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12/17/2008
9
© 2008 Hewlett-Packard GmbH (SAPCC Germany)
The information contained herein is subject to change without notice
Preface: Guideline for HP Services
IT availability
requirements
Business requirements
Proactive 24
Service
Critical
Service
Ensure
high
availability
Increased
effectiveness
Enhanced
support
services
Achievement
of
business
objectives
through
continual
improvement
of IT
service
quality
Mission Critical
Partnership
99,5 % 99,9 %
99,97 %
98,5 %
Reactive
Services
Emergency
support
Proactive
Services
Mission Critical
Services
20%
80%
Directory
Applications
Technology
Solutions