Questions How do you prioritize IT Operations to meet your organization strategic goals?

? Where we should invest our proactive offerings to meet your strategic business needs? What you want from a support relationship with Microsoft in an Ideal world?

Technology Change

Regulatory Compliance

Competition
30% New

Security

Cost Reduction

70% Maintenance

Keep Business Up & Running

with limited resources for advancing capability

Customer Connection
Business Results & New Value

End User Productivity

Source : Accenture IT Spending survey

CURRENT STATE OF IT ENVIRONMENTS IN 2011

Cost management

IT resource allocation

IT service delivery

IT/Business Alignment

Cross-product support

Support response time

Consumerization of IT

Complexity

Support tools
6

How important are the following features in deciding what type of support services agreement to purchase for your enterprise software?
Note: 1 indicates Not at all important, while 5 indicates Very important Diagnose/resolve high-severity mission-critical Technical expertise of support staff

Importance of application to business

Availability of upgrades/updates/patches Reactive, incident-based support

Diagnose/resolve high-severity mission-critical Price/cost predictability over time

Price/cost in absolute dollars Technical expertise of support staff Collaborate to resolve issues over multiple tech

Availability of on-line self support Importance of application to business Ability of on-site support services
Ability to monitor across the entire environment
0 0.5 1 1.5 2 2.5 3 3.5 4 4.5

Proactive remote monitoring and support

Monitor/report metrics demonstrating support Internal lack of familiarity with the application

n = 1006

0.5

1.5

2.5

3.5

4.5

=> Lead to build IT as an Asset

Assess

Optimise

Plan

Prevent

Stabilise

Educate

VALUE PILLARS

Proactive Services

Service Management

Problem Resolution Services

Four levels of service designed to fit the unique IT environments and support needs of large and global organizations.
Offerings

PREMIER FOUNDATION

PREMIER STANDARD

PREMIER PLUS

PREMIER ULTIMATE

Components

Risk Assessment Programs WorkshopPLUS Courses Health Checks

- Custom

Operations Consulting Supportability Review

Add-on services

Support

- Extended Hotfix Support

Dedicated Support Engineering Premier Support for Developers

Premier Global Support Premier Mission Critical Dynamics Support

Root Cause

Availability

Risk Compliance

Priority

Assess
Active Directory, Exchange & Cluster Server Risk Assessment & Health Check Program (ADRAP, EXRAP & CSRAP)
Operations RAP

Plan

Stabilize

Educate
Exchange Troubleshooting & Disaster Recovery Workshop
Roles & Knowledge Management for Exchange (RKM)

Prevent
Desired Configuration Management for Exchange (DCM) Proactive Monitoring Management for Exchange (PMOM) RKM for Exchange

Optimize

Operation Strategic Review (OSR) Messaging Service Map (SMAP)

Remediation Dedicated Support Engineer for Exchange (DSE)

RAP

Service Level Management for Exchange (SLM)

Assess
SQL & Cluster Server Risk Assessment & Health Check Program (SQLRAP & CSRAP)
Operations RAP

Plan

Stabilize

Educate
SQL Troubleshooting & Disaster Recovery Workshop
Roles & Knowledge Management for SQL (RKM)

Prevent
Desired Configuration Management for SQL (DCM) Proactive Monitoring Management for SQL (PMOM) RKM for SQL

Optimize

Operation Strategic Review (OSR) SQL Service Map (SMAP)

Remediation Dedicated Support Engineer for SQL (DSE)

RAP

Service Level Management for SQL (SLM)

Preparing infrastructure for Cloud Services

Assess
Readiness Assessment for On Premise Infrastructure

Plan
Operation Strategic Review (OSR) IT & Messaging Service Map (SMAP)

Stabilize

Educate

Prevent

Optimize

Risk Assessment & Health Check Program (ADRAP, ExRAP, MOSSRAP, OCS HC, OpsRAP)

Remediation Dedicated Support Engineer (DSE)

RAP

Troubleshooting & Disaster Recovery Workshop Roles & Knowledge Management (RKM)

Desired Configuration Management (DCM)

Proactive Monitoring Management (PMOM) RKM

Service Level Management (SLM)

Customer needs to remediate non-MS technologies like Network, Firewall, Antivirus