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Datacenter Care

Datacenter Care. Presenter Name : Date:. Today’s Agenda. Datacenter Care. Revolution in Support Services HP’s Point of View Datacenter Care structure and benefits. Storage. Data centers converging, increasing demand driving more to the cloud. Business Users. Developers. Individuals.

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Datacenter Care

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  1. Datacenter Care Presenter Name: Date:

  2. Today’s Agenda Datacenter Care • Revolution in Support Services • HP’s Point of View • Datacenter Care structure and benefits

  3. Storage Data centers converging, increasing demand driving more to the cloud Business Users Developers Individuals Servers Network Power & cooling Traditional Public Private Management software

  4. Old World New World Old world support vs. new world support • Who are You? • IT Sprawl and Finger-Pointing • Forced Trade-off between high-touch (at high-cost) & low-touch (at low cost) • Reactive • Lock-In/Limited Choice • Know ME and let me get my support when, where and how I want it • Make your support offering straightforward and provide a single point of contact • Get me to your best people fast • Anticipate problems and resolve them proactively • Support more than just hardware, support integrated platforms or better yet, my complete environment

  5. Our Point of View Revolutionary Support in a Changing IT World In today’s ever changing world of IT, your support should be: • Personalized: Your vendor knows you and offers support when, where and how you need it. • Proactive: Leveraging products, tools and technology to avoid problems and optimize performance. • Simplified: Straightforward support choices and a single point of contact throughout the support experience. So you need to ask the question…If your IT environment is changing, shouldn’t your Support Experience change too?

  6. So what do We Believe? Revolutionary Support in a Changing IT World • We believe • you need a direct connection to experts anytime anywhere. • routine problems should fix themselves. • getting the most performance from your systems is not just your problem. • you want push-button simplicity from your technology and support. • you have more important things to do than patch management. • you want a choice in who delivers your best in class support. • in continuously giving more value from your support services, for less. • you deserve a superior customer experience HP SUPPORT EXPERTS and HP ServiceONEPARTNER EXPERTS LIKE ROLF SCHUMACHER ARE ALWAYS ON. SO ARE THEIR CUSTOMERS.

  7. Datacenter Care HP’s most flexible support service offering A unique support experience based on what matters to Customers Converged Infrastructure Attributes… Amplified by these Support Experiences + = • Virtualized • Resilient • Open • Orchestrated • Modular • Personalized • Proactive • Simplified • Agility • Choice • ROI

  8. Datacenter Care Structure Based on unique Customer needs… leveraging the best of HP Datacenter Care Building Blocks HP & Multivendor Installed Base & New Products Relationship Management Enhanced Call Handling Result: Fully customized support solution to meet Customer needs Priced based on need & usage Special Datacenter Care Configuration & Pricing Tool Environment Wide Entitlement Lifecycle Event Services Solution Specific Playbooks Reactive Support • Hyper Scale Service Provider • High Performance Computing • Others • Multivendor PSP • Traditional Enterprise • Cloud Computing Consulting & Custom Services

  9. Datacenter Care Create a unique Customer experience Relationship Management Assigned team of experts who understand & deliver your business & IT needs Enhanced Call Handling Direct access to specialist technical experts who own problems end-to-end Environment Wide Entitlement One contract for anything in your environment Lifecycle Event Services Comprehensive best practices & services when and where you need

  10. Relationship Management Datacenter Care Relationship Management Account Support Manager Your assigned local HP technical liaison who is dedicatedto understanding your business so they can provide the best advice on how to reduce cost, increase efficiency, mitigate risk & drive operational improvement throughout the IT environment Technical Account Manager Your assigned technical expert whose job is to know your IT environment, ensure it stays running 24*7 and manage all incidents end-to-end for the fastest possible resolution Datacenter Hardware Specialist Your onsite hardware engineer highly trained & certified to repair systems in fastest possible timeframe and understand your IT setup

  11. Enhanced Call Handling Datacenter Care Enhanced Call Handling • HP’s best call experience tailored to the needs of each customer, engaging appropriate HP technical experts as required • Higher-skilled remote support & escalation/elevation • Rapid Response to Critical Hardware and Software Incidents • Accelerated Escalation Management • Remote hardware & software incident diagnosis and support

  12. Environment Wide Entitlement Datacenter Care Environment Wide Entitlement • Existing/new equipment covered by Datacenter Care without explicitly adding those devices to a contract • Deliverables are individually sized and priced depending on the customer’s specific needs – not per device pricing • Devices can have any level of reactive & proactive support • Primary Service Provider support for Multivendor environments

  13. Lifecycle Event Services Datacenter Care Lifecycle Event Services Improve Think Design Implement • Manage Strategic Decision Making Design and Planning Installation and Deployment Operational and Optimization Services Training “I know my IT strategy. Help me design the solution and create an implementation plan in the context of my existing environment and business strategy.” “I know my IT strategy. Help me design the solution and create an implementation plan in the context of my existing environment and business strategy.” “I have a detailed solution and an implementation plan. Help me deploy and integrate it into my environment, reducing disruption, minimizing future maintenance.” “My environment is up and running. Help me ensure I get the most value out of it.” “Help me train and keep my IT staff up-to-date with the latest technologies, techniques and IT Service Management best practices.” A comprehensive, customer centric, end-to-end portfolio to help you through the technology lifecycle

  14. Datacenter Care delivers great support experiences

  15. Datacenter Care benefits The support evolution continues… and HP is leading the charge • Delivers on what matters to you: Aligned investment to business and IT goals where and when you need it • Mitigate risks to business disruption: Intimate knowledge, fastest resolution, higher performance, availability & optimization at environment level • Peace of mind: Best in class support solution, using industry best practices, specialist resources & tools for both HP & Multivendor products • Easy to buy, easy to own: Fully flexible end to end support solution purchased at a competitive price point. Easy to add or change. Single contract, personalized experience through assigned team

  16. HP + HP Partners = Unmatched Value Partner HP + • Single point of contact for the customer • Integral part of delivery system • Increased account control and customer loyalty • Proven experience and expertise • Investment in intelligent solutions • Efficient and cost-effective delivery methodology Customer • High-touch yet most cost effective care customized especially for my IT environment • Better internal IT resource management to enhance focus on strategic initiatives • Scalable approach to address requirements within constrained budgets

  17. Why HP Global Expertise Available Locally • HP presence in 170 countries • Customers in 90% of the Fortune 100 • Global Network of over 150,000 Partners • Over 13500 ITIL certified professionals • 1,600best practices for service improvement • Trained 100,000+ IT professionals in ITIL/ITSM • 23,000Microsoft trained professionals • 90+% customer satisfaction among HP Mission Critical customers • 6,000+ high availability experts

  18. For additional information Visit: http://www8.hp.com/us/en/business-services/index.html#/page=1&/facet=Support%20Services&/sort=csdateweblaunch|DESC&/cc=us&/lang=enafter March 14, 2012

  19. Q & A

  20. Appendix

  21. Thank you

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