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Questions How do you prioritize IT Operations to

meet your organization strategic goals? Where we should invest our proactive

offerings to meet your strategicbusiness needs?

What you want from a support

relationship with Microsoft in an Idealworld?

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30%

New70%

Maintenance

with limited resources

for advancing capability

Business Results& New Value

End UserProductivity

CustomerConnection

CostReduction

Competition

Technology

Change

Regulatory

Compliance

Security

Keep BusinessUp & Running

Source : Accenture IT Spending survey

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CURRENT STATE OF ITENVIRONMENTS IN 2011

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Cost management

IT resource allocation

IT service delivery

IT/Business Alignment

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6

Supporttools

Consumerizationof IT

Complexity

Supportresponse time

Cross-productsupport

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0 0.5 1 1.5 2 2.5 3 3.5 4 4.5

Internal lack of familiarity with the application

Monitor/report metrics demonstrating support

Proactive remote monitoring and support

Ability to monitor across the entire environment

Ability of on-site support servicesAvailability of on-line self support

Collaborate to resolve issues over multiple tech

Price/cost in absolute dollars

Price/cost predictability over time

Reactive, incident-based support

Availability of upgrades/updates/patches

Importance of application to business

Technical expertise of support staff

Diagnose/resolve high-severity mission-critical

How important are the following features in deciding what type of supportservices agreement to purchase for your enterprise software?

Note: 1 indicates Not at all important, while 5 indicates Very important

0 0.5 1 1.5 2 2.5 3 3.5 4 4.5

Importance of application to business

Technical expertise of support staff

Diagnose/resolve high-severity mission-critical

n = 1006

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=> Lead to build IT as an Asset

Assess

Plan

Stabilise

Educate

Prevent

Optimise

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Proactive ServicesServiceManagement

Problem ResolutionServicesV

ALUE

PILLARS

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

PREMIERULTIMATE

PREMIERPLUS

PREMIERSTANDARD

PREMIERFOUNDATION

Add-onservices

Offering

s

Components

Premier Global Support Premier Mission Critical Dynamics Support

Dedicated SupportEngineering

Premier Support for

Developers

Risk Assessment Programs WorkshopPLUSCourses Health Checks

Operations Consulting Supportability Review

-Custom Support - Extended Hotfix Support

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Availability

Compliance

Root Cause

Priority

Risk

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Assess Plan Stabilize Educate Prevent Optimize

ActiveDirectory,

Exchange &

Cluster ServerRisk Assessment& Health Check

Program(ADRAP, EXRAP

& CSRAP)

Operations RAP

OperationStrategic

Review(OSR)

MessagingService Map

(SMAP)

RAPRemediation

DedicatedSupport

Engineer forExchange

(DSE)

ExchangeTroubleshooting

& Disaster

RecoveryWorkshop

Roles &Knowledge

Management forExchange

(RKM)

DesiredConfiguration

Management forExchange

(DCM)

ProactiveMonitoring

Management forExchange(PMOM)

RKM for Exchange

Service LevelManagementfor Exchange

(SLM)

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Assess Plan Stabilize Educate Prevent Optimize

SQL & ClusterServer Risk

Assessment &

Health CheckProgram

(SQLRAP &CSRAP)

OperationsRAP

OperationStrategic

Review(OSR)

SQL ServiceMap

(SMAP)

RAPRemediation

DedicatedSupport

Engineer forSQL

(DSE)

SQLTroubleshooting

& Disaster

RecoveryWorkshop

Roles &Knowledge

Management forSQL

(RKM)

DesiredConfiguration

Management forSQL

(DCM)

ProactiveMonitoring

Management forSQL

(PMOM)

RKM for SQL

Service LevelManagement

for SQL(SLM)

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Assess Plan Stabilize Educate Prevent Optimize

ReadinessAssessment for

On PremiseInfrastructure

Risk Assessment& Health Check

Program(ADRAP, ExRAP,MOSSRAP, OCS

HC, OpsRAP)

OperationStrategic

Review(OSR)

IT &Messaging

Service Map(SMAP)

RAP

Remediation

DedicatedSupport

Engineer (DSE)

Troubleshooting& Disaster

RecoveryWorkshop

Roles &Knowledge

Management(RKM)

DesiredConfigurationManagement

(DCM)

ProactiveMonitoring

Management(PMOM)

RKM

Service LevelManagement

(SLM)

Preparing infrastructure for Cloud Services

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

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