HP Services FY10 Partner Virtual Kick-Off

HP Insight Remote Support

November 4 5, 2009

Dionne Morgan, Worldwide Solutions Marketing Manager for HP Technology Services

2009 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

Agenda
About

HP Insight Remote Support to Channel Partners

Benefits

Reporting

Driving

adoption
and Call to Action

Resources

Questions

and Answers

About HP Insight Remote Support

Polling questions (Following slide 3)

Is your business
Authorized to sell HP products and services Authorized to sell and deliver HP products and services A Systems Integrator authorized to sell and deliver HP products and services Other

Are you located in

US

Canada
Latin America Other

Are you using/promoting a remote support solution today?

No Yes, my own solution Yes, an HP solution Yes, a different vendors solution

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HP Insight Remote Support (Insight RS)

The key to managing your customers environments with ease

HP Insight Remote Support delivers secure remote support for your customers HP servers and storage, 24x7 so they can spend less time solving problems and more time focused on their businesses
Remote monitoring all the time... To gain better control Automated notification every timeto do more with less Accurate resolution in less timeto keep businesses up and running
Available at no additional cost as part of HP warranty, HP Care Pack Service or contractual support agreements with HP

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HP redefines how companies of all sizes maintain their infrastructure

HP Insight Remote Support Innovative range of remote support capabilities Addressing the needs of small environments to large data center environments
HP Insight Remote Support Standard (HP Insight RSS)

HP Insight Remote Support Advanced (HP Insight RSA)

Small to mid-size environments with little or no IT staff

Key Functionality: Basic remote monitoring, notification/advisories, dispatch Centralized installation on a shared sever

Mid-size to large environments with dedicated IT staff. Integrated with HP Systems Insight Manager (SIM)
Key Functionality: All HP Insight RSS functionality, plus comprehensive product coverage, fault analysis, warranty / contract information, and proactive capabilities for HP Mission Critical Services customers
Installation integrated into a centralized, dedicated HP SIM server

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Benefits to customers
Avoid problems before they occur
Mitigate Risk
(Gain Control)

Address problems before they turn into reactive service requests or Proactively monitor your systems and gain insights for your infrastructure

system outages

Reduce Costs
(Do More with Less)

Simplify and automate day to day system support

Make the most of limited resources (time, people, and money) Increase the efficiency of your infrastructure

Accelerate Growth
(Keep Your Business Running)

Quick resolution

Enhance system availability and business productivity Remotely diagnose and resolve with ease and accuracy

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How it works: HP Insight Remote Support Standard

Remote monitoring all the time Automated notification every time Accurate resolution in less time Offered in partnership with HP Authorized Channel Partners

Note: Please ensure all software, including pre-requisites is installed properly. Refer to release notes for details.
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How it works: HP Insight Remote Support Advanced

Deployment and entitlement Contract / Warranty Reporting Software Updates Contract & Warranty Database

Management Console Integrated with HP Systems Insight Manager

Internal External Secure Internet Connection

Internet

Remote Monitoring

Problem Analysis

Support Center and Proactive Services Streaming Media, SelfHelp Support

Remote Configuration Collection

Service Portals

Customer
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HP

Why HP? Increased Total Customer Experience

Industry-leading remote support capabilities for organizations of all sizes (one size does not fit all) One of the most comprehensive list of supported products in the industry Faster resolution using innovative diagnostics and problem resolution connected to HP support centers Channel partner enablement, including increased proactive advice and consultation

10

No additional fee!
5 November 2009

HP Insight Remote Support Everyone Wins!

Regional Transportation Commission of Washoe County, Nevada "Insight Remote Support ultimately saves us time and money by resolving issues faster and detecting problems to avoid disruption of our business operations. The benefits of this new software allow for reduced downtime, and when or if hardware issues occur, we are able to restore and minimize our downtime." - John Ponzo, I.T. Analyst

Superior customer experience Reduced operating costs Better information

Customer

PC Mall, Inc. Mean Time to Resolve is less. First time fix is improved. It's a win-win-win (Partner, Customer and HP), a real competitive differentiator for the partner. - Daniel Schneider, VP Solution Development

HP

Partner

Increased customer satisfaction and loyalty Reduced delivery costs Increased proactive advice and consultation

Value to Channel Partners

Value to Channel Partners

Growth
Complete insight to your Customers environment to offer: Proactive service to mitigate risks Business growth through relevant opportunities

Improved availability (prevent downtime)

Profitability
Informed product and services marketing decisions Opportunities to up sell Reduced service delivery costs via relevant, accurate customer insights

Customer Loyalty
Enhance your customer relationship through personalized advice Gain greater confidence of your customers, helps you be the

trusted partner to your customer

Value Added Relationship
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Partners are gaining competitive advantage

SM Tan, ECS Astar Sdn Bhd HP Insight Remote Support is an innovative solution, providing us with a new opportunity in the market. It is adding value to our solutions, growing our pipeline and keeping us ahead of the competition.

Andy Lau, Expert Systems Limited

At Expert Systems Limited, we have obtained some reports from HP Insight Remote Support from the HP Partner Portal. In future, this will assist us in the sales process by having a more informed conversation with our customers. We will know their system bottlenecks and be able to up sell.
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Reporting

HP Insight Remote Support Partner Summary Reports Partner Summary Reports Insight Remote Support
Insight on Customers system inventory & configurations

HP Insight Remote Support Customer Insight Remote Support Customer Account Report Account Report

HP Insight Remote Support: Partner Portal Landing Page

Detailed Customer Report Sample

Detailed system monitoring and analysis, system usage and capacity information
2-19

Detailed Customer Report Storage Sample

Accessing HP Insight Remote Support reports

HP Insight Remote Support Standard

Opt-in Screenshot

HP Insight Remote Support

Adding channel partner IDs

Add Partner information

Customer System Information

Drop-down menu allows to specify Service Providers by selected device or all devices

How to Participate and Drive Adoption

Driving Customer Adoption: HP Authorized Channel Partners play a pivotal role

Communicate value of HP Insight Remote Support Facilitate customer installation & opt-in Pursue up-sell opportunities

Customer adoption scenarios

Existing hardware already installed at customer site

Install HP Insight Remote Support for your customer Influence customer installation & opt-in
Communicate benefits Review installation process with customer and answer any questions For technical questions: Refer customer to HP Support or facilitate on customers behalf

Check in with customer to confirm successful installation and opt-in

New hardware sale

Include HP Insight RS as part of all new hardware installations, where the software has not been installed

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Resources and Call to Action

HP Insight Remote Support

General Information

Useful links

Release Notes, Installation and Configuration Guides, and other technical documents
HP Insight Remote Support Advanced: HP Insight Remote Support Standard:
http://docs.hp.com/en/netsys.html#Remote%20Support%20Pack http://docs.hp.com/en/netsys.html#Insight%Remote%Support

Customer web pages

http://www.hp.com/go/insightremotesupport

Channel Partner Portals (regional)

US: www.hp.com/partners/us/remotesupport Canada: www.hp.com/partners.ca.remotesupport Latin America: www.hp.com/partners/lar

Hear what the experts have to say

Featuring
Tiffani Bova, Gartner Research Vice President, IT Market and Channel Strategies Janice Zdankus, VP of HP Infrastructure Software and Blades Services

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5 November 2009

HP Insight Remote Support Express Campaign

Channel

partner kit

Elevator and Telemarketing Script Customer Emailer

Campaign Getting Started Guide

31

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Polling questions (Following slide 31)

What are the biggest benefits for customers using HP Insight Remote Support?
Improved system availability Less time involved in monitoring and maintaining hardware Automated case submission including hardware failure information Possibility to receive improvement recommendations Other

What are the biggest benefits for channel partners using HP Insight Remote Support?
Receive automated case details including hardware failure information if you are an authorized service provider Possibility to offer your customer proactive, customized recommendations on new hardware and services Less time involved in receiving and analyzing customer break-fix calls Customers view you as a trusted advisor Other

Will you take action and encourage your customers to use HP Insight Remote Support?
Yes No Not yet sure

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Call to Action
Go

to your local partner portal for more information

Contact your customers and

encourage them to install

HP Insight Remote Support today!!!
For

technical assistance:

Contact the services representative in your organization or another technical resource Contact the HP Global Solution Center

Thank You