OpenView Sales Training Introduction

Presenters Name

Date

Introductions

Name
Job title Sales experience Exposure to enterprise management

Introductions

Class Logistics

Class hours
Breaks

Turn off cell phones and beepers

Class Logistics

OpenView Modules
Introduction Operations Management

Network Management
Storage Management

Course Outline

Agenda

Get in the Door

Generate Interest

Enterprise landscape
Trends and challenges

Qualify

Identify Needs
Design the Solution

What is OpenView?
Present the Solution

Quick Time to Value

Close the Sale

Build the Solution

Strengthen the Relationship

 Make more sales

Have more satisfied customers

What is in it for you?

Get more referrals Differentiate yourself in the marketplace Strengthen account relationships

Agenda
Qualify

Get in the Door

Generate Interest

Enterprise landscape Trends and challenges What is OpenView? Quick Time to Value

Identify Needs
Design the Solution

Present the Solution

Close the Sale

Build the Solution

Strengthen the Relationship

Operations Management-Event Automation

Includes console automation, global event management applications and automatic event-action processing

Operations Management-Performance Management

Performance measurement and monitoring, performance analysis and reporting, service level management, trending, performance tuning, modeling and simulation and capacity planning

Market Size

Storage Management
Includes storage resources, file backup and restoration, data replication, information archiving, storage resource management, data migration and removable media library management

Network Management
Includes management of network devices including snmp-based, service provider and legacy network management segments

Evolution of E-Business

Brick and Mortar

Brick and Click

Pure Play

What is Enterprise Management?

Management Server

Console

Monitored Hosts Agent Agent Agent

Enterprise System Management Software that is used to manage all the computing resources in an enterprise

Service Level Objectives Business objectives for levels of service for internal and external customers Service Level Agreements Goals established for levels of service for IT to meet Service Level Objectives

Networks
Systems Applications

Databases
Internet Storage

OpenView Definitions
Console The interface the manager uses to view information from agents Event Any message that reflects the status of the IT environment SNMP The network protocol used to communicate between managers and agents

Agent Software loaded on systems/devices that capture information and reports to the console

Evolution of Enterprise Management

managing the customer experience

Staying Ahead Of Global Transformation

service management

distributed client/server management

systems management

network management

Tying Operations to Business Practices

marketing sales customer support accounts receivable resource planning business planning

customer experience management

service management performance management fault management

network & internet management
systems systems management

management

storage management

application management

Two Target Customer Groups

Electronic Enterprise
1. Large Enterprise - Global IT Infrastructure - 1000s of servers - Heterogeneous environments 2. Midsize Enterprise - Predominately NT & Windows - 100s of servers - Growing IT management needs - NT & Windows - High volume, low touch

Service Providers
1. Application Service Providers 2. Network Service Providers

3. Management Service Providers

4. Internet Service Providers - hosted service providers - communication service providers

Agenda
Qualify

Get in the Door

Generate Interest

Enterprise landscape Trends and challenges What is OpenView? Quick Time to Value

Identify Needs
Design the Solution

Present the Solution

Close the Sale

Build the Solution

Strengthen the Relationship

Solution Drivers
Solutions Trends

Customer Demands

Customer Business IT

Challenges

hp Management Solutions

 Internet-based economy Technology = competitive

Overall Trends

edge Customer-centric and value technology Rely on new solutions to do one or more of the following:

meet customer needs decrease costs increase productivity increase revenue

 Software is one of worlds

fastest growing industries 1999 software spending reached $157 billion worldwide (IDC) Software industry growing at 15% per year AND hp is the 5th largest software provider in the world hp OpenView is the 15th largest software business in the world

Software Trends

Customer Trends
Seeing a 10-fold growth in transactions Want service that increases efficiency and saves time and money Want to access offerings in a few clicks Good response time and maximum uptime are keys to customer satisfaction Demand value Expect 24/7 access Want no downtime

Want clear service

Expect competitive price or can easily shop elsewhere

Business Trends
Mergers and acquisitions Pressure to deploy ebusiness initiatives Pressure to respond to customer demands Lines between business and IT is blurring Need to differentiate service levels Have SLOs for internal and external customers Competitive offerings are easy to access Competitive prices draw customers Need to do more with less resources

Need to manage customer experience

IT Trends
Distributed systems

Manage across boundaries

New technology

Increase IT visibility-IT is the business Downtime affects SLAs

Technology life cycle is shortening

Shorter implementation of new technology

Staff shortages
Staff skill gaps

Options to outsource IT

CXO Level

CIO COO CTO

Who To Call On

Director or Manager

IT Director IT Manager Business Unit Director or

Manager Manager or Director responsible for specific solution area

CXO Challenges
Customer Challenges Meet customer needs Keep prices low Differentiate service levels Business Challenges Maintain competitive edge Maintain profits by keeping costs down Update management practices Align IT with business objectives Business Challenges (cont) Software adapt to current business practices Costs of updating IT Maintain efficiency Manage end-user experience IT Challenges Hold IT accountable Option to outsource IT Make IT decisions

IT Challenges
Customer Challenges Manage customer needs Provide 24/7 service Manage for maximum uptime Provide quick response time Business Challenges (cont) Fix problems quickly Bad performance impacts business IT Challenges

Business Challenges
Manage end-user experience Update management practices Match IT with business objectives Manage a variety of systems

Need to think strategically Deliver Manage systems or they will manage you Manage access Make updates while meeting user needs Determine root cause Do more with fewer resources

CXO Level

Business Issues What plans do you do have to meet your overall business objectives? What steps have you taken to improve your competitive edge?

Probing Questions
Customer Issues How are your strategies for using the Internet to service your customers? How are managing your IT environment to maximize service? IT Issues How do the changes in technology affect your business? What costs are incurred as a result of downtime?

IT Director/Manager

Business Issues What methods do you use to manage your environment? How does IT support the business objectives of your organization?

Probing Questions
Customer Issues How have you managed your service (uptime and response time) to your customers? What challenges are you facing in deploying new technology initiatives? IT Issues What challenges do you face when updating your systems while still delivering quality service? How effective is your department at strategic planning?

Based on the scenario, answer the following questions.

Scenario

1. Where is this enterprise in terms of evolution of the Enterprise? 2. What challenges do you think the IT Director, Richard, is facing? 3. What probing questions would you ask Richard?

FancyGoods.com provides convenient access to fashion and luxury goods over the web. They do not have a brick and mortar location.
It is essential that their web site run with as much elegance and grace as the products they sell. There is pressure to have this venture be profitable within two years. So far, business is better than expected.

Based on the scenario, answer the following questions.

Answers

1.
2.

Evolution-Pure play
Challenges

1. Where is this organization in terms of evolution of the Enterprise? 2. What challenges do you think the IT Director, Richard, is facing? 3. What probing questions would you ask Richard?

meet customer expectations maintain brand image through well functioning web site maximize uptime and reduce response time 3. How do you manage your environment for maximum efficiency? 4. How satisfied are you with your ability to manage the health of your system?

Agenda
Qualify

Get in the Door

Generate Interest

Enterprise landscape Trends and challenges What is OpenView? Quick Time to Value

Identify Needs
Design the Solution

Present the Solution

Close the Sale

Build the Solution

Strengthen the Relationship

OpenView provides the ability to . . .

Attract and retain customers Maximize revenue per customer Control and consolidate operations Report customer usage patterns to lines of business Reduce/eliminate redundancy in infrastructure and personnel

Optimize Business Performance

customer experience management service management performance management fault management

network & internet management systems management storage management application management

OpenView is an Industry Leader

OpenView has: 1+ billion dollars in revenue 135,000 total installations 19 million online customers 50% of the Business Week International 100 4.2 million online trading and bank accounts

hp products manage: 70 % of all Internet devices managed 67% of Internet Service Providers

OpenView has: 11 years of enterprise management experience A 30-40% growth rate

customer experience management service management performance management fault management

network & internet management systems management storage management application management

The OpenView Solution

service delivery
Service Desk

service assurance

service usage

customer experience management

Dynamic

Service Information Portal

Process Manager*

NetValue Analyzer*

service management

Service Desk

Service Navigator

Reporter

Storage Builder Storage Allocater

Internet Usage Manager*

PolicyXpert Internet Services / WTO PolicyXpert Network Node Mgr Problem Diagnosis Internet Services Service Assurance PolicyXpert OmniBack II Operations NNM Multicast Problem Diagnosis Network Node Mgr Service Assurance network & internet management Application SPIs DB Pack 2000

performance management

Performance Op. Sys. SPIs ManageX GlancePlus

Performance

Storage Optimizer

fault management

Operations Op. Sys SPIs ManageX OS/390 & 400

Storage Node Manager OmniBack II

system management

application management

storage management

*Netaction

OpenViews Competitive Advantage

Industry leading vendor with reference accounts
Strong breadth and depth of proven solutions Building block architecture

Superior functionality and scalability

Demonstrates impact from a business perspective Quick time to value

Allows for heterogeneous environment

hp world-class support Strong channel partners

Key Points

To Remember

Take a solution approach-select the software products that meet the customers needs
Remember hps competitive advantagesdo not get into a feature battle

Agenda
Qualify

Get in the Door

Generate Interest

Enterprise landscape Trends and challenges What is OpenView? Quick Time to Value

Identify Needs
Design the Solution

Present the Solution

Close the Sale

Build the Solution

Strengthen the Relationship

Quick Time to Value Means . . .

Plan investments wisely
Take a modular approach to deployment so see results quickly

Minimize downtime/maximize efficiency

Be proactive so not always in crisis mode Monitor so can identify problems faster and solve them quicker Determine the business impact of downtime to see effect on bottom line

Increase productivity
Maximize use of resources to accomplish more with what is available