Data Center Infrastructure Management
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- Margery Alexander
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1 Data Center Infrastructure Management Helping IT Empower the Business Luis M Burgos, HP Services BDM Arrow, ECS
2 Proactive Care Advanced Presented under Non-Disclosure
3 A New Style of IT Driven by Four New Elements..But Linked to the Past Cloud Social Mobility Big Data New Style of IT Legacy Web 2.0 Client / Server
4 IT is the Business now Help the business grow and innovate IT Leaders must: Maintain peak performance as well as reliability and stability Reduce cost and maximize use of IT staff Partner with a service provider who can help them get the most out of their IT investment: Reduce IT costs and operational risk Drive business improvement Increase agility and responsiveness
5 Your Support Needs are Evolving too.. Achieving business outcomes with the New Style of IT Technology People Processes Connected products and analytics Hybrid IT deployments Cloud usage Mobility New skills Training and Certifications Tailored and flexible Managing the IT lifecycle Ecosystem of partners and service providers
6 You ve Asked for A local, assigned resource who knows me, my business, and my priorities My HP systems are business critical, help me keep IT stable, reliable, at peak performance If a system is down get me back up and running quickly
7 Support for the New Style of IT Personalized, Proactive, Simplified Support for converged infrastructure Environment support Foundation Care Keep my converged infrastructure running Proactive Care Prevent issues and get me to your best experts when there is an issue Proactive Care Advanced Dedicated resources to help maximize performance Datacenter Care Help me better operate what I have today and evolve to Hybrid IT Per Device Device or System/Solution Environment
8 Proactive Care Services Addressing YOUR concerns Reduce Risk: Proactive features prevent downtime by reducing problem causing mistakes* Tailored Reports with analysis, recommendations and advice Firmware/Patch Proactive scans for system health. Incident Reporting - failure trends. An enhanced call experience Rapid access to a Technical Solution Specialist Start to finish call management Exclusive Proactive care call center with decreased call volume and technically trained specialists. Customer decides severity and assigned immediately. * Requires installation and use of HP Recommended Connected Software
9 Get Connected and get back to YOUR Business!! Access the knowledge of thousands of experts through Insight Remote Support Prevent Problems Solve problems faster Stay informed and in control Up to 66% Less downtime Near 100% diagnostic accuracy 1 Single, consolidated view
10 HW & SW Support Features Rapid Response when Problems Happen Product Connections Enhanced call experience Problem Response Automatic call logging that automatically generates a case and notifies you Immediate, highly accurate diagnostics reduces problem identification time Automatic parts dispatch Provides data for Proactive reports Rapid connection to a technical solution specialist who handles your case from start to finish Enhanced escalation process Collaboration with 3 rd party SW vendors if SW not on HP contract Response centers backed by HP s global delivery and expertise Flexibility for each system component with choice of: NBD, 24 x 7 x 4, or 6hr Call To Repair Hardware Support Optional Defective Media Retention or CDMR 24 x 7 basic Software Support with Collaborative ISV call management Delivered by remote Technical Solution Specialists End to end call ownership Delivered by Onsite Customer Engineers Provides onsite repair if required. Customer Engineers with the appropriate skills are dispatched
11 Proactive Advisory Support Prevent Problems.BEFORE they Happen.. Proactive Scan Firmware Release & Software Patch Report Incident Report Twice yearly proactive scan with recommendations and advice Twice yearly firmware, patch & software assessment and update recommendations Quarterly incident trend reports to help identify configuration or environment issues The Technical Account Manager Review the reports, data analysis, and makes recommendations and advice
12 Introducing HP Proactive Care Advanced Enhanced, Flexible, personalized Support for your business critical IT Proactive Care Advanced Help me maximize performance and return on IT investment Assigned Account Support Manager - Personalized technical collaboration Flexible access to specialist skills to help optimize business critical IT Enhanced Critical Incident Management Proactive Care Help me prevent problems and get me your best experts when I have an issue Problem prevention Enhanced call handling Proactive Care Advanced incorporates and builds on Proactive Care
13 Proactive Care Advanced Helping IT and Business Achieve More Skills and best practice collaboration from specialist technical resources Help to maximize IT performance to get the most out of HP IT devices Get up and running fast when a device is down Get connected to stay informed, in control, and be more efficient
14 The new ASM for the New style of IT A trusted advisor to focus on your specific needs, challenges, and objectives A partner with IT and the business Delivers a highly positive experience and increased satisfaction Tangibly helping customers avoid problems and improve RoIT An on site assigned technical resource with broad multitechnology knowledge An assigned, field-based, account advocate Backed up by deep technical expertise, both local and remote experts Focused on: customer collaboration, operational best practices and a broad technical knowledge ASM = A trusted advisor focused on your specific needs, challenges, and objectives
15 Proactive Care = Comprehensive Support HP Server and Storage solution Proactively helping customers Customer solution: HP 3PAR storage, Enclosure with Blades and HP Switches Personalized: An Assigned Account Support Manager Reports with analysis and recommendations to keep up-to-date for firmware/patch and Proactive Scan (health check) management Customer needs: Assigned Support Manager Consistent system monitoring and proactive notification Proactive patch / firmware management Performance management Proactive: Connecting products to HP: configured and automated alerting setup Best practice and technical advice Account management focused on customer goals Simplified: Achieve peak performance Firmware updates and revisions managed Configuration and best practice advice
16 HP Proactive Care Advanced will help you Reduce cost and maximize staff utilization Dedicated support resources Flexible access to specialist skills Operate at peak performance Personalized, proactive problem prevention Enhanced critical incident management Get the most from your product investment Optimize your IT Control and manage your IT proactively and easily You expect the same innovation and best-in-class performance from support as from technology Your IT staff has more important business priorities beyond the daily management of maintenance
17 HP Proactive Care WII-FM Enhanced call experience & escalation process Resolve problems fast with a Technical Solution Specialist who owns your issue to resolution Efficiently support Industry Standard technology with HP remote support tools Reduce unplanned outages by 66% with proactive reporting and expert advice* Annual savings of $112,000 /100 users / year* Speed ROI, improve efficiencies and free IT staff to focus on innovation Increase customer satisfaction and loyalty up to 95% *IDC White Paper Sponsored by HP & Intel, The Business Value of the HP Proactive Insight Experience, Doc# , March, 2013
18 HP Critical Service
19 HP Critical service Minimize the business impact of downtime and mitigate risk Dedicated account team Helping to Proactively minimize downtime risk Reduce operational costs Implement best practices Manage change and complexity Best Practices Holistic Based Delivery Specialized technical expertise Proactive problem prevention
20 HP Critical Service Help mitigate business risk, increase ROI, and improve business and IT performance Reduce business risk through improved availability Proactive support across your IT infrastructure Access to an assigned team of HP specialists Business collaboration, operational & technical advice Change anticipation and change planning Increase return through operational cost avoidance A single point of accountability across Infrastructure Real-time monitoring of your environment s stability Direct connection to technical specialists Rapid dispatch of hardware specialists Improved business and system performance Leverage HP expertise to perform key IT functions Free your staff for strategic value-added activities
21 Choosing HP Proactive Care Advanced or HP Critical Service HP Proactive Care Advanced HP Critical Service (CS) For Business Critical Converged Systems, Servers, Storage & Solutions For Integrity, XP and NonStop Builds on Proactive Care value Leverages our Mission Critical experience Right content for converged technologies Technology based delivery with assigned ASM Flexible content Single SKU per device, easy attach Traditional HP Mission Critical offer Designed for traditional IT infrastructure Assigned account teams, manual delivery Highly defined deliverables More complex to quote and explain Available for existing CS customers
22 We didn t expect to have a single point of contact at a company as large as HP, but it makes it much easier to get answers and feel like a valued customer, It s like we have another set of eyes working with us, and his familiarity with our business helps us make sure our support services are aligned with our IT objectives. Dominic Leeson, Group IT operations manager for Peel Ports Group
23 In Conclusion..
24 Consider This. What are your company s business success factors? How long can your business afford to be down? How do you protect your company s IT environment from reactive incidents? How well do you manage and maintain interoperability and compatibility across multiple server and storage devices? What kinds of efficiencies and cost savings could your company gain by implementing ITIL best practices?
25 We are here to help you.. Bringing the New Style of IT to Life Next generation HP Services, global capability & expertise Professionals who meet HP s highest standards Solutions for the entire IT lifecycle The services The expertise The results
26
27 Thank You
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