2. Agenda
• The Demands on Today’s IT organisations
• The Full Mission Critical Experience
• Why HP?
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3. Today’s Demands on IT Organisations
• Provide a foundation of stability and
adaptability to enable fast and effective
organisational change
Improve agility
Optimise cost Minimise risk
• Reduce or eliminate the cost of
downtime • Improve business continuity
• Optimise cost through proactive and security
design and ongoing monitoring • Meet regulatory and
compliance requirements
Increase quality
• Improve availability, security and performance
• Implement continual Service Improvement Plans
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5. HP Delivers the Full Mission-Critical Experience
Resilient Protect
Partner Secure
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6. 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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7. Technology Services: We make technology work, so business works
Customers in of the Designed square feet of data
centers and greenfield data centers
Linux trained professionals
Highest Mission Critical Customer Loyalty:
high availability experts
Microsoft trained professionals Support available:
network infrastructure & voice professionals • , 365 days per year
• Covering time zones
• In languages
Supporting SAP users in 54 • HP presence in countries
countries across all industries
Mission Critical Partnership customers with
37,000 systems
Delivered SANs worldwide Installed base of customers
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9. GMCSC – Keeping Business Working, Meeting Business Goals!
People Make the difference
• Account Support Manager
• Remote Support Account Advocate
• Mission Critical Hardware Specialist
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
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10. HP CAN SIMPLIFY YOUR SUPPORT EXPERIENCE
BY BECOMING YOU PRIMARY SERVICE PROVIDER
Aggregation Consolidation Integration Optimisation
Amass multiple contracts Consolidate key processes Link key service Continue to identify
into a single acquisition and measurements within processes, people, operational efficiencies,
with stronger purchasing service functions, systems and business responsiveness and
power eliminating costly overlaps drivers performance, build
and redundancies continual improvement
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11. 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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15. The World’s Leading IT Services
Start the conversation at a higher level and probe for customer needs
around new cloud technologies
• HP Transformation • Detailed IT and For Integrity
Experience facilities and Data • Critical Service
Workshops; cloud, center design • Proactive 24
data center, converged • Support Plus 24
infrastructure • Smooth migration and For x86
speedy deployment • Critical Advantage
• As-is and future WHAT”S NEW
solution concept • HP Collaborative Support
development for other vendor’s OS
running on HP x86
•6000 high availability
Support available: •Support 1.7 million SAP
Leading Highest Mission Critical experts
users in 54 countries all
Consulting Customer Loyalty: • 24Hx7, 365 days
industries •16,000 Microsoft
Services* per year
trained professionals
•4,051 mission critical
• Covering 24 time
customers with 86,904 •5,000 network
zones In 30+
languages in contracts infrastructure and
countries professionals
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16. 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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17. New Always On TS Support Portfolio
Personalized, Proactive, Simplified
Discrete System Environment
Support Support
Foundation Care Proactive Care Datacenter Care
Keep my systems running with Fix things before they break. Customize my support to
minimal downtime. Keep my systems up-to-date. address my unique business
Give me direct access to your needs.
Reactive Support for hardware and software, best people.
Collaborative Support Flexible and customizable, high-touch,
Direct access to advanced technical skills, Technical named resources, enhanced call experience,
Account Manager, automation required; multiple Primary Service Provider, multi-vendor support,
hardware and software support levels, proactive environment pricing
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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18. Why Customers Appreciate the Value of the GMCSC
“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
