Colorado Colorado Springs Springs CustomerCustomerSupport Support CenterCenter

Colorado Colorado Springs Springs CustomerCustomerSupport Support CenterCenter

Welcomes . . .

State & Local Government Executives

Customer Support Center Customer Support Center OverviewOverview

Customer Support Center Customer Support Center OverviewOverview

Gerry Abdella Gerry Abdella Director, Director,

North America Customer Services North America Customer Services

Service Delivery Service Delivery

Gerry Abdella Gerry Abdella Director, Director,

North America Customer Services North America Customer Services

Service Delivery Service Delivery

Did youDid you know know??Did youDid you know know??

LeaderLeader in in High AvailabilityHigh Availability

#1#1 in in High PerformanceHigh Performance technical computing technical computing

66 of of 77 supercomputingsupercomputing wins wins

power the power the 1515 largest largest exchangesexchanges

#1 #1 marketshare in marketshare in Web serversWeb servers

Market LeaderMarket Leader in in Windows 2000 deploymentWindows 2000 deployment

60% 60% marketshare with marketshare with 8-Way servers8-Way servers

#2 #2 worldwide in worldwide in PCsPCs

#1 #1 in in storage volumestorage volume shipped shipped

#1 #1 in in SANsSANs

Compaq Global ServicesCompaq Global ServicesCompaq Global ServicesCompaq Global Services

Proven experience and expertiseProven experience and expertise Global reach and scaleGlobal reach and scale Multi-vendor/multi-technology Multi-vendor/multi-technology Single point of accountability Single point of accountability Lifecycle high-availability supportLifecycle high-availability support Sense of urgency; speed of deliverySense of urgency; speed of delivery

Proven experience and expertiseProven experience and expertise Global reach and scaleGlobal reach and scale Multi-vendor/multi-technology Multi-vendor/multi-technology Single point of accountability Single point of accountability Lifecycle high-availability supportLifecycle high-availability support Sense of urgency; speed of deliverySense of urgency; speed of delivery

What we’re all about…What we’re all about…What we’re all about…What we’re all about…

3400+ Microsoft3400+ Microsoft(MSCE/MCSD) Certified(MSCE/MCSD) Certified

3112 experienced3112 experiencedNetWare EngineersNetWare Engineers

4217 experienced4217 experiencedCisco EngineersCisco Engineers

1342 experienced1342 experiencedNSK EngineersNSK Engineers

1350 experienced1350 experiencedSQL EngineersSQL Engineers

6261 experienced6261 experiencedUNIX EngineersUNIX Engineers

9566 experienced9566 experiencedNT EngineersNT Engineers

11,261 experienced11,261 experiencedOpenVMS EngineersOpenVMS Engineers

. . . and capabilities . . . and capabilities in Oracle, SCO, Nortel,in Oracle, SCO, Nortel,SPECTRUM, Tivoli, SPECTRUM, Tivoli, Computer AssociatesComputer Associates

1st worldwide 1st worldwide Prime IntegratorPrime Integrator

for Windows 2000for Windows 2000

1st worldwide 1st worldwide Prime IntegratorPrime Integrator

for Windows 2000for Windows 2000

38,000 service38,000 serviceprofessionalsprofessionals

38,000 service38,000 serviceprofessionalsprofessionals

Microsoft Microsoft Global Services Global Services

Partner of the YearPartner of the Year

Microsoft Microsoft Global Services Global Services

Partner of the YearPartner of the Year

Compaq Compaq Global ServicesGlobal ServicesCompaq Compaq Global ServicesGlobal Services ExpertiseExpertise

andandCapabilitiesCapabilities

GlobalGlobal

Worldwide Operations Worldwide Operations Management CentersManagement Centers

Worldwide Operations Worldwide Operations Management CentersManagement Centers

Business-critical services Business-critical services for uninterrupted operationsfor uninterrupted operationsBusiness-critical services Business-critical services

for uninterrupted operationsfor uninterrupted operations

Alliances withAlliances withindustry leadersindustry leadersAlliances withAlliances with

industry leadersindustry leaders

Innovative service packagesInnovative service packagesInnovative service packagesInnovative service packages

24-hour, 24-hour, 365-day support365-day support

24-hour, 24-hour, 365-day support365-day support

Services delivered Services delivered in 207 countriesin 207 countries

Services delivered Services delivered in 207 countriesin 207 countries

Telecom & FinancialTelecom & Financialindustry expertiseindustry expertise

Telecom & FinancialTelecom & Financialindustry expertiseindustry expertise

30,000 Channel30,000 Channelpartner service resourcespartner service resources

30,000 Channel30,000 Channelpartner service resourcespartner service resources

FullFullLifecycle Lifecycle SupportSupport

FullFullLifecycle Lifecycle SupportSupport

Installation & Start-up ServicesInstallation & Start-up Services Implementation ServicesImplementation Services

Architecture ServicesArchitecture Services Infrastructure Design ServicesInfrastructure Design Services

Design & ImplementDesign & Implement

Manage & Manage & SupportSupport

Availability Availability ServicesServices

Hardware & Hardware & Software Support Software Support ServicesServices

CarePaqsCarePaqsSMSM

Outsourcing & Outsourcing & Operations Operations Management Management ServicesServices

PlanPlan Pilot ServicesPilot Services Planning Planning

ServicesServices Assessment Assessment

ServicesServices IT Solutions IT Solutions

WorkshopWorkshop Total Cost of Total Cost of

Ownership Ownership WorkshopWorkshop

Compaq Global Services portfolioCompaq Global Services portfolioCompaq Global Services portfolioCompaq Global Services portfolio

More than 14,000 products from 1,000 different vendorsSingle point of contactOne phone callPerformance and interoperability

More than 14,000 products from 1,000 different vendorsSingle point of contactOne phone callPerformance and interoperability

Supporting the Palmtop Through Nonstop®Supporting the Palmtop Through Nonstop® Supporting the Palmtop Through Nonstop®Supporting the Palmtop Through Nonstop®

Securing the future… Securing the future… transforming the industry… today!transforming the industry… today!Securing the future… Securing the future… transforming the industry… today!transforming the industry… today!..“Compaq is sending a very clear signal that it will provide an unbeatable combination that couples leadership mission-critical capabilities and service,… with industry-standard technology”…

Who better to provide the services and the support than the company who developed the architecture?

Your investment in hardware and Your investment in hardware and software will be protected by software will be protected by

Compaq !Compaq !

Achieving leadership with market Achieving leadership with market leadersleadersAchieving leadership with market Achieving leadership with market leadersleaders

1600+ Compaq servers serve 10 million MSN web

users everyday

1600+ Compaq servers serve 10 million MSN web

users everyday

Awarded…Awarded…

Compaq designed, built, and manages Microsoft OnLine

Services

Compaq designed, built, and manages Microsoft OnLine

Services

First Worldwide Prime Integrator for both Microsoft Windows NT

and Windows 2000

First Worldwide Prime Integrator for both Microsoft Windows NT

and Windows 2000

Microsoft Depends on CompaqMicrosoft Depends on Compaq

Four Driving Themes for the CSCFour Driving Themes for the CSCFour Driving Themes for the CSCFour Driving Themes for the CSC

11Driven by Customer Success

22Radiate Excellence in everything we do

33

Empowered to Do what is right for the Customer44

Create a Trusting, Caring, and Supportive environment for our employees

Includes:– Remedial support

– Advisory support

– Predictive/proactive support

– On-site dispatch

– Warranty Support

– Consulting services based on a statement of work

Includes:– Remedial support

– Advisory support

– Predictive/proactive support

– On-site dispatch

– Warranty Support

– Consulting services based on a statement of work

On Hardware, Software, Networking Storage, and System ManagementOn Hardware, Software, Networking Storage, and System Management

We provide remote supportWe provide remote supportWe provide remote supportWe provide remote support

Hull, CanadaHull, CanadaHull, CanadaHull, Canada

Colorado Colorado Springs, COSprings, CO

Cypress, TXCypress, TX

North America Customer Services9,000 Customer Support Specialists9,000 Customer Support Specialists

* 6,000 Field Technicians* 6,000 Field Technicians

* 2300 Technical Support Engineers * 2300 Technical Support Engineers

* 700 Parts Logistics Manager* 700 Parts Logistics Manager

Virtual CSC

Hybrid Design

Business Excellence

..plus Remote Specialists..plus Remote Specialists

Alpharetta, GAAlpharetta, GA

Stow, MAStow, MA

Deliver Part

Customer ReplaceableUnit

Return toDepot(Portables)

Technical Courier

2nd Day or Next Day

SameDay

Central Fulfillment

Central Repair & Fulfillment

Central & LocalFulfillment

Central Fulfillment

Local Fulfillment

Direct to Customer

Ship toCustomer

CourierDispatched

Engineer Dispatched

Engineer Dispatched

Electronic Via Technician

Customer

Call Closed Off-site

Yes

Support Center

No

Close customer calls …

•Consistent w/Obligation

•Cost Effective Solution

•Maximum Customer Sat

Tiered Delivery Model

eConnecte-mail

Support Forum

Knowledge Centered Support compaq.com/support

Compaq Knowledge Centerask Compaq

Technical Reference Repository

ActiveUpdateCompaq Insight Manager

Altiris eXpressPC Transplant

ASSISTEDASSISTEDSERVICESSERVICES

eServices deliveryeServices deliveryeServices deliveryeServices delivery

CustomerCustomer

SELF HELPSELF HELP

PROBLEMPROBLEMAVOIDANCEAVOIDANCE

Web based Support Tools: Web based Support Tools: Web based Support Tools: Web based Support Tools: Compaq Support Forum - Message Board

• Email - Support & Webmaster alias’

• Downloadables - FTP/SoftPaqs

• Active Answers - Proactive Email delivery system

• PaqFax - Online Catalog

• QuickFind - Support Reference Library

• QRG - Quick Reference Guide

• CSNET - Customer Services Intranet

• CPN - Secure Extranet for Partners

• NACSC - New Customers Services Intranet

• Ask Compaq - Nature Language Search Engine

• Compaq Knowledge Center - Customer Self Help

• FAQ’s - Frequently Asked Questions

• DSN Link - Call Logging Internet Services

• DIA - Dial In Access

- IT Knowledge Repository

Foundation Elements for SuccessFoundation Elements for SuccessFoundation Elements for SuccessFoundation Elements for Success

Clear Alignment toClear Alignment toBusiness ObjectivesBusiness Objectives

Culture Matches ServiceExpectations

Strong OperationalProcesses

Motivated and Skilled

Personnel

Tools and Technology

Service Delivery Experience Service Delivery Experience Service Delivery Experience Service Delivery Experience

40+ years remote service provider 18+ years multi-vendor system and network support Internet expertise Telecom expertise Profile of a typical CSC Specialist

Bachelor’s degree 14 years in IT 11.5 years in customer service 11 years at Compaq; 7.3 years in CSC

State-of-the art toolsState-of-the art tools

– Remote diagnosisRemote diagnosis

– Symptom/ solution databaseSymptom/ solution database

– Proactive and predictive monitoringProactive and predictive monitoring

– Internet/network based tools Internet/network based tools Industry-leading electronic toolsIndustry-leading electronic tools

– Interoperability computer labsInteroperability computer labs

– AVANTO analysis toolsAVANTO analysis tools

– Health checkHealth check

– ProPatchProPatch

– Electronic Site Management GuideElectronic Site Management Guide

State-of-the art toolsState-of-the art tools

– Remote diagnosisRemote diagnosis

– Symptom/ solution databaseSymptom/ solution database

– Proactive and predictive monitoringProactive and predictive monitoring

– Internet/network based tools Internet/network based tools Industry-leading electronic toolsIndustry-leading electronic tools

– Interoperability computer labsInteroperability computer labs

– AVANTO analysis toolsAVANTO analysis tools

– Health checkHealth check

– ProPatchProPatch

– Electronic Site Management GuideElectronic Site Management Guide

What Is the What Is the Customer Support CenterCustomer Support CenterBuilding on?Building on?

What Is the What Is the Customer Support CenterCustomer Support CenterBuilding on?Building on?

300 acre site,300 acre site, built in 1986built in 1986– Two separate power grids Two separate power grids

NetworksNetworks– Every LAN segment Every LAN segment

supported by dual routerssupported by dual routers– Central switching fabric: Central switching fabric:

two GIGAswitch ATM two GIGAswitch ATM switchesswitches

300 acre site,300 acre site, built in 1986built in 1986– Two separate power grids Two separate power grids

NetworksNetworks– Every LAN segment Every LAN segment

supported by dual routerssupported by dual routers– Central switching fabric: Central switching fabric:

two GIGAswitch ATM two GIGAswitch ATM switchesswitches

Colorado Springs CampusColorado Springs CampusColorado Springs CampusColorado Springs Campus

Main Business GroupsMain Business Groups– Enterprise Storage Enterprise Storage

Customer CenterCustomer Center– Storage EngineeringStorage Engineering– eBMS - OMCeBMS - OMC– Direct PlusDirect Plus

Main Business GroupsMain Business Groups– Enterprise Storage Enterprise Storage

Customer CenterCustomer Center– Storage EngineeringStorage Engineering– eBMS - OMCeBMS - OMC– Direct PlusDirect Plus

Electrical– Automatic throw-over

switch (ATO)– Two separate lines– Transformers & bus

from City’s North Plant substation

– Emergency generator& UPS backup

Electrical– Automatic throw-over

switch (ATO)– Two separate lines– Transformers & bus

from City’s North Plant substation

– Emergency generator& UPS backup

Received over 8.5 Million calls in 2000 Received over 8.5 Million calls in 2000 - - that ‘s one every 3.7 secondsthat ‘s one every 3.7 seconds

Power Power 106 of 112106 of 112 stock exchanges stock exchanges

Customer satisfaction index = Customer satisfaction index = 89.6%89.6% Run the servers that control nearly two-thirds of Run the servers that control nearly two-thirds of

the worlds power supplythe worlds power supply

#1 #1 marketshare in marketshare in Web serversWeb servers Provided over Provided over 8 million electronic solutions8 million electronic solutions in in

20002000

TheThe FACTS FACTS . . . . . .

Compaq has been named IT Supplier of the Year by Kaiser Permanente - the world's largest not-for-profit health maintenance organization.

Compaq has been named IT Supplier of the Year by Kaiser Permanente - the world's largest not-for-profit health maintenance organization.

For the Third Year in a Row!For the Third Year in a Row!

Award winning organizationAward winning organizationAward winning organizationAward winning organization

Novell chose Compaq North America Customer Servicesto receive a Novell Service Excellence Award for 2000

Novell chose Compaq North America Customer Servicesto receive a Novell Service Excellence Award for 2000

For the Fourth Year in a Row!For the Fourth Year in a Row!

Compaq named "Microsoft Global Services Partner of the Year” 2000

Compaq named "Microsoft Global Services Partner of the Year” 2000

Compaq Receives TSANet Award for Multivendor Support ExcellenceCompaq Receives TSANet Award for Multivendor Support Excellence

For the Fifth Year in a Row!For the Fifth Year in a Row!

The “magic” is in the mixThe “magic” is in the mixThe “magic” is in the mixThe “magic” is in the mix

PeoplePeople

TechnologyTechnologyPro

cess

es

Pro

cess

es

HeterogeneityHeterogeneity

Change constantlyChange constantly

Scale explosivelyScale explosively

Transact securelyTransact securely

Anywhere, anytimeAnywhere, anytime

24 x 724 x 7

County of San Diego County of San Diego

Boston Police DepartmentBoston Police Department

State Teachers Retirement ( Ohio) State Teachers Retirement ( Ohio)

State of GeorgiaState of Georgia

Marquette UniversityMarquette University

Metro State CollegeMetro State College

City of Chicago 911City of Chicago 911

Pacificare of CaliforniaPacificare of California

City of Las VegasCity of Las Vegas

City of HoustonCity of Houston

Compaq Meets Mission Critical Compaq Meets Mission Critical RequirementsRequirements

TECHNOLOGYTECHNOLOGYDOES NOT DOES NOT HAVE HAVE POTENTIAL.POTENTIAL.

PEOPLE DO. PEOPLE DO.