minimise risk

• Improve business continuity

and security • Meet regulatory and

compliance requirements

Today’s Demands on IT Organisations

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What business wants … and needs

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Resilient

HP Delivers the Full Mission-Critical Experience

Partner

Protect

Secure

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5 reasons You need HP services …

1. We help you achieve your business goals (availability, TTM, etc)

2. Customer Satisfaction Rating with Services (99% with MC, 93% with some services, 78% with no services)

3. Today’s complex environments require greater skills to manage and reduce the risk of unplanned downtime

4. HP has the most comprehensive services offerings in the industry

5. HP can simplify your support experience by acting as a Primary Service Provider

Overall Satisfaction with Support Services Contract by Service Provider

“IDC believes HP’s support services ecosystem will continue to be very strong, and that additional integrative proactive tools and utilities could be a natural evolution of its current offering.”

(IDC Customer Satisfaction Study: Top Performers in Enterprise Software Support Services, March, 2010)

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Technology Services: We make technology work, so business works

Supporting SAP users in 54 countries across all industries

Mission Critical Partnership customers with 37,000 systems

Delivered SANs worldwide

Customers in of the

high availability experts

Microsoft trained professionals

network infrastructure & voice professionals

Installed base of customers

Highest Mission Critical Customer Loyalty:

Designed square feet of data

centers and greenfield data centers

Support available:

• , 365 days per year

• Covering time zones

• In languages

• HP presence in countries

Linux trained professionals

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GMCSC – Keeping Business Working, Meeting Business Goals!

The HP Global Mission Critical Support Center also works to prevent problems, not just fixing

individual issues quickly.

Reduced risk of unplanned downtime and less IT staff time spent fighting fires

People Make the difference • Account Support Manager

• Remote Support Account Advocate

• Mission Critical Hardware Specialist

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HP CAN SIMPLIFY YOUR SUPPORT EXPERIENCE BY BECOMING YOU PRIMARY SERVICE PROVIDER

Aggregation

Amass multiple contracts into a single acquisition with stronger purchasing power

Consolidation

Consolidate key processes and measurements within service functions, eliminating costly overlaps and redundancies

Integration

Link key service processes, people, systems and business drivers

Optimisation

Continue to identify operational efficiencies, responsiveness and performance, build continual improvement

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5 reasons You need HP services …

1. We help you achieve your business goals (availability, TTM, etc)

2. Customer Satisfaction Rating with Services (99% with MC, 93% with some services, 78% with no services)

3. Today’s complex environments require greater skills to manage and reduce the risk of unplanned downtime

4. HP has the most comprehensive services offerings in the industry

5. HP can simplify your support experience by acting as a Primary Service Provider

Overall Satisfaction with Support Services Contract by Service Provider

“IDC believes HP’s support services ecosystem will continue to be very strong, and that additional integrative proactive tools and utilities could be a natural evolution of its current offering.”

(IDC Customer Satisfaction Study: Top Performers in Enterprise Software Support Services, March, 2010)

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Watch This Space!

March 15

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THANK YOU

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Backup

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Start the conversation at a higher level and probe for customer needs around new cloud technologies

The World’s Leading IT Services

• HP Transformation Experience Workshops; cloud, data center, converged infrastructure

• As-is and future solution concept development

• Detailed IT and facilities and Data center design

• Smooth migration and speedy deployment

For Integrity • Critical Service • Proactive 24 • Support Plus 24 For x86 • Critical Advantage

WHAT”S NEW • HP Collaborative Support

for other vendor’s OS running on HP x86

Leading Consulting

Services*

•Support 1.7 million SAP users in 54 countries all industries

•4,051 mission critical customers with 86,904 contracts

•6000 high availability experts

•16,000 Microsoft trained professionals

•5,000 network infrastructure and professionals

Highest Mission Critical Customer Loyalty:

Support available:

• 24Hx7, 365 days per year

• Covering 24 time zones In 30+ languages in countries

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Account support manager (ASM)

• Single point of accountability………Orchestrates all service deliverables

• Develops and maintains Account Support Plan …….Delivers proactive services

• Provides best practice sharing and knowledge transfer

An ASM will bring a fresh pair of eyes and independent thinking to help you

address the challenges you face.

Click to play CPS Energy video on the value of the Account Support Manager

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Environment Support

Discrete System

Support

New Always On TS Support Portfolio

Personalized, Proactive, Simplified

Foundation Care

Keep my systems running with minimal downtime.

Reactive Support for hardware and software, Collaborative Support

Datacenter Care

Customize my support to address my unique business

needs.

Flexible and customizable, high-touch, named resources, enhanced call experience, Primary Service Provider, multi-vendor support,

environment pricing

Proactive Care

Fix things before they break. Keep my systems up-to-date.

Give me direct access to your best people.

Direct access to advanced technical skills, Technical

Account Manager, automation required; multiple hardware and software support levels, proactive

advice and reporting

Lifecycle Event Services

Give me access to experts when and where I need them to help me deploy, operate and evolve my IT environment

Business and technical skills, fixed or custom scope, from one-off activities to complex projects

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“There have been many instances when the HP Mission-

Critical Support staff has taken the initiative and resolved

complex multivendor IT issues. Mission Critical Support

services with SAP-specific enhancements and HP

Serviceguard Extension for SAP have definitely

contributed to outstanding application availability – which

stays at around 99.87%. That’s an important statistic in a

business where there’s no place for downtime.”

Mike Meinz

Senior Director, Strategic Planning and Governance

General Mills

Why Customers Appreciate the Value of the GMCSC