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  1. O PTIMIZE HP Critical Advantage Speaker Name – Title Date

  2. Agenda • Challenges in today’s environment • Introducing HP Critical Advantage • What Critical Advantage can do for you • What customers say

  3. CIO challenges today Drive costs down Increase Innovation Security Support Rapid Change Implement New Technology Outsourcing Improve availability & performance Migration of MC applications Improve Efficiency Capacity Rapid ROIT Backup & Recovery Increase business relevance Virtualization & Cloud Achieve Service Level Agreements Increase quality of IT Services Reduce complexity

  4. Mission Critical Services Targeted assistance Comprehensive support Holistic support Targeted assistance:Proactive Select,including Priority Connect enhanced reactive incident support Environment level assistance: Critical Advantage, Critical Service & Proactive 24 (version purchased based on technology covered) Holistic support designed to meet your specific business critical IT requirements: Mission Critical Partnership Efficiency, performance, improved business ROI HP Confidential

  5. Moving Mission Critical applications to x86/Virtualized Environments Advantages Challenges • Cost savings • Potential for quick deployment • Rapid response to business changes • Achieving high availability and performance goals • Managing end-to-end support issues • Taking full advantage of server management tools 5 How do you realize the full potential?

  6. HP Critical Advantage Optimize your ROIT and realize the full advantage of the technology running critical applications in virtualized industry standard environments • Comprehensive infrastructure support for business critical IT • Flexible reactive support levels & proactive deliverables • Personalized support through assigned account team • Improve performance and Availability Comprehensive support solution designed to help you to reduce costs, improve performance and availability, and master complexity

  7. HP Critical Advantage ROIT COST End to End Infrastructure Support

  8. Critical Advantage, Assigned Team Single point of accountability…when every minute counts • Account Support Manager • Single point of accountability • Orchestrates all service deliverables • Develops and maintains Account Support Plan, delivers proactive services • Provides best practice sharing and knowledge transfer • Remote Support Account Advocate • Global Mission Critical Support Center lead • Knowledgeable regarding the customers environment • Oversees escalation management • Develops personalized reactive and proactive deliverables, including patching • Provides activity reporting and trending • Mission Critical Hardware Specialist* • HP Mission Critical Certified • Reactive and proactive hardware support • Coordinate repair & installation *assigned when you choose 6hr call to repair reactive support

  9. Flexible Break/Fix Support Solutions Match support to your business requirements • Minimize Downtime • Remote Monitoring of environment through HP Insight Remote Support • Access to HP Global Mission Critical Solution Center • Assigned Remote Support Account Advocate • Rapid call management and response handling • Risk reduction and continual improvement • Post incident analysis leadsto future incident prevention • Choose the level of reactive support you need • Match the criticality of the components in your environment, choose from : • 6 Hour Call to Repair • 24X7 4 hour onsite response • 13X5 4 hour onsite response

  10. Rapid Reactive support infrastructure Highest priority response and restoration for mission critical customers Global Mission Critical Solution Center • MC support team • Product competency • Business recovery specialists • ASM • RSAA Incidents immediately triaged based on business impact Level 2 and Level 3 resources • Critical Event Manager • Worldwide technical expert center • Specialist support orgs • SAP, Novell, Redhat, Microsoft, SUSE, etc Accelerated Elevation Remote Support Account Advocate Multiple points of access: IVR, web, email Dedicated MC response line Collaboration Mission Critical customer On-site field support MC hardware specialist MC parts pool Dispatch (Team and process) Mission Critical Support Teams Mission Critical Processes

  11. HP Insight Remote Support Advanced Proactive incident prevention Features Benefits • Single management console • 24x7 remote monitoring • Automatic event detection and logging • View incidents, parts details, contract details, self-repair videos • Data for proactive services • Availability tracking • Average incident resolution time reduced by 20% • Near 100% accuracy of diagnosis • Incident prevention • Improves productivity of IT organizations • Reduces operational costs Note: for HP Critical Advantage, Insight Remote Support is required as a minimum. Insight Remote Support Advanced is recommended for certain environments.

  12. Core proactive services Foundation for maximum performance and availability Network Server OS &Hypervisor Storage & SAN

  13. Flexible proactive services Focused services for MC X86/Virtualized Environments Network Server OS &Hypervisor Storage & SAN *Service credits are redeemed for Flexible Proactive Services; all Proactive Select services also available as Flexible Proactives, these are key examples

  14. Reactive components for each product in the supported environment includes: • MC Response Center with dedicated phone number • 24x7 SW support • Choice of HW support (6 hour CTR,24X7x4hr response or 13x5x4hr response • Enhanced parts inventory management (6hr CTR CA only) • Immediate Mission Critical Hardware Specialist dispatch (6hr CTR CA only) • Rapid connect for critical incidents • Accelerated escalation management Critical Advantage Deliverable Summary Assigned Account Team: Account Support Manager, Remote Support Account Advocate, Mission Critical Hardware Specialist (with 6hr Call to Repair) Core Proactive Services Flexible Proactive Services • Critical Advantage credits to select from: • Performance Tuning/Capacity Planning for Virtualized Environments • Mission Critical Application Migration Assistance for Virtualized Environments • Availability Optimization for Virtualized Environments • SW License Management and HW Asset Tracking • Power and Cooling Gap Optimization • Virtual Environment Security Review • Backup and Recovery for Virtualized Environments • Any activity on the Proactive Select menu • Custom ASM activities • Account Support Plan • Support Plan & activity reviews • Operational & technical advice • Remote Support Technology set up • Access to ITRC knowledge base website • OS, firmware and SW revision analysis • Virtual and Physical Technology Review

  15. Realize the benefits of Critical Advantage Rapid ROIT Increase innovation • Shift resources from firefighting to business focused projects • Take full advantage of technology advances and best practice sharing Drive costs down Improve availability and performance • Reduced unplanned downtime through proactive services and rapid incident support • Augment your staff with HP expertise in new technologies, service management, performance optimization Reduce complexity • Your single points of accountability (RSAA, ASM) • Advice and recommendations on HP tools and technologies Increase business relevance • Rapid ramp up, shorter time to production • Scalable price points, ability to target service levels

  16. What HP Mission Critical Services customers say

  17. Dallas Cowboys “Our on-site HP consultants were our linemen, our first line of defense. They knew that if they did their part right, everybody behind them would have the opportunity to be successful.” -- Pete Walsh, Head of Technology, Dallas Cowboys IT improvements Business Outcomes

  18. “HP expertise and technology have helped our IT staff switch its focus from 30% on innovation and 70% on operations to 80% on innovation and 20% on operations. That helped make this new stadium and its increased revenue possible.” Bill Haggard director of enterprise infrastructureDallas Cowboys

  19. AAR Corporation

  20. “We don’t have to wait on a phone to contact an engineer if we have a drive failure. They contact us, check the event log to make sure everything is as it says it is in HP Systems Insight Manager and fire off a drive to us. The technician comes and installs it, and we move right along. It works beautifully. Darren Shears, Technical Architect, Corporate Information Management Services Government of New Brunswick

  21. What IDC Says • Companies lose millions annually in lost productivity and business interruption due to downtime associated with mission critical systems. • HP Mission Critical Services is able to reduce the costs of delivering Business Critical IT by an average of 17%. • HP Mission Critical Services is able to reduce downtime by 70-75% typically saving companies $23,000 per 100 users annually. “The Business Value of HP Mission Critical Services” Randy Perry, Vice President Business Value Strategy, IDC Corporation, June 2010

  22. Outcomes that matter.