HP > Services

Avnet Technology Solutions' professional services are now a part of the HP ServiceONE program in the U.S. and Canada. As the first distributor for the HP ServiceONE program, Avnet can help HP partners offer complete services-led data center solutions to end customers. Avnet has more than 20 resources and 80 service offerings providing partners with a vast array of resources to leverage what they need to quickly and easily incorporate efficient and profitable growth for their business.

“Channel partners need expert resources to help them drive growth and increase profitability,” said Tracy Galloway, vice president, channel and attach sales Americas, Technology Services, HP. “Partners can leverage Avnet’s professional services along with their HP ServiceONE knowledge to accelerate the sales process and win more business delivering data center solutions that align with customer strategies.”

HP ServiceONE will allow partners to fully maximize the profitability in both hardware and software sales, while relying on Avnet services to enhance product capabilities and technology. In addition to the service and storage benefits, Avnet’s service offerings can also be leveraged to help partners capitalize on cloud-related opportunities through workshops and cloud assessment services.

Read the full Avnet press release: Avnet Technology Solutions Joins HP ServiceONE Program, Adding Professional Services Delivery for Resellers in the U.S. and Canada

Questions? Contact your Avnet services BDM or email: sellhpservices@avnet.com.

Partners can also learn more about Avnet’s involvement in the HP ServiceONE program at the upcoming Avnet HP Partner Summit, May 15-17, 2012, in Phoenix, Ariz.

Maureen O'Leary / Director Communications / 480-794-6152

Just like a kite getting lift from the wind, partners can experience a lift in their sales by attaching uplifted services. Every time a partner adds the below services to their sale on the related products, and have opted into this promotion, they will receive Avnet Reward Points.

This promotion is still open to all partners who opt-in to the incentive through Avnet Rewards. Their points will be placed automatically in their organization’s distributable account.

Time is running out, so join today! www.rewards.avnet.com
If you need any information on these products, email sellhpservices@avnet.com.

3PAR
• 3-Year HP Critical Service (CS)
• 3-Year HP Proactive 24 Service (P24)

ISS – (Blades)
• Critical Advantage
• 6 hr Call to Repair + Installation and Start-up

HPN – (core networking modular switches and routers)
• 3- Year Critical Advantage Level 3
• 3-Year 6 hr Call to Repair + Installation and Start-up
• Security Quick Assessment

Andrea Short / PM Services / (480) 794-6640

HP has created a whitepaper with IDC exploring HP's ServiceONE Program. This whitepaper reinforces to customers the value of service providers who are qualified to work with, and who are endorsed by HP to provide proven solutions.

Share this whitepaper with your customers, so they know where they can source real expertise: HP's ServiceONE Program: The Business Value of Lead Server Provider-Based Tiered Support Services

Andrea Short / PM Services / (480) 794-6640

Every customer is concerned about data security. Allowing proprietary data to get into the wrong hands could potentially do a lot of damage to a business' sales, revenue and reputation. For customers in financial, healthcare, the public sector and other sensitive industries, the consequences could be even more severe. These companies must comply with government and industry regulations, such HIPAA, HITECH, Sarbanes-Oxley, the Fair and Accurate Credit Transactions Act, and the Family Education Rights and Privacy Act, and many others. If their data is not adequately protected, they incur severe fines and penalties.

While there are a number of sophisticated services and strategies aimed at protecting proprietary data as it circulates within the company, relatively little attention has been paid to what happens after assets are disposed of or repaired … something that happens frequently within any enterprise. PCs, laptops, servers, EVAs, even printers have hard disk drives containing sensitive information. Companies must be sure this data is destroyed when the IT asset itself is discarded or replaced. Now, you can offer your customers two services from HP that can do just that.


HP Data Sanitation Service - Wiping the disk and data clean
HP Data Sanitization Service provides customers with a proven method for destroying data from rotational hard disk media. This can prevent sensitive information from being retrieved or re-created by unauthorized parties. HP uses the U.S. Department of Defense 5220-M Data Sanitization Process that was set up to meet tough requirements. The actual sanitation involves a three-pass overwrite of the data. The first pass deals with all ones. The second pass deals with all the zeroes. The third pass is a random pattern of ones and zeros. This is followed by a verification pass. Additional passes can be performed if needed to fully sanitize the media. The service is performed at the customer’s site by an HP hardware specialist, so the assets never leave the customer’s facility. HP will also provide customers with a data sanitation report that shows proof of proper data disposal or destruction to maintain regulatory compliance.

An important aspect of HP Data Sanitation Service is that this isn’t a “one-and-done” type of service. For most customers, the need for the service is on-going, so it can serve as a steady revenue source for you. Most customers are not aware that HP offers this service, so it’s important to be proactive and get the message out to maximize sales. HP Data Sanitation Service can be purchased separately or with HP Proactive Select credits.


HP Defective Media Retention (DMR) option – Keeping storage media safe and secure
The defective Media Retention option lets customers keep their malfunctioning storage disks without paying a penalty after a service event. It eliminates the requirement found in most standard HP hardware support agreements that a malfunctioning disk drive be returned to HP when a replacement is provided at the point of repair.

DMR is not a stand alone service. Instead, it’s sold as an option along with the product’s standard support agreement. With the exception of IPG products, the price for DMR is represented by a percentage of the base reference price. For storage products, DMR represents about 20 percent uplift to the base service pricing. It's less for BCS, ISS and PSG, but still provides a good amount of extra revenue. And since the HP DMR option is about one-half the price of competitive offers, it's an outstanding value for customers, especially when you consider the impact of non-compliance with regulations.

HP Data Sanitation Service is appropriate for any customer looking for a secure way to dispose of rotational hard disk media. The Defective Media Retention option is primarily designed for customers who must comply with industry or government regulations or both. Together, these services open up new opportunities to build sales and revenue, while they also position you as a trusted advisor who can be counted on to solve a complete range of IT-related issues.


For more information
For more information on HP Defective Media Retention, consult the brochure on the Personal Computing Services page of the HP Partner Portal. Documents about Data Sanitization Service documents are available on the HP Storage Services/Transition services page of the Portal.


HP Services FUN FACTS: If your customers are security-conscious, HP has a number of great services you can recommend to help them create a secure environment. Get them started with HP Security Quick Assessment and follow up with System Security Healthcheck, Database Security Healthcheck and Intranet Security Healthcheck.

Andrea Short / PM Services / (480) 794-6640

HP Collaborative Support is a new level of support developed to meet the needs of customers who do not have the time or resources to spend working with multiple vendors to manage and diagnose IT problems. It includes both hardware support and basic software support.

HP Collaborative Support customers can make their first call directly to HP and have an HP support professional diagnose the problem on covered software. If the issue is related to a supported third party software product, HP will resolve the problem if it has a known fix and the fix is available to HP. If it cannot be resolved by applying known fixes, the customer can ask HP to contact the third party vendor and create a problem incident on their behalf, if they have a separate software support contact with the thrid party vendor.

HP will provide the necessary problem documentation to the software vendor. And, because HP Collaborative Support also covers hardware, if the incident is with a covered HP hardware product, HP will provide remote or onsite technical hardware support, remotely or onsite, to resolve the reported issue.

Meeting a Growing Need
There are many customers out there who purchase hardware from HP and software from third party vendors. More and more of these customers are now running key business applications on their platforms. So, every minute of downtime exposes them to unacceptable costs and risks. In the past, these customers could take the time to go back and forth between their hardware and software vendors to identify an issue and work to a resolution. Now, for many of them, that is not an option. They know that unplanned downtime brings high cost and high risk. So, they are looking for support that can address and resolve problems fast. HP Collaborative Support is designed to do just that.

What You Can Sell
With HP Collaborative Support, your customers get a single point of contact for call management, server problem diagnosis and hardware problem resolution, as well as basic software problem diagnosis, fault isolation and resolution if a fix is available to HP. Customers have a choice of three levels of hardware support, all available with Defective Media Retention (DMR):

• 9 X 5 coverage with Next Business Day response
• 24 X 7 coverage with 4-hour response
• 6 hour call to repair

Right now, third party software coverage includes products from Microsoft, VMware, Red Hat and SuSe, plus selected management software from HP such as Insight Control and System Insight Manager. HP plans to evaluate the list of covered software on an ongoing basis and make additions as needed in the future. An up-to-date list is available at the external Collaborative Support site: www.hp.com/go/collaborativesupport.

HP Collaborative Support can be sold as a Fixed or Flexible HP Care Pack Service or a day-one contract. Here are the part numbers:

• HL936A* for HP Next Day Collaborative Support (HL937A* with DMR)
• HL938A* for HP 4 hour 24x7 Collaborative Support (HL939A* with DMR)
• HL940A* for HP 6 hour CTR Collaborative Support (HL941A* with DMR) .

Where It Fits in the HP Technology Services Portfolio
HP Collaborative Support is part of the new Foundation Care segment of the HP Technology Services portfolio. It fits inbetween the hardware and software-only services and Support Plus, offering hardware support and basic software diagnostic support. It is designed for the growing number of customers who might not yet be willing to buy an integrated IT solution from one supplier, like what they'd get with Support Plus. But, they recognize how much time and cost is involved with diagnosing complex interoperability problems AND managing multiple service suppliers. HP Collaborative Support is an excellent fit for these customers.

For More Information
Information and documentation about HP Collaborative Support has been integrated into the HP Care Pack Services and Contract Services pages on the HP Partner Portal. The service is also included in all applicable quoting tools.

HP Services FUN FACT: Collaborative Support is designed as a first step in encouraging your customers to consider procuring a more comprehensive integrated service support solution (e.g., Support Plus) to support complex interoperability problem resolution. It allows you to upsell from hardware-only support now and perhaps to a higher level of support in the future.

Andrea Short / PM Services / (480) 794-6640

HP recently launched a portfolio of Packaged Consulting Services that opens up impressive new opportunities for sales, revenue and growth into larger, more strategic business areas. These off-the-shelf services are closely aligned with the HP ESSN portfolio and are grouped according to infrastructure solutions. Each service is delivered by certified HP consultants with proven expertise in addressing challenges at global, regional and local levels.

HP Packaged Consulting Services are designed to make consulting engagements easier to position and simpler to transact, but without compromising these best practice-based offerings. Nine services are currently available with more to be added in the near future to create a complete portfolio. These services and their part numbers include:

Cloud Solutions
• HP CloudSystem Service Provider Enablement Service HK411A1#002
• HP CloudSystem Enterprise Enablement Service HK411A1#001
• HP CloudSystem Matrix Enablement Service HL904A1
• HP Hybrid Delivery Strategy Service HL907A1
• HP Cloud Discovery Workshop Services HL908A1 (Workshop); HL909A1 (Express Workshop)

Networking Solutions
• HP Networking Open Standards Readiness Assessment HK794A1
• HP Predictive Wireless Site Survey HL016A1 (with AutoCad); HL017A1 (W/O AutoCad)

Storage Solutions
• HP Storage Impact Analysis Level 1 Service HL923A1
• HP Backup & Recovery Impact Analysis Level 1 HL924A1

Although all of the above services have a predetermined template for quick scoping, they can also be sold via HK411A1 or any other Unit of Service to meet more specialized customer requirements. These will need to have a SOW created prior to determining the quantity of units to quote and/or sell. For services needing a SOW, a popup message will occur in Sales Builder instructing you of the requirement before ordering. All services are partner discountable. At this time, only the HP Cloud Discovery Workshop can be delivered by certified partners.

The first building block of a complete portfolio
HP Packaged Consulting Services are designed to make it easier … and more profitable for you to provide your customers with solutions to address their increasingly complex business challenges. Each service and service area was selected for its ability to:

• Address key pressure points within your customers' IT environment
• Provide value through highly repeatable and interactive engagements
• Enhance customer satisfaction, allowing you to develop stronger relationships, which in turn will lead to new sales and delivery opportunities and increased profitability.

HP's plans are to continue to expand the partner-enabled Technology Consulting portfolio offerings throughout FY'12 to increase your ability to team with HP in addressing the high priority business goals of your customers.

For more information
A new HP Packaged Consulting Services page on the HP Partner Portal is your source for information about the full spectrum of current offerings. The site currently lists customer-facing data sheets for all nine services. It will soon be expanded to include customer collateral, links to related training, and FAQs. Use the following click path: "Services" > "Technology Consulting Services" (under "Services Portfolio") > "HP Packaged Consulting Services>" to access the page. Information on new HP Packaged Consulting Services will be added as they are introduced.


HP Services FUN FACT: With five services available in the "Cloud Solution" area, HP Packaged Consulting Services can help you capture a range of opportunities as more and more customers try to define the cloud approach and solution that's right for them.

Andrea Short / PM Services / (480) 794-6640

One of the major selling points of the services in the HP Mission Critical Services portfolio is that they provide “proactive and personalized support.”

The benefits of proactive support are easy to understand. In a mission critical environment, the best downtime is no downtime at all. Proactive support helps achieve that goal by identifying and addressing issues before they impact a company’s operations. The personalized aspect is somewhat more complicated to explain. Yet it can be THE feature that customers appreciate the most. For example, most customers who have experienced the services of an account support manager (ASM) never want to be without one.

Here are few critical ways that an ASM helps customers … and why explaining their role is one of the best ways for you to sell HP Mission Critical Services.

Great value? Definitely!
Many people see the ASM as the single point of accountability for HP service delivery. While that can be an important function, the greatest value lies elsewhere. One of the ASM's first tasks is to create an Account Support Plan for the customer. Based on a sound understanding of the customer’s environment and business, the plan outlines the specific strategies and activities that HP will undertake to help ensure that the IT environment always works in support of the customer’s business goals now and in the future.

The ASM then performs a full range of tasks – from operational and technical advice to site environmental surveys to periodic health checks to patch analysis and firmware management - to make the plan work for the customer. As the relationship evolves, the ASM becomes an invaluable proactive problem-solver, dealing with the real causes of downtime that reactive-only support doesn’t address: firmware, patch management, processes and people. The benefits quickly become apparent to the customer in:

• Cost control as the ASM’s proactive support helps reduce unplanned downtime
• Reduced complexity through the use of best practices and technology optimization
• Accelerated ROI of the customer's technology investment by achieving shorter time to production and service level improvements.
• Seamless evolution to help ensure that the customer's IT environment and business grow and evolve in step with changes in technology and the marketplace

It’s little wonder that the vast majority of customers who have experienced the difference an ASM can make refuse to be without one.

Helping HP Proactive Select customers make best use of their credits
HP Proactive Select (PS) is a great way for customers to address specific proactive projects in their environments. However, some customers may be overwhelmed by the 150+ services they can choose from on the PS menu. However, the ASM included with HP Proactive Select will work with them to select the services that will deliver the best results and best meet the customer's specific needs.

An ASM is also included in all other services in the HP Mission Critical Services portfolio: Proactive 24, Critical Advantage, Critical Service and Mission Critical Partnership.


Use the ASM to help make the sale
Two specific resources are available to help you sell HP Mission Critical Services by showing customers the proven value of the ASM to their business operations:

• Customer brochure: "HP Account Support Manager: Your one-person performance, availability, and optimization-driving advisor." Available on the HP Partner Portal by using the following click path: "Services" > "Technology Support Services" > "Mission Critical Support." Look under "Brochures and data sheets."
• Video: This 4-minute video clearly addresses the benefits that CPS Energy derives from their HP Mission Critical Services account support manager, Ross Sanders. It includes testimonials from the customer, as well as Ross' description of the proactive and reactive services he helps provide. Available on YouTube at: http://www.youtube.com/hewlettpackardvideos#p/u/0/rSNyvtCuOf8
All the support materials in the "Mission Critical Support" section of the HP Partner Portal also address ASMs and the value of personalized support.


HP Services FUN FACT: The ASM serves as the customer's single point of contact with HP support resources, making the support process simple and highly efficient.

Andrea Short / PM Services / (480) 794-6640

HP Care Pack Services offer a fast, effective way to attach services to the complete range of HP technology at the time of sale. But, with the recent increases in the complexity of the IT environment, your customers often need help at other times as well… and in areas that are not directly associated with a specific technology product. This is especially true for the data center. In fact, leading analysts project that over 50 percent of all data centers will require enhancement or replacement over the next few years if they are to effectively support the company’s business operations.

Now, with the availability of the HP Unit of Service approach, you have a scalable way to provide a set of customized data center value services, tailored to customers' needs while using the standardized services sales vehicle of HP Care Pack Services.

How Units of Service work
HP Units of Service allow for custom statements of work (SOW) to be created through the standard HP process. These can then be sold easily by adding the required number of Units of Service, priced at $100 each, to the customer’s order. Here’s a step-by-step breakdown of how the process works:

Step #1 - You identify an opportunity for an eligible service and contact HP for the SOW
Step #2 - HP talks directly with the customer and evaluates the SoW
Step #3 - The SOW price is converted into equivalent number of HP Custom Units of Service, each valued at $100 for you
Step #4 - You present the SoW and the price quote to the customer
Step #5 - Once the customer has signed the HP SOW, you simply attach the signed SOW to the order and purchase from HP or Distributor
Step #6 - HP takes responsibility for service delivery

Eligible services
HP offers four types of Custom Units of Service to support the entire lifecycle of your customers’ data centers:

• HP Custom Units - Integration Services Transition Unit of Service (HK033A1) focuses primarily on helping customers deploy and install new equipment. The service includes installation services, data migration projects, project management services and deployment, ranging from custom factory installed configurations to on-site deployment.
• HP Custom Units - Operation of Services (HK034A1) addresses the customer’s shortage of resource or internal knowledge gaps and offer solutions spread across technology platforms and operating systems that augment customer staff.
• HP Custom Units - Continual Improvement Optimization Services (HK035A1) help customers assess and optimize the performance of their data center. The service includes Service Management readiness, IT security risk, operating system and disk array performance analysis, and cluster consistency or health-checks.
• HP Custom Units - Relocation Services (HB242A1) offer a complete management of equipment relocation activities at a known custom-quoted fixed price for customers who need to move their IT equipment physically.

Two Network services are also available as HP Units of Service:
• Network Consulting Unit of Service (HK793A1) provides a means for selling custom HP Network Consulting Services (e.g. HP Network Assessment Services, Network Design or Network Optimization Services).
• Network Integration Unit of Service (HK792A1) is designed for integration projects involving networking equipment and protocols.

How you benefit
HP Unit of Service offers an easy way for you to expand into higher value services, while also letting you capitalize on non product-dependent services selling opportunities that occur independent of the attach cycle. You enhance customer satisfaction and loyalty by being able to offer them proven and customized solutions that address their immediate needs at affordable prices. This reinforces your role as a trusted advisor and consultant. These services also increase your presence and control over the account.

Additional benefits to you include:
• Enhanced revenue in less time - HP works directly with end user to craft SOW
• Less Liability - HP provides pass through and holds liability for service delivery
• Easy to quote and sell - Sold through Standard HP Care Pack Service SKUs. SOW states quantity of HP Care Pack units needed.
• You purchase the Units through your distributor. You do not have to be an ASSP.

For more information, click on the “Flexible HP Care Pack Units of Service” link in the introductory paragraph on the “Integration and Technical Services” page of the HP Partner Portal. You can also contact your Avnet account development manager.

HP Services FUN FACT: Your customers benefit from HP’s comprehensive Data Center services portfolio, plus HP’s expertise and experience in designing, building, and managing evolving IT infrastructures.

Andrea Short / PM Services / (480) 794-6640

It's natural to think "servers" when the topic of HP Critical Advantage (CA) comes up. In fact, the service is ideal for the growing number of industry standard servers like the HP ProLiant and BladeSystems that now run business critical applications in virtualized environments.

But storage is also a critical part of these environments. And HP Critical Advantage remains the best fit for these assets as well. Here's why:

• HP Critical Advantage was created by HP specifically to meet the support needs of x86 virtualized environments, so no other HP service does it better. For example, Proactive 24 and Critical Service don’t have specific server virtualization proactive deliverables. For storage, P24 and CS fit large “boxes” like XP and 3PAR systems quite well, but the pricing and proactive deliverables don’t fit smaller storage products.

• Critical Advantage provides access to the Mission Critical Solution Centers at a lower price than Critical Service.

• Critical Advantage offers a choice of three hardware support levels: L1 is 13x5 support. L2 is 24x7, and L3 is 6 hour Call to Repair. Critical Service does not.

• Critical Advantage offers six storage-related proactive deliverables that can be purchased with its credits that are not found on the HP Proactive Select menu:

-Performance and Capacity Analysis for Virtual Environments (40 credits)
-Virtualization Readiness Workshop for Critical Applications (30 credits)
-Availability Analysis for Virtual Environments (35 credits)
-Hardware & Software Asset Inventory (35 credits)
-Insight Control Power and Thermal Monitoring (40 credits)
-Security Review for Virtual Environments (40 credits)
-Backup and Recovery Workshop for Virtual Environments (est. 15 credits)

• Critical Advantage was specifically designed to be scalable, which means that fewer proactive services are provided for small environments and more for larger ones.

HP Critical Advantage covers all storage products, for both proactive and reactive support, not just the big arrays. The firmware and software revision analysis applies to all storage products connected to any type of server and operating system. Critical Advantage does not cover HP-UX servers themselves, but it DOES cover storage connected to HP-UX servers, as well as other operating system.

When making sure Critical Advantage is the right fit when you are considering a customer for Critical Advantage, consider these qualifying characteristics:

• Critical Advantage is a great service for ISS bladed, virtualized environments, including connected storage.
• Good prospects have enterprise or high-end commercial data centers running mission critical applications. The sweet spots for storage are Lefthand, the X9000/IBRIX, low end EVA, Disk-to-disk, and MSAs. Poor prospects, on the other hand, have small data centers, little storage content, and non-Mission Critical applications.
• If the customer already has Proactive 24 or Critical Service on other products, it is usually best to extend that service as new storage is added.
• Critical Advantage is preferred over Critical Service if there are ProLiant servers in the same environment, but it is perfectly acceptable to sell storage-only Critical Advantage deals.
• XPs, 3PARs, and high end EVAs are usually a better fit for Critical Service
• The best fits for Critical Advantage are P4000s, X9000s, and EVA4400s.

More information on HP Critical Advantage is available on the HP Partner Portal by using either of the two following click paths:

• Services > Mission Critical Support
• Services > HP Storage Services > Storage Services overview materials

HP Services FUN FACT: It's important to remind customers that business critical applications need HP Mission Critical Services support regardless of the platform they run on.

Andrea Short / PM Services / (480) 794-6640

"Trial and error" is an effective way to learn how to sell services. However, it's not very efficient. Finding out what has worked in real-world situations and then using or adapting that methodology is a lot less frustrating and more rewarding. HP has produced four success stories that outline exactly how a partner was able to use services to achieve a specific goal. The stories spotlight sales and business executives and rely on their own words to show how they won with services. Here's a quick look at each success story:


Paragon Development Systems (PDS) success story - Bringing cloud down to earth
Recently, PDS proved that by leveraging the power of its partnership with HP, implementation time for cloud could be reduced dramatically. The company also found that using the HP Matrix, all essential steps could be completed successfully, resulting in a fully-functional and rapid cloud implementation that met all customer requirements and delivered all anticipated benefits. PDS put this knowledge to excellent use with Fair Isaac Corporation, better known as FICO. They were able to build a true private cloud architecture that had all of the characteristics of user access management and automation around the provisioning layers, with chargeback around the ability to add and subtract resources … all within a 90-day deadline established by the customer. The PDS success story is available on the HP Partner Portal by using the following click path: "Services” > “Technology Consulting Services” > “Technology Services for Cloud (Consulting Services). “FICO success story (with HP reseller PDS)” is in the “Sales Tools” section.


AdvizeX - selling into a self-maintainer organization
Like most major technology resellers, AdvizeX has a number of customers who have chosen to provide self-maintenance for their IT environments. These enterprises feel that they can save significantly by performing their own break/fix services. However, the vast majority are aware of their limitations. There are some services that they don’t have the specialized knowledge, expertise, or resources to deliver. That’s when they turn to AdvizeX … who then turns to HP Technology Services. In demanding areas like mission critical services, HP provides both the quantity and quality of services that meet customer needs, while providing AdvizeX with an excellent source of additional revenue and margin. The AdvizeX success story is available on the HP Partner Portal by using the following click path: "Services" > "Technology Support Services" > "Mission Critical Services." The AdviseX success story is located in the "Other Tools" section.


Dasher - Providing the right solution every time
Historically, companies like Dasher Technologies thrive by investing considerable time in getting to know their customers. They then work closely with them to develop and deliver solutions that are crafted to closely respond to each customer’s realities. Dasher relies extensively on HP to create its solutions. As it did in one recent major win, the HP Technology Services portfolio in general … and the HP Mission Critical Services portfolio specifically … allows Dasher to go into any customer situation with confidence, knowing that they will be able to craft a solution including services that is a perfect fit for what that customer needs. That ability often makes the difference in helping make the sale, as well as ensure account control and customer loyalty. The Dasher success story is available on the HP Partner Portal by using the following click path: "Services" > "Technology Support Services" > "Mission Critical Services." The AdviseX success story is located in the "Other Tools" section.


ABM Federal - Using services to grow the business
For years, ABM Federal has specialized in selling HP printers to the Public Sector. Services from HP have served as an important differentiator contributing to the company selling $4.5 million in services into $14 million of hardware last year. It also resulted in ABM Federal being a top performer in HP’s Penetration Rate Index (PRI) for printers with a score of 7.25 and a penetration rate of 32 percent. Just as important, in services, the company has found a proven strategy to successfully drive its expansion beyond printers. In this case study, two ABM principals discuss why services were so important to the company in the past and why they continue to look to services to help drive revenue as they now expand into other technologies in the HP portfolio (servers, storage, networks, etc.). The success story is available now in the "What's new … " section of the "Services" page of the HP Partner Portal.


HP Services FUN FACTS: Just about every services challenge you might face has probably been met successfully in the past. Ask your Avnet account development manager about what others have done. It just might help you figure out what to do to make the sale faster and easier.

Andrea Short / PM Services / (480) 794-6640

Last year’s acquisition of 3PAR has made HP an even more important force in the storage market. 3PAR’s next-generation storage architecture and high-performance storage systems bolster HP’s storage offerings and diversify its portfolio across key growth markets. Significantly, the 3PAR acquisition has also allowed HP to expand its offerings in enterprise-class private cloud computing services.

Now, you can offer a full range of services to support HP’s 3PAR product line. This is an important capability, since it is essential for customers to be able to quickly access and retrieve their stored data. Obviously, unplanned downtime can impact this ability and compromise the customer’s business operations. High-level reactive support offers an excellent way to keep downtime to a minimum when a problem occurs. But for most customers, the ideal is to prevent downtime from occurring in the first place … and THAT requires a program of proactive support.

The right services for the right customer
Now, proactive services capabilities are available for the rapidly-growing number of customers who want and need to prevent problems rather than fix them. As of February 1, 2011, HP Mission Critical Services are available to support HP StorageWorks 3PAR Storage Systems. Customers now have a range of support options to meet their specific proactive and reactive needs, including Proactive 24, Critical Service, Critical Advantage and Mission Critical Partnership.

HP processes have been updated to integrate 3PAR Storage Systems as follows:
• Proactive 24, Critical Service and Mission Critical Partnership configuration rules have been extended to include 3PAR Storage Systems as storage products (i.e., using the standard Proactive Storage Services and Critical Storage Services technology modules and Storage Extensions)
• Advantage Level 1 and 2 HP Care Pack Services have been enabled for 3PAR (choice of 13x5 or 24x7 hardware support, each with 24x7 software support)

3PAR Storage Systems do not yet have 6hr Call-to-Repair, so Critical Service HP Care Pack Services and Critical Advantage Level 3 HP Care Pack Services are not yet available. Critical Service can be quoted as a Day 1 contract with 24x7x4hr response.

How your customers benefit
The availability of HP Mission Critical Services for HP 3PAR gives your customers the ability to select the right service at the right price to meet the performance and availability needs of their environments. This allows them to effectively manage and achieve their expected ROI for their 3PAR Storage Systems, plus eliminate the downtime that can be so costly to their operations.

How you benefit
You can increase revenue significantly by selling 3PAR Storage Systems with the right level of proactive and reactive support. Storage is an essential asset, which the majority of customers realize must be protected with a program of support. This makes it easier for you to sell services and more likely that customers will be receptive to purchasing higher-level services with a proactive component if you are able to position their features and benefits effectively.
Services also improve customer satisfaction and their likelihood of purchasing additional HP StorageWorks products in the future. It has been shown that 90 percent of HP Mission Critical Services customers re-purchase HP products.

As noted, the quoting process has already been configured to accept quotes for 3PAR products. However, you can also get complete details from your Avnet Account Development Manager.

Andrea Short / PM Services / (480) 794-6640

Many customers with performance and availability issues keep turning to new technology to find a solution. While new servers, storage, and network technology will deliver some improvement, the customer may be among the 50+ percent who, according to industry analysts, are dealing with an inefficient and outdated data center. If that’s the case, the piecemeal approach of adding new, individual technology assets can have limited success at best. Real improvement can only come from a new or enhanced data center. And that’s where you can help using HP Critical Facilities Services (CFS).

Assess and build
To get your customer started, the CFS portfolio includes five analysis/assessment services that you can sell as individual Flexible HP Care Pack SKU #s:
• HP Quick Thermal Assessment
• HP Comprehensive Thermal Assessment
• HP Energy Efficiency Analysis
• HP Basic Capacity Analysis
• HP Infrastructure Condition and Capacity Analysis

The first three can also be purchased using HP Proactive Select credits.

Other services within the CFS portfolio are eligible for the Agent Compensation Program, which pays you 3 percent on the net amount of business closed by the HP direct sales force as a result of a qualified referral. CFS capabilities and services are available in the following areas:

HP Critical Facilities Consulting (CFC) provides high-level strategic and tactical planning for data centers and other critical facilities. Based on customer business requirements, CFC helps the customer:
• Decide how many data centers they need for their enterprise strategy
• Determine most effective location of data center to facilitate better latency, accessibility, economy, and other factors
• Decide the physical size and topology (level of redundancy) that they should be built
• Understand how to migrate the data center(s) to the new site(s)
• Assess the project scope and arrive at an approximate time estimate for completion


HP Critical Facilities Design (CFD) offers innovative engineering design solutions for technology-intensive, high-performance facilities. Based on customer business requirements, CFD:
• Evaluates potential sites, locations, and facilities to meet requirements defined by the enterprise strategy (as captured by a CFC engagement)
• Provides the basis of design interpretation, design concepts, and full design through stamped and sealed construction documents, which are then delivered to a construction manager or general contractor to construct the facility
• Uses statistical tools and benchmarking to model pre- and post-design reliability
• Uses proprietary tools to provide detailed cost estimates
• Provides engineering peer review of facility designs

HP Critical Facilities Assurance (CFA) provides guidance and testing programs to improve the operational functionality, efficiency, and overall reliability of existing infrastructure. Based on customer business requirements, CFA:
• Performs post-construction commissioning of the facility
• Provides consulting to enhance an existing facility’s operational performance (focus on energy, reliability, and cost reduction)
• Provides oversight in equipment vendor maintenance programs and streamlines the documentation process

Complete information about CFS is available on the HP Critical Facilities Services page on the HP Partner Portal. You’ll also find links to training and a comprehensive set of sales support materials, including customer presentations, data sheets, and quick reference guides. Use the following click path: “Services” > “Technology Consulting Services” > “HP Critical Facilities Services.” More information is also available from your Avnet account development manager.

HP Services FUN FACT: An HP Critical Facilities Services engagement often leads to opportunities for additional product and services sales as the customer implements CFS recommendations.

Andrea Short / PM Services / (480) 794-6640

For many years, HP Technology Services (TS) and its channel and alliance partners have worked together to bring the best in technology solutions to our mutual customers. The effectiveness and success of this partnership is clear in the constantly-growing percentage of services that are sold by partners and the growing partner involvement that TS encourages in both services sales and delivery with programs like the new ServiceONE.

To keep this partnership operating at its best, we must reduce potential client engagement conflicts, especially in accounts where both HP and partners have a presence. That’s why HP has recently revised the HP Technology Services Rules of Engagement to include a very clear set of rules that govern mutual sales engagement situations.

Rules based on trust and accountability
The revised rules, which are currently being implemented in the U.S. ONLY, govern mutual sales engagement situations where both HP and HP partners are involved. They include a specific “endorse and enforce” policy, which will drive greater accountability from HP and partners alike.

The revised Rules of Engagement also define a specific escalation process with specific consequences that will come into play for all parties – TS sales, channel partners and alliance partners - if the rules are not followed. The rules will be applied fairly and consistently. Most important, they WILL be applied in every situation that warrants it. This will go a long way towards eliminating the conflicts that create confusion among our mutual customers and can undermine trust between HP and its channel and alliance partners.

To make the best use of the revised rules, we strongly encourage you to read the “HP Technology Services Rules of Engagement Guide.” It’s available now in the “What’s new ...” section of the “Services” page on the HP Partner Portal.

• Importance of the channel and our working relationship
• Introduction of revised rules and what’s changed
• Executive endorsement
• Education process of TS
• Grievance/escalation process
• Next steps


HP Services FUN FACT: The Revised TS Rules of Engagement do not impact or replace the program guidelines and benefits outlined by Hewlett Packard’s PartnerONE channel program or HP ServiceONE. The Rules also apply only to HP Technology Services.

Andrea Short / PM Services / (480) 794-6640

On July 12, 2011, HP introduced ServiceONE, a new specialization within the industry-leading HP PartnerONE program that expands your ability to sell and deliver lifecycle solutions. Participating partners benefit from a highly personalized relationship with HP and can take advantage of HP’s redesigned metrics and rewards to further increase revenue streams, drive business growth and reduce risk.

A simpler, more streamlined relationship and process
The new ServiceONE specialization was designed in response to input from HP partners like you. For example, you asked that the entire services specialization area be simplified and streamlined. HP listened. As a result, ServiceONE has only two major levels of service partnership:

• HP ServiceONE Expert is HP's premiere level and is only accessible to the top-performing Partners. It requires total HP sales (products and/or services) of $1 million or more and a Total Operating Performance (TOP) score of 1.2 or more.
• HP ServiceONE Specialist relationship is designed to help qualified partners grow faster and do more. With flexible solutions that extend throughout the IT lifecycle plus extensive HP resources available only to qualified ServiceONE Partners. Becoming a ServiceONE Specialist requires total HP sales (products and/or services) of $100K or more and a .6 TOP score.

ServiceONE also includes an IPG/PSG Warranty Provider relationship that allows qualified partners to sell HP Commercial Products and deliver the warranty services without a services entry threshold or Total Operating Performance (TOP) requirement. Basically, you are not required to sell services in order to deliver warranty services on the IPG and PSG product you sell.

Expanded opportunities to sell and deliver services
The most exciting innovation under ServiceONE is the expansion of your ability to both sell and deliver HP services, depending on your relationship. As an HP ServiceONE Expert Partner, you will be able to sell and deliver a range of HP Contractual Services and HP Professional Services, as well as the HP Care Pack Services you deliver now. This applies to selected Commercial and Enterprise products. You will also be provided with the highest level of access to HP’s Intellectual Capital.

The ServiceONE Specialist designation opens selling opportunities for you throughout the solution lifecycle sales. It will also allow you to deliver on HP Care Pack Services for Commercial products. Access to HP’s Intellectual Capital is also a key benefit of this relationship.

Reinforcing HP’s commitment to its partners
Exclusive to HP, the ServiceONE program signals not only positive changes to the HP service partnering model, but also the company’s consistent commitment to:
• Grow its services business in collaboration with you
• Offer HP innovation and privileged access to intellectual capital to differentiate you from unauthorized service provider organizations
• Improve economics to make HP Technology Services your partner of choice
• Satisfy your customers’ expectations, enhance their experience and improve satisfaction for their Instant-on business through joint service engagement with you
• Ultimately increase customer satisfaction and loyalty by enabling you to support infrastructure solutions and provide a consistent customer experience throughout the useful life of your customers’ solutions.

The program will be fully operational on November 1, 2011. Look for the following important steps in the implementation timeline:

• October 15 - Partner FY12 rebates loaded on Partner Portal
• October 31 - ServiceONE Addendums must be signed before this date
• November 1 - ServiceONE goes live


For more information
You can get complete information on what the new ServiceONE specialization will mean to you by tuning in to replay the ServiceONE webinar at: http://www2.ibtalk.net/index.php?cmp=attendx_meeting&mt_number=52505688. Additional information is also available from your Avnet account development manager and on the “Services” page of the HP Partner Portal.

HP Services FUN FACT: When ServiceONE is fully implemented, you will be able to sell and deliver selected cloud consulting services to your customers. Imagine the opportunities THAT will open up.

Andrea Short / PM Services / (480) 794-6640

What is it?
HP Insight Remote Support is advanced software that provides secure, around-the-clock remote monitoring, plus fault detection, notification, and proactive advice for HP server and storage solutions. HP Insight Remote Support is FREE for all customers who have an HP warranty, an HP service support contract, or HP Care Pack Service. However, it does have to be installed correctly to deliver the best results.

There are two versions of HP Insight Remote Support:
• For small and midsize environments, HP Insight Remote Support Standard provides basic remote monitoring, notification/advisories and service dispatch and can be installed on a shared HP ProLiant Windows application server. This version is optimized for environments with 1-50 servers and is ideal for customers who do not need proactive service delivery.

• For midsize and large environments, HP Insight Remote Support Advanced is integrated with HP Systems Insight Manager (SIM). It provides comprehensive remote monitoring, notification/advisories, dispatch and proactive service support for nearly all HP servers, storage, network and SAN environments, plus selected Dell, Sun and IBM Windows servers that have a support obligation with HP.

Why you should make sure all eligible customers activate HP Insight Remote Support:
Your customers can and should opt in to have server information collected by Insight Remote Support sent to HP. HP can then share the data with you. This benefits you in a number of important ways:

• Enhance customer satisfaction - You get a window into the customer’s environment, showing you exactly what is working and what issues may be negatively impacting customer satisfaction. You can then respond quickly to address issues to maintain a positive overall customer experience.
• Discover new sources of sales and revenue - You can also use the information from HP Insight Remote Support to proactively recommend improvements to the customer’s environment. You can also get additional revenue by selling Installation and Startup services for this software tool.
• Increase account presence and control – The Insight Remote Support reports provide many opportunities to the customer and show your interest/involvement in their success. This increases the perception that you are a trusted advisor rather than simply a technology vendor. Increased presence also tends to keep you in and the competition out.


Why your customers will like HP Insight Remote Support
HP Insight Remote Support has proven to be very popular with customers because it helps them:

• Enhance control over their environment – HP Insight Remote Support tells them exactly what’s on their network
• Reduce downtime - HP Insight Remote Support averts potential disruptions and enables faster issue resolution, which results in reduced infrastructure downtime
• Cut down on calls for support - HP Insight Remote Support helps resolve technical issues quickly and accurately without placing support phone calls.
• Focus on things that matter most - HP Insight Remote Support saves them significant time and money and lets them focus on running their business


Tools and resources you can leverage
All of the tools and resources below are available by clicking on the “Insight Remote Support” link on the “Products” page of the HP Partner Portal:

Sales training:
• HP Insight Remote Support Sales and Installation Collateral Checklist
• HP Insight Remote Support Sales and Program Guide
• Partner Sales Training Webinar Replay Americas

Materials for use with customers:
• Quick Overview on YouTube (English only)
• Customer Benefits video (English only)
• Introduction to HP Insight Remote Support (Customer Presentation)
• HP Insight Remote Support Solution Brief (US English)
• HP Insight Remote Support Standard Security Brief
• HP Insight Remote Support Advanced Security Brief

Materials for internal use only:
• HP Insight Remote Support - Channel Partner FAQs
• HP Insight Remote Support Partner Presentation
• Insight Remote Support Advanced Battlecard

Case studies are available on the Insight Remote Support page on hp.com: http://h18004.www1.hp.com/products/servers/management/insight-remote-support/overview.html

Andrea Short / PM Services / (480) 794-6640

Save the date for an HP Technology Services customer road show coming soon to your area!

Plan to attend this full-day event that is sure to provide you with important information and an opportunity to accelerate your pipeline. The day will begin with a partner-only morning session, providing the most up-to-date information on HP’s new ServiceONE partner program, scheduled to launch November 1, 2011.

Then, invite your customers to join you for lunch and for the second half of the day to participate in an afternoon of illumination regarding how HP Technology Services – Always On Support can boost their business results.

We’ll begin with a clear positioning of the value that TS has in relation to supporting virtualized cloud environments, and we will debunk a number of myths related to the relevance of support in a virtualized environment. We’ll then discuss the management of a Mission Critical data center, taking customers through a hands-on, interactive Always On Simulation that clearly demonstrates how HP Mission Critical Services can immediately save them money and increase their business productivity.

It will be a full and fun afternoon that is guaranteed to help you accelerate your mission critical prospects into closed business.

More details will follow shortly, along with a customer invitation. In the meantime, start thinking which of your customers would benefit the most from participating in the “Race to Results” road show scheduled in your area. Seating for the simulation is limited to 20 customers, so have your customer list ready to mail invitations. For more information, contact your TS Channels Services Sales Specialist.

Schedule of events:


September 13 Boston

September 15 New York

September 20 Atlanta

September 22 Dallas

September 22 Brazil

September 27 San Francisco

September 29 Phoenix

October 4 Chicago

October 6 Cincinnati

October 11 Toronto

Andrea Short / PM Services / (480) 794-6640

If your customer’s SAP runs OK on SUN SPARC, it can really do wonders on an HP platform. Now, it’s easy to help your customers make the move to better performance. HP’s “SAP Migration in a Box” allows them to migrate with speed and confidence. We’ve also made it easy for you to sell and configure this service. “SAP Migration in a Box” can be scoped by using a HP configuration tool and sold with standard HP Care Pack Services.

Everything you and your customers need in one package
SAP Migration in a Box is a pre-packaged, fixed-price migration service for SAP migration from SPARC to HP (Integrity, ProLiant, BladeSystem). This is a complete package that includes storage, software, SAP migration services, support and financial services. Specific components include:
• SAP Migration Planning: Milestone plan and Scheduling, identification of issues, test planning
• Design: Database and SAP instance layout plan
• Integration/Transition: installation of SAP and migration of data
• Install/Operations: Infrastructure Startup and Review, Transition to Operations
• Manage/Support: choice of HP Critical Service or HP Proactive 24 Service


Easy for you
With HP SAP Migration in a Box, you deal with quickly identified and sized implementations, based on a choice of Integrity, ProLiant or BladeSystem servers. The template-driven migration services are matched to the customer’s infrastructure requirements. The end result is a complete end-to-end cost, full migration plan and roadmap upfront with the ability for you to sell add-on services.

By standardizing our migration sales process, we cut the time, cost and effort of traditional migration estimation approaches. In fact, SAP Migration in a box produces a complete quote in days rather than weeks or months. It provides a simpler, one-stop shopping for a migration solution and offers additional options for ongoing maintenance and support. Just as important, the solution is backed by HP’s proven and trusted migration processes and experts.


How to get started
The Sun/SAP Migration Qualifier is an Excel-based workbook used to qualify a prospect for HP’s Migration in a Box, a streamlined, standardized migration process for Sun/SAP environments. It includes a series of business and technical questions for customer to answer. Guidance is provided on more involved questions. Once the questionnaire is completed, the Qualifier automatically creates a preliminary bill of materials and statement of work. This helps you move quickly to the next stage in the sales/quoting process. The completed document is sent to HP which then produces a tailored, template-based SOW. The SOW is scaled in Flexible HP Consulting Unit of Service Care Pack Services.

Sales tools for this and other Oracle/Sun competitive initiatives are available on the HP partner Portal at: www.hp.com/partners/sunSET. You can also access a dedicated “SAP Migration in a box” web page by doing an advanced search for the exact phrase (SAP Migration in a box) on the Partner portal. Details are also available from your Avnet Business Development Manager.


HP Services FUN FACT: The SunSET Complete Care Program offers FREE migration and TCO assessments, financing incentives, server trade-in credits and rebates, and partner incentives. Be sure to check them out at: http://h71028.www7.hp.com/enterprise/us/en/migrate-to-hp/hp-complete-care.html.

Andrea Short / PM Services / (480) 794-6640

HP recently updated the menu of services that your customers can purchase with HP Proactive Select credits. The goal is to ensure that the service continues to offer customers the services they need to address the issues they face. Five new services have been added for storage. Iindividual HP Educational Service items have been removed. However, the HP Education Service credit item is still available and provides up to five days of training. Four items on the menu were found to be obsolete and have been removed.

The Proactive Select menu continues to offer nearly 150 different capabilities that your customers can purchase with their Proactive Select credits. The services/capabilities cover all key technology areas, including servers and their operating systems, storage, networks, ITSM, power and cooling, and security with all of their sub-areas,

A complete list of the capabilities that your customers can select with their HP Proactive Support credits is available in the updated “Proactive Select Menu – Americas” listing found under “Other tools” on the Mission Critical Support page on the HP Partner Portal. You can also provide your customers with an excellent overview of some or all of these capabilities by using the “Proactive Select Service Activities Descriptions – Americas” presentation available in the “Customer presentations” section of the same Partner Portal page.

Selecting the right capability
Occasionally, customers will ask how they can possibly know what to choose from such an extensive list of offerings. The answer is easy. Very often, their own IT environment will dictate which services would be most helpful to them. In all other cases, the Account Support Manager assigned to their account as part of the Proactive Select deliverables will work with them need to select the activities and services that would benefit them both.

Show your customers how it works
Three, one-minute videos are now available to provide specific examples of how your customers can benefit from HP Proactive Select, including outsmarting downtime, working with a local Account Support Manager (ASM) who is a technical expert, and solution bundles that make choosing only the activities that meet their IT and business needs quick and easy. The titles of the three videos are as follows:
1. Choice by Credit
2. One Contract, One Contact
3. Solution Bundles

They are all available at www.hp.com/go/outsmart. You can view them without having to “register” as a potential HP customer by typing “test” in every available field in the registration form and then clicking the “submit” button at the bottom of the page. Check them out. Then, encourage your customers to take a look. Many will probably find that HP Proactive Select is a perfect match for the challenges they face.

Proactive Select – an excellent entry point for Mission Critical Services
HP Proactive Select can also make it easier for you to upsell your customers to the level of service they need. Many customers resist taking the plunge into mission critical services, even though they clearly need them. With its low cost entry point and flexible proactive services offers, Proactive Select makes it easy for any customer to transition from reactive-only support to a more comprehensive support program.


HP Services FUN FACTS: HP Account Support Managers can be habit-forming. The vast majority of customers who have experienced the difference that an ASM can make refuse to be without one.

Andrea Short / PM Services / (480) 794-6640