enterprise it software sales training
TRANSCRIPT
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OpenView SalesTraining
Introduction
Presenters Name
Date
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Introductions
Introductions
Name
Job title
Sales experience
Exposure to enterprise
management
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Class Logistics
Class Logistics
Class hours
Breaks Turn off cell phones
and beepers
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Course Outline
OpenView Modules
Introduction
OperationsManagement
NetworkManagement
StorageManagement
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Get in the Door
Generate Interest
Identify Needs
Present the Solution
Close the Sale
Design the Solution
Build the Solution
Strengthen the Relationship
Qualify
Agenda
Enterprise landscape
Trends and challenges
What is OpenView?
Quick Time to Value
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What is in itfor you?
Make more sales
Have more satisfiedcustomers
Get more referrals
Differentiate yourselfin the marketplace
Strengthen accountrelationships
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Agenda
Enterprise landscape
Trends and challenges
What is OpenView?
Quick Time to Value
Get in the Door
Generate Interest
Identify Needs
Present the Solution
Close the Sale
Design the Solution
Build the Solution
Strengthen the Relationship
Qualify
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Market Size
Operations Management-EventAutomation
Includes console automation, global event
management applications and automaticevent-action processing
Operations Management-PerformanceManagement
Performance measurement and monitoring,performance analysis and reporting, service
level management, trending, performancetuning, modeling and simulation and capacityplanning
Storage Management
Includes storage resources, file backup andrestoration, data replication, information
archiving, storage resource management,data migration and removable media librarymanagement
Network Management
Includesmanagement of network devicesincluding snmp-based, service provider and
legacy network management segments
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Brick and Click
+
Brick and Mortar Pure Play
Evolution of E-Business
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What isEnterprise
Management?
Console
Management Server
Agent Agent Agent
Monitored Hosts
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OpenView Definitions
Networks Databases
Systems Internet
Applications Storage
EventAny message that reflects thestatus of the IT environment
SNMPThe network protocol used tocommunicate between managersand agents
ConsoleThe interface the manager uses toview information from agents
AgentSoftware loaded onsystems/devices that captureinformation and reports to the
console
Service Level ObjectivesBusiness objectives for levels ofservice for internal and externalcustomers
Service Level AgreementsGoals established for levels ofservice for IT to meet ServiceLevel Objectives
Enterprise System ManagementSoftware that is used to manageall the computing resources in an
enterprise
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Evolution of Enterprise Management
network management
systems management
distributedclient/server management
servicemanagement
managing thecustomer experience
Staying AheadOf Global Transformation
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Tying Operations to BusinessPractices
marketing sales customersupport
accountsreceivable
resourceplanning
businessplanning
systems
management
customer experience management
service management
performance management
fault management
network &internet
management
systemsmanagement
storagemanagement
applicationmanagement
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Two Target Customer Groups
ElectronicEnterprise
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
ServiceProviders
1. Application Service Providers
2. Network Service Providers3. Management Service Providers
4. Internet Service Providers
- hosted service providers
- communication service
providers
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Agenda
Enterprise landscape
Trends and challenges
What is OpenView?
Quick Time to Value
Get in the Door
Generate Interest
Identify Needs
Present the Solution
Close the Sale
Design the Solution
Build the SolutionStrengthen the Relationship
Qualify
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CustomerDemands
Trends
CustomerBusiness
IT
Challenges
Solutions
hpManage-
mentSolutions
Solution Drivers
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Overall
Trends
Internet-based economy Technology = competitive
edge
Customer-centric and valuetechnology
Rely on new solutions to doone or more of the following:
meet customer needs
decrease costs
increase productivity
increase revenue
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SoftwareTrends
Software is one of worldsfastest growing industries
1999 software spendingreached $157 billionworldwide (IDC)
Software industry growing at
15% per yearAND
hp is the 5th largest softwareprovider in the world
hp OpenView is the 15thlargest software business inthe world
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Customer Trends
Seeing a 10-fold growth intransactions
Want service that increasesefficiency and saves time
and money
Want to access offerings ina few clicks
Good response time andmaximum uptime are keysto customer satisfaction
Demand value
Expect 24/7 access
Want no downtime
Want clear service
Expect competitive price orcan easily shop elsewhere
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Business Trends Mergers and acquisitions
Pressure to deploy e-business initiatives
Pressure to respond to
customer demands
Lines between business andIT is blurring
Need to manage customerexperience
Need to differentiate service
levels
Have SLOs for internal and
external customers
Competitive offerings areeasy to access
Competitive prices draw
customers
Need to do more with lessresources
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IT Trends
Distributed systems
Manage across boundaries
New technology
Technology life cycle isshortening
Shorter implementation of
new technology
Increase IT visibility-IT is thebusiness
Downtime affects SLAs
Staff shortages
Staff skill gaps
Options to outsource IT
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Who To CallOn
CXO Level
CIO
COO CTO
Director or Manager
IT Director
IT Manager
Business Unit Director orManager
Manager or Directorresponsible for specificsolutionarea
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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 currentbusiness practices
Costs of updating IT
Maintain efficiency Manage end-user
experience
IT Challenges
Hold IT accountable Option to outsource IT Make IT decisions
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ITChallengesCustomer Challenges
Manage customer needs Provide 24/7 service Manage for maximum uptime Provide quick response time
Business Challenges
Manage end-userexperience
Update managementpractices
Match IT with businessobjectives
Manage a variety of systems
Business Challenges (cont)
Fix problems quickly Bad performance impacts
business
IT Challenges
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
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CXO Level
Business Issues What plans do you do have to
meet your overall business
objectives? What steps have you taken to
improve your competitiveedge?
Customer Issues How are your strategies for
using the Internet to service
your customers?
How are managing your ITenvironment to maximizeservice?
IT Issues How do the changes intechnology affect your
business?
What costs are incurred as aresult of downtime?
Probing Questions
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IT
Director/Manager
Business Issues What methods do you use to
manage your environment?
How does IT support thebusiness objectives of yourorganization?
Customer Issues How have you managed your
service (uptime and response
time) to your customers?
What challenges are youfacing in deploying newtechnology initiatives?
IT Issues What challenges do you facewhen updating your systems
while still delivering qualityservice?
How effective is yourdepartment at strategic
planning?
Probing Questions
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Scenario
FancyGoods.com providesconvenient access to fashion
and luxury goods over theweb. They do not have abrick and mortar location.
It is essential that their web
site run with as muchelegance and grace as theproducts they sell.
There is pressure to havethis venture be profitable
within two years.
So far, business is betterthan expected.
Based on the scenario, answerthe following questions.
1. Where is this enterprise interms of evolution of theEnterprise?
2. What challenges do youthink the IT Director,Richard, is facing?
3. What probing questionswould you ask Richard?
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Answers
1. Evolution-Pure play
2. Challenges
meet customerexpectations
maintain brand imagethrough well functioning
web site maximize uptime and
reduce response time3. How do you manage your
environment for maximum
efficiency?4. How satisfied are you with
your ability to manage thehealth of your system?
Based on the scenario, answerthe following questions.
1. Where is this organizationin terms of evolution of theEnterprise?
2. What challenges do youthink the IT Director,Richard, is facing?
3. What probing questionswould you ask Richard?
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Agenda
Enterprise landscape
Trends and challenges
What is OpenView?
Quick Time to Value
Get in the Door
Generate Interest
Identify Needs
Present the Solution
Close the Sale
Design the Solution
Build the Solution
Strengthen the Relationship
Qualify
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OpenView
providesthe ability to . . .
Optimize
BusinessPerformance
Attract and retain customers
Maximize revenue per customer
Control and consolidate
operations
Report customer usage patternsto lines of business
Reduce/eliminate redundancy in
infrastructure and personnel
customer experience management
service management
performance management
fault management
network &internet
management
systemsmanagement
storagemanagement
applicationmanagement
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OpenView is anIndustry Leader
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% growthrate
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 andbank accounts
customer experience management
service management
performance management
fault management
network &internet
management
systemsmanagement
storagemanagement
applicationmanagement
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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
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Key Points
To Remember
Take a solutionapproach-selectthe software productsthat meet the customersneeds
Remember hpscompetitive advantages-do not get into a feature
battle
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Agenda
Enterprise landscape
Trends and challenges
What is OpenView?
Quick Time to Value
Get in the Door
Generate Interest
Identify Needs
Present the Solution
Close the Sale
Design the Solution
Build the Solution
Strengthen the Relationship
Qualify
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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 withwhat is available