Considerations to be made on the path to Self-Maintenance

Transcription

1 Considerations to be made on the path to Self-Maintenance Consider the benefits of having HP Technology Services provide support for your HP equipment 2007 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice

2 Aspects to give serious thought: Cost Considerations Personnel Predictable Cost Level of Support Global Parts Supply Chain Global Delivery 2 26 March 2012

3 Cost Considerations Direct Labor Cost: Salary Bonuses FICA Medical Coverage 401k/Pension Benefit Office Expenses of Direct Labor: Telephone/Cell Phones Computer/IT Expenses Office Space HP Cost Advantage HP has such a breadth of customers we can maximize our employees and partners utilization thereby driving savings on a per repair basis. HP resources cover the broad spectrum of HP products. Additionally HP pairs the appropriate salary to the type of repair needed. HP benefits packages are leading class in the IT industry not the industries our customers operate in. HP utilizes a mobile office environment thereby not incurring many of the standard office cost. The cost of tools (laptops, diagnostics, etc.) are spread across many customers. Management of Direct Labor Training of Direct Labor HP s span of control is 12 to 1 for delivery resources HP s training programs and schedules ensure the appropriate training occurs to maximize employee efficiency March 2012

4 Cost Considerations Coverage Cost: Sick Time/Training Holiday/Vacation 24x7 Coverage HP Cost Advantage HP s delivery model can spread the coverage cost across a broad customer pool. Parts Cost: Parts Planning Parts Procurement Parts Storage Parts Scrapping Parts Shrinkage Parts Shipping Parts planning and sourcing utilizes an extensive logistics stream to lower the average part cost and ensures the parts are available when needed. There are no one-time inventory costs required to warehouse the parts onsite 4 26 March 2012

5 Cost Considerations Scaling Cost: Purchasing HP Services scales break-fix cost to the exact number of servers in your environment. HP has statistics on average server failures and repair time. HP sets metrics for our delivery resources to ensure all organizations are performing at peak efficiency. With HP providing the hardware support on your equipment, you and your staff do not take on the responsibility of performing necessary hardware repairs. Efficient Response: HP Services utilizes the breadth and depth of our technical expertise and knowledge databases in our Customer Response Centers at the front end of all service requests. This often enables HP to resolve the problem remotely without an Engineer dispatch. If a dispatch is required, a more accurate description of the problem device can be ascertained thus allowing the right technician and part to be dispatched March 2012

6 Personnel Using HP Services saves you: Recruiting Initial & On-going Training Personnel Management Personnel tools, laptops, etc. Benefits Overhead costs Staffing to meet commitments to internal SLAs You get back to your core competency 6 26 March 2012

7 Predictable Costs You a pay a set monthly charge no overtime or after hours additional cost We hold parts inventory We manage parts inventory We manage personnel No inventory depreciation 7 26 March 2012

8 Level of Support Committed SLAs to meet your needs Continuous effort Formal escalation paths Access to HP tools (i.e. ISEE) Diagnosis before dispatch HP engineers have access to tools Calls go right to Level 2 Consistency of Support Engineers backed by depth and breadth of HP Engineering 8 26 March 2012

9 Global Parts Supply Chain Facts 170 Stocking Locations 1400 Hold for Pick-Up locations Parts available 93% to meet commitments on Same or Next Business Day SLAs Parts available 99%+ to meet commitments on Mission Critical SLAs Can customize stocking terms to meet customer s needs 9 26 March 2012

10 Global Delivery A cross-section of HP Services 69,000 professionals expertise Software professionals: 37,500 Microsoft certified/trained professionals 4,100 SAP certified/trained professionals 9,420 Oracle certified/trained professionals 9,770 Cisco certified/trained professional 16,130 Unix certified/trained engineers 10,640 Linux certified/trained engineers 6,000 J2EE and.net consultants 6,800 CMMI Level 5 certified software specialists Services management and delivery professionals: 8,300 ITIL management certified experts and professionals 2,240 certified Project Management Professionals (PMP) 1,800 solution architects March 2012

11 Global delivery infrastructure Calgary Ottawa Boise Toronto Cupertino Chicago Kanata Roseville Cincinnati Colorado Springs Atlanta Dallas Houston Reading, England Dublin, Ireland Lyon Madrid Sweden Poland Zurich Stockholm Grenoble Utrecht Brussels Boeblingen Italy Bangalore Tokyo Hong Kong Mexico City Costa Rica Singapore Kuala Lumpur São Paolo Sydney Melbourne Delivering services solutions and services around the globe, at our site or yours March 2012

12 Americas Global Delivery Delivery Capabilities Multilingual service desk support (English, Spanish, Portuguese and French) Change, Escalation, Problem and Incident Management Log & Dispatch Level 0 2 support (via Web/ /Phone/Fax) Remote & On-Demand tasks coordination Remote Software Distribution Asset Management information gathering Custom OLA/SLO definition and execution - managing interaction with other resolver groups or third parties SLAM (Service Level Agreement Management) and reporting Service Desks utilize HP and/or customer CRM tools 1 Million + end users supported. 500,000 + contacts or incidents per month (Americas) Password Reset tool Customer proprietary application support 7 x 24 Support, 365 Days per year or as required March 2012

13 How We Meet Our Customer Needs Manage spikes and mobilize shared resources as needed Balance QoS (Quality of Service) versus CoS (Cost of Service) Minimize turnover or attrition Low IT cost, high support levels Single point of contact service desk Meet Service Level commitments or agreements Process maturity Swift response to changing business requirements with minimal disruption Provide optional end-user support methods (i.e. , chat, self-service) Leverage cross-center expertise Innovative support resource tools (i.e. self-help) Resource management (staffing, technology, training) Client satisfaction tracking via survey Reporting, including RCA (root cause analysis) on: Service level Customer satisfaction Operational (i.e. incident, management) March 2012

14 Where to go next Talk to: Your assigned HP Account Manager or Authorized HP Reseller Learn more online: March 2012