DELIVERING A TOTALLY NEW EXPERIENCE IN ONLINE SERVICE AND SUPPORT

1. DELIVERING A TOTALLY NEW EXPERIENCE IN ONLINE SERVICE AND SUPPORT www.itresourcecenter.hp.com

2. the new landscape • the pure product era is coming to a close • e-services is the next wave of growth • need holistic approach focusing on intersection of appliances, e-services, and infrastructure • view horizon through eye of the customer

3. Internet solutions • supply chain management • customer relationship management • business intelligence • mission-critical infrastructure

4. Stages of the customer lifecycle • choosing • ordering • installing • learning about • using • technical support • upgrading

5. HP mission-critical differentiation • reliable • available • high-performing • scalable

6. HP: Ecosystem Catalyst • Ecosystems around consumers • Ecosystems around enterprises • Ecosystems around competition • HP as Ecosystem Catalysts

7. Creating e-services ecosystems • build it • run it • finance it • market it • globalize it

8. ITRC mission Stage the richest, most compelling online service and support experience of any technology company

9. Key strategic themes • Personalized, consultative experience • Relevant life-cycle content & services • Support chain automation (web-extended) • Vibrant communities • e-Services offerings

10. Personalized experience • know our customers • understand your needs and behavior • track your satisfaction • protect your privacy

11. Customized, solution-focused services Web-enabledaccess to HP staff Web-basedservices On-linetools

12. Life-cycle content & services • maintenance & support • training and education • planning, design & implementation solutions (PDI) • community hub

13. Proactive services E-Delivered E-Delivered + ASE ASE Delivered Service Visibility Via WEB Service Purchase Via WEB Pers.ized Purchase Personalized Service Delivery Via ASE Service Delivery Via WEB Initial Service Delivery Via WEB Plus ASE Expertise Applied • Inventory Management • Assessment Services • security • performance • availability • Health Checks Operational Reviews Upgrade Planning Configuration Management Change / Project management Capacity Planning Asset Management

14. Support chain automation “INSTANT SUPPORT” Avoid Simple Problems Optimize Complex Problems Preempt Problems Assisted Service Self-Service Local Self-Repair ActiveSelf-Service Root Cause Analysis Extended CaseManagement Internet Support Community Planning & Ed HA Monitor Telemetry Common information/infrastructure Proactive Service

15. Evolution of Community in the ITRC HP Education:Online training Forums ProactiveServices Reactive:Knowledge base,Collaboration zone Users/ Peers Customer (IT Prof.) HP Expertise Partners

16. A vibrant market place Vibrant Marketplace Gathering Place 150,000 IT Professionals per week Partners (Internal/External) Content Tools Services Value

17. ITRC e-services offerings • Customized, personalized proactive advice • Services and support offering • HP and Partners • Multiple platforms • Support agreements (new, renewals) • pay per use support and services • Brokering

18. Internet IT services and support Internet Ecosystem Web Extended Community Value Proposition Web Based Content, Capability Customer Experience

19. Internet IT services and support

20. Support Center Model

21. Role of HP in the market • HP is a leading services provider to the Internet ecosystem • HP is clearly recognized as a leader in web-based/web-extended IT services and support