© 2004 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice HP OpenView Premier Service HP Restricted — Channel Partner Use OK November 2004

HP Software Services Portfolio of management software services Software Support Level of Personalization Customer Value Proactive support For mission critical customers Software Customer Connection Software Support Online Standard support Software Support 24x7 Advantage Service Premier Service Proactive 24 Service Critical Service

HP OpenView Premier Service In addition to Software Support or Software Support 24x7, HP OpenView Premier Service offers proactive and personalized services, including: −Highest call priority −An HP OpenView specialist team that: Owns, manages & reports on your service cases through resolution Manages your operational profile, including configuration maintenance Delivers additional services you choose Delivers optional business focused partnership & advocacy Note: Software Support and/or Software Support 24x7 is required

How Premier Service is different from Advantage More customized: −Wide range of features and technical services from which to choose More personalized: −Named engineer with intimate knowledge of customer’s environment available to perform reactive, proactive and on-site technical services More flexible: −Modular structure to cover environments of different size

What’s new - summary Feature descriptionCustomer benefit of feature How customer benefit is relevant to sales Premier Service now has a 4 and 5 year support package. Can order up to 5 years of this service Gain customer interest ROI (cost justification) An extension server option will be available for the HP OpenView enhancement to Proactive 24 and Critical Services, option 3XZ This will make the service more affordable since customers don’t have to purchase the entire service for each HP OpenView management server. ROI (cost justification)

Premier Service competitive advantages Customers have direct access to a named engineer who understands the customer's environment and has access to a team of HP OpenView professionals that can be called upon to address customers’ issues. HP OpenView experts who understand the customer’s environment perform remote & on-site activities, which mean a faster and efficient way of doing consultancy. This will save the customer money. Customers can use the named engineer as an advisor to discuss which services need to be implemented to ensure the customer's business. The customer receives proactive activities that will prevent problems from occurring None of our competitors have offerings, which combine reactive, proactive and on-site activities provided by the same team.

Why you should sell HP OpenView Premier Service You get compensated for the value of the Premier Service Successful installations take less post-sales time (less post-sales technical resources needed as well) Successful customers buy more remove barriers to incremental sales identify new sales opportunities Successful customers are reference-able Customer satisfaction issues handled proactively (adds credibility to the sales team) Addresses the customer’s business goals Helps ensure personal success for your internal coaches Increased customer wallet-share (less for the competition)

How you order HP OpenView Premier Service Note: Software services business development managers should be contacted to assist with quoting HP OpenView Premier Service Use HA287A1, HA287A3, HA287A4, HA287A5 for HP OpenView Premier sales made during the time of HP OpenView product purchase (upfront) Use HA287A1, HA287A3, HA287A4, HA287A5 to upsell existing HP OpenView customers to HP OpenView Premier Service

What is an HP OpenView management server? A management server can be defined as the system where the customer’s HP OpenView management server software is implemented (where the server software portion is installed; not the agents). −All Network Node Manager (NNM) boxes are management servers, as NNM does not have an agent portion like OVO or Service Desk. −Manager of Manager, Cell Manager, and Collection Stations are all examples of management servers

What is an HP OpenView product family? A product family is a grouping of associated HP OpenView products primarily used in one of the following areas: −Network Management −System/Application Management −Performance Management −Service Management −Storage Management An HP OpenView Product Family guide, which lists all the available products for each product family, is available from your regional HP OpenView Business Development Manager or the HP OpenView Premier Service website at:

HP Software Services sales resources HP software sales contacts: −Jim Detzel Americas Software Services BDM, +1 (407) −Daniel Timmer EMEA Software Services BDM, −Wallence Wong AP Software Services BDM, −Yuichi Higuchi Japan Software Services BDM HP services sales contacts: −Jim DetzelAmericas Software Services BDM, +1 (407) −Ray NunezAmericas Software Services MDM, +1 (916) −Clark MenefeeAmericas Software Services BDM, +1 (916) −Dmitry KovalevEMEA Software Services BDM, −Wallence WongAPSoftware Services BDM, −Yuichi Higuchi Japan Software Services BDM Sales tools available at: −Sales Guide −Data Sheet −Sales Training Presentation −Customer Presentation: “HP OpenView Premier Services” −Cheat sheet / Quick Reference Card −HP OpenView Product Family Guide −And more…

For detailed information about HP OpenView Premier Service, visit: For an overview of HP software services, visit: To access technical interactive support, visit Software Support Online at: To learn more about HP Software Customer Connection, a one-stop information and learning portal for software products and services, visit: For more information

© 2004 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice Thank you Please forward any questions or comments on this training to:

Backup Slides

HP Software Customer Connection A customer loyalty initiative in the format of a free membership program for our entire license base of software customers - Management Software including Storage* and HP OpenCall - with focus on technical users providing: −a member-exclusive portal: −dedicated member events (technical web seminars) −a focused and interactive communication pipeline  Proactive communication to installed base customers creates awareness of our products and services -Increases interest of your customers to find out more about existing or new products and services  HP Software Customer Connection provides a competitive advantage that should be used as a selling point: -No direct competitor currently offers a comparable program  Enabling customers to better utilize the power of HP Software, increasing their productivity and maximizing their business investment  increases customer loyalty and reduces competitive entry  Win/win situation: customers get empowered and more out of their software; SGBU gets better and more means to interact with customers

Happy (trained) customers buy more… Help your customers make the most from their HP OpenView products by selling HP Care Pack services for education Easy to sell. Single part number, or technology-specific, with over 3,000 courses to choose from. Happy, loyal customers. Better trained, better productivity, better investment decisions, and better return on investments. Less vulnerable to competition. Customers can use all that HP products have to offer and so are less likely to switch to a competitor. Convenient. HP OpenView Care Pack packages are available for new and migrating NNM and OVO customers. See speaker notes for details. HP Training for HP OpenView A comprehensive package, U5466S #4BA, gives your customer access to all HP Education courses. For more information, see curriculum and course information at or call the contacts listed in the speaker notes.