Post on 01-Apr-2015
©2010 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice
OP T I M I Z E
Speaker Name – TitleDate
HP Critical Advantage
– Challenges in today’s environment
– Introducing HP Critical Advantage
– What Critical Advantage can do for you
– What customers say
Agenda
Increase Innovation Security Support Rapid Change
Improve availability & performance
Improve Efficiency Capacity
Increase quality ofIT Services
Achieve Service Level
Agreements
Increase business relevanceBackup &Recovery
Migration of MC
applications
OutsourcingImplement
New Technology
Virtualization & Cloud
Reduce complexity
Drivecostsdown
Rapid ROIT
CIO challenges today
Mission Critical Services
HP Confidential
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
5
– 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
Advantages Challenges
How do you realize the full potential?
Moving Mission Critical applications to x86/Virtualized Environments
Optimize your ROIT and realize the full advantage of the technology running critical applications in virtualized industry standard environments
HP Critical Advantage
Comprehensive support solution designed to help you to reduce costs, improve performance and availability, and master complexity
– Comprehensive infrastructure support for business critical IT
– Flexible reactive support levels & proactive deliverables
– Personalized support through assigned account team
– Improve performance and Availability
HP Critical Advantage
Flexible Proactiv
e Services
Core Proactive Services
Mission Critical
Reactive Support
ROIT
COST
End to End Infrastructure Support
Single point of accountability…when every minute counts
Critical Advantage, Assigned Team
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
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
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
Match support to your business requirements
Flexible Break/Fix Support Solutions
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
Highest priority response and restoration for mission critical customers
Rapid Reactive support infrastructure
Global Mission Critical Solution Center
Dispatch(Team and process)
– Critical Event Manager
– Worldwide technical expert center
– Specialist support orgs• SAP, Novell, Redhat, Microsoft, SUSE, etc
Mission Critical
customer
Multip
le p
oin
ts of a
ccess: IV
R, w
eb,
em
ail
Dedica
ted M
C re
sponse
line
MC support team– Product competency– Business recovery
specialists– ASM– RSAA
Collaboration
Level 2 and Level 3 resources
Rem
ote
Support A
ccount A
dvoca
te
Incid
ents im
media
tely
triaged b
ase
d o
n
busin
ess im
pact
On-site field supportMC hardware specialist
MC parts pool
AcceleratedElevation
Mission Critical Support Teams
Mission Critical Processes
Proactive incident prevention
HP Insight Remote Support Advanced
– 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
Features Benefits
Note: for HP Critical Advantage, Insight Remote Support is required as a minimum. Insight Remote Support Advanced is recommended for certain environments.
Foundation for maximum performance and availabilityCore proactive services
OS &Hypervisor
Storage & SANServerNetwork
Account Management
Virtual and Physical Technology ReviewFirmware and Software Revision AnalysisRemote Support Solution
Focused services for MC X86/Virtualized EnvironmentsFlexible proactive services
OS &Hypervisor
Storage & SANServerNetwork
Performance and Capacity Analysis for Virtual Environments40 Credits
Virtualization Readiness Workshop for Critical Applications, 30 Credits
Availability Analysis for Virtual Environments, 35 Credits
Software License and Hardware Asset Inventory, 20 Credits
Insight Control Power and Thermal Monitoring, 40 Credits
Security Review for Virtual Environments, 30 Credits
Backup and Recovery Workshop for Virtual Environments, 15 Credits*Service credits are redeemed for Flexible Proactive Services; all Proactive Select services also available as Flexible Proactives, these
are key examples
Assigned Account Team: Account Support Manager, Remote Support Account Advocate, Mission Critical Hardware Specialist (with 6hr Call to Repair)
Critical Advantage Deliverable Summary
Core Proactive Services Flexible Proactive Services
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
– 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
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
Realize the benefits of Critical Advantage
– Shift resources from firefighting to business focused projects– Take full advantage of technology advances and best practice
sharing
Increase innovation
– Rapid ramp up, shorter time to production– Scalable price points, ability to target service levels
– Your single points of accountability (RSAA, ASM)– Advice and recommendations on HP tools and technologies
Reduce complexity
– Reduced unplanned downtime through proactive services and rapid incident support
– Augment your staff with HP expertise in new technologies, service management, performance optimization
Improve availability and performance
Increase business relevance
Drivecostsdown
Rapid ROIT
What HP Mission Critical Services customers say
Dallas Cowboys
IT improvements
Business Outcomes
Objective Approach Results
– Establish IT infrastructure that transforms spectator sports and advances growth of nation’s top athletic franchise along with its portfolio of 30 businesses
– Collaborate with HP Services consultants to plan, implement and smoothly transfer to virtualized infrastructure while building in-house expertise
IT improvements– Create ten-year road map and transfer within
eight months from ‘80s IT to state-of-the-art infrastructure
– Establish specialized support procedures and services to assure flawless event-day operations
– Enable a small staff to manage 250 servers and 200 storage disks running the stadium and 30+ businesses
– Free up IT team to craft new services that raise earnings and efficiencies
Business outcomes– Lower total cost of ownership by $1
million/year – Increase event-day earnings by 30% in first
year– Expand customer relationships and revenues
with customized services that engage and enthrall fans
– Capture intelligence to advance all Cowboys’ businesses
“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
“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
AAR Corporation
Objectives Approach Results
– Provide business units and employees with more reliable and responsive IT services
– Consolidate data center infrastructure to support growth and reduce power demand
– Improve infrastructure stability and performance
– Simplify administration
– Replace legacy platforms (including Sun Solaris) with HP BladeSystem c-Class:• HP Integrity BL860c
server blades with Intel Itanium processors running HP-UX 11i v3
• HP ProLiant BL460 server blade with Intel Xeon processor running Microsoft Windows Server 2003
– Implement HP Virtual Connect
– Employ HP Critical Support
– Doubled transactions per minute for employee portal
– Improved responsiveness and accessibility of business information
– Reduced server demand by 50 percent, supporting increased workloads
– Ensured greater availability of critical business applications
– Reduced total cost of ownership
“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
“The Business Value of HP Mission Critical Services”Randy Perry, Vice President Business Value Strategy, IDC Corporation, June 2010
– 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.
What IDC Says
Outcomes that matter.