Power Tools 1993 October

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Text File | 1992-10-26 | 31KB | 684 lines

Hewlett-Packard Company Company Statistics Company: Hewlett-Packard Company Location: Palo Alto, California Founded: 1939 CEO: Lew Platt 1991 Revenues: $14.5 billion 1991 Service Revenues: $3.047 billion Service Employees: 16,200 (est.) Products Computers; graphics equipment; printers; communications equipment; disk equipment; magnetic tape equipment; memory; terminals; data collection equipment; monitors; teleprinters; scanners; controllers; PC boards; micro accessories; media/supplies; power equipment; software; network processors/management; LAN products; modems; multiplexers; data communication support equipment; bridges; routers; and switches. Service Mission/Target Market Support has become an increasingly important factor in our customers decision when choosing both a vendor and a system. HP's strong leadership and innovation in support provides a major advantage to the selling process and our customers' ongoing satisfaction with HP. HP's support capabilities offer customers not only a set of programs to fix problems, avoid disruption, and improve productivity, but also a way to ultimately strengthen their competitive advantage. Service Offerings MAINTENANCE SERVICES System Support System Support offers HP customers solutions for workstation, multiuser systems, and PC's. The program is designed to offer customer's the full range of HP's contractual support offerings from minimal levels of support to customized support solutions. System Support is a framework that offers customers a tailored solution of standard and custom contractual support capabilities that is friendly, easy to understand, buy, manage, and use. System Support is designed to provide the HP Field Organization with a framework for selling and managing the on-going contractual support business. Two significant changes from Comprehensive Maintenance Services have been made for the August `92 introduction of system support. First, the Comprehensive Maintenance price adjustment will not apply to System Support due to the focus on the installed base and renewals. Secondly, auto-add will not be a marketed feature of the program. Both of these features are being temporarily removed to ease the field implementation burden. They will be considered for reinstatement in the future. The seven solution sets are (see Table 1 below): o Hardware support only o Software updates o Software assistance and software updates o Software updates and hardware support o Software assistance, software updates, hardware support and network support, as appropriate o Personalized support, software assistance, software updates, hardware support and network support, as appropriate o High-End support, personalized support, software assistance, software updates, hardware support and network support, as appropriate By using the System Support framework, HP can recommend the appropriate level of network support to the customer, and present a simple support quote with network support integrated into the package. Customers buying System Support solution will see a single price for the System Support contract. Previously there were four network support products HP NetAssure, HP PC- LAN Support, HP Network ResponseLine, and HP Network Comprehensive Maintenance. Now with System Support, there is only one network support product. It is offered with all System Support solution sets that include hardware and software assistance. The network support capabilities are the same as Net Assure: network fault isolation, multi- vendor problem management, and customer network documentation. There is a clear migration path from the four products to network support. Now all you have to remember is network support. HP SYSTEM SUPPORT OPTIONS Program Structure Four basic Support Options, containing both hardware and software support, have been defined. These options will provide System Support coverage for systems, along with associated peripherals and applications. The Support Options provide combinations of hardware and software support for systems, peripherals and stand-alone software. The support deliverables are equivalent to those of the former SuccessLine (next day and priority response) and ResponseLine/BasicLine software support services. Two installation options have also been defined to provide installation, configuration, and verification of systems, devices and/or networks. System Support Options Descriptions Option 0S2 Option 0S3 Software assistance Software assistance License to use SW updates License to use SW updates Updates* Updates* Electronic Access Electronic Access Next Day on-site repair 4 hr. on-site repair Option 0S0 Option 0S1 License to use SW updates License to use SW updates Updates* Updates* Electronic Access Electronic Access Next Day on-site repair 4 hr. on-site repair *One copy of media and documentation updates with each media and documentation product offered. Option 0S4 provides installation and network configurations for products whose purchase price does not include installation. Option 0SZ provides installation and network configurations for products that include HP installation in the product price. Features and Benefits It is now much easier for customers to do business with Hewlett-Packard. Longer systems warranty and comprehensive support services, available for sale at the time of product purchase, combine to meet the customer's basic support needs, and deliver competitive cost of ownership. Several significant sales barriers have been removed. HP now offers a one-year warranty, not only will selling support be easier, sales reps will be compensated for doing it. This new program s gives sales reps a significant sales advantage. The new CSO warranty, combined with the introduction of System Support Options, creates new opportunities for the SSO. New customers will be coming to the SSO via the Support Options, offering the SSO an opportunity to prove the value of HP support. Deliverables o SSO o Next Day or 4 hr. on-site repair (see Table 1) o SW support (see Table 1) o Installation and network configuration o RCO o Software Assistance (see Table 1) MULTIVENDOR SERVICES Hewlett-Packard has been delivering its distributed network products since 1973 and interconnecting multivendor systems through international standards since 1981. Multivendor support is primarily offered as: o Standard Support for Office Products: HP offers multivendor support as part of HP SuccessLine. Multivendor products serviced under HP's agreement include PCs, terminals, printers, disk drives, monitors, plug-in boards, communication devices and information networks. Equipment is supported from a wide variety of vendors such as Apple Computer, Compaq, IBM, Olivetti, Epson, Okidata, Novell, 3Com Corp., Toshiba, among others. o Custom Support for Office Products: To accommodate unique customer needs in the multivendor area, HP offers the Multivendor Custom Support program. This program is designed for large customers who have a least 300 PCs at one site. For these customers, HP can customize a multivendor support solution to include on-site repair of both PC/Peripherals and PC/LAN products. o Custom Support for Workstations: Multivendor UNIX workstation hardware support is offered under the Multivendor Custom Support program. Currently, the program is focused on Sun Workstation hardware support and is intended for customers with an installed base of 25 or more workstations. HP can customize a support program to include ongoing repair of workstations and peripherals. HP offers a wide range of UNIX System training courses applicable for customers operating the HP-UX, Sun/OS, ULTRIX, AIX, or any other major UNIX Operating System. Topics include: fundamentals, shell programming, system calls, C programming, and modify programming. With both standard and custom multivendor support, HP provides the capability to dial one, toll-free phone number to access service and support of specified multivendor hardware and network products. Multivendor support is delivered worldwide by over 400 HP service locations and backed by its Response Center network. Customers requiring hardware support for multivendor products call an 800 number into centralized call management. Customer Engineers are then dispatched to resolve the problem. HP Network Support Affiliate Program To enhance HP's delivery of Multivendor and Network Support services, HP has developed relationships with key companies in the networking arena. Under the program, HP and affiliate companies agree to cooperate in providing single point of contact support for their mutual customers and to cooperate in resolving network problems. Multivendor support is targeted at established HP Fortune 1000 customers that have a majority of standard HP products and a large quantity of a few non-standard products. HP's support quality, worldwide presence, network expertise, customized solutions and the ability to provide an integrated support package demonstrates HP's value added to major and target accounts. Pricing for HP's multivendor support is based upon standard services and service levels, as well as the term of the contract (one year to multiple years). Customized pricing (specials) is necessary if support is requested beyond standard levels and services, such as hours of coverage Multivendor support is sold primarily through HP's direct sales channel. With HP's newly announced Dealer Premier Support Program, multivendor support is also available through resellers. Under the Premier Support program, resellers can obtain multivendor support on a referral option or subcontracting option.. Resellers who want to refer customers to HP for their support needs collect a referral fee. Resellers who want more account control can subcontract to HP, leveraging HP's support capabilities. These dealers receive discounts on HP support. HP believes the competitive advantages of its multivendor support services are its highly trained field service organization, focused Response Center resources, experience in maintaining a large and diverse product base, a worldwide parts inventory, a broad offering of support services, and above all, quality. Standard multivendor service support is limited to office products at this time, and is viewed as the foundation for total solutions in the face of increasingly complex multivendor and open systems environments. PROFESSIONAL SERVICES HP's Professional Services Organization (PSO) provides consulting services to assist customers in applying Open Systems technology for improved productivity and competitive advantage. A consultant works with the customer to understand their business environment and identify opportunities to apply technology and solve business problems. The PSO uses a proven approach to guide a customer through the process of moving to an open systems environment. 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 our 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 your information technology needs to develop open customer support. NETWORK SUPPORT SERVICES Hewlett-Packard offers a three-pronged network support portfolio targeted at different life-cycle stages of managing a network: Planning, Implementation and Operation. This offering is supplemented by HP Educational Services. HP's network services portfolio is designed for multivendor and HP-only networks. Services that HP cannot provide internally may be subcontracted, with HP assuming overall responsibility for service/support call and contract management. Network Planning HP ConsultLine Provides detailed analysis of customer's current and future needs for new or expanding networks. The HP Network Consultant prepares a customized network strategy tailored for specific business needs. Features include: o In-Depth Needs Assessment: Based on interviews with organization members to establish recommendations based on requirements including reliability, performance, security, capacity, flexibility and cost. Results, including a network topology, are presented in a Network Requirements and Design Analysis Report. o Logical and Physical Network Design: Includes design goals and methodology, design overview, network diagrams, description of components, and financial estimates. o Future Needs Assessment: Provides customers with a plan for growth and enhancement of current network capabilities. o Control of Network Costs: Planning services for efficient cost management in the areas of data communication, hardware and software, network downtime, network support, user productivity and network-related overhead. Network Implementation HP ConsultLine Network Implementation consulting is a customized service that helps customers plan for integration of a new or expanded network into existing business operations. Features include: o Implementation Schedule: Involves two phases: on the macro level, with major project phases and milestones, and resources (people, expertise, budget, equipment, tools, facilities) needed at each level. On the detail level, it identifies major implementation activities and dependencies between them, length of time for each activity, responsible organization and time frame. Also, it discusses implementation activities such as migrating users from the current system/network, planning new facilities, and putting in place network staff, procedures and training. o Network Staffing Recommendations: Describes necessary operations and technical support personnel in each location, and their responsibilities and tasks. Background and experience for each job is included. o Network Procedures Identification: Identifies network operations and control procedures needed for successful internal support and management of the network. These include: routine procedures, internal support procedures, and network security procedures. o Network Training Recommendations: Recommends the appropriate training for users and operations staff. Jobs specified include network manager, network operator, and MIS personnel. Training is available on topics such as LANs, WANs, HP-UX networking, network management, network design, and multivendor networking. o Project Management: Manage the implementation of the network solution. Site Design and Implementation Services HP Site Design and Implementation services are customized non repair services that are focused on optimizing the customer's computing environment. HP brings to bear its reputation for quality and breadth of customer support in delivering turnkey solutions with one vendor responsibility. Cabling Service HP Cabling helps design and build the LAN system. With this service, HP provides single-vendor responsibility for the design and implementation of the cable infrastructure. HP Cabling service can provide an entirely new cable system or add new cable to an existing network. HP Cabling can be scaled to fit a customer's network technology and size. Specific features include: o Cable requirements analysis o Cable design and installation o Cable testing o Cable documentation o Multiple site coordination WireTesting Service Tests suitability of twisted-pair cable for use with 10 Base T networks. It can potentially save customers money by preserving all or part of the investment in existing building wiring. Start up Service Provides assistance for the installation and configuration of new or expanded multivendor networks. HP Network Startup Service results in a simplified service interface, rapid and high quality network implementation, and enhanced ongoing supportability. Features include: o Scheduling and Coordination: Provides schedules identifying tasks, resources and time frames, including critical path activities and contingency plans. Coordinates all installation activities of HP, customer and third-party vendors. o Network Configuration: Includes configuration of Hewlett-Packard's equipment and coordination with other vendors to define configuration parameters for their equipment. o Network Verification: All connections are tested to ensure proper operation after installation. Any problems are isolated and HP then works with the customer until they are resolved. o Network Documentation: Includes network map, configuration information and a list of support contacts. Relocation Services HP's Relocation provides full management of relocating existing equipment for our customer, leaving their staff free to focus on the companies operations. The service includes the following: o Where required, complete site survey of the customer new locations, with recommendations regarding computing environment conditions. o Professional handling of and fully insures the customer's equipment during the move. o Verification of the arrival of the customers equipment and its proper operations. Computing Environment Preparation HP offers an extensive set of capabilities that are customized to meet our customers particular circumstances. From implementing a specific recommendations to designing and constructing a fully equipped computer room, HP will use its experts to deliver the service. Network Maintenance and Operations Integrated Support for Network and Systems Operations The integrated support capabilities described below are an important part of HP's strategy to capture support opportunities in the open systems market. The services within HP Integrated support include, HP Network Operations, HP Help Desk and HP Staging and Distribution. Network Operations HP Network Operations are a set of capabilities which provides customers with flexible, secure network operations of their wide area or internet LAN data networks. Whether located on a single site or distributed around the globe, customer networks can be effectively operated on a full-time basis. Features include: o 24 x 7 Realtime Monitoring: Using advanced network management tools, HP provides round the clock support to proactively detect and isolate faults quickly. o Centralized Network Expertise: The customer receives a single point of contact for network support. Telephone assistance 24 hours a day 7 days a week. o Status and Performance Reporting: Monthly reports provide customers with the ability to understand network utilization, plan for network expansion, and measure the effectiveness of the network. o Change Management: With the help of HP's network operations experts, customers are able to more efficiently plan for changes, such as adds, deletes and moves. HP requires the customer to designate one person (called the HP Network Operator) and one alternate responsible for the network operation as primary contacts for HP. These contacts are the only authorized callers to the HP Response Center. Authorization for additional contacts may be purchased. HP Help Desk HP Help Desk provides customers with comprehensive, multivendor PC usage assistance for hardware and software. The help desk works directly with the end-user to identify and assist the user in multivendor problem resolution. In the event that on-site or backup assistance is required, the help desk manages the appropriate resources to solve the customer's problems. Increased user productivity. HP enhances user effectiveness and efficiency through direct access to comprehensive expert advise from the HP Response Center on PC hardware, software and network use. Customized to meet customer needs. The customer can define supported products so that HP can focus on their customers. The help desk supports most standard, commercially available PC applications (including HP business applications like HP Drawing Gallery). Standard coverage hours are Monday through Friday 8:00 am to 5:00 pm local time, excluding weekends and HP holidays. The HP Response Center delivers HP Help Desk remotely. HP Staging and Distribution HP Staging and Distribution provides customers with installation-ready multivendor PCs, laptops, portables and peripherals. This service assures that installation ready and fully operational systems are "rolled out" to their user's locations. Features of the service are: o Dedicated Resources: A dedicated HP account manager is assigned for consistent program coordination. o Inventory Management: HP manages and controls DOA and returned products to keep customers apprised for their suppliers' performance. o Monthly Reports: HP prepares monthly reports to track inventory on incoming components as well as products shipped to customers. o Hardware and Software Integration: HP performs product diagnostics, self test, disk formatting and initializing as well as operating and system software installation. Then a full system test is performed to insure that users are productive at time of installation. o Packaging Services: HP consolidates and packages pre-configured systems according to the customers specifications. For instance, HP can include customer specified literature along with the packing list. o Shipping Services: HP will pre-pay freight charges and track shipments all the way to the users location. HP will also obtain written proof to verify the delivery. o Database Management: (Optional) HP will provide database collection services such as history tracking to complement the customer asset tracking activities. The Network Operator and alternate are required to attend selected HP training courses. They are also responsible for maintaining accurate network documentation and notifying HP of significant topology changes. DISASTER RECOVERY SERVICES Hewlett-Packard Disaster Recovery Services provide a safeguard against a loss of processing power from electrical failure, fire, flood, or any other cause that might disrupt a customer's computer operations or threaten the survival of business operations. There are two components to HP Disaster Recovery Services: HP Disaster Recovery Planning and HP Backup. These are available separately or may be combined to provide a comprehensive solution. HP also offers Time and Material consulting to help develop or administer test plans, critique test results, or assist in project management. HP Disaster Recovery Planning Service Disaster Recovery Planning helps the customer anticipate critical recovery needs and supplies the tools and training to develop a comprehensive recovery plan. The offering consists of the following: o Consulting: assists customers in the development of a business recovery plan o Planning Methodology: a step-by-step guide to developing a disaster recovery plan (organizing a planning team, identifying critical applications, defining specific recovery procedures, training personnel) o Recovery Plan Template: a detailed sample recovery plan on disk or tape that provides procedures, forms, checklists, and needed recovery information, and which may be adapted to any environment o Project Management Template: a tool to prioritize computer functions, to schedule work assignments and to track costs o Training: two days of on-site training on developing a recovery plan, maximizing the effectiveness of the planning process This allows a customer to utilize a systematic methodology to plan and rapidly develop consistent, auditable plans. It additionally helps the customer test a disaster plan and maintain operations during a disaster. HP Backup HP currently provides customers with two back-up centers to provide the hardware, technical support and customized telecommunications capabilities needed when a disaster strikes. Features include: o Access to complete HP 3000/9000 systems, custom configured for customer use by a full-time staff of operations and datacommunications specialists o Detailed information on integrating the use of HP's Disaster Recovery centers into the customer's Recovery Plans. o Customer chooses the appropriate number of days per year to test recovery procedures. Before and after analysis of Disaster Recovery Planning and rehearsal results are provided by the HP Backup Operations Manager and Recovery Center staff. The HP Backup Recovery Centers are an extension of your local HP Support and Sales team. They assist customers in a fast return to normal operations by providing an evaluation of equipment salvageability and disaster site environment, and preferential replacement hardware ordering and delivery HP Backup is designed to provide access within 24-hours to customers from any location in the U.S. Complementing the HP 3000/9000 hardware configuration at he HP Disaster Recovery Center is a vast array of Tele and Data communications. Included are terminals, modems., multiplexers, switched and leased high- speed lines, and access to pubic networks. This ensures that customers have access to their data from the HP Hotsite. Telephones, office space and storage are also available. Customers can use the facility for up to six weeks in the event of a disaster. Usage beyond this period will be granted on a case-by-case basis. An HP representative coordinates activities between the HP Backup facility and the customer's home site. This representative facilitates support from HP resources, experts in HP's Response and Escalation Centers, and manufacturing divisions. Disaster recovery services are targeted to executive-level decision- makers - those most aware of the impact of a major disaster on business operations. Customers located in high-risk geographies are also good candidates for Disaster Recovery Services. Pricing is done on a customized basis, with the following component prices considered: o For a single site, HP Disaster Recovery Planning Services are estimated to be $8,470 plus $200 for additional materials (Methodology, Template, and Workbook). For multi-sites, the estimated cost for HP Disaster Recovery Planning Services is $25,400. The additional materials fee of $200 is the same. However, additional classes cost $4,400 each. o For HP Backup, there are two payment plans available. The first offers maximum flexibility and minimal expenditures at the time of declaring a disaster. The second plan offers lower monthly fees, but higher fees at the time of declaration. Both programs are offered to HP 3000 and HP 9000 Series 800 Backup customers. Actual pricing varies according to the type of equipment covered, the length of commitment customers are willing to make, the number of sites covered, and the payment plan chosen by the customer. o Hewlett-Packard provides the full range of disaster recovery services needed to help a customer. While some companies can only help customers plan for a disaster, and others can assist with backup, HP can ensure the two components work together. Ample rehearsal of the procedures helps give the customer confidence in HP Disaster Recovery Services. CUSTOMER EDUCATIONAL SERVICES HP has first class training facilities located in over 40 countries around the world. Each center offers a regular schedule of seminars and hands-on training courses. For large groups with specialized needs, HP offers both dedicated and customized course delivery alternatives. With dedicated delivery, a customer can schedule training at their site, as HP education center, or a conveniently located HP sales office. If our standard course does not meet the customer's needs, our specially trained instructors can customized the content to meet their specific requirements. HP offers both introductory and advanced courses for system managers, programmers, software developers, and applications users. Courses cover wide range of UNIX, MPE, and open systems topics. Self-paced training is also available for selected topics. Our prices are competitive with most major system vendors and major third party training vendors. Prices vary based upon course length and level of technical complexity. Regularly scheduled courses are priced at a fixed tuition per student. Dedicated courses are specially priced at a group rate, adjusted to include applicable instructor, travel, lodging, and customization charges. Assistance with a dedicated or customized course quotations available through your closest HP education center staff. Educational services are sold through a variety of channels, including direct sales, direct mail, telesales, and Value Added Resellers. Major sale opportunities include purchase of a new system, addition of a new employee, requirement to learn a new skill, or interest in a new technology. HP consistently receives high scores from customers and independent research firms. Our major competitive advantages include: high course material quality, high instructor quality, flexible course delivery capabilities, and balanced offering of hands-on training with technology seminars.