1. © 2004 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice HP Software Services Sales Rep Training Marcia Blakely & Pascale Guivier HP Software Services September 2005 -- INTERNAL USE ONLY -- SR training slide set objectives: This is a VERY comprehensive set of slides covering ALL services in various levels of detail. Please review slides and use set as reference to pull from when appropriate.

2. HP RESTRICTED - Channel Partner Use OK2 Agenda I. The Opportunity - How Do you sell today? - Why selling services? - Differentiator: why HP II. The Scenario: what is happening today - Today IT Challenges - Business Agility Issues - HP OpenView Services for a successful IT management III. HP Software Services - Introduction: value proposition - Value and solution lifecycle - Portfolio of services - Evaluate Phase Service - Develop Phase Services - Deploy Phase Services - Operate Phase Services IV. Positioning V. Software Support Online VI. Customer Connection VII. Summary VIII. Backup Slides: - detailed service slides

3. HP RESTRICTED - Channel Partner Use OK3 The Opportunity

4. HP RESTRICTED - Channel Partner Use OK4 How do you sell today? Are you a software license Sale representative? or Do you consider proposing customers to open a relationship with a software-based solution ? Do you know that services are the longest thread of HP and customer relationship? Introversion minute

5. HP RESTRICTED - Channel Partner Use OK5 Why selling services? HP Software Services is not only support - it also includes value-added deliverables Regular support supplies: −Secure software running environment −Standard relationship with HP Software organization −Regular updates on technical advances −Delivery of software upgrades Services supply: −Enriched technical software assistance −Daily interaction with technical HP contacts −Higher priority to problem resolution −Higher levels of delivery commitments …and even more Refresh your opinion on services

6. HP RESTRICTED - Channel Partner Use OK6 Increase your commission: −Selling services increases your bottom line now and in the future −Selling services greatly enhances your customer relationship −Gain customer confidence and gain a competitive edge Why Selling Services? Your opportunity Provide a complete solution Don’t leave money on the table Reduce barriers to sale Address satisfaction issues proactively Be free of post-sale issues Identify new sales opportunities

7. HP RESTRICTED - Channel Partner Use OK7 Choice Differentiators: why HP HP is not a software reseller −It is much more HP main values are −Put customer first −Be Reliable −Offer top of the edge technologies HP supplies −A long term partnership −A guidance for technical excellence Sell an Experience of High Tech World with HP! What do you represent ?

8. HP RESTRICTED - Channel Partner Use OK8 The Scenario: What is happening today

9. HP RESTRICTED - Channel Partner Use OK9 IT Management is now an integrated function that must run perpetually to ensure the availability of your business processes To do so, ITSM must now manage more: −automating infrastructure management −measuring internal business processes efficiency −increasing security and identity management IT Challenges Maturity phase

10. HP RESTRICTED - Channel Partner Use OK10 Business agility issue: How painful are the consequences of missing goals? time return – Optimum value from HP OpenView – Shortest reasonable implementation time – What are the business consequences of a longer timeframe or less return? – Are there adequate HP OpenView resources available internally?

11. HP RESTRICTED - Channel Partner Use OK11 Rational infrastructure management coverage −Manage all elements that make business sense Optimal tuning −Manage the way you want the infrastructure managed Effective utilization −Manage using the complete set of product capabilities Constant evolution HP OpenView Services The goal is a successful HP OpenView environment

12. HP RESTRICTED - Channel Partner Use OK12 Qualifying needs: What do they need?

13. HP RESTRICTED - Channel Partner Use OK13 Target Customers: −HP OpenView customers seeking standard operational support or wishing to return to support with HP Qualifying Questions: −New Customers: How important is your IT environment where HP OpenView software is managing your assets? What are your availability requirements for your HP OpenView application? −Installed Base: Do you currently have support with your HP OpenView license? Which Support Services do you have today; does it meet your needs? −May I show you support upgrade options as you purchase your new licenses? −Do you know you can track your licenses online? −Would you like to find out more about our Self-Healing Services? Our Customers Basic Needs

14. HP RESTRICTED - Channel Partner Use OK14 Target Customers: −HP OpenView customers looking for more than standard operational support through added value services −HP OpenView customers needing to secure day-to-day operational configurations with a tight technical relationship Qualifying Questions: −Do you want to get more pro-active type of assistance from HP? Would you like to learn ways to better manage your software environment? How do you know if you are making optimum use of HP OpenView capabilities? How well equipped is your staff to support your HP OpenView management environment? Do you know we can regularly audit and tune your HP OpenView configuration? −Would you like to get committed problem resolution time? −Do you know you can purchase your licenses and operational set-up in one step? Our Customers Today’s Needs

15. HP RESTRICTED - Channel Partner Use OK15 Assessing Customer Needs What is the business impact of service disruption? to determine the level of service they might need in response time commitments and software fix delay supply What mission critical functions are dependent on IT? to check if mission critical services are required or only for some products- propose then a mix product/services to match exact need Does your business operate 24x7? to determine if they may need a level of service that offers 24x7 support Do you always manage problems by yourself or expect a tight technical contact with HP? to see if they can be a target for Premier Services What changes in your business or IT operations are you planning in the next 6 months? to determine next up-selling to do or to offer migration or product set-up services Probing questions

16. HP RESTRICTED - Channel Partner Use OK16 HP Software Services The overall offer

17. HP RESTRICTED - Channel Partner Use OK17 HP OpenView Management Solutions and HP Software Services Business Service Management IT Service Management Application Management Infrastructure Management Governance Identity Management Configuration Management Information Lifecycle Management Choose a solution that best meets your needs & requirements: HP Software Services: Full suite of services to meet needs Then, HP offers a breadth of services that will assist you in quickly getting your HP OpenView solution up and running and keeping your environment current, available and reliable.

18. HP RESTRICTED - Channel Partner Use OK18 HP offers a breadth of services like: −24x7 availability of Support Services in every region of the world - anytime anywhere −OV environment current: Supply of HP OV Software upgrades −Efficient assistance in case of problems and issues: maximizes uptime of business services HP Software services programs help you achieve the highest return on investment in OpenView as: −Help with change management thru pro-active Services: supply additional skilled staff −Advocate of customer within HP Support organization Experienced HP OpenView engineers can assist you in deploying, maintaining and upgrading your solution giving you an end-to-end solution that you can trust. HP Software Services Getting the most from your software investment

19. HP RESTRICTED - Channel Partner Use OK19 Software Solution Lifecycle HP expertise every step of the way Evaluate DevelopDeployOperate Minimize costMaximize return Speed time to market Identify and choose the solutions most likely to succeed Ensure “right the first time” development and deployment of new software Improve and maintain continuity, stability, and performance

20. HP RESTRICTED - Channel Partner Use OK20 Evaluate DevelopDeployOperate HP Services and Support Full suite of services to meet needs Minimize costMaximize return Speed time to market Identify, test and choose the solutions most likely to succeed Ensure “right the first time” development and deployment of new software Improve and maintain continuity, stability, and performance Developer Programs Implementation Service Foundation Support Personalized Services – Support 9x5 – Support 24x7 – Support Enhanced – Advantage Service – Premier Service – Proactive 24 Service – Mission Critical Services Operational Services – Radia Operational Service OSS Developer Services Pilot Implementation Service Customer Connection Software Support Online OSS Deployment Services

21. HP RESTRICTED - Channel Partner Use OK21 Developer Programs OSS Developer Services HP Services and Support Full suite of services to meet needs Minimize costMaximize return Speed time to market Identify, test and choose the solutions most likely to succeed Ensure “right the first time” development and deployment of new software Improve and maintain continuity, stability, and performance Evaluate DevelopDeployOperate Implementation Service – Web Application implementation service – Performance Insight implementation services – Radia implementation service OSS Deployment Services Foundation Support Personalized Services – Support 9x5 – Support 24x7 – Support Enhanced – Advantage Service – Premier Service – Proactive 24 Service – Mission Critical Services Operational Services – Radia Operational Services – Developer Assistance – Customized Services – Advisor Onsite/ Remote Services – Workshop Service – Customized Services – Advisor Onsite/ Remote Services – Workshop Service Pilot Implementation Service – OVBPI Pilot Implementation Service Customer Connection Software Support Online Portfolio with SES and TeMIP services listed in detail

22. HP RESTRICTED - Channel Partner Use OK22 Evaluate Evaluate Phase: HP Software Services and TCE Pilot Implementation Service Make decisions based on real-life data Save time, money & resources Provides a real life demonstration of how HP OpenView technologies can be applied to the customer’s business, it’s benefits and deployment requirements. HP OpenView Business Process Insight HA124A1 5GY Available in EMEA and AX only. DescriptionKey BenefitsSupported ProductsService Part # -- INTERNAL USE ONLY --

23. HP RESTRICTED - Channel Partner Use OK23 OSS Developer Services Accelerate time to market Optimize ROI Flexible set of services to assist you across the solution lifecycle, including development, implementation and upgrade. HP OpenView TeMIP & SQM U5501AA U5007AA Developer Programs HP Software Developer program provides the tools, the information and the technical forums needed to work with HP frameworks and technologies. Free of charge Register on http://devresour ce.hp.com/drc/p rograms/memb ership.jsp Enhance ability to create applications and voice-enabled interactive services Opportunity to learn about world-class software and architectures Forums to interact with HP software community. Invent Online technical web casts Software tool downloads Monthly News newsletter White papers, technical articles and Technical tips Forums and Event guides Technology and product topics Develop Develop Phase: HP Software Services and TCE DescriptionKey Benefits Supported Products Service Part # -- INTERNAL USE ONLY --

24. HP RESTRICTED - Channel Partner Use OK24 Implementation Service Accelerate delivery with “done right the first time” confidence HP IT experts work with you side by side to install, configure, and build the IT application for your operational environment Web Application Set-up HP OV Performance Insight HP OV Radia HA124A1 5GW, 5GX HA124A1 5L6, 5L7, 5L8, 5EB HA124A1 5DY, 5DX, 5D9 Deploy Deploy Phase: HP Software Services and TCE DescriptionKey BenefitsSupported ProductsService Part # OSS Deployment Services Accelerate time to market Optimize ROI Flexible set of services to assist you with application development, such as specific workshops, fast- prototyping, and demo building. HP OpenView TeMIP & SQM U5001AA and U5007AA -- INTERNAL USE ONLY --

25. HP RESTRICTED - Channel Partner Use OK25 All HP OpenView products Select third-party software HA107A1 (1yr) -- HA107A5 (5yr) HA110A1 (1yr) -- HA110A5 (5yr) Access to software patches Updates & upgrades Access to online support & Response Center Software Support 9x5 Access to software patches Updates & upgrades Access to online support & Response Center Comprehensive software services for HP OV and select 3rd-party software, including 9x5 telephone assistance. Includes Software Support Online. Software Support 24x7 Comprehensive software services for HP OV and select 3rd-party software, including 24x7 telephone assistance. Includes Software Support Online. Support Enhanced Priority calling over standard services Remote assessment Resolution commitment in addition to the standard sftwr support deliverables. Priority calling over standard support, and an upfront assessment to ensure software is configured correctly and ready to be supported. HP Operations for Unix & Windows Service Desk OpenView NNM HA531A1 (pricing is quote only) Operate Phase: HP Software Services and TCE Operate Foundation Support DescriptionKey BenefitsSupported ProductsService Part # All HP OpenView products Select third-party software HA106A1 (1yr) & HA109A5 (5yr) HA109A1 (1yr) & HA109A5 (5yr) -- INTERNAL USE ONLY --

26. HP RESTRICTED - Channel Partner Use OK26 Upfront: HA112A1 (1yr) – HA112A5 (5 yrs) option 9A1 Contractual: HA112AC Upfront: HA111A1 (1yr) – HA111A5 (5 yrs) option 9A1 Contractual: HA111AC Most HP OpenView products Achieve optimal service level Reduce operational risks Advantage Service Access to a technical Account Advocate Improves effectiveness of HP OV software environment Proactive support for SW management servers. Provides technical account advocate to proactively maintain customers’ software management servers. Service is build on top of reactive support. Premier Service Delivers a team of HP OpenView certified engineers and a flexible custom program of proactive and enhanced reactive services. Access to a named OV expert. Proactive 24 Service Saves time Ensures application availability and reliability Support tailored for HP Proactive 24l Service hardware customers that have HP OpenView products in mission sensitive or critical environments on their existing or new support contract. Most HP OpenView products Operate Phase: HP Software Services and TCE Personalized Services DescriptionKey BenefitsSupported ProductsService Part # Most HP OpenView products Upfront: HA288A1 (1yr) Contractual: HA288AC Operate - continued Mission Critical Services Increased availability Reduced risk & downtime Improved effectiveness Support tailored for HP Critical Service hardware customers that have HP OpenView products on their existing or new support contract. Most HP OpenView products Upfront: HA287A1 (1yr) -- HA287A5 (5 yrs) Contractual: HA287AC -- INTERNAL USE ONLY --

27. HP RESTRICTED - Channel Partner Use OK27 Operational Service Improve software setup of configuration Achieve optimal service levels Set of services targeted at supplying deliverables for post-installation operate phase and aims at improving the software set-up of customer’s configuration. Operate Phase: HP Software Services and TCE Operational Services DescriptionKey BenefitsSupported ProductsService Part # Radia products: - Config. & Best Practices - Advance Packaging Techiques - Performance & Tuning - Operational Skills Transfer HB067A1 (AX) Operate - continued -- INTERNAL USE ONLY --

28. HP RESTRICTED - Channel Partner Use OK28 Positioning

29. HP RESTRICTED - Channel Partner Use OK29 SLA to resolve support calls within a specified deadline Compensation to customers if HP misses the deadline Higher priority in the support engineer's queue Upfront assessment to prepare application to be supported HP Software Services: Operate phase contractual offerings Software Support Enhanced Software Support 9x5 Advantage Service Premier Service Software Support 24x7 24x7 phone-in assistance Added Value: Proactive and personalized services, with a higher response priority Named Response Center HP OpenView engineer: – Owns, manages and reports on your service cases through resolution – Manages a profile of your software environment, including config. maintenance – Delivers additional services you choose – Delivers optional business focused partnership and advocacy Proactive services that include an assigned Technical Account Advocate: – Monitors, analyzes and reports on call history – Manages a profile of your software environment – Provides limited patch analysis and software class problem notification Foundation SupportPersonalized Services 24x7 web-based intelligent response Software discovery and license history Phone-in 9x5 Software patches, updates and upgrades Self-Healing Services Added Value: 24x7 phone-in assistance value to business increases 24x7 phone-in assistance Added Value:

30. HP RESTRICTED - Channel Partner Use OK30 Software Support Enhanced: How to position next to Premier A new addition to the “classic” support side of our portfolio focused on fastest turnaround time Software Support 9x5 Premier Service Advantage Service Software Support Enhanced Software Support 24x7 Mission Critical CS/P24 Foundation – think “classic support” reacting to something that happens in IT environment Personalized – think “classic consulting” proactively working to stabilize and optimize IT environment For example, Premier has both reactive and proactive deliverables, SSE is only reactive. Premier reactive deliverables are like SSE without a resolution SLA.

31. HP RESTRICTED - Channel Partner Use OK31 Customer Connection

32. HP RESTRICTED - Channel Partner Use OK32 HP Software Customer Connection Your more is here More connections through our member exclusive portal: −www.hp.com/go/swcustomerconnection, single entry point to all HP software informationwww.hp.com/go/swcustomerconnection More knowledge gained through member events: −technical information webinars, roadshows, community groups, online workshops, feedback sessions More communication: −directly to and with HP Software staff −proactively from HP Software via monthly newsflashes CC coverage: OpenView OpenCall OSS (TeMIP & SQM) Storage Software Customer Connection More productivity resulting in optimized software use This slide is CC’s “one slide” to quickly communicate to customers what the program is about and its benefits.

33. HP RESTRICTED - Channel Partner Use OK33 HP Customer Connection Member-exclusive portal: −Consolidating technical information in one single source, linking other existing software sources −Providing access to different software specific tools and resources – e.g. downloads, discussion forums, product information, support and much more Dedicated member events: −Regular member-exclusive technical web seminar sessions and other member specific events with focus on product tips and tricks, new release information, best practices etc. Focused and interactive communication pipeline: −Opportunities for customers to voice their opinion through surveys, focus groups and during member event sessions, directly to product and services teams, and Software Staff −Monthly email newsflash distributing information to the customer (events schedule, portal news, product info, services announcements etc.) Program benefits: −Customer achieves enhanced optimized software use and increased productivity = happy and loyal customers = more sales! A complimentary membership program for our software customers consisting of: www.hp.com/go/swcustomerconnection -- INTERNAL USE ONLY --

34. HP RESTRICTED - Channel Partner Use OK34 Why Customer Connection? Customers asked for: A one-stop place for information More technical training & update sessions provided by HP Software staff Opportunity to provide feedback to product teams and wanted to proactively receive communications from HP Software Customer Connection delivers: commun- ication pipeline events portal -- INTERNAL USE ONLY -- Customer wants to buy more = $$$ for HP! Customer learns more and is in touch with HP Software Customer increases productivity & achieves increased optimization Customer is happy & becomes loyal to HP This slide is intended to quickly educate the field as to why CC is important and what it means for them. Currently 5,000 members and growing daily!

35. HP RESTRICTED - Channel Partner Use OK35 Customer Connection Comparison to other customer touch points OpenView Forum International (OVFI) Software Support Online OV Web Demo Customer Connection Third party, independent users group Focus on OpenView products only Focused on product information training for prospective customers, installed base customers, channel, field Used as a sales tool, lead generation activity Single entry point into HP Software, including links to OVFI, SSO, OV Web Demo Focused on customer loyalty and retention via member portal, member events, & communications Two-way communication venue to collect customer feedback ++= -- INTERNAL USE ONLY -- Technical online support site for OV products Features: – Self-Healing Services – Software Discovery – Software License History – Proactive email notifications – Software updates – Support case submittal and tracking – Enhancement Requests – Self-solve knowledge base – Software patches – Discussion forums Mainly hardware support Software user group sessions Not dedicated to management software information or education IT Resource Center (ITRC) +

36. HP RESTRICTED - Channel Partner Use OK36 Software Support Online

37. HP RESTRICTED - Channel Partner Use OK37 HP Software Support Online Technical online support site for OpenView products featuring: –Self-Healing Services –Software Discovery –Software License History –Proactive email notifications –Software updates –Support case submittal and tracking –Enhancement requests –Self-solve knowledge base – Software Patches – Discussion forums www.hp.com/managementsoftware/services

38. HP RESTRICTED - Channel Partner Use OK38 Software Support Online: From customer needs to solutions Access to online resources 24x7 web-based intelligent response Technical knowledge base with 60,000 + docs Self-Healing Services Engineers more knowledgeable about your environment Online case logging, obtain real time status of your cases Software discovery and Software License History Faster and more convenient software updates Patch downloads Proactive e-mail notifications Enhancement requests Faster assisted problem resolution During the process… − Better status reporting − Better communication − Elimination of need to repeat information Better software management

39. HP RESTRICTED - Channel Partner Use OK39 Differentiators

40. HP RESTRICTED - Channel Partner Use OK40 Award Winning Customer Satisfaction Access to a large (800 people) dedicated team of OpenView support engineers 26 languages & 65 countries Variety of support options Excellent industry reputation Full spectrum of support options 1,000+ certified implementation partners in 56 countries World-class support through the HP Software Services organization: Software Support and Services Solution

41. HP RESTRICTED - Channel Partner Use OK41 Total lifecycle support for popular operating software Support for over 1,400 products from over 1,000 vendors The world’s largest and most experienced Microsoft-trained workforce Worldwide Prime Integrator for Microsoft A global service network of 16 strategically located Customer Support Centers −delivering 24x7x365 problem- solving help by telephone, the Internet, and electronic service tools −providing high-availability services 65,000 service professionals at offices in 160 countries Flexible purchase options to simplify service planning, acquisition, and budgeting HP Services and Support A World-wide Organization HP Services is totally committed to your success. We back that commitment with a set of robust capabilities including:

42. HP RESTRICTED - Channel Partner Use OK42 HP Software Services Differentiators More than 20 years of excellence 800 support engineers operating in 65 different centers around the world, providing round-the-clock support in local languages 1,000+ implementation partners spread out over 56 countries Portfolio of services that bring customers from reactive problem solving to proactive and predictive knowledge and control of their IT environment Global team of experts work collaboratively with customers to manage their evolving business needs Verify that service levels are being met and continuously improved upon Proactive advice to understand trends in order to prevent future issues

43. HP RESTRICTED - Channel Partner Use OK43 Summary

44. HP RESTRICTED - Channel Partner Use OK44 Summary World-class support through the HP Software Services organization Award-winning customer satisfaction Various levels of services to meet customer needs Protect against loss of customer satisfaction by keeping critical services up and running Software Services Solution

45. HP RESTRICTED - Channel Partner Use OK45 Additional Information: 2 page Ordering Information Sheet brief overview of services including description, key benefits, supported products and service part number MSB Services Guidebook comprehensive guide listing all services in depth High level messaging presentation value prop, flywheel and portfolio of services SR training presentation comprehensive slide set with all services described in various levels of detail Customer presentation http://sgbus-pgmktg.corp.hp.com/ As of SEP 12 this content is not posted. It is scheduled to be posted by OCT 1. It will also be posted on Sales Tools Central.

46. Thank You

47. HP RESTRICTED - Channel Partner Use OK47 If you only have room for one slide…

48. HP RESTRICTED - Channel Partner Use OK48 HP Software Services Full suite of services to meet needs HP offers a breadth of services that will assist you in keeping your HP OpenView environment current, available and reliable. HP Software services programs help you achieve the highest return on investment in OpenView. Our staff augments your staff to best manage OpenView in your IT environment.

49. HP RESTRICTED - Channel Partner Use OK49 Backup Slides: detailed service slides

50. HP RESTRICTED - Channel Partner Use OK50 Evaluate Phase Evaluate Pilot Implementation Service – OVBPI Pilot Implementation Service

51. HP RESTRICTED - Channel Partner Use OK51 Evaluate Phase: Pilot Implementation Service Deliverables: −2-month OVBPI Software −Preparation and on-site demo set-up delivery, −60 days pilot availability −Post-delivery HP Expert e- mail availability for arising questions. Key Benefits: −Participate in building an OVBPI demonstration using your own data −Benefit from an efficient set-up and best practices application −Benefit from an actual demonstration of OVBPI capabilities −Keep for 60 days the software to play with features and get familiar with the product.

52. HP RESTRICTED - Channel Partner Use OK52 Develop Phase Developer Programs OSS Developer Services Develop – Developer Assistance – Customized Services – Advisor Onsite/ Remote Services – Workshop Service

53. HP RESTRICTED - Channel Partner Use OK53 Develop Phase: Developer Programs Deliverables: −Invent Online technical web casts −Software tool downloads −Monthly HP Software Partner & Developer News newsletter −White papers, technical articles and Technical tips −Forums −Event guides −Technology and product topics −Limited-time offers negotiated on your behalf by our program coordinators Key Benefits: −Enhance ability to create managed applications and voice-enabled interactive services −Opportunity to learn about world-class software and architectures −Forums to interact with HP software community.

54. HP RESTRICTED - Channel Partner Use OK54 Key Benefits: −Accelerate time to market −Faster resolution time −Optimize ROI Service Components: −Developer Assistance provides solution builders with fast answers for TeMIP and SQM in development or pre-runtime environment −Customized Services combination of workshops and remote services customized to meet customer needs −Advisor Onsite/Remote Services consulting services to investigate complex issues −Workshop Service onsite service with predefined agenda to address common issues Develop Phase: OSS Developer Services Deliverables: −Architecture review Support during a solution evolution help in planning a solution migration, and/or an functional upgrade −Audit of operational configuration toward an optimization or upgrade of the system in use −Service model design validation −Solution sizing recommendation −Solution project tracking of technical issues and follow up within the support and R&D teams −Knowledge transfer through demos

55. HP RESTRICTED - Channel Partner Use OK55 Deploy Phase Deploy Implementation Service – Web Application implementation service – Performance Insight implementation services – Radia implementation service OSS Deployment Services – Customized Services – Advisor Onsite/ Remote Services – Workshop Service

56. HP RESTRICTED - Channel Partner Use OK56 Deploy Phase: Implementation Service Deliverables: −Delivery of operationally ready platform (s) for a timely and successful installation. −Set-up based on customer- supplied data for the existing IT environment and targeted components to be managed. −Knowledge transfer during implementation to customer’s operations staff. Key Benefits: −Rapid implementation time as a result of a well designed solution −Lower implementation costs due to the use of best practices −A platform deployment that is planned with careful analysis and design, and is well managed −Reduction of time required to provide an operations-ready platform −Transfer of knowledge and best practices concerning the operations-ready platform −Direct access to HP experts, saving you time and research during implementation

57. HP RESTRICTED - Channel Partner Use OK57 Key Benefits: −Accelerate time to market −Faster resolution time −Optimize ROI Service Components: −Customized Services combination of workshops and remote services customized to meet customer needs −Advisor Onsite/Remote Services consulting services to investigate complex issues −Workshop Service onsite service with predefined agenda to address common issues Develop Phase: OSS Deployment Services Deliverables: −Architecture review Support during a solution evolution help in planning a solution migration, and/or an functional upgrade −Audit of operational configuration toward an optimization or upgrade of the system in use −Service model design validation −Solution sizing recommendation −Solution project tracking of technical issues and follow up within the support and R&D teams −Knowledge transfer through demos

58. HP RESTRICTED - Channel Partner Use OK58 Operate Phase Operate Foundation Support Personalized Services – Support 9x5 – Support 24x7 – Support Enhanced – Advantage Service – Premier Service – Proactive 24 Service – Mission Critical Services Operational Services – Radia Operational Services

59. HP RESTRICTED - Channel Partner Use OK59 HP Software Services and Support: Foundation Services If your business demands… then Foundation Services deliver… Otherwise… Accurate technical support Help with OpenView problem diagnostics Access to latest OpenView software versions Online knowledge base and trained OpenView support engineers Self Healing Services with automatic problem detection OpenView software updates Rely on own internal resources Depend on internal troubleshooting Settle for older software features and capabilities

60. HP RESTRICTED - Channel Partner Use OK60 Operate Phase: HP Care Pack 9x5 Support Description: –Access to technical resources –Integrated and enhanced intelligent web search and solve –Auto-discovery of software installed –License history reporting –Real time status of cases logged via the web –Electronic updates and patch notification –Software product and documentation updates –Self-Healing Services that deliver: immediate detection, collection, and analysis of software faults Key Benefits: –24 x 7 access to online software support with intelligent web search and solve –Access to HP Response Centers –Self Healing Services –Updates and upgrades –Access to software patches

61. HP RESTRICTED - Channel Partner Use OK61 Operate Phase: HP Care Pack 24x7 Support Deliverables: −Access to technical resources −Integrated and enhanced intelligent web search and solve −Auto-discovery of software installed −License history reporting −Real time status of cases logged via the web −Electronic updates and patch notification −Software product and documentation updates −Self-Healing Services that deliver: immediate detection, collection, and analysis of software faults Key Benefits: −Access to software patches −Updates and upgrades −Reliable access to online software support and HP Response Centers 24 hours a day, 7 days a week

62. HP RESTRICTED - Channel Partner Use OK62 HP Software Services and Support: Software Support Enhanced If your business demands… then Software Support Enhanced delivers… Otherwise… Quick OpenView technical response Maximum OpenView application availability Priority calling 30 day resolution guarantee Settle for standard response goals Open ended resolution for difficult cases

63. HP RESTRICTED - Channel Partner Use OK63 Operate Phase: HP Software Support Enhanced Deliverables: −Includes the same deliverables as software support plus −Fastest Resolution – HP’s commitment to resolve support calls within 30 days −Priority calling –submitted support calls have highest priority in the queue −Upfront assessment – comprehensive assessment at the beginning of the relationship, to ensure your software environment is ready to be supported −Operational profile – HP knows your environment before you call Key Benefits: −SLA with resolution commitment: focus is on quick resolution −Priority calling over standard services: elevate your support incident in the queue −Upfront assessment: the environment is setup for success from the beginning −Self-Healing Services: data collected is sent to HP, accelerating troubleshooting

64. HP RESTRICTED - Channel Partner Use OK64 HP Software Services and Support: Personalized Services If your business demands… then Personalized Services deliver… Otherwise… Optimum ROI from Openview. Optimal utilization of features and integration to fit your particular business needs. High level and consistent performance. Access to Openview Experts. Optimal installation and configuration as your business evolves. Proactive diagnosis to improve system stability and, availability. Reduced productivity & efficiencies. Misalignment between business requirements and Openview utilization. Downtime impacting your business’s bottom-line.

65. HP RESTRICTED - Channel Partner Use OK65 Operate Phase: HP OpenView Advantage Deliverables: −Assigned HP OpenView Response Center Account Advocate −Management of the HP OpenView software operational profile −Management of Account Support Plan for all additional on-site and /or remote services subscribed −Operational Review Meeting −Call history monitoring and reviews −Critical HP OpenView software class problem notification −Patch bundles for HP OpenView products Key Benefits: −Access to a technical Account Advocate −Improves the effectiveness of your HP OpenView software environment

66. HP RESTRICTED - Channel Partner Use OK66 Operate Phase: HP OpenView Premier Deliverables: −HP OpenView single point of contact −Kick-off meeting −Remote monthly technical reviews −Account support plan −HP OpenView operational profile management −On-site visits (2) −Priority critical patch notification −Periodic case history and trend analysis −HP OpenView critical class problem notification −8 HP OpenView Specialist Team Days Key Benefits: −HP OpenView named engineer −Single point of contact for customer’s reactive calls −Personally working on customer’s issues as an expert −Proactively working as an extended part of the customer’s team −Provides targeted knowledge transfer to the customer’s staff −Guiding the improvement of the customer’s HP OpenView environment −Faster resolution time, through priority and dedication of professionals −Delivering the technical services that the customer have chosen −Documents in-depth understanding of the customer’s environment allowing all response center specialists to provide the knowledge and assistance the customer need to most effectively utilize their HP OpenView applications in their environment

67. HP RESTRICTED - Channel Partner Use OK67 Operate Phase: Proactive 24 Service for OpenView Deliverables: −Assessment of the customers HP OpenView management server to ensure proper configuration of the HP OpenView applications −Annual HP OpenView Application Health Check on one HP OpenView application −Bi-annual Patch analysis on the HP OpenView applications −HP OpenView focused technical advice −Integration of HP OpenView into support planning and review activities −Covers all eligible HP OpenView products one HP OpenView management server Key Benefits: −Delivers proactive, flexible support and integrated problem resolution −Assist customers in identifying areas of IT environment improvement to meet business objectives better −Ensures close communication and teamwork with customer −Saves time and ensures application availability and reliability

68. HP RESTRICTED - Channel Partner Use OK68 Operate Phase: Critical Service for OpenView Deliverables: −Assessment of HP OpenView management server to ensure proper configuration of the HP OpenView software −Annual HP OpenView application health check on your management server −Quarterly patch analysis of the HP OpenView software −HP OpenView-focused technical advice −Integration of HP OpenView into support planning and review activities −Covers all eligible HP OpenView products one HP OpenView management server Key Benefits: −Faster response time through direct access to the mission critical team and the highest priority given to your calls −Increased availability of your HP OpenView environment through improvement in stability and rapid resolutions of reactive problems −Reduced risk and exposure to an IT crisis through robust proactive services – avoiding problems before they occur −Improved effectiveness through personalized knowledge transfer and applied best practices −Increased productivity through proactive activities, which improve system/application stability and availability −Reduction in costly downtime through effective change management planning and timely responsive support

69. HP RESTRICTED - Channel Partner Use OK69 HP Software Services and Support: Short Engagement Services If your business demands… then Short Engagement Services deliver… Otherwise… More revenue Manage costs Peace of mind Quicker to market No need to train staff Done right the first time Slower in acquiring business compared to competition Investment in trainings Risks of higher operational downtime

70. HP RESTRICTED - Channel Partner Use OK70 HP Short Engagement Services Deliverables: −best in-class operational software set-up −on-site engineer(s) to execute pre-defined, specific software set-up scenarios −coverage of new software set-up or installed based improvement Key Benefits: –Tailored and cost effective services –Predefined scope and fixed price –Based on standard product and integration components features –Duration typically within 1-2 weeks as a basis –Per event service, no annuity service