1. Selling Services NetIQ U Sales Enablement Training October 2012 Mary Carty Services Sales Executive mary.carty@netiq.com

2. © 2012 NetIQ Corporation. All rights reserved. 2 Agenda 1. Selling Services 2. Benefits for you 3. Benefits for your customer 4. Working with our Partners 5. More details on Services offerings 6. Contacts

3. © 2012 NetIQ Corporation. All rights reserved. 3 Selling Services…

4. © 2012 NetIQ Corporation. All rights reserved. 4 Software License Demo POC Pilot Consulting Premium Support Technical Training Technical Support Successful Solutions Value-Added Partners A True Enterprise-Grade Solution

5. © 2012 NetIQ Corporation. All rights reserved. 5 Apply subject matter expertise, best practices and services to implement successfully and ensure value realized Sell to customer pain points. Become a Trusted Advisor. Extend value by sustaining the value-added differentiation and being agile to meet customer change and growth needs Selling Services = Relentless Focus on Customer Success

6. © 2012 NetIQ Corporation. All rights reserved. 6 Benefits for you…

7. © 2012 NetIQ Corporation. All rights reserved. 7 Selling Premium Services Saves You Time and Makes You Money! Increased opportunities – Inside account intelligence – Easy up-sell and cross-sell opportunities Greater customer satisfaction & loyalty – More likely to be on current versions + using newer features – Higher renewal rates More NetIQ people = less issue handling for you – With a Premium Service Engineer + SAM, you dont manage technical issues – they do it for you – You have more time to sell

8. © 2012 NetIQ Corporation. All rights reserved. 8 Premium Service Engineer = Higher Maintenance Renewal Rate Customers with Premium Support also experience higher customer satisfaction and customer loyalty!

9. © 2012 NetIQ Corporation. All rights reserved. 9 Benefits for your Customer…

10. © 2012 NetIQ Corporation. All rights reserved. 10 Value Realization The Pressures Working Against You to Achieve ROI Time Value Long-term Optimization Cost Exceeds Value Accelerated Value Implementation Starts Lack of subject-matter expertise Lack of professional services Lack of attention to maintenance Tech support reactionary No ownership of customer success Product commitment Lack of customer contact Lack of education/training

11. © 2012 NetIQ Corporation. All rights reserved. 11 Value Long-term Optimization Cost Exceeds Value Accelerated Value Implementation Starts Meeting Customer Needs and Extending Value What You Need to Be Successful Continuously extend value into business Deliver professional services Provide premium support Specialize and improve SME that customers can see results from Reduce risk of failure Currency, relevancy, competitiveness Sell to Customer Pain Points Deliver best practices to customers Proactive tech support Proper education/training Provide quality enhancements to customer needs Time Scale with certified partners

12. © 2012 NetIQ Corporation. All rights reserved. 12 Working with our Partners…

13. © 2012 NetIQ Corporation. All rights reserved. 13 Working with Partners – Partners are a critical part of our Professional Services strategy – Focus on working with (subcontracting to) Partners who deliver high quality Professional Services – Certifications help us maintain the high standard – Services must be sold on NetIQ paper for commission credit – An optimal partner mix..

14. © 2012 NetIQ Corporation. All rights reserved. 14 Partners & Services How Partners make money from NetIQ Services Premium Support Contracts – ASE, PSE, DSE - Deal Registration Program – 10% rebate for existing customer – 20% for new customer Consulting – Service Credits – – 10% rebate for existing customer – 15% for new customer

15. © 2012 NetIQ Corporation. All rights reserved. 15 Service Offerings…

16. © 2012 NetIQ Corporation. All rights reserved. 16 Professional Services Consulting Training Support Center Service Dedicated Support Engineer (DSE) Primary Support Engineer (PSE) Assigned Support Engineer (ASE) Project PSE Service Account Manager On-Site Support Scheduled Standby Project Implementation Upgrades Design Delivery Excellence Reviews Custom Development Billable Proof-of Concepts Workshops Technical Services Advanced Technical Training (ATT) ATT On-Site Customized Trainings Online Technical Training Certification Courses Technical Skill Assessment

17. © 2012 NetIQ Corporation. All rights reserved. 17 Premium Support Offerings Premium Service Engineers – Dedicated Support Engineer (1:1) – Primary Support Engineer (1:4) – Assigned Support Engineer (30 SRs) Service Account Manager (~1:20-30)

18. © 2012 NetIQ Corporation. All rights reserved. 18 Premium Support Qualifying Questions 1. Are your systems customized? Mission critical? 2. What is your business risk if systems are down? 3. Do your needs exceed standard technical support? 4. Is managing support issues through one expert better? 5. Are you planning to implement new products? 6. Are you planning to upgrade your existing products?

19. © 2012 NetIQ Corporation. All rights reserved. 19 Premium Services Sales Collateral Quick Reference Guide and Customer Flyer

20. © 2012 NetIQ Corporation. All rights reserved. 20 Technical Training Offerings Courses will be up-to-date and available @ Product GA! Direct Custom Training – Can be delivered exactly to your customers specifications Public Training Courses On-demand Training – Subscription based eLearning library offering a single user one-year unlimited web access or entire library ($1,799) Advanced Technical Training Events - ATT Live, BrainShare Self Study Kits - Printed Course manual, DVD, CDs Certifications and Testing All Technical Training offerings can be sold/invoiced under one part # - Training Credits Each Training Credit = $350/329 (i.e. like a gift card)

21. © 2012 NetIQ Corporation. All rights reserved. 21 Services Selling Resources All available on NetIQ.com & Innerweb Tools for you: – Maintenance Battlecard – Primary Support Engineer Quick Reference Guide – Technical Training Course Schedule and reference details Customer Collateral: – NetIQ.com (click on Support/Services) – Services Flyer 1. Premium Offerings (xSE) 2. Consulting

22. © 2012 NetIQ Corporation. All rights reserved. 22 Contacts…

23. © 2012 NetIQ Corporation. All rights reserved. 23 Contacts EMEA Services Sales Executives: – Tony Dunn - Greater EMEA – Ines Lieberengel - Central – Zeina Klink - South – Marco Romano – Italy, Middle East & Emerging Markets – Mary Carty – Benelux & Nordics – Barry Reddan - West

24. © 2012 NetIQ Corporation. All rights reserved. 24 Extending Customer Value by Selling Services isnt complicated.

25. © 2012 NetIQ Corporation. All rights reserved. 25 Questions…