HP Service Advantage November 10th, 2014

New era in service delivery Main messages 1 2 3 Clear portfolio of services with a defined strategy Innovative technologies and tools are now available Get Started Advanced processes supporting shared model remote support We just finished an exciting 2014 and I would like to take a few minutes to talk about what we have accomplished on the portfolio and marketing fronts. We started the year with a few competitive research projects, that gave us some clarity into what our customers think about our programs and perceive us as a partner. One of the main insights we drew, was that we are not clear enough with what and how we offer our portfolio of services and that our message wasn’t clear or defined enough. Well, we quickly pulled our sleeves up and went straight to work. We met in small groups, bringing all the regional stakeholders together to discuss this and managed to get to a common framework that we felt was clear and intuitive for our customers to relate to. Note that the journey started back in 2011, when GSS parted from TS to support GSB and a portfolio structure has been put in place by the WW category team.

Supporting you every step of the way… HP Portfolio Strategy Supporting you every step of the way… Get Started Manage Print Optimize Production Manage Change “I have just invested in an HP Press, and need to start printing as quickly as possible.” “I need a predictable business operation, and to reduce the risk of unplanned downtime.” “My HP Press runs well, but I need more productivity, and to reduce the total operating costs per print” “My production needs have changed, and I need to reposition or relocate and get my HP Press ready for production.” We have decided to create a common framework across all segments and regions, that would define the service experience we provided into four main steps in the life-cycle of every customers. Starting from the ‘Get Started’ step, in which a customer who just bought an HP press (or printer for that matter) need to start printing as quickly as possible. The next step is the ‘Manage Print’ step, were a customer (who already has his press or printer running and printing) need to get ‘predictable business operation’ meaning he needs to have some certainty into his production capacity per day/per week and for the application he is able to create and their respective quality and so on. The customer who want’s to build his customer pool, needs to know what is the risk the press or printer might fail and if it does, how much time it will take to get it up and running again (namely, what is the risk of unplanned downtime) We named the third step ‘Optimize Production’. In this step we see our customers managing to run their printing operation very well. But we all know that very well is not good enough these days and our customers are dealing with various challenges every day – from shrinking margins to shorter turn-around times and new applications to quality standards – we as HP feel that we need to be there for our customers to support their needs to produce more in certain times, to reduce total operating costs, waste less, deliver new applications and so on. All of these services fall under this ‘Optimize Production’ step. I want to stop here and make a small comment. We know that this split into certain steps in the customer’s life-cycle are not exact science and we are creating them to better serve our customers. By no means they imply we will NOT sell a certain service to a customer because he might be in the WRONG step. I t means, that if such a situation occurs, we need to look even more carefully into what the customer is asking us for. The last step we have identified is the ‘Manage Change step. In this step we understand that the customer is about to make some changes into his printing operations. Moving into a new facility or even changing location of the press or printer might be an example. Investing in another press or printer might be another or certifying a press or printer which coverage has expired is another one. All of these fall under the ‘Manage Change’ Step. Another principal we have put in place when we look at our portfolio was to simplify the number of categories they all fall into. Starting from SUPPORT services, via TRAINING services, trough PRODUCTIVIT Y OPTIMIZATION (former Value Added Services) and finally what ever didn’t fall into any of the first 3 categories will now fall into CUSTOMIZED services.

HP service experience Get Started Ramp-Up Pre-press Workflow Training Operator Training Level 1 Get Started Warranty (6m) Installation “I have just invested in an HP Press, and need to start printing as quickly as possible.” Site Assessment Get Started OK, now we move into mapping certain service programs into the various steps: So, the first step we have identified was the ‘Get Started’ step. Here we can find some services which are entitled with the press or printer, like Site Assessment, Installation and 6 months warranty. These first three are SUPPORT services. The following ones are TRAINING services: Starting with Operator Training Level 1 and Pre-press Workflow Training. And the last one we have mapped to this step, is a PRODUCTIVITY OPTIMIZATION step called ‘Ramp-up’

HP service experience Manage Print Pre-press Workflow Training Operator Training Level 2/3 Preventive Maintenance Multi-Vendor Uptime Kits Manage Print SmartStream Solutions Services “I need a predictable business operation, and to reduce the risk of unplanned downtime.” Shared Maintenance Full Support Manage Print Our second step in our journey is named ‘Manage Print’. Here we have mapped five main SUPPORT services: From Support Services agreements (Full and Shared Support) to SmartStream Solutions 9workflow) Services, through Multi vendor (or 3rd party) services and Preventive Maintenance Service. Coming next are two TRAINING Services: Operator Training Level 2 or 3 and Pre-press Workflow Training (we had this service mapped to the first step as well, as we offer it on these two steps based on the customer)

HP service experience Optimize Production Account Service Management Pre-press Workflow Consulting Peak Season Production Management Optimize Production Color Management “My HP Press runs well, but I need more productivity, and to reduce the total operating costs per print” Production Optimization Health Check Optimize Production The third step is the ‘Optimize Production’ step. In this step we have identified three PRODUCTIVITY OPTMIZATION services ‘Health Care’, ‘Production Optimization’ and Color Management’. Each of these three services has unique value to the customer in bringing his production to excel on a certain angel. The following service is a Training one name ‘Production Management’ with Three CUSTOMIZED services named: ‘Peak Season’, Pre-press Workflow Consulting’ and Account Service Management’ Please note that not all of those services exist across all product lines, this is the generic framework while services vary across product line and geography.

HP service experience Manage Change Recertification “My production needs have changed, and I need to reposition or relocate and get my HP Press ready for production.” Relocation Manage Change Lastly, we have the ‘Manage Change’ step. Here we have two CUSTOMIZED services. With services like ‘Recertification’ and ‘Relocation’ that support our customers changing needs.

HP Service portfolio Pre-Press Workflow Training Operator Training Level 2/3 Account Service Management Preventive Maintenance Pre-Press Workflow Consulting Ramp-Up Pre-Press Workflow Training Multi-Vendor Peak Season Operator Training Level 1 Production Management Uptime Kits Warranty (6m) SmartStream Solutions Services Color Management Installation Shared Maintenance Production Optimization Recertification Site Assessment Full Support Health Check Relocation Get Started Manage Printing Optimize Production Manage Change Support Service Training Service Productivity Service Customized Service Here is the ‘birds' view’ of our portfolio. Impressive, isn’t it? Well, no longer do we have long laundry list of services…we now have a clear story and a value proposition.

New era in HP Indigo service delivery Main messages 1 2 3 Clear portfolio of services with a defined strategy Innovative technologies and tools are now available Optimize Production Advanced processes supporting shared model remote support Our portfolio of services is the baseline of what we do and it isn’t going away. We are now ready to look into the future. And our future brings new winds of innovation. Innovative technologies and tools which we have invested in their development to better deliver service and support to the benefit of our customers.

HP Service Advantage What is it? HP Service Advantage is an integrated offer of services for our customers to enhanced productivity, uptime and quality Operator Certification Smart Uptime kit Print Care Independently diagnose & fix issue Always access the right part Effectively access knowledge One voice command to access HP experts Prevent up to 25% of press issues Visual Remote Guidance Predictive Press Care Expanded Expanded New in FY15 New in FY15 New in FY15 Customer Excellence Program Production Excellence Routines PrintBeat Service 2.0 Today, I am excited and thrilled to present to you what we have been working on for over a year and just announced at Graph Expo… HP Service Advantage…it is our Strategy going forward which defines what and how we deliver to our customers. It is an integrated offer of services for our customers’ benefit that enhances productivity, uptime and quality of their business, which will support their business growth. Starting for Print Care, which all of you know. It is a complete on-press toolset that enables fast and accurate diagnosis and resolution of issues. HP Indigo and Scitex Print Care is continuously expanded with new capabilities and tool. With the latest integration of the Production Excellence Routines into Print Care, we see the integration of these two main initiatives Next we have the Smart Uptime kit, currently available for the Indigo product line and will become available for the IHPS and Scitex product lines in FY’15, the Smart Uptime kit is designed to help customers to keep and manage his uptime kit spare parts any time and from any place. The Smart Uptime kit is a cloud-based solution, which enables customer to always access the right part. A new component of the HP Service Advantage strategy in FY’15 is the ‘Operator Certification’. This Online solutions enables HP and Press/printer owners to effectively manage and access knowledge and training. Available in FY’15 for the HP Indigo product line, this new program will expand to other product lines in GSB in FY16. Our recently introduced (at Graph Expo) cool HP Visual Remote Guidance is a technology and later in FY’15 a service to be available for the IHPS product line and other product lines in GSB to follow. The technology enables innovative remote support experience enabled trough HP MyRoom that facilitates faster issue resolution by operators, while collaborating virtually with a remote support engineer. Wearable computing display, like Google Glass enables convenient hands-free interaction. Last but not least, in fact we see Predictive Press Care as a disruptive technology that will transform the way we deliver support services entirely. HP Predictive Press Care is a proactive support technology that provides early warning alerts of upcoming problems, together with issues resolution instructions. This enables customers to schedule repair and maintenance for times that minimize impact on production, enabling maximum utilization of press/printer. Other initiatives like, Customer Excellence Program, Production Excellence Routines, PrintBeat and Service 2.0 will be merged into HP Service Advantage.

HP Indigo Print Care

80 % HP Print Care New Intuitive user interface Optimal Print Manage up to 80 % HP Press Issues without calling an HP engineer Optimal Print quality assurance Diagnostic and troubleshooting processes with step-by-step guidance for self resolution Intuitive and automated tools provide HP Indigo Print Care users quick and efficient identification and corrective actions New Intuitive user interface New remote support experience Collaborate and resolve issues in real-time and resolve press issues quickly Efficient press diagnostic Maintenance and calibration tools with a friendly user experience A few highlights on HP Print Care: Manage up to 80% of press issues without calling an HP engineer HP Indigo Print Care provides Optimal Print quality assurance FY’14 Print Care versions offer new intuitive user interface that enables New remote support experience It is like having an engineer onsite at all times!

HP Indigo Smart Uptime Kit

5 60 % 1 Solution Cloud Based HP Smart Uptime Kit Presses Covers The HP Indigo Smart Uptime Kit contains the most-frequently needed parts for your press, a barcode scanner, a dedicated PC, and cloud-based inventory management software. Up to Covers 5 60 % Presses of the same model on the same site Machine down cases on average Cloud Based 1 Solution spare parts management software The HP Indigo Smart Uptime Kit contains the most-frequently needed parts for your press, a barcode scanner, a dedicated PC, and cloud-based inventory management software. ONE solution Cloud-based spare parts management software Support up to 5 presses of the same model on the same site Enjoy 60% coverage on average of machine down cases We see a huge opportunity around Smart Uptime kit opportunity, easier to bundle uptime kit with press and offering channels an opportunity on the short and longer term. Easy registration and tracking of parts and missing parts alerts mean you will always know what parts you have onsite, and exactly where they’re located.

HP Certification

Career Experience HP Indigo Operator Certification recognized Minimize HP & Industry recognized Certification Online Customer Experience Promote ongoing relationship with operators and improve customer efficiency & satisfaction Operators Minimize unnecessary Engineer visits Professional Career Accreditation HP Certification Program is a critical program that supports the knowledge pillar of HP Service Advantage. Making knowledge and training more accessible to customers on ones side and allowing HP to know and manage that knowledge to support other technologies will become key as we launch more sophisticated solutions for remote support. We allow customers a better experience and operators a professional career accreditation, while minimizing unnecessary engineer visits and allowing customers to be more self-sufficient. All in all this programs creates a ‘win-win’ situation for the customer, the operator and HP.

Visual Remote Guidance © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. HP Confidential

HP Visual Remote Guidance HP Visual Remote Guidance enable live collaboration between customers and HP remote service engineers via HP MyRoom, enabling real-time voice, video and content sharing. Enhanced support experience With live collaboration Shortened learning curve and access to HP best practices Optimized Diagnosis and Faster issue resolution HP Visual Remote Guidance is a set of technologies that enable live collaboration between customers and HP remote service engineers via HP MyRoom, enabling real-time voice, video and content sharing. Customers can be guided remotely by one or multiple HP services experts and gain a world-class experience and fast issue resolution. Customer Benefits: Enhanced support experience; live visual collaboration providing an intelligent, intuitive remote support experience Optimized diagnosis accuracy and reduced remote problem resolution times Shortened learning curve for your employees

HP Predictive Press Care

HP Predictive Press Care HP Predictive Press Care is a proactive HP remote support service that provides early warning alerts of upcoming problems, together with issue resolution instructions. Minimized production downtimes Early detection of problems Proactive parts orders Ideally, the Predictive Press Care Toolset system should create a (process by which a) case automatically created and managed in the service management system HP Predictive Press Care is a proactive HP remote support service that provides early warning alerts of upcoming problems, together with issue resolution instructions. This service enables customers to schedule repair and maintenance for times that minimize impact on production, providing maximum utilization of their investment. Minimized production downtimes achieved by planning repair and maintenance around critical schedules Early detection of potential problems through early notification and associated action plans Proactive parts orders including instructions for operators

New era in HP service delivery Main messages 1 2 3 Clear portfolio of services with a defined strategy Innovative technologies and tools are now available Optimize Production HP Service Advantage launch summary & next steps SO now that we have covered the basics and have addressed our strategy and painted our future, let’s recap for a few minutes at the recent launch and announcement of our HP Service Advantage Strategy and two new technologies HP Visual Remote Guidance and HP Predictive Press Care and Graph Expo end of September.

Thank you!