HP Proactive Care - Need for Change

Transcription

1 HP Proactive Care Need for Change Customer Needs Proactive Care Positioning Which products are eligible Service levels What it delivers Benefits 1

2 HP Proactive Care - Need for Change Why are HP launching Proactive Care? Reactive support is no longer sufficient Environments are far more complex Increased collaboration with Independent Software Vendors (ISV s) ISV s such as VMware now play a key part in their support solution Key Stats: Unplanned downtime average is 105 hours per annum Proactive Care covers 90% of all unplanned downtime Every other call logged with HP could be avoided if firmware was up to date! 2

3 HP Proactive Care - Customer Needs Avoid Problems Help me keep my platform current Help me avoid identified problems What does my case history show? Advanced Technical Response Rapidly connect to solution specialists Manage my case from start to finish Hardware & Software Repair Fix my platform efficiently & cost effectively ISV products are key to my business Automation Secure technology to help me real-time 3

4 HP Proactive Care - Positioning Avnet resource Integrated Proactive & Reactive Services Foundation Care (Reactive Services) Hardware support Reactive hardware support Software support Reactive software support and software updates Support Plus Combined reactive hardware and software support Proactive Care Core A fixed set of technology enabled, remotely delivered, reactive & proactive deliverables for the open virtulised environment Highly Resilient Proactive 24 Service Packaged proactive service designed to improve your IT environment s stability, availability and operational effectiveness Critica Rapid ROIT Critical Advantage Optimize ROIT and realize the full advantage of virtualised technology running MC applications Rapid remote support GMCSC, choose from 3 reactive levels. Highly Available Critical Service Packaged MC service designed to minimize the business impact of downtime through robust proactive services, account management, rapid reactive support including 6hr CTR and access to the GMCSC. Insight Remote Support Advanced 4

5 HP Proactive Care - Which products are eligible? Enterprise Servers, Storage and Networks (ESSN) *All HPN- except Tipping Point Security, VCX Systems & IP Phones *All Storage (High end storage on-site TAM) 5

6 HP Proactive Care Choose a Service Level Service Levels HW - NBD, 24x7 or 24x7x6hr CTR (Defective Media Retention Available) + Software support and call escalation 6

7 HP Proactive Care What it delivers Direct Access to Advanced Solution Centre Single Point of Contact Advanced solution skills Rapid engagement of ISVs 7

8 HP Proactive Care What it delivers FW/SW Management & Best Practice Advice Remote Technical Account Managers delivery Firmware, patch and software update recommendations x2 Proactive Scan report x2 Quarterly Incident reporting x4 8

9 HP Proactive Care What it delivers Automation (Insight Remote Support Advanced ) 24x7 remote monitoring 9

10 HP Proactive Care - Benefits Resolve complex problems faster and more easily Up to 40% reduction in total problem resolution. Automated call logging, escalation into ISV s, links to ASC Reduce unplanned outages Every other call through to HP could be avoided if firmware was up to date Cost efficient solution With Proactive benefits Time Saving Up to 90% time saved tracking contracts & warranty status. Up to 85% time saved tracking asset configurations 10

11 HP Proactive Care - Benefits What opportunities are there selling Proactive Care? ISS Install Base/Opportunities Customers on Reactive Services Customers who did not purchase Mission Critical because of Cost Avnet resource 50 HP team members 20 HP Technology Services team members Number 1 HP TS Distributor in UK 11