HP Mission-Critical Services

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1 HP Msson-Crtcal Servces Delverng busness value to IT Jelena Bratc Zarko Subotc TS Support tm Mart 2012, Podgorca 2010 Hewlett-Packard Development Company, L.P. The nformaton contaned heren s subject to change wthout notce

2 HP Msson Crtcal and Techncal Servces Key Benefts Avod Downtme Integrated proactve & reactve support Proactve preventon of servce degradaton/outages Avodance of repeat ncdents ICT Performance and Tunng Clusterng Improve IT Servce Qualty IT Best Practces for Processes and Performance Reduce Cost of Operaton IT Best Practces for enhanced operatonal effcency & aglty

3 HP Msson-Crtcal Servces A comprehensve approach ncludng people, process and technology Msson crtcal customer support team Partners A holstc approach Proactve onste support Prorty Recovery Proactve remote support technology

4 Msson-Crtcal Customer Support Team when HP acts proactvely to gve me good deas and tell me how I can do thngs better Experence & expertse 5,000 traned hgh avalablty experts ITIL/ITSM expertse through ITIL masters certfcaton program 73,000 servces professonals n 170 countres Open envronment technology expertse Consstent 90%+ customer satsfacton ratng across thousands of MC customers What we do Understand your ssues and envronment Develop support and servce mprovement plans Provde process and techncal advce and support IT Servce Management consultng Manage and escalate problem resoluton

5 Proactve Onste Support a full servce support partner whose experts can help wth performance, change management, and other prorty techncal needs not just break-fx HP uses Servce Management best practces to drve servce qualty Incdent Management Problem Management Servce Asset and Confguraton Management Change Management Release and Deployment Management Servce Level Management Avalablty Management Improve qualty of IT servces Decrease IT operatng costs; based on ndustry best practces Optmze Processes and procedures Enhance customer satsfacton Increase flexblty and aglty Clearer algnment of IT capabltes wth busness strategy Capacty Management Techncal Management Some of the ITIL v3 Processes and Functons HP can assst

6 IRSA for Msson-Crtcal Support Deployment and Enttlement Management Console Software Updates Contract & Warranty Database Remote Montorng Integrated wth HP Systems Insght Manager Internet Internal External Secure Internet Connecton Support Center and Proactve Servces Problem Analyss Streamng Meda, Self- Help Support Remote Confguraton Collecton Customer Servce Portals HP

7 The HP Msson-Crtcal Support Experence Movng Beyond Indvdual Incdent Support Standard Break Fx Servces Indvdual ncdents Next Avalable Resource I I e e Msson Crtcal Servces Your named account team Consstent experence Indvdual ncdents vewed as part of collectve envronment knowledge Incdents trgger proactve delverables that can prevent further ncdents Global Msson Crtcal Support Center RSAA Customer e E e E e I e I database

8 Msson-Crtcal Servces partnershps A few of our partnershps nclude: HP ranked #1 Overall Satsfacton wth Support Servces Contract by Servce Provder IDC beleves HP s support servces ecosystem wll contnue to be very strong, and that addtonal ntegratve proactve tools and utltes could be a natural evoluton of ts current offerng (IDC Customer Satsfacton Study: Top Performers n Enterprse Software Support Servces, March, 2010)

9 Msson-Crtcal Portfolo

10 HP Support Portfolo Flexblty to meet customer support requrements Msson Crtcal Partnershp Holstc soluton provdng ncreased operatonal effcency, through dedcated msson crtcal support, flexble combnaton of hardware & software reactve support and proactve assstance tuned to specfc customers needs. Support for both HP & non-hp equpment Proactve Select Flexble way to purchase proactve servces (e.g. performance analyss, health checks) Complements your choce of reactve servce level Hardware support Reactve hardware support Sell wth Reactve Servces Software support Reactve software support and software updates Support Plus & Support Plus 24 Combned reactve hardware and software support Integrated proactve & reactve servces Hghly Reslent Proactve 24 Servce Packaged proactve servce desgned to mprove your IT envronment s stablty, avalablty and operatonal effectveness Insght Remote Support Rapd ROIT Crtcal Advantage (ISS) Optmze ROIT and realze the full advantage of the technology runnng MC applcatons n vrtualzed ISS envronments. Rapd remote support GMCSC, choose from 3 reactve levels. Hghly Avalable Crtcal Servce Packaged MC servce desgned to mnmze the busness mpact of downtme through robust proactve servces, account management, rapd reactve support ncludng 6hr CTR and access to the GMCSC. Deployment & Implementaton Servces Data Center Servces Assessment Servces Network Servces Storage Servces Educaton Servces

11 Proactve Select Purchase credts and obtan techncal expertse when needed Servers and OS Operatng System Patch Analyss Server Frmware Update HP BladeSystem Matrx Frmware Update HP BladeSystem non-matrx Frmware Update HP Vrtual Connect and Vrtual Connect Enterprse Manager Remote Specalst Advce Network Proactve Notfcaton of Crtcal Network SW and FW Problems Network Asset Report Storage & SAN Data Mgraton Open Systems Data Protector Frmware Assessment Storage and San Frmware and Software Analyss and Management Performance and Capacty Assessment for P4000 Assessment Servce for SANs Prorty Connect Prorty Connect Annual Fee Prorty Connect Incdent Prorty Connect Call Reportng Prorty Connect Support Actvty Revew Software SAPS Meter PLUS Servce Hypervsor Patch Notfcaton HP Health Check for VMware Vrtual Servers VMware Server Vrtualzaton Remote Specalst Advce Envronment Educaton Credt ITSM Assessment for Vrtualzed Envronments HP Insght Remote Support Advanced Dscovery and Actvaton for Envronmental Addtonal Devces Comprehensve Thermal Assessment Complements all foundaton support offerngs Note: The servces lsted are examples of over 150 avalable servces wthn Proactve Select Proactve Select complete lst s at

12 HP Proactve Select for HP ProLant Servers Optmze performance and avalablty of your servers through smplfed, up to date patch and frmware management. 60 credt recommendaton for 6-10 servers Qty 1 System Health Check (remote) (5 credts) - Provdes a techncal assessment for one server to dentfy securty, system performance, and avalablty problems. Delvered remotely. Qty 2 Server Frmware Update Recommendatons (10 credts each update = 20 credts) - Revew of server frmware updates and servce notes, provdes recommendatons. Covers up to fve servers or server blades runnng the same operatng system/operatng envronment. Covers ISS servers, Integrty and HP9000 servers. Servce actvty provdes frmware update recommendatons only. Qty 4 Operatng System Patch Analyss (5 credts each analyss = 20 credts) - Provdes a patch analyss for two types of operatng system: HP-UX, Wndows, Red Hat Lnux, SUSE Lnux. Twce per year. Customer-defned Actvtes (15 credts) - Examples: System admnstraton assstance, addtonal patch analyss or frmware updates. We recommend addng the approprate level of break/fx support 12 7 May 2010

13 Q & A Jelena Bratc, Zarko Subotc,

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