TUF23: TRIM User Forum 2010Addressing the consumption gap ...

TUF23: TRIM User Forum 2010Addressing the consumption gap ...

TUF23: TRIM User Forum 2010 Addressing the consumption gap with HP Solution Management Services Peter Wallington Information Systems Architect What is the Consumption Gap? Is it the time between now and lunch? TRIM User Forum 2010 The Consumption Gap is: The difference between what features and benefits you are currently taking advantage of and what the solution offers. TRIM User Forum 2010 Reasons for the Gap Cost : Modules, Services, Training Risk : Will it work? Time : Constraints imposed from above Complexity : Can my clients deal with it? TRIM User Forum 2010

How did we get here? How did we get here? RFID RFID Document Document Assembly Assembly Reporting Reporting Scanning Scanning Locations Locations Meeting Meeting Manager Manager Active Active Directory

Directory Sync Sync Alerts Alerts Archiving Archiving Feature Adoption Core Core Product Product WCM WCM Security Security Rendering Rendering SDK SDK

Integration Integration ss Renditions Renditions BCS BCS Annotation Annotation ss Workflow Workflow Sharepoint Sharepoint Communic Communic ations ations PIctures PIctures TRIM User Forum 2010

OK, so how do we address this? SMS TRIM User Forum 2010 Solution Management Services Comprehensive services portfolio So lut ion Ad op tio n Cost-effective and flexible continual improvement Enhancements Operations Out-task operational activities Proactive Maintenance

Solution Support HP Software Foundation / Premier Support Proactive tactical and strategic guidance to maintain solution Insure your solution investment break-fix TRIM User Forum 2010 Pulling SMS apart TRIM User Forum 2010 Solution Support Insure your solution investment FEATURES Access to submit cases by phone or online using the same HP Software Support Online (SSO) application and phone numbers already in use Delivery of fixes for custom solution components covered in contract

Response Time SLOs defined based on severity of the support request submitted Enhancements Operations Proactive Maintenance Solution Support HP Software Foundation / Premier Support TRIM User Forum 2010 Proactive Solution Maintenance Proactive Insight and Guidance FEATURES Quarterly solution reviews Technical and Functional checkups Advice on upcoming product releases Recommend areas of improvement and change Monthly Maintenance Reviews

Prioritization of issues and action plans Change Management Establish change management process and documentation Enhancements Operations Proactive Proactive Maintenance Maintenance Solution Support HP Software Foundation / Premier Support Yearly Solution Planning High-level, strategic planning major product releases / new functionality requirements TRIM User Forum 2010 Solution Operations Out-task Operational Activities

FEATURES Out-task common & routine activities Partial or complete responsibility for ongoing solution operations, e.g. System administration, user management, monitoring, report generation Implementation of approved changes such as patches or enhancements Mentoring to enhance the effectiveness of internal staff Enhancements Operations Proactive Maintenance Solution Support HP Software Foundation / Premier Support TRIM User Forum 2010 Solution Enhancements Cost-effective and Flexible Continual Improvement FEATURES Fixed block of consulting time to be used within a calendar year

Minimum block 10 days Enhancements Only used days are invoiced Additional days can be ordered if needed Simplified delivery You request the services We agree on the work to be done We deliver the services Operations Proactive Maintenance Solution Support HP Software Foundation / Premier Support TRIM User Forum 2010 SMS Delivery Approach Holistic, Proactive, and Cost-Effective Support , Maintain, Operate & Enhance Plan Solution Lifecycl

e Define/ Develop/ Launc design test h New deployment Manage Fix/ patch Enhance Fix/ patch Fix/ patch Enhance Implementation Project Value Realization occurs after solution is deployed

TRIM User Forum 2010 SMS Delivery Approach Holistic, Proactive, and Cost-Effective Support , Maintain, Operate & Enhance Plan Solution Lifecycl e Define/ Develop/ Launc design test h Manage Fix/ patch New deployment Fix/ patch

Fix/ patch Enhance Enhance Implementation Project Plan Knowledge Transfer Steady-State Support & Operations Solution Managemen t Services Proactive Maintenance Flexible Consulting & Enhancements On-site Resources Baseline Service/Performance Metrics Periodic Solution Reviews for Strategic Guidance Off-site

Resources TRIM User Forum 2010 Managed outcome Approach Deliver consistent service levels to your customers with predictable costs Scoped to meet your unique needs Defined Service Level Objectives (SLOs) Regular reporting for SLOs and adoption Fixed monthly costs over contract period

Adaptable to changing business needs TRIM User Forum 2010 16 02/29/2020 TRIM User Forum 2010 Fixed number of days per year charged at agreed daily rate Fixed number of days per year charged at agreed daily rate Flexible Consulting & Enhancement Days Operations Support Services Reactive Solution Support Services

Fixed annuity based on SLA ,complexity, and size of implementation Solution Maintenance Services Fixed annuity based on SLA plus optional T&M based services High Level Pricing Guidelines HP SMS benefits Value to the Business Protect and maximize your investment Drive higher user adoption & satisfaction Reduce strain on internal resources Gain predictability in IT spend Improve Service Quality Meet your customer service levels targets Retain an expert team Respond faster to enhancement requests

Optimize Cost Reduce need for internal team of technical experts and the training Proactively manage the environment to reduce downtime and rework Mitigate Risk Apply IT management best practices to reduce operational risk Gain a single point of accountability Gain cost predictability TRIM User Forum 2010 For more information... IM Digital Hub: www.hp.com/go/imhub TRIM Home Page: www.hp.com/go/hptrim Facebook: http://tinyurl.com/HPTRIM-7-Facebook Twitter: www.twitter.com/HPInfoGov

www.twitter.com/thattrimguy Twitter HashTag: #TUF23 Blogs: www.hp.com/blogs/information-faster HP Software Solutions Community: www.hp.com/go/swcommunity TUF23 Post-event Website: Available April 2010 18 Copyright 2010 Hewlett-Packard Development Company, L.P.

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