Hewlett-Packard Support
  Service mission/target market
Support has become an increasingly important factor for prospects
investing in information technology.  HP's strong leadership and
innovation in the area of support provides a major advantage to the
selling process and to our customers' ability to optimize their
productivity.  While HP offers the most comprehensive set of support
programs, it continues to retain the flexibility and choices our
customers require.

Service offerings
Maintenance services

[Figure: System Support, Caption: none]

Multivendor services
Multivendor support is offered with several different options.  Standard
Support for Office Products services PCs, terminals, printers, disk
drives, monitors, plug-in boards, communication devices, and information
networks.  Custom Support for Office Products is designed for large
customers who have at least 300 PCs at one site and may require onsite
repair of both PC/Peripherals and PC/LAN products.  Custom Support for
Workstations is focused on customers with an install base of 25 of more
Sun workstations.  With both standard and custom multivendor support, HP
provides the capability to dial one, toll-free phone number to access
service and support for multivendor hardware and network products.

Professional services
HP's Professional Services Organization (PSO) provides consulting
services to assist customers in applying open systems technology for
improved productivity and a competitive advantage.

Examples of consulting services include:
o Information systems and technology planning
o Migration planning and assistance
o Application design for client/server environments
o Engineering and business modeling
o Solution designs and pilots
o Software development methods and tools
o Data, system, and network management
o System, network, and application optimization
o Project management

Through centers of expertise, HP's industry-focused consultants help
customers align their business goals with competitive, industry
standards, and IT strategies.  HP consultants apply practical, technical
experience, and advanced analytical design tools to assess information
technology needs.

Network support services
Hewlett-Packard offers a full array of services covering the areas of
planning, implementation, and operation.  These offerings are
supplemented by HP Education Services and are designed for multivendor
or HP-only networks.

Network Planning includes:
o In-depth needs assessment
o Logical and physical network design
o Future needs assessment
o Control of network costs

Network Implementation includes:
o Implementation schedule
o Network staffing recommendations
o Network procedures identification
o Network training recommendations
o Project management

Also available, Site Design and Implementation Service for customized
turnkey solutions.  Cabling Service for design and building of LAN
systems.  Startup Service provides assistance for the installation and
configuration of new or expanded multivendor networks and features
scheduling, coordination, network configuration, verification, and
documentation.  Relocation Services provides surveys of new locations,
handling and insuring of equipment during moves, verification, and setup
for proper operations.

Network Operations includes:
o 24 x 7 Real-time monitoring
o Centralized network expertise
o Status and performance reporting
o Change management

HP's Help Desk provides customers with comprehensive, multivendor PC
usage assistance for hardware and software, helping the end user to
identify and resolve multivendor problem resolution.
  HP's Staging and Distribution provides customers with installation-
ready multivender PCs, laptops, portables, and peripherals.  This
assures that installation ready and fully operational system are "rolled
out" to end-user locations.
  HP's Disaster Recovery Services provides safeguards against loss of
processing power from electrical failure, fire, flood, or any other
cause that might disrupt computer operations.  The first of two
components, recovering planning, provides consulting, planning
methodology, and training.  HP Backup, the second component, provides
access to a fully customized HP system for rehearsal of recovery tests
and results provided by HP.

Customer educational services
HP has first-class training facilities located in over 40 countries.
For large groups with specialized needs, HP offers both dedicated and
customized course delivery alternatives.  Both introductory and advanced
courses are provided for system managers, programmers, software
developers, and software application users.  Courses are available for
UNIX, MPE, and open systems.  HP consistently receives high scores from
customers and independent research firms for our training courses.

From Selling Against the Competition Competitive Binder, 5091-6465E,
  9301
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Hewlett-Packard Support