Power Tools 1993 November

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Unit 9 Support Services Purpose 9-1 Objectives 9-1 Introduction 9-2 Corporate Business System Managers' Support Needs 9-2 Solution Availability 9-2 Resource Management 9-3 Technology Planning 9-3 HP Premier Account Support 9-3 Quota Credit and Commission! 9-3 One Product Number 9-3 One Fixed Price 9-4 Easy HP Financing Available 9-4 One Integrated Premier Account Support Package 9-4 A New 24 x 7 Hardware Support Service Level with Immediate Response 9-4 An Enhanced Level of Software Support with Expanded 24 x 7 Software Coverage 9-5 A New Account-Assigned Response Center Engineer 9-6 An Enhanced Level of 24 x 7 Network Support 9-7 Two Weeks of Customer Training 9-8 Onsite Technical Consulting 9-8 Out-distance the Competition with HP Premier Account Support! 9-9 Maximum Uptime 9-10 Complete Coverage with No Surprises 9-10 Partner with the Technology Leader 9-10 Additional Support Services 9-11 Additional Site Services 9-12 HP Backup 9-12 HP Integrated Support for Network and System Operation 9-12 HP Site Design and Implementation 9-12 Additional Professional Services 9-12 HP's Mainframe Alternatives Solutions Consulting 9-12 HP's Open Software Environment Consulting 9-13 Network Planning and Design 9-13 Competitors 9-13 Selling Against IBM 9-14 Selling Against DEC 9-14 Selling Against Independent Service Companies 9-14 Hewlett-Packard's Vision for Future Support Services 9-14 Self Check Test-Questions 9-15 Self Check Test-Answers 9-17 Purpose This unit describes the Corporate Business System customer's unique support needs and the new Premier Account Support that Hewlett-Packard has introduced to meet those needs. Objectives At the end of this unit, you will be able to: o Describe three key areas on which Corporate Business System managers are measured. o Describe the new way support is being sold and packaged for Corporate Business System customers. o Identify and describe the new support service Hewlett-Packard has introduced for Corporate Business System customers. o Communicate the three central benefits from the new HP Premier Account Support. o Describe additional support services that address the Corporate Business System environment. o Compare Hewlett-Packard's support services with those of major competitors. o Describe Hewlett-Packard's vision for high-end, solution-oriented customer support. Introduction Your customers are making an important decision to buy an HP Corporate Business System. They're making a significant investment in their future and in HP's! More than just a "box," they're buying a part of HP: our philosophy, our reputation for technological innovation and leadership and our commitment to their success. Their careers and businesses ride on these decisions, and they're counting on Hewlett-Packard to make them successful. That's why we've created the new Premier Account Support program, especially for the Corporate Business System buyer. The new Corporate Business System was just a concept in our technology labs when Hewlett-Packard started meeting with potential Corporate Business System customers, studying our future competition, and laying out the foundation for a new level of post-sales services which would be the "best of class," and give you the competitive weapon you need to close the sale. Corporate Business System Managers' Support Needs At the heart of a customer-focused organization is understanding our customers. At the heart of the Premier Account Support program is the concept that our customers' success defines our success. We've built a program to help make the Corporate Business System customer successful in the three key areas on which they are measured: Solution Availability Computing power within a corporation is like a public utility. When there's a "blackout" and the power is unavailable, users suffer and productivity stops. System managers are measured on whether their business solutions are available to their end-users when they say they'll be. These system managers rely upon computer vendors to anticipate as many problems as possible and provide the highest-level response possible when problems do occur. Resource Management System managers are managers: they manage people, equipment, and budgets. Corporate Business System users are measured on how effectively they plan and manage their resources. They rely upon a vendor to effectively plan all their support needs at the beginning of the year and develop a single contract which covers all their needs. They don't want to be "nickel and dimed" by vendors with charges that are within the spirit of the original plan. Technology Planning System managers are responsible for tracking the complex, rapidly evolving systems technologies and for recommending how these technologies should be implemented within their organizations that provide the maximum benefit with minimum disruptions. They need a business partner who can create a roadmap for implementing technologies which create the greatest competitive advantage for their organizations. HP Premier Account Support HP has discovered that Corporate Business Systems customers want one packaged set of their high-end systems -- a package that ensures the right support for their systems hardware, software, network, and the people using it. HP has packaged the services we think are truly essential for their systems support into one fixed-price product. But we also realize that there are a range of services that they may need to ensure success of their entire organization, and these services are discussed in Additional Support Tools and Services. Quota Credit and Commission! Sell this package up front with the system, and HP will give you full revenue credit toward your quota. In addition, we'll credit the sales organization 5 cents on the dollar to contribute toward sales commission and field selling costs. One Product Number We've made it easy to quote support! One product number does it all! Each new HP 3000 Corporate Business System and HP 9000 Corporate Business Server has a specific support package associated with it. Each support package bears the name of the specific processor version it supports. Add the product to the quote, and you're done! Your customer gets everything they need to support their new configuration. One Fixed Price Customers pay just one price the package includes all of the above service and support deliverables for the SPU, configured peripherals, and software that are part of the corporate business systems configuration at initial purchase. Easy HP Financing Available In many cases, the up front purchase of fixed-price packages can be financed through the Finance and Remarketing Division (FRD). This helps customers to better manage their cash flow and makes it easier to purchase support for their corporate business systems. One Integrated Premier Account Support Package Each support package includes all the services customers need to support their new Corporate Business Server. Each Premier Account customer is supported by a fully integrated support team with account-assigned representatives from the SSO, the PSO, and the Response Center. Each product contains the following premium deliverables, designed to make the Corporate Business System manager successful: A New 24 x 7 Hardware Support Service Level with Immediate Response Key features such as the non-stop hardware support can help you penetrate accounts where up-time is absolutely essential. With Premier Account Support, all HP hardware products purchased with the Corporate Business System are automatically supported at the highest level HP has ever offered, 24 hours, 7 days a week coverage with an immediate response. With immediate hardware response, CE's are dispatched simultaneously with a response center engineer starting problem isolation. With no delay in starting to troubleshoot the problem, HP arrives at the customer's site armed with all the available information to get the Corporate Business System back on-line. The Account CE monitors all hardware calls. Monthly, the CE reviews the calls with the customer to better understand why problems occurred and how to prevent future problems. All Premier Account open calls are continuously monitored and unsolved problems are quickly escalated on an accelerated basis. An account Customer Engineer (CE) delivers on-site services and participates in the annual account plan, scheduling regular visits for preventive maintenance. HP Predictive software helps minimize down-time through the early warning and prevention of potential problems. An Enhanced Level of Software Support with Expanded 24 x 7 Software Coverage With HP's worldwide network of response centers, Corporate Business System customers receive HP's top-rated software support around-the- clock, 24-hours a day, seven days a week. All documentation and updates for HP software products purchased with the Corporate Business System are automatically included and are supported at the highest level HP has ever offered: Corporate Business System software is fully supported, 24 hours per day, 7 days per week. Staffing levels have been increased, paging systems have been implemented. Response to Premier Account support customers will be given priority from division support. Division support personnel can be available after hours for Premier Account customers. Access to the HP Support Line electronic databases which feature powerful browse and keyword search facilities that help your customers quickly find solutions to problems and questions. HP PowerPatch for MPE/iX and Electronic Access to Patches for HP-UX which help customers proactively identify and install software patches before they experience software problems. A New Account-Assigned Response Center Engineer A new account-assigned response center engineer handles daily technical problems, as well as ensures that the customer receives the highest level of remote support possible. With HP's Premier Account Support, Hewlett-Packard becomes the first corporate business system vendor to offer a service which includes account-assigned response center engineers. This Account-assigned Response Center Engineer (ARCE) completes a fully-integrated support team. Their knowledge of your customer and their environment enables them to anticipate potential problems and to solve new problems in the shortest possible time. They provide both a focal point for technical issues as well as feedback and review of the customer account, coordinated factory support and monitoring active problem resolution status. Specific activities include: The Account-assigned Response Center Engineer is assigned based upon your customer's expected call profile. The goal is for the ARCE to be able to solve as many of your customer's questions as possible. If the ARCE can't solve the problem, he routes it directly to senior response center engineers on other teams who give the customer priority assistance. Your customer will be immediately connected to the ARCE when they're available. With fewer callbacks, your customer's problems are solved in the shortest amount of time. If the ARCE is unavailable, your customer can either leave him a detailed problem description in his voice mailbox (where available), or they can request a callback from another response center engineer. When it becomes necessary for the response center to call your customer back, the call will be automatically be given a priority response. The ARCE monitors all software and network calls. Monthly, the ARCE reviews the calls with the customer to better understand why problems occurred and how to prevent future problems. The ARCE tracks the customer's support environment, understands how the Corporate Business System customer's business operations affect their remote support requirements. The ARCE annually participates with the HP support team on a customer visit to better understand the customer's environment, communicate the response centers participation in supporting the customers environment, and to develop an action plan to help the customer more effectively take advantage of HP's remote support resources. The ARCE monitors all general release patches and recommends to the Corporate Business System manager on a monthly basis which patches should be installed at the customers site in order to minimize the likelihood of future problems. The ARCE will immediately contact the customer if a class problem arises with a Corporate Business System product and will proactively work with your customer to implement a work-around and minimize system disruption. Your customers will be assured to know that the factory support team will be seasoned, account-informed, and consistent throughout the support cycle. And they will be guaranteed of getting a familiar voice on the phone when they take advantage of this new service. An Enhanced Level of 24 x 7 Network Support An enhanced level of 24 x 7 network support is available for the system and all locally-attached devices. HP will provide 24-hour, 7-day (24 x 7) support with immediate response on network components, including fault isolation and problem management. The ARCE monitors all network calls. Monthly, the ARCE reviews the calls with the customer to better understand why problems occurred and how to prevent future problems. All Premier Account Support open calls are continuously monitored and unsolved problems are quickly escalated on an accelerated basis. The customer will receive documentation about their network at the start of support coverage. Network planning assistance is provided. Two Person Weeks of Customer Training 10 units of customer training are automatically included in each package. Each unit represents one seat for each day of training. These training units can be used for any of HP's large selection of core and specialized training courses. Included is on-site technical consulting which can be used for account planning or any specialist activities. On-site Technical Consulting In addition to the personalized services provided with software support, this comprehensive support program provides a formal method for an HP consultant to work on-site, arm-in-arm with your customer. An account- assigned Technical Consultant will act as a single point of contact for both the customer and HP. This technically-proficient consultant will: o Eliminate "bureaucracy," act as account lead and focal point for all HP factory and field resources, and ensure that all appropriate HP resources are made available to the Corporate Business System customer. o Attend the customer's relevant business meetings and spend at least one day every other week at the customer's site. o Lead the development of the annual account support plan and coordinates an annual HP support team visit. In addition to the leadership role defined in the previous paragraphs, the Premier Account Support package has additional allotted consulting time which can be used to best meet the needs of the Corporate Business System manager. Examples of other consulting activities include, migration, performance, networking, information management, applications, and database management consulting. Note Many of these activities may require additional consulting time that is not included in the standard package. Out-distance the Competition with HP Premier Account Support! With HP Premier Account Support, HP can be the partner that the Corporate Business System manager needs. Here are the critical benefits to communicate to your customers: Maximum Uptime For Corporate Business System managers, the best solution to a problem is not to have the problem. Every aspect of Premier Account Support is designed with this concept in mind: to anticipate as many problems as possible and execute solutions before they impact business operations. And when there is a problem, HP's unprecedented level of response ensures that the impact is minimized. Knowledge of HP products and strategies will be combined with a familiarity of the customer's systems environment. The bottom line? The Corporate Business System manager will know that the HP team has the resources and understanding of their environment to avoid most problems and quickly resolve those that do surface. This adds up to maximum solution availability and maximum customer satisfaction. Complete Coverage with No Surprises The annual account plan and a single comprehensive contract form a flexible solution covering all your customer's needs. It is an effective way to maximize productivity and to simplify support for the Corporate Business System. The bottom line? Your customer will have the confidence that the HP team can generate solutions -- clearly, productively, and regardless of the course of the future. Note The annual account plan may recommend a range of consulting not included in the standard package. This can be planned up front for your customer, with the additional charge included in a single quote, single solution package. Partner with the Technology Leader Corporate Business System customers are often just starting to use open systems. They need to develop an overall plan to minimize risk. HP will help your Corporate Business System customers design an open software environment, tailored to their unique business and technology needs. HP will show your customers how to make the most of their existing IT investments, by building open systems solutions that leverage the hardware, software and people that they already have, while still showing them ways to incorporate future technologies. The bottom line? Your Corporate Business System manager gets an open systems roadmap which they can share with their management, a roadmap which is tailored to their unique business needs and which takes into account their existing investments in people, hardware, and software. Note Many of these activities may require additional consulting time that is not included in the standard package. Additional open systems activities are available. See the section entitled "Additional Professional Services." Quote the fixed-price, fixed-deliverable Premier Account Support products for your Corporate Business System customers. They will know that HP will do whatever it takes to keep their center running smoothly -- now and in the future. That's good business for both you and your customer. Good selling! HP Premier Account Support is packaged in a fixed-price, fixed- deliverable product solution, designed to be easily sold upfront with the Corporate Business System. While the Premier Account Support capabilities can also be quoted individually with the help of your support representative, the packaged solutions are designed to be sold by you, the HP Sales Representative and deliver the greatest value to your customers. This convenient package includes the attractively-priced selection of the HP support services your customer will want to ensure their success in their high-end systems environment. For one quote at one price, your customer knows that HP will support the critical activities for their corporate business system. It is comprehensive, and it contains clearly defined deliverables. Ordering simplicity will benefit both you and your customers -- orders will be clear and fast, and customers can easily predict support costs for any planned system purchases. Additional Support Services Some Corporate Business System customers will need more consulting than is included in the fixed-price HP Premier Account Support. Others may need more training or support for additional system configurations. With the help of your local support representative, these services discussed below, can be easily quoted under the comprehensive, flexibly- structured HP Comprehensive Support Premier Accounts. Note Quota and commission are not available for additional hardware, software, and network maintenance services quoted under HP Comprehensive Support for Premier Accounts. Quota and commission information for performance tools and professional services is discussed below. Here are some additional services that round out the HP support offering. Additional Site Services HP Backup site services:HP Backup gives the customer access to a fully-operational computer facility in the event of a disaster. This service includes: disaster recovery at an HP facility (in some countries, customers can perform their recovery procedures remotely via telecommunication lines to HP's hot site) expedited delivery of replacement HP equipment, if needed (including modems and multiplexers) access to HP's technical and support resources worldwide and annual rehearsal and review (up to 48 hours per year). HP site services:Integrated Support for Network and System Operation Through this program, HP provides ongoing support and support coordination for the customer's networked open systems environments, thereby allowing customers to better focus on their core business. The customer can leverage HP's technical expertise in the areas of network operations, help desk services, and multi-vendor PC and HP workstation staging and distribution services to increase the reliability of their computing environment and better support their end-users. HP Site Design and Implementation Corporate Business System customers face many challenges in their computing environments as they migrate to new platforms and possibly decentralize their computing resources. With HP site services:Site Design and Implementation, HP provides resources and technical expertise to create, install, or modify the customer's computing environments. Your customer receives a complete solution and documentation of all the work that was managed by HP. This work can include cabling, computer room relocation, system and network startup, wire testing, and computing environment preparation. Additional Professional Services HP's Mainframe Alternatives Solutions Consulting With the Corporate Business Systems customer to help them identify which business needs, processes and applications will benefit most from HP's Mainframe Alternative Solutions. HP Consultants can help create a practical transition plan that may cover systems, software, networks, and applications evolution and coexistence, customer education, pilot plans, and detailed implementation plans, as well as address people, organizational, and operational issues essential for a successful transition plan. HP's Open Software Environment Consulting Today's Corporate Business Systems customers know that open systems offers a lot of benefits. Still, customers often find roadblocks between where they are today and the full benefits of open systems. HP has a proven way to help customers get past the software technology roadblocks. Corporate Business Systems customers today are dealing with the problems of a multi-vendor IT environment, and many are considering Open Systems to do this. Because high-end systems represent large investments and critical applications, the move to Open Systems must represent large investments and critical applications, the move to Open Systems must be carefully planned to minimize risk. Specially trained consultants in the PSO provide your Corporate Business Systems customer with specific guidelines for building open applications, and recommendations for selecting software standards and products. OSE is an approach to defining this architecture and building open systems applications, one that maximizes flexibility and protects customers' investments. OSE covers key application development areas such as computer aided software engineering (CASE), database, user interface, and networking. It is not a vendor-defined architecture or list of products, but a set of guidelines, models, and processes to help customers make software choices that meet their individual business needs. Network Planning and Design HP can help customers analyze the costs and benefits of alternative solutions for planning and designing networks. A successful network solution requires thorough planning. This involves performing an in- depth network requirements analysis, providing a high-level logical design, completing a detailed physical design, conducting a connectivity analysis, and creating an implementation plan. The HP Consultant ensures that the network accommodates upgrades, new technologies, and organizational changes easily and cost-effectively. Note These are eligible for quota and commission if your account is part of the FY92 pilot of the consulting quota and commission program, and if the services meet the minimum ordering requirements. Competitors Premier Account Support will be competing primarily with services offered by IBM. They have been in the high-end service business for a long time and are a perceived market leader. DEC and other high-end vendors like Amdahl also offer a wide variety of service products. Additionally, there are now service-only vendors like Disaster Planning and COMDISCO. Read on for some hints for all of these competitive environments: Selling Against IBM IBM's practice is to provide a certain level of account support to its data center customers on a non-billable basis -- as part of the system purchase price. Don't let your customers be fooled. They are paying for the service -- compare system prices. Stress that HP is providing the same "whatever-it-takes" support partnership -- but we put our deliverables in writing. HP's personalized service is unmatched. Our account-assigned consultants know the customer's business and have the technical and industry experience to provide quality planning. Our consultants are HP employees, not third-party hired hands. Selling Against DEC Stress HP's full-system product and support solutions. PCs, workstations, high-end systems -- we have and understand them all. Emphasize HP's success and experience directly supporting multi-vendor networks. DEC claims to offer multi-vendor network consulting, but relies heavily on VABs to actually deliver it. Selling Against Independent Service Companies Emphasize HP's ability to provide a system solution that goes beyond daily maintenance or consulting. Many service firms lack the high-level perspective and experience required to assist in strategic company planning and implementation. HP has a vested interest in keeping the customer satisfied and on the leading edge. Unhappy or poorly-equipped customers do not stay competitive and do not buy more systems. Hewlett-Packard's Vision for Future Support Services The key message Hewlett-Packard wants to give its customers is this: In this time of rapidly changing technology, Hewlett-Packard is a business partner that can help you get the most out of your computing resources, create a roadmap for your future technology investments, and keep your critical business applications up and running. This partnership is critical to the success of your business. Index ARCE 9-5 DEC, competing against 9-12 Electronic Access to Patches 9-5 Hardware Support 9-3 IBM, competing against 9-12 Independent Service Companies, competing against 9-12 Network Support 9-7 Open Software Environment 9-8 Performance consulting 9-9 PowerPatch 9-5 Premier Account Support 9-2 Professional services, Mainframe Alternative Solutions 9-11 Professional services, Network Planning and Design 9-11 Professional services, Open Software Environment 9-11 Site services, HP Backup 9-11 Site services, Integrated Support 9-11 Site services, Site Design and Implementation 9-11 Software support 9-4 Support Line 9-5 Associated files: 9.doc Unit 9 Support Services