Embed Size (px)
Citation preview
KnowledgeBroker (KBI) KnowledgeBroker (KBI)
The KBI KnowledgeBaseThe KBI KnowledgeBase Desktop Computer Support Desktop Computer Support
in HP Service Managerin HP Service ManagerFor HP Sales Internal use onlyFor HP Sales Internal use only
+1.626.441.0702 www.kbi.com [email protected]
2
KBI KnowledgeBaseKBI KnowledgeBaseAGENDAAGENDA
KnowledgeBroker -- Relationship to HP
KBI KnowledgeBases -- What they are, What they do, Value Proposition
Why You Should Care!
Rules of Engagement
Identifying Sales Opportunities
Questions
3
KnowledgeBroker, Inc. KnowledgeBroker, Inc. KBI -- ISV FOR HP SERVICE MANAGERKBI -- ISV FOR HP SERVICE MANAGER
Established 1992. Headquarters in Reno, NV
Member, HP Marketplace Referral Program
HP EMAP Gold Partner
HPLN Partner Content Showcase -- Pilot Partner
Customer base -- Enterprise to small and mid-sized
Average deal size: $60,000 - $100,000
4
Some of the companies that use KBI’s KnowledgeBase:
5
KBI KnowledgeBase: KBI KnowledgeBase: Fast Answers for Desktop SupportFast Answers for Desktop SupportOUT-OF-THE-BOX ANSWERS IN HP SMOUT-OF-THE-BOX ANSWERS IN HP SM
Pre-packaged Desktop Support Database Fully integrated with features and functions HP Service Manager 9x, 7.11,
HP SM SaaS, Service Center 6.2+
- Search, reporting, ticketing
- Secure. No outside links or URLs
Supports 190+ desktop apps, OS, Smart Phones, Digital Devices
Just-in time (JIT) answers for Help Desk Analysts
Instantly populates End User self-service portal with essential information.
6
Cut Support Costs by…Cut Support Costs by…60,000+ STEP-BY-STEP SOLUTIONS60,000+ STEP-BY-STEP SOLUTIONS
IMMEDIATE ROIIMMEDIATE ROI
Better support center results- Improve first call resolution- Cut Support Desk call times - Reduce inbound call volume through end user self-service- Provide consistent answers shift-to-shift- Resource and training tool
Ongoing source of new desktop support content
7
KBI KnowledgeBaseKBI KnowledgeBaseADDITIONAL BENEFITSADDITIONAL BENEFITS Support KCS and ITIL compliance. Saves time, cuts costs and increases the efficiency of technical support. Achieve rapid time to value through rapid deployment Secure--Behind the firewall
No clicks on links or outside URLs. KBI's total solution is in the system. Great starting point for Knowledge Management initiatives Major cost savings - Buy vs. Build Thousands of examples for building new, effective content
8
The KnowledgeBase SupportsThe KnowledgeBase SupportsMICROSOFT DESKTOP Microsoft Exchange Microsoft OffShrpnt Srvr 7 Microsoft Office 2003 Microsoft Office XP, 2000 Microsoft Office 97, 95 Microsoft OneNote Microsoft Publisher 2007 Microsoft Publisher 2003 Microsoft Publisher XP Microsoft Publisher 2000 Microsoft Publisher 98 Microsoft Publisher Microsoft Active Directory Microsoft Access 2003 Microsoft Access XP, 2000 Microsoft Access 97 Microsoft Access 95 Microsoft Access 2.0 Microsoft Encarta 2004 Microsoft Excel 1010 Microsoft Excel 2007 Microsoft Excel 2003, XP Microsoft Excel 2000 Microsoft Excel 97/97 Microsoft Excel 5.0 Microsoft InfoPath Microsoft Money 2004 Microsoft PowerPoint 2007 Microsoft PowerPoint 2003 Microsoft PowerPoint XP Microsoft PowerPoint 2000 Microsoft PowerPoint 97 Microsoft PowerPoint 95 Microsoft PowerPoint 4.0 Microsoft Project 98 Microsoft Project Microsoft Schedule 95
Microsoft Project 98 Microsoft Project Microsoft Schedule 95 Microsoft Win Sharepoint Svc Microsoft Visio 2003 Microsoft Word 2010 Microsoft Word 2007 Microsoft Word 2003, XP Microsoft Word 2000 Microsoft Word 97/95 Microsoft Word 95, 6.0 Microsoft Works
OPERATING SYSTEMS Windows 7 Windows Server 2003 Windows Vista Windows Media Center Windows XP Professional Windows XP Home Windows 2000 Windows Millennium Microsoft Windows NT4, Microsoft Windows NT Microsoft Windows 98 Microsoft Windows 95 Windows (3.1) MS DOS Linux OS/2
PORTABLE Citrix Online WebEX NetMeeting PC Anywhere
HARDWARE/VIRUS BlackBerry Wireless
Handheld BlackBerry Storm iPhone Laptop Mobility Norton Internt Security WinZip12 TREO 650 PDA Printers Scanners Modems CD ROM Hardware Plus Tape Backup Iomega Norton Anti-Virus Norton Commander Norton Utilities 3 PCDVD PCMCIA WinFax
LOTUS APPS Lotus Notes 8.5 Lotus Notes 6X, 5x, Lotus Notes 4x, 3x Lotus SmartSuite 97 Lotus SmartSuite Lotus1-2-3 for Windows Lotus 1-2-3 for DOS Lotus cc:Mail Lotus Ami Pro Lotus Approach Lotus Freelance
Graphics Lotus Organizer Word Pro 9.5 WordPro
COREL/WORD PERFECT Corel Borland Paradox Corel WordPerfect Office Corel Quattro Pro Corel Envoy Corel Presentations Corel WordPerfect 8.0 Corel WordPerfect Corel Quattro Pro 9, 8 Corel WordPerfect for
Windows Corel WordPerfect
Macros Corel WordPerfect 9 Corel Address Book 8 Corel Draw 7 Corel Draw Corel Perfect Export 8 Corel Photohouse 8 Corel Presentations 8 Corel Central 9
INTERNET APPS Google Documents Google Spreadsheets Google Presentations Google Calendar LinkedIn Twitter MS SharePoint Designer Microsoft FrontPage 2003 Microsoft FrontPage XP Microsoft FrontPage 2000 Microsoft FrontPage 98 Internet Explorer 8.0 Internet Explorer 7, 6,5,4 Netscape, Netscape 4 HTML/Website FTP Windows WIFI XP
GRAPHICS & DESKTOP
PUBLISHING Adobe Acrobat 9.0 Adobe Reader 9.0 Acrobat 8.0 Acrobat 7 Acrobat 6, 4 Adobe DreamWeaver CS3 Adobe Illustrator CS3 Adobe Illustrator CS2 Adobe Photoshop CS3 Adobe Photoshop CS2 Photoshop Pro 5, 4 Adobe Pagemaker Aldus PageMaker AutoCAD Digital Photos Paint Shop Pro 5 Photo Soap PhotoDraw2000 PhotoImpact 4 Picture Publisher Ulead iPhoto Express Harvard Graphics
MAIL AND GROUPWARE Microsoft Outlook 2010 Microsoft Outlook 2007 Microsoft Outlook 2003 Microsoft Outlook XP Microsoft Outlook 2000 Microsoft Outlook 98/97 Novell Netware 4 Novell Netware 3 Novell GroupWise 8 Novell GroupWise
9
Support for Office 2007Support for Office 2007EXAMPLE -- KNOWLEDGEBASE TOPICSEXAMPLE -- KNOWLEDGEBASE TOPICS
10
KBI KnowledgeBaseKBI KnowledgeBaseKBI INTEGRATION INTO HP SERVICE MANAGERKBI INTEGRATION INTO HP SERVICE MANAGER
Content file imports into HP SM through an importer that ships with SM
Integration jointly designed and optimized by HP and KBI
Available resources:
- Installation and User Guide
- DemoBase sample content for demos
- Sample content for testing on site in customer sand box
Enter a search term
Preview and select a solution
Analyst View
Follow the step-by-step solution
Analyst View
End User self-service portal
End User self-service portal
15
LicensingLicensingKBI LICENSING IS ALIGNED WITH HP LICENSINGKBI LICENSING IS ALIGNED WITH HP LICENSING
Licensed on a 1:1 ratio to the number and type of Knowledge Management
licenses currently installed
Licenses are perpetual
Content distributed via FTP download
16
Licensing Costs - MSRPLicensing Costs - MSRPQUANTITY ONEQUANTITY ONE
HD KM Concurrent Seat: $432
HD KM Named Seat: $300
End Users: 1 concurrent seat for every 250 end users with access to content
HP SaaS pricing: Licensed by month though an annual contract
DISCOUNTSDISCOUNTS
Tiered Volume Discounts
EDU and Non-Profit special discounts
Will mirror ‘HP deal’ discounts when needed to stay consistent with strategy
17
Maintenance &Maintenance &New Content UpdatesNew Content Updates
UPDATED QUARTERLY- LICENSED ANNUALLYUPDATED QUARTERLY- LICENSED ANNUALLY
KMAP: KnowledgeBase Maintenance & Annual Update Plan Annual Sub: $100 per seat per year
KMAP includes: Updates to existing titles Content for new versions of software apps Content for new products Help with import issues Advice on content construction and use – usually a charged service License migration to the next version of underlying system
18
Content DevelopmentContent DevelopmentOUTSOURCE CONTENT DEVELOPMENTOUTSOURCE CONTENT DEVELOPMENT
KBI also writes and delivers custom content ready for import into
HP Service Manager on a contract or sub-contract basis.
EXAMPLESEXAMPLES
‘Quick start’ content for known FAQs
Support Content for proprietary apps or products
19
Why You Should Care!Why You Should Care!PROTECTS ACCOUNTSPROTECTS ACCOUNTS
June 1st – KBI approved as member of the Marketplace Referral Program (MRP)
MRP program enables eligible HP Software and Solutions employee’s to refer KBI (with customer permission) to select EMAP ISV partners.
If the opportunity results in the sale of KBI’s certified product(s) to the end customer within 12 months of the referral, the eligible employee(s) will receive quota credit for 100% of the referral fee that HP receives (25% of KBI net license revenue).
NEED MORE INFO?NEED MORE INFO?Kim [email protected] | 770-649-0276
20
Rules of EngagementRules of EngagementREFERRING A LEAD TO KBI THROUGH MRPREFERRING A LEAD TO KBI THROUGH MRP
HP Sales identifies and qualifies a potential lead for KBI’s KnowledgeBase Sales registers the lead with Kim Straub, HP Marketplace Referral Program
http://intranet.hp.com/tsg/softwaremarketplace/Pages/Home.aspx The lead is sent to KBI for review and acceptance Once accepted, the contact details for the customer will be sent to KBI so that
they can reach out to customer. KBI welcomes having a intro call with the HP sales reps to ensure account alignment and next steps.
KBI will provide marketing materials, live demo, licensing proposal, and follow up Once the deal is closed on KBI paper, Kim Straub will notify the sales team and
process the quota crediting
21
Potential CustomersPotential CustomersCOMPANY PROFILECOMPANY PROFILE Companies of all sizes, across all verticals that provide support for desktop
applications. Help Desks and support groups that provide support for desktop applications and
end user computing. Companies that have or are considering End User self-service functions Any current or proposed HP Service Manager installation with Knowledge
Management HP Service Manager SaaS installations
22
Decision MakersDecision MakersFUNCTIONS / TITLESFUNCTIONS / TITLES
Initiates, researches, evaluates and recommends
Help Desk Manager
Service Desk Manager or supervisor
IT Manager
Customer Service Operations Manager
Support Center Manager
Final decision maker
CIO, VP Client Services, IT Director
23
Sweet Spots for SalesSweet Spots for SalesTIMING IS EVERYTHINGTIMING IS EVERYTHING
Customers are most likely to add support content when they Upgrade to a new version of Service Manager Make a change to their desktop operating system or ‘Office’ software Open up Self-Service Portal to End Users First purchase HP Service Manager Start a Knowledge Management initiative
The KBI KnowledgeBase adds immediate value to HP SM Go back to your embedded base – and then expand the sale
24
Identify the OpportunityIdentify the OpportunityKEY WORDS AND PHRASES AS INDICATORSKEY WORDS AND PHRASES AS INDICATORS
KnowledgeBases, pre-packaged content, support packs, canned content
Knowledge Management, KM initiatives
ITIL or KCS – Requires a loaded KnowledgeBase for compliance
Migrating or upgrading to version next of HP Service Manager
Migrating to new desktop software or devices Ex: Windows 7, Smart Phones
End user support, Self Service, Populate End user self service portal
25
Questions Questions from Customersfrom CustomersWHAT EVERY CUSTOMER WANTS TO KNOWWHAT EVERY CUSTOMER WANTS TO KNOW What applications does the KBI KnowledgeBase support?
190+ Desktop and Internet applications, Operating systems, smart phones and more.
How does the KBI content integrate with HP Service Manager? The KnowledgeBase imports into and is fully integrated with all of the features and functions
of HP SM KM. There are no URLs or links outside the system.
Does the KnowledgeBase require a lot of training to use? No.
How often is the KnowledgeBase updated? Quarterly
What does the content look like in the HP SM? Each KBI solution is in a standard HP template. Solutions are written for both Help Desk Analysts
and End User Self Service and cover How to topics, Error messages and Problem Symptoms.
Can we see a content demo or test the content in our sandbox?Yes! We can show you examples of the content in a PowerPoint or in a live demo. If you
want to test the integration we can provide you with a DemoBase and integration instructions.
26
What Customers What Customers Have to SayHave to Say
“We’re approaching go live and the KBI content – working great.” Business Application Support, Multi-faceted Manufacturer
“Without the help of KnowledgeBroker, we never would have been able to resolve the calls at the Service Desk as quickly as we did.”
Knowledge Manager, International Cosmetic Firm
“ I would have no problem recommending your solution. It has been key in helping us extend the capabilities of Service Manager.”
Sr. Architect, IT Roadmap, Global Tel Com Company
27
What Corporate SalesWhat Corporate SalesExecs have to SayExecs have to Say
“KBI’s support content helps protect the HP account for less than $100K.”
“KBI KnowledgeBases are the easiest starting place to get fast product ROI.”
“A great way to expand the HP footprint in support services.”
28
KBI’s KnowledgeBaseKBI’s KnowledgeBaseCuts Support CostsCuts Support CostsIMMEDIATE ROIIMMEDIATE ROI
Add solid value to Service Manager
Minimize support escalations with answers in the system
Reduce call volume and add tangible value to the End User self -service portal
Lower operational costs
Support ITIL and KCS compliance and Knowledge Management initiatives
Provide internal teams examples for writing proprietary content
Plug-in to an ongoing source of valuable new content- year in, year out
And our favorite (and yours) , get paid for doing it
29
Thanks!
KnowledgeBroker, [email protected]
Brad Stanley Gail WetmoreManaging Director VP Marketing775.852.5711 626.441.0702
