expand hpc engagement into winning propositions with .... expand hpc...expand hpc engagement into...
TRANSCRIPT
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
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.
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
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.