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Expand HPC Engagement into winning propositions with Lenovo Professional Services 2015 Lenovo Internal. All rights reserved. Katherine Gunn 14 th September 2017

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Expand HPC Engagement into winning

propositions with Lenovo Professional Services

2015 Lenovo Internal. All rights reserved.

Katherine Gunn

14th September 2017

2

Agenda

• Description of Lenovo Professional Services (LPS) portfolio

• Deployment Services Overview

• Managed Services Overview

• Questions

• New Marketing Materials, containing details of all our offerings, are available on the Lenovo Partner Portal

• Offerings are part of the Lenovo Services Simplified Portfolio

• Offering flyers have now been translated into several languages:– Spanish

– French

– Italian

– German

– Available soon: selected offerings in Turkish, Russian and Polish

2015 Lenovo Internal. All rights reserved.

3

LENOVO DCG SERVICES PORTFOLIO

PLANNING FULFILLMENT DEPLOYMENT SUPPORT OPTIMIZATION END OF LIFE

Assessments

Proof of Concept

Proof of Tech Lab

Design

Custom Label

Asset Tags

Packaging

HW Install/Config

SW Install/Config

OEM HW

Integration

Basic HW Install

Deployment

Migration

Expansion

Managed Services

Enterprise SW

Support

YourDrive YourData

Technician Install

Warranty Upgrades

Warranty Extensions

Post Warranty

Health Checks

Microcode

Refresh

Upgrade

Asset Disposal

Lenovo offers a comprehensive portfolio of services that supports the full lifecycle of your

Lenovo IT assets. At every stage from planning through end-of-life, we offer the expertise and

services you need to more accurately budget for IT expenses, deliver better service level

agreements, and generate greater end-user satisfaction.

4

LENOVO DCG SERVICES PORTFOLIO

PLANNING FULFILLMENT DEPLOYMENT SUPPORT OPTIMIZATION END OF LIFE

Assessments

Proof of Concept

Proof of Tech Lab

Design

Custom Label

Asset Tags

Packaging

HW Install/Config

SW Install/Config

OEM HW

Integration

Basic HW Install

Deployment

Migration

Expansion

Managed Services

Enterprise SW

Support

YourDrive YourData

Technician Install

Warranty Upgrades

Warranty Extensions

Post Warranty

Health Checks

Microcode

Refresh

Upgrade

Asset Disposal

Lenovo offers a comprehensive portfolio of services that supports the full lifecycle of your

Lenovo IT assets. At every stage from planning through end-of-life, we offer the expertise and

services you need to more accurately budget for IT expenses, deliver better service level

agreements, and generate greater end-user satisfaction.

52016 Lenovo. All rights reserved.

The Lenovo 360

Next Gen

Innovation

Cloud

Big Data

Analytics

Oil Exploration

Cure Research

Exploring the Universe

Foundational IT

Servers,Storage,

Networking

+Ecosystem

62016 Lenovo Internal. All rights reserved.

Why Professional Services

• We reduce risk in design and implementation

– Focused technical skills

– Large engagement database

– Work “on premises” or “off premises”

• We reduce risk in solution management

– Focused management skills

– Close relationships with hardware and software companies

– Call centers in Atlanta, Raleigh and Bratislava

– 24x7x365 monitoring and management

6

2017 Lenovo Internal. All rights reserved.

Deployment Services Overview

18

8

Deployment Services – our customer story

Just like in the case of a PC, someone has to install and configure your computer before you can run your favourite apps. By engaging Lenovo Professional Services you will be giving yourself the means to fully exploit the capabilities of your system and not overlook important settings or features which would then impact your systems’ stability and performance.

With us, you will benefit from:

- The Speed of implementation: proven methods and best practices to accelerate deployment.

- The Quality of implementation: reduces the risk and issues caused by incorrect or incomplete implementation.

- Preliminary planning assistance: prepare your environment before the on-site visit.

- On-site services: We come to you to update your firmware, device drivers, install and configure OS, setup HW management solutions and integrate your Lenovo hardware into the broader IT environment (network and storage integration).

- Hands-on skills transfer: We show you what is necessary for ongoing administration of the systems.

- Post-installation documentation: We validate your systems and you will receive documentation suitable for ongoing management and support.

9

Lenovo Professional Services for HPC in EMEA

• End-to-end Installation services

– Technical Project Management

– Network setup

– Storage setup

– Cluster installation, configuration and tuning

– Acceptance testing e.g. running customer benchmarks

– Documentation

• Post-Installation services

– Workshops

- Currently xCAT, GPFS and Application Tuning

– Healthchecks

– Software upgrades

– Managed Services

• Consultancy

– Call-off days, for consultancy or remote assistance

– Application Tuning

• Many diverse customers including:

– Large weather organisations in the UK, France and Germany

– Universities / R&D organisations

– Automotive companies in France

– Oil companies in the Middle East

– Technology, manufacturing, banking & finance across EMEA

• Wide range of project scope :

– National scale supercomputing facilities

– Smaller departmental scale clusters

– Consultancy and knowledge transfer

– Application porting and tuning

• Engagement:

– Professional Services task ID [email protected] or

Katherine Gunn ([email protected])

10

Why Lenovo Professional Services for HPC?

• Successfully delivered the #13 and #14 supercomputers in the June Top 500 list: Barcelona Supercomputing Centre and Cineca respectively www.top500.org

• People– Clients want to deal directly with Lenovo on high-risk projects, and trust us to deliver.

– Lenovo Professional Services HPC team has deep technical skills, and is experienced working on complex projects.

– Support from team Lenovo including Development, Sales, Manufacturing, Finance teams essential to our success.

– Able to rapidly adapt to challenges and changes.

• Technology– First-of-a-kind industry solution (Intel Omni-Path networking, Intel Broadwell, Knights Landing

and Skylake processors).

– Able to take on the complex demands of Early Ship Program projects.

– Pushing the boundaries of what we can achieve with Lenovo Hardware to provide stable solution to client.

2015 Lenovo Internal. All rights reserved.

11

CINECA, Bologna, Italy

Marconi Supercomputer Installation

▪ Multi-phase supercomputer project

▪ Lenovo Server & Networking Hardware

▪ Intel Server & Omni-Path Fabric HW

▪ Services $720k USD (approx)

▪ PS involved early in project, and during each planning

phase

▪ Our links with Dev and with Intel are key

Barcelona Supercomputing Centre,

Barcelona, Spain

MareNostrum 4 installation

▪ Single-phase installation

▪ Lenovo Server & Networking Hardware

▪ Intel Server & Omni-Path Fabric HW

▪ Services $600k USD (approx)

▪ PS engaged at first stage of project

▪ Customer has own IT staff who deployed

cluster, but required PS team onsite

throughout to provide their expertise and

links to the wider Lenovo team

Timelapse video of MN3 to MN4

12

Best Practice for HPC?

• Early engagement is crucial

• PS team requires detailed config files and architectural diagram in order to scope the effort required

• Activities can include some or all of the following:– Planning/preparation, project definition workshop

– Software implementation phase (hardware install is subcontracted either to IBM or a partner)

– Benchmarking and acceptance

– Post-installation consultancy and knowledge transfer

• For partners with deep HPC implementation skills, consider a co-delivery model. Value-add for customer is the provision of a budget of “days” to be used for consultancy, planning of upgrades, etc with a Lenovo consultant who has direct links with the wider Lenovo team, e.g. Development (Note: not to be used instead of the standard support route)

2015 Lenovo Internal. All rights reserved.

2017 Lenovo Internal. All rights reserved.

Managed Services Overview

18

142017 Lenovo Internal. All rights reserved.

Lenovo Managed Services

What Customer Challenge Does Lenovo Managed Services Address?

The complexities inherent in today’s data center demand specific

skills and attention to manage and protect the environment. Lenovo

Managed Services addresses this potential vulnerability.

What Is Lenovo Managed Services?

Continuous remote monitoring and management of a client’s

data centre using state of the art tools, systems and practices, by a

team of highly skilled and experienced Lenovo services professionals.

152017 Lenovo Internal. All rights reserved.

Lenovo Managed Services

Managed Services Benefits

1. Real time, online system event monitoring

2. 24x7 incident response and resolution

3. Quarterly system health checks and reports

4. Perform and track system updates for performance,

stability and security

5. Leverage experienced Lenovo consultants and

powerful Lenovo tools for system administration

6. Continuously follow current best practices

7. Rely on a single point of contact for infrastructure

support

8. Focus client staff on client business

162017 Lenovo Internal. All rights reserved.

Lenovo Managed Services Statement of Work

Scope

Environments: SAP HANA/BWA, HPC, Nutanix or HW Infrastructure

Monitoring

• 24x7 coverage of hardware related issues and base operating system

Problem determination and resolution

• 24x7 incident management

• Lenovo responsible and accountable through issue resolution

Updates

• Identify and perform updates to firmware and device drivers

Health Checks

• Perform remote quarterly health checks that assess the complex

hardware/software environment and provide recommendations

Reports

• Maintain records of latest updates, firmware, and device driver levels

• Quarterly meetings to review summary reports and health check files

Flexible

• Designed to meet customer specific requirements

Target

172016 Lenovo Internal. All rights reserved.

High Level Overview of ServicesService Feature Hardware Only HPC HX Series Nutanix SAP BWA/HANA

Hardware

Coverage

Lenovo Supported

systems and

components

Lenovo Supported systems and

components

(per configuration)

HX Series Nutanix Appliance

solution components certified by

Nutanix/Lenovo

SAP BWA/HANA solution

components certified by

SAP/Lenovo

Software

Coverage Not included

SuSE, CentOS, or RedHat

IBM GPFS/Spectrum Scale

Groundwork Monitor

* Option to custom scope additional

software per configuration

Nutanix Acropolis OS (AOS)

Nutanix software stack

(Hypervisor, CVM)

Groundwork Monitor, Lenovo

XClarity

SuSE, or RedHat

IBM GPFS/Spectrum Scale

SAP BWA/HANA

Groundwork Monitor

Remote Monitoring

24X7X365

Monitor and respond to

hardware alerts only

GroundWork Monitor

server not required

Monitor and respond to solution hardware and software alerts (standard)

* Option to remove Remote Monitoring from scope based on customer needs and requirements

Call Center Support

24X7X365

Incident response and

resolution for hardware

only

Incident response and resolution for hardware/software solution

Proactive IT

ManagementSingle Point of Contact responsible and accountable through problem identification, resolution and root cause analysis.

Health Checks &

Reporting

Quarterly health checks

Perform and track system

updates (firmware only)

Quarterly health checks (standard)

Perform and track solution updates (firmware, device drivers, patches)

* Option to select Annual, or Bi-annual Health Checks based on customer needs and requirements

Sizing and Cost

* one year, multi-year

contracts

Per system node

Per solution configuration, #

locations - One time min startup

fee for GroundWork Monitor -

$10K USD

Per system node, # locations -

One time min startup fee for

GroundWork Monitor - $10K

USD

Per system node (# IMMs), #

locations - One time min

startup fee for GroundWork

Monitor - $10K USD

* Multiple year contracts with volume discounts available

182015 LENOVO INTERNAL. All rights reserved.

Service Overview

Continuous remote system monitoring, end-to-end problem resolution

and periodic health checks of your HPC solution.

Scope of Work• Assign Client Care Manager to lead planning for onboarding and to

conduct remote health checks through quarterly reviews.

• Set up GroundWork Monitor server and agents

• Perform ongoing monitoring, management, and maintenance of the Lenovo HPC solution.

• Assume ownership of HPC solution issues and pursue resolution of Lenovo hardware, GPFS, and/or Operating System, through appropriate support channels including:

– Performing troubleshooting and problem determination

– Engage partner support for advanced troubleshooting of non-Lenovo components as necessary.

– Tracking resolution of issues through ticketing system.

• Quarterly Health Checks to validate system settings, firmware levels, OS solution patches, critical updates, and drivers against best practices recommendations.

Value Delivered

•Single point of contact – issue ownership

•Early problem detection – less lost productivity and downtime

•Increase system availability, performance through optimization

•Access to a team of Lenovo IT professionals with proven

methodologies and tools

•Time to focus IT staff on your core business

Deliverables

•Escalation & Notification Process Document

•VPN Tunnel Connectivity Document

•Health Check Reports

Cost

• Per solution configuration, # locations

• One time minimum startup fee for GroundWork Monitor

Management Server - $10K USD

Managed Services for HPCClient IT environments are far more complex today --- Reactive Support alone isn’t sufficient …Managed Services helps you stay Proactive – acting before there is an issue --- Predictive: predicting when an action may be needed --- Preventative: acting to prevent an issue from happening

19

Managed Services Support Structure

© 2017 Lenovo. All rights reserved.

CustomerManaged Services Agents

24x7 1-800 Call Center Support Number

Technical Team LeaderClient Care Manager

Professional Services Manager

Duty Manager (On Shift)Optional role: Dedicated Service Delivery Leader (fee based)

• Ticket Management• Daily Problem Determination• Problem source identification• Change management

• Technical Point of Contact• Owns communications• Coordinates supporting resources• Escalate as necessary

Consulting Services Development

Business Partner

• Onsite installation services • Resolve product and solution issues

• Services augmentation

Len

ovo

Acc

ou

nt

Man

ager

• Technical Point of escalation• Critical Situation Focal Lead• Leads Periodic Reviews

• Overall Point of escalation

• Point of escalation• Leads Periodic Reviews

20

Managed Services Incident Flow

Customer

SAP

OSS

L1 / L2 / L3 SAP HANA OSS component

support teams

SUSE OSS component support teams

Red Hat OSS component

support teams

VMware OSS component

support teams

Other OSS component

support teams

Lenovo OSS component support team

Hardware replacement

or hardware analysis2

Lenovo

Hardware L3

Product Engineering

IBM

Hardware L1 / L2

Software Partner SupportRed Hat

SUSE

IBM GPFS

Nutanix

Issues with application or

HANA-specific configuration1

Non-application-specific

software issues3

Lenovo

Managed

Services

Problem

Determination

HW/SW Updates

Configuration

Changes

By Email or

Phone

1Opening SAP tickets on behalf of customers requires authorization from the customer (part of on-boarding process)2LMS requires valid a valid hardware support contract (7x24, 4 hour response)3LMS requires valid entitlement for software support of the OS, HANA, and required software components

21

Customer Qualifying Questions Value Delivered

Ensure reliability and performance of your

Lenovo solution along its lifecycle:

- Ensure best performance.

- Prevent failures and neutralize defects

promptly.

- Keep system components up to date.

Outsource monitoring and management of

your Lenovo solution to the experts.

Lenovo Managed Services provides

continuous caring and feeding of

your critical Lenovo solution.

24x7 Call Center, remote monitoring and

troubleshooting support.

Simplify the support process with Lenovo

ownership and a single point of contact.

Managed Services: Opportunity Identification

Le

no

vo C

ha

nn

el In

tern

al u

se

on

ly

▪ Does managing your IT environment

exceed your budget?

▪ Are the demands and complexity of

managing and maintaining your

environment becoming increasingly time-

consuming for your IT staff?

▪ Do you need 24x7 coverage to ensure that

your IT environment receives

management, maintenance, and problem

resolution, during off-peak hours, nights,

and weekends?

▪ Is there a business unit running critical

applications that requires a nonstandard

configuration or OS you don’t have skills to

support?

22

Managed Services Pillars (backup)

© 2017 Lenovo. All rights reserved.

Design

• 24x7x365

• Hardware monitoring

• OS Process and Services monitoring

• Log Monitoring

• GroundWork Monitor management server

Proactive IT Management

• Problem

identification

• Diagnostics

• SPOC responsible

and accountable

through Problem

resolution

• Root Cause

analysis

• 24x7x365

• End User Interface

• Trouble Ticketing Assignment and Tracking

• Escalation Management

• Change management

• Coordinate service providers (as required)

.

• Periodic / Quarterly Review

• Health Check Reports

• Identify and perform updates to firmware drivers, OS

• Plan remediation on client schedule

• Reporting -maintain recordsof latest updates,firmware, devicedriver levels

On Boarded

Service Desk

Phone Support

Remote Monitoring

Health Checks

Updates

2017 Lenovo Internal. All rights reserved.

Messaging for Partners

18

242016 Lenovo Internal. All rights reserved.

Why Professional Services

• We reduce risk in design and implementation

– Focused technical skills

– Large engagement database

– Work “on premises” or “off premises”

• We reduce risk in solution management

– Focused management skills

– Close relationships with hardware and software companies

– Call centers in Atlanta, Raleigh and Bratislava

– 24x7x365 monitoring and management

24

252017 Lenovo Internal. All rights reserved.

Which Customers Need Managed Services?

• SMB

– SMB customers don’t have a large, skilled IT staff. Owners of a small 5-10 node environment can gain peace of mind and assurance that their critical business keeps running for as little as $20k/year.

• Enterprise

– Managed Services allows large customers to manage the costs and resources that are required to monitor and maintain a complex IT environment.

262017 Lenovo Internal. All rights reserved.

What’s The Benefit To A Partner?

• Strengthen customer relationship

– Restore relationships with customers experiencing IT issues

– Customer reliance on Lenovo increases number of opportunities and odds of success for future business

• Demonstrate Lenovo’s value beyond hardware provider

– Establishing a services footprint in an account opens a new revenue stream

• Managed Services keep on giving

– Contracts are often multi-year, generating a revenue stream for quarters to come

– Offer Managed Services today for systems purchased last year. Managed Services present an opportunity to re-engage customers anywhere in the lifecycle of their investment.

27

• Requirements are reviewed by technical consultant, and a scope created

• OM will confirm one of two ordering routes:– a part number and quantity to be quoted, which can be included and priced as part of the hardware order

– an LSCS contract, as used with some maintenance/warranty/support purchases (mainly for larger projects)

• Order placed, which creates a SAP (or LSCS) reference

• OM provides appropriate Statement of Work for signature by End Customer

• Only once paperwork is signed can any resources be committed.

2015 LENOVO INTERNAL. All rights

reserved.

Engagement Flow

28

Key points

• Key points to remember for successful projects using the Professional Services team:

– Early engagement means more competitive solutions and pricing

– Discuss Managed Services with all customers

– Co-delivery with partners is an option

- e.g. partner provides project management, LPS performs cluster installation

– Consider including bundle of consultancy “days” in each deal to be used in the first 3-6 months after partner install

• How to engage

– Contact your geo Opportunity Manager to help prepare a proposal for your customer.

2015 Lenovo Internal. All rights reserved.

2017 Lenovo Internal. All rights reserved.

Backup slides

18

312017 Lenovo Internal. All rights reserved.

Sample Healthcheck Report