www.compaq.com
Business Critical Services
Business Critical Services
Wes Lee Roberts
Gold OpenVMS Technical Account Manager
North America Customer Support Center
Wes Lee Roberts
Gold OpenVMS Technical Account Manager
North America Customer Support Center
2 www.compaq.com
Inspiration Technology
Services portfolioServices portfolio
SilverSilver
GoldGold
PlatinumPlatinum
Bronze/Basic/UASBronze/Basic/UAS
3 www.compaq.com
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What are your Customers support needs?What are your Customers support needs?
MultivendorMultivendor
Time = $$$Time = $$$GlobalGlobal
High AvailabilityHigh Availability
Reactive & ProactiveReactive & Proactive
24 x 7 nonstop24 x 7 nonstop
Internet & IntranetInternet & Intranet Primary point of contactPrimary point of contact
4 www.compaq.com
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Bronze supportBronze support
9x5 (24x7 uplift available) Response Time Goal: 2-hour all calls First-in, First-out (FIFO) for all calls Product-based expertise Escalations to Compaq engineering and other
engineering teams (e.g., Microsoft and Novell) by problem severity
9x5 (24x7 uplift available) Response Time Goal: 2-hour all calls First-in, First-out (FIFO) for all calls Product-based expertise Escalations to Compaq engineering and other
engineering teams (e.g., Microsoft and Novell) by problem severity
www.compaq.com
Inspiration Technology
ProactiveSupport
ProactiveSupport
Primary Point of Contact:Technical Account
Manager
Primary Point of Contact:Technical Account
Manager
Knowledgeof
Environment
Knowledgeof
Environment
Fast Response Times
365 days/year
Fast Response Times
365 days/year
Sensitivity to Business Needsand Pressures
Sensitivity to Business Needsand Pressures
ProblemAvoidance
ProblemAvoidance
24x7 Support Team24x7 Support Team
CustomizedFeatures
CustomizedFeatures
Maximum Uptime with Minimal Risk
Advice Advice
High Availability & High Priority
High Availability & High Priority
What Business Critical Customers ValueWhat Business Critical Customers Value
www.compaq.com
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CustomerCustomerSupport CenterSupport Center
CustomerCustomerSupport CenterSupport Center
- Employee Satisfaction- Employee Partnership- Employee Satisfaction- Employee Partnership
EmployeesEmployees
- Customer Satisfaction- Customer Partnership- Customer / TAM Relationship
- Customer Satisfaction- Customer Partnership- Customer / TAM Relationship
CustomerCustomer
Customer Support:A Business of RelationshipsCustomer Support:A Business of Relationships
ManagementManagementTeamTeam
ManagementManagementTeamTeam
www.compaq.com
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Customer Support:A Business of Relationships
Account Team
PartnersField Support
CustomerCustomerSupport CenterSupport Center
CustomerCustomerSupport CenterSupport Center
Engineering
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Customer Satisfaction ScoresCustomer Satisfaction Scores
0
10
20
30
40
50
60
70
80
90
100
%
Q1/99 Q2/99 Q3/99 Q4/99 Q1/00 Q2/00 Q3/00 Q4/000
10
20
30
40
50
60
70
80
90
100
%
Q1/99 Q2/99 Q3/99 Q4/99 Q1/00 Q2/00 Q3/00 Q4/00
Customers Say It’s Working:Survey Scores
www.compaq.com
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Marketplace Says It’s Working:Business Growth
0
5
10
15
20
25
30
35
40
% G
row
th
Key Gold Business Growth Factors
ContractsTAM'sRequestsProactives
10 www.compaq.com
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Who are typical Business Critical customers?Who are typical Business Critical customers?
FinanceFinanceManufacturingManufacturing
e-Commercee-Commerce
CommunicationsCommunications
HealthcareHealthcare GovernmentGovernment
EducationEducation
11 www.compaq.com
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Silver software supportSilver software support
Software support Hardware dispatch Response Time Goals
8x5: 60 minutes for all calls After hours: 2 hours for all calls
Technical Account Manager (TAM) Serves as your CSC focal point of contact Manages the service delivery process Reviews software activity Provides limited proactive support
Software support Hardware dispatch Response Time Goals
8x5: 60 minutes for all calls After hours: 2 hours for all calls
Technical Account Manager (TAM) Serves as your CSC focal point of contact Manages the service delivery process Reviews software activity Provides limited proactive support
12 www.compaq.com
Inspiration Technology
Gold supportGold support 24x7 Integrated SW/HW support High Priority Response time goals:
30 minutes for critical calls 60 minutes for non-critical calls
Team staffed to handle critical calls Dedicated infrastructure
Technical Account Manager (TAM) Operations Support Specialist (OSS) Technical Exception Manager (TEM)
Continuous Effort on Critical Calls Enhanced Proactive support program
24x7 Integrated SW/HW support High Priority Response time goals:
30 minutes for critical calls 60 minutes for non-critical calls
Team staffed to handle critical calls Dedicated infrastructure
Technical Account Manager (TAM) Operations Support Specialist (OSS) Technical Exception Manager (TEM)
Continuous Effort on Critical Calls Enhanced Proactive support program
13 www.compaq.com
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Customer / TAM RelationshipCustomer / TAM Relationship
• TAM becomes your Technical advocate and “go to” person
• You and your TAM understand each other’s strengths and weaknesses
• TAM helps IT management understand development areas for staff
• TAM learns more about your business, sensitized…
• TAM knows more about your configurations, no more 20 questions
TAM
OSS
TEM
GSD Unit Mgr
17 www.compaq.com
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Proactive Gold supportProactive Gold support
Focuses on maintaining high availability Electronic Site Management Guide System Healthcheck reports
Performed twice/year per Anchor node Monthly service activity review Service pak/patch notification
Operating System patches Allows ‘Customer’ to assess/determine patch
install/maintenance strategy Notification via internet mail with brief description
of patch kit contents
Focuses on maintaining high availability Electronic Site Management Guide System Healthcheck reports
Performed twice/year per Anchor node Monthly service activity review Service pak/patch notification
Operating System patches Allows ‘Customer’ to assess/determine patch
install/maintenance strategy Notification via internet mail with brief description
of patch kit contents
18 www.compaq.com
Inspiration Technology
Proactive Gold supportProactive Gold support
Annual Customer Site Visit OS Upgrade Planning Assistance
Provides recommendation/advice for integrating new Compaq H/W or Op Sys S/W prods into the environment (limited to 10 hours)
Notification of known problems/fixes Quarterly newsletter
Covers info on Unix, OVMS, NT Op Sys Articles describe how to use, manage & update
systems, networks and layered products
Annual Customer Site Visit OS Upgrade Planning Assistance
Provides recommendation/advice for integrating new Compaq H/W or Op Sys S/W prods into the environment (limited to 10 hours)
Notification of known problems/fixes Quarterly newsletter
Covers info on Unix, OVMS, NT Op Sys Articles describe how to use, manage & update
systems, networks and layered products
19 www.compaq.com
Inspiration Technology
MasterchampMasterchamp
EntitlementEntitlementCritical or Non-criticalCritical or Non-criticalProblem StatementProblem StatementDispatch & TimersDispatch & Timers
Gold call flowGold call flow
Partner/CustomerPartner/Customercalls CSCcalls CSC
CSC TAM & CSC TAM & Gold TeamGold Team
Critical call
CSC ProductCSC ProductTeamTeam
Non- critical call
Field OfficeField Office
20 www.compaq.com
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Gold call flowGold call flow
Field OfficeField OfficeMicrosoft, Microsoft, Novell, etc.Novell, etc.
CSC Product CSC Product TeamsTeams
Compaq Compaq EngineeringEngineering
Partner/CustomerPartner/Customer
CSC TAM &CSC TAM &Gold TeamGold Team
Owns the callOwns the callWorks the issueWorks the issueWorks escalationsWorks escalationsCloses the callCloses the call
Technical Technical Exception Exception ManagerManager
23 www.compaq.com
Inspiration Technology
Compaq offers services that provide lifecycle support to every business critical system in
your environment
Compaq offers services that provide lifecycle support to every business critical system in
your environment Compaq Gold Support for operating system software
OpenVMS, Tru64 UNIX, Windows NT, and Novell NetWare
Compaq Gold Support for Network Products Routers, Switches, hubs, and other network infrastructure products
Compaq Gold Support for Storage Products ( New! ) StorageWorksTM products, HSD, HSG, HSJ, HSZ, and Raid controllers SANs
Platinum Support Network Management Services
Consulting, Network Healthchecks, NetSupport Advisory, NetSupport Shared, and NetSupport Full Services
Compaq Gold Support for operating system software OpenVMS, Tru64 UNIX, Windows NT, and Novell NetWare
Compaq Gold Support for Network Products Routers, Switches, hubs, and other network infrastructure products
Compaq Gold Support for Storage Products ( New! ) StorageWorksTM products, HSD, HSG, HSJ, HSZ, and Raid controllers SANs
Platinum Support Network Management Services
Consulting, Network Healthchecks, NetSupport Advisory, NetSupport Shared, and NetSupport Full Services
24 www.compaq.com
Inspiration Technology
Gold Support for StorageWorksTMGold Support for StorageWorksTM
Storage becoming more critical to eBusiness
High demand from Compaq customers for business-critical support
Key features based on customer input Available on Compaq Alpha- & Intel-
based servers & Multi-Vendor SANs Requires 24x7 hardware support, 2-
hour uplift recommended Similar to Gold Support for Network
Products
Storage becoming more critical to eBusiness
High demand from Compaq customers for business-critical support
Key features based on customer input Available on Compaq Alpha- & Intel-
based servers & Multi-Vendor SANs Requires 24x7 hardware support, 2-
hour uplift recommended Similar to Gold Support for Network
Products
Available Now!
25 www.compaq.com
Inspiration Technology
Platinum Service Platinum Service
When your customers support needs exceed standard services - customizable solutions
Tailor-made support plan based on statement of work (SOW) requirements
Success built on strong relationship, partnership, communications, and teamwork between the CSC and you
Platinum team is extension of
your IT staff
When your customers support needs exceed standard services - customizable solutions
Tailor-made support plan based on statement of work (SOW) requirements
Success built on strong relationship, partnership, communications, and teamwork between the CSC and you
Platinum team is extension of
your IT staff
26 www.compaq.com
Inspiration Technology
Why ‘Customer’ may need Platinum supportWhy ‘Customer’ may need Platinum support
Faster response time Customized escalation process Remote system management Outsourcing of operational support Vendor management Custom application support Develop custom patches
Faster response time Customized escalation process Remote system management Outsourcing of operational support Vendor management Custom application support Develop custom patches
27 www.compaq.com
Inspiration Technology
What Do Business Critical Customers Value Most?What Do Business Critical Customers Value Most?
TAM takes holistic approach, “does the whole call” TAMs are “systems engineers” HW, SW, problem manager Fastest response time Talks to the same person(s) Personal relationship with TAM (face to face site visits) Electronic site management guide Sounding board, advisor TAM viewed as an extended member of customer’s IT team TAM’s level of experience and knowledge
(system managers, developers, principle engineers)
TAM takes holistic approach, “does the whole call” TAMs are “systems engineers” HW, SW, problem manager Fastest response time Talks to the same person(s) Personal relationship with TAM (face to face site visits) Electronic site management guide Sounding board, advisor TAM viewed as an extended member of customer’s IT team TAM’s level of experience and knowledge
(system managers, developers, principle engineers)
28 www.compaq.com
Inspiration Technology
9x54-hr hardware
2-hr software
24x74-hr hardware
2-hr software
24x74-hr hardware
1-hr criticalduring business hours; 2-hr non-critical
Named ServiceManager
Quarterlyreviewwith team
24x72-hr hardware
1-hr criticalduring business hours; 2-hr non-critical
NamedServiceManager
Quarterlyreviewwith team
24x72-hr hardware
30-mincritical software
NamedServiceManager
Premium Support Team
Monthlyreview with team
Choose the level of support that fits your business needsChoose the level of support that fits your business needs
29 www.compaq.com
Inspiration Technology
Expansion from“Platform Partnership” to“Environment Partnership”
Investing in Future Value
What’s on our radar screen?
30 www.compaq.com
Inspiration Technology
Investing in Future Value
Enhanced proactive tools and processes
Vendor Management
Monitoring and alarming (lights out computing)
Application support and performance monitoring
31 www.compaq.com
Inspiration Technology
Gold ServiceFutures
Gold ServiceFutures
Continued Growth in all areas
More Services & Information with Internet access Improved Tools Part of “Everything to the Internet”.
Additional Gold Support Offerings Hardware? Vendor Management? International Coverage?
Others - What would you like to see?
Continued Growth in all areas
More Services & Information with Internet access Improved Tools Part of “Everything to the Internet”.
Additional Gold Support Offerings Hardware? Vendor Management? International Coverage?
Others - What would you like to see?
Questions?