RV

PROJECT/TRAINING REPORT
A report submitted to Delhi Business School, New Delhi as a part of fulfillment

of
MBA +PGP Post Graduate Program (Industry Integrated) training in
MARKET STRATEGIES OF HP PRODUCTS & SERVICES
i n v e n t
Submitted to: Submitted By:

Director Academics Gurinder Singh
Delhi Business School Batch- spring July (08-10)
New Delhi Semester:- II
Roll No.-DBS/08-10/S-139
Internal Guides Punjab Technical University
Mrs. Sweta Seth
Mrs. Sarita Pattnaik
B-11/58 M.C.I.E., Mathura Road, New Delhi

Website: www.dbs.edu.in
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ACKNOWLEDGEMENT
At the outset, I would like to place on record my gratitude to all

those who have been instrumental in shaping up this project with
their guidance and inspiration.
I express my hearty respect and profound thanks to Mr. V.N.

Jatwani (Director, Digitech Services Pvt. Ltd.) for their valuable
guidance in completing my project.
I am deeply indebted to Mr. Harish (Senior Officer, Digitech-e-

service), whose sincere cooperation in directing and guiding me
enabled the project to assume its systematic shape.
I am also thankful to all the employees of Digitech who guided me

on various aspects during the project.
I am also grateful to Mr. Prem Kumar (Head of Digitech-e-

services) his constant inspiration, supervision and guidance for this
work has helped me immensely to present the work in a nice way.
Last but not the least I must express my gratitude to my family and
various friends who gave moral support for completing this project
work.
GURINDER SINGH
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TABLE OF CONTENT
1.INTRODUCTION 6
• Executive summery of HP company
• History of Company
• Products of company
2.OBJECTIVE AND MISSION 10
• HP corporate objectives and shared values
 Shared Values
 HP corporate objectives
• Technology contributed by HP
• Mission of company
3. DETAILS OF SERVICES AND ITS FEATURES 19
• Care pack services
• Outsourcing services
4. RESEACH METHODOLOGY 71
5. MARKETING STRATEGIES 73
6. COMPETITORS 76
7. MARKET SHARE POSITIONS 78
8. ACHIEVEMENT 80
9. FUTURE PROSPECTS 81
10. ANALYSIS & INTERPRETATION 83
11. SUGGESTIONS/ RECOMMENDATIONS 90
12. CONCLUSION 91
13. BIBLIOGRAPHY 92
14. ANNEXURE 93
15. QUESTIONNAIRE 101
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PREFACE
Marketing should not be looked upon in a vacuum or in isolation.
It is an essence taking a view of the whole business organization
and its ultimate objective concern for marketing must penetrate all
areas of the enterprise. Market survey in today’s competitive world
is a must for every organization.
This project is a study of market potential of HP invent. The

rational behind this particular study is to find out the present
market scenario of various brands & to find out the corporate need
and perception. It was a pleasurable experience to conduct a
research on behalf of DIGITECH SERVICES PVT. LTD.
pertaining to the study of the COMPUTER & PRINTERS
CAREPACK, CALL LOGGING, DIRECT SELLING. To
carry out this research a sample study was pursued where the target
was made to the people of Delhi region. Various statistical and
analytical tools and techniques are applied to ascertain and depict
the present scenario.
Conclusion and there by recommendation has been arrived at by

proper and justified interpretation of the result derived from the
above said analytical tools and techniques.
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1. INTRODUCTION
EXECUTIVE SUMMERY OF HP COMPANY

HP is a technology company that operates in more than 170
countries around the world. We explore how technology and
services can help people and companies address their problems and
challenges, and realize their possibilities, aspirations and dreams.
We apply new thinking and ideas to create more simple, valuable
and trusted experiences with technology, continuously improving
the way our customers live and work.
No other company offers as complete a technology product

portfolio as HP. We provide infrastructure and business offerings
that span from handheld devices to some of the world's most
powerful supercomputer installations. We offer consumers a wide
range of products and services from digital photography to digital
entertainment and from computing to home printing. This
comprehensive portfolio helps us match the right products,
services and solutions to our customers' specific needs.
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Fast facts Technology leadership
• HP was founded in 1939. HP's three business groups drive
• Corporate headquarters are in industry leadership in core
Palo Alto, Calif. technology areas:
• Mark Hurd is president and
CEO. • The Personal Systems Group:
• HP is among the world's largest business and consumer PCs,
IT companies, with revenue mobile computing devices and
totaling $118.4 billion for fiscal workstations
2008. • The Imaging and Printing
• HP's 2009 Fortune 500 ranking: Group: inkjet, LaserJet and
No. 9. commercial printing, printing
supplies, digital photography
» and entertainment
• The Technology Solutions
Group: business products
including storage and servers,
EDS, managed services and
software
Contribution Growth
HP strives to be an economic, HP is focused on three technology
intellectual and social asset to shifts that have the power to
each country and community in transform our customers' lives and
which we do business. businesses.
Key areas of contribution are
electronic waste, raising standards • Next-generation data center
in our global supply chain and Always on, always connected
increasing access to information mobile computing
technology. • Ubiquitous printing and imaging
HISTORY OF COMPANY
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Stanford University classmates Bill Hewlett and Dave Packard
founded HP in 1939. The company's first product, built in a Palo
Alto garage, was an audio oscillator—an electronic test instrument
used by sound engineers. One of HP's first customers was Walt
Disney Studios, which purchased eight oscillators to develop and
test an innovative sound system for the movie Fantasia.
Follow HP as it View in-depth Follow HP's efforts

evolves through the descriptions and to preserve for
years. photos of notable future generations
products from the its most famous
» HP interactive collection of the HP piece of real estate
timeline Archives. — the HP garage.
» Virtual museum » HP Garage
PRODUCTS OF HP
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PRINTERS & SERVERS
DESKTOP & LAPTOPS
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2. OBJECTIVE AND MISSION
HP corporate objectives and shared values
It is necessary that people work together in unison toward common

objectives and avoid working at cross purposes at all levels if the
ultimate in efficiency and achievement is to be obtained."
— Dave Packard
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HP's Corporate Objectives have guided the company in the
conduct of its business since 1957, when first written by co-
founders Bill Hewlett and Dave Packard.
COMPANY SHARED VALUES

• Passion for customers
We put our customers first in everything we do.
• Trust and respect for individuals
We work together to create a culture of inclusion built on trust,
respect and dignity for all.
• Achievement and contribution

We strive for excellence in all we do; each person's contribution is
critical to our success.
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• Results through teamwork
We effectively collaborate, always looking for more efficient ways
to serve our customers. Speed and agility
We are resourceful and adaptable, and we achieve results faster
than our competitors.
• Meaningful innovation
We are the technology company that invents the useful and the
significant.
• Uncompromising integrity
We are open, honest and direct in our dealings.
COMPANY CORPORATE OBJECTIVES

• Customer loyalty: We earn customer respect and loyalty
by consistently providing the highest quality and value.
• Profit: We achieve sufficient profit to finance growth,
create value for our shareholders and achieve our corporate
objectives.
• Growth: We recognize and seize opportunities for
growth that builds upon our strengths and
competencies.
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• Market leadership: We lead in the marketplace by
developing and delivering useful and innovative products,
services and solutions.
• Commitment to employees: We demonstrate our
commitment to employees by promoting and rewarding
based on performance and by creating a work environment
that reflects our values.
• Leadership capability: We develop leaders at all levels
who achieve business results, exemplify our values and lead
us to grow and win.
• Global citizenship: We fulfill our responsibility to

society by being an economic, intellectual and social asset to
each country and community where we do business.
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TECHNOLOGY CONTRIBUTION BY HP
In 1966, Bill Hewlett and Dave Packard decided to create a central
research lab for HP to free scientists from day-to-day business
problems so they could focus on ideas that would help shape the
company's future.
HP Labs has a long history of technical achievements including

such well-known early innovations as pocket scientific calculator
(1972), thermal inkjet printing (1984) and RISC architecture
(1986).
In the past two decades, our contributions have ranged from optical
sensing technology used in cordless mice (1998), to the world's
first molecular logic gate (1999), a fundamental step in the creation
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of chemically assembled electronic nano computers, to Jena, the
most popular toolkit for Semantic Web developers (2000).
HP Labs began its pioneering work in what is now known as

sustainable IT in 2000, resulting in hundreds of patents and several
HP products, including Dynamic Smart Cooling (2006) which
reduces data center cooling costs by 25 to 40 percent.
» HP Labs timeline (1966-2006)

» 40 years of contribution (history)
MISSION OF COMPANY
Hewlett-Packard's Mission Statement:
• Customer loyalty :
 To provide products, services and solutions of the
highest quality and deliver more value to our customers
that earns their respect and loyalty.
 Underlying beliefs supporting this objective:
Our continued success is dependent on increasing the
loyalty of our customers.
 Listening attentively to customers to truly understand
their needs, then delivering solutions that translate into
customer success is essential to earn customer loyalty.
 Competitive total cost of ownership, quality,
inventiveness, and the way we do business drives
customer loyalty.
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• Profit :
 To achieve sufficient profit to finance our company
growth, create value for our shareholders and provide
the resources we need to achieve our other corporate
objectives.
 Profit is the responsibility of all.
 Balance of long-term and short-term objectives is key
to profitability.
 Profit allows us to reinvest in new and emerging
business opportunities.
 Profit is highly correlated to generating cash, which
brings more flexibility to the business at a lower cost.
 Profit enables the achievement of our corporate
objectives
• Market leadership
 To grow by continually providing useful and significant

products, services and solutions to markets we already
serve-and to expand into new areas that build on our
technologies, competencies and customer interests.
There are more places we can contribute than we will
be capable of contributing: We must focus.
 To be average in the marketplace is not good enough,
we play to win.
 We must be No. 1 or No. 2 in our chosen fields.
• Growth
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 To view change in the market as an opportunity to
grow; to use our profits and our ability to develop and
produce innovative products, services and solutions that
satisfy emerging customer needs.
Growth comes from taking smart risks, based on the
state of the industry-that requires both a conviction in
studying the trends, but also in inducing change in our
industry.
 Our size (and diversity of businesses) gives us ability to
weather economic cycles and turn them to our favor.
• Employee commitment
 To help HP employees share in the
company's success that they make possible; to provide
people with employment opportunities based on
performance; to create with them a safe, exciting and
inclusive work environment that values their diversity
and recognizes individual contributions; and to help
them gain a sense of satisfaction and accomplishment
from their work.
 Underlying beliefs supporting this
objective:
HP's performance starts with motivated employees;
their loyalty is key.
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 We trust our employees to do the right
thing and to make a difference.
 Everyone has something to contribute: It's
not about title, level or tenure.
An exciting, stimulating work environment is critical to
invention.
 A diverse workforce gives us a
competitive advantage.
Employees are responsible for lifelong learning.
• Leadership capability
 To develop leaders at every level who are
accountable for achieving business results and
exemplifying our values.
 Underlying beliefs supporting this
objective:
Leaders inspire, foster collaboration and turn vision and
strategies into action-with focused, clear goals.
 Effective leaders coach, relay good news
and bad, and give feedback that works.
 Leaders demonstrate self-awareness and a

willingness to accept feedback and continuously
develop.
 Leaders speak with one voice and act to
eliminate busy work.
• Global citizenship
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 Good citizenship is good business. We live up to our
responsibility to society by being an economic,
intellectual and social asset to each country and
community in which we do business.
The highest standards of honesty and integrity are
critical to developing customer and stakeholder loyalty.
 The betterment of our society is not a job to be left to a
few; it is the responsibility to be shared by all.
This objective is essential to delivering on the brand
promise.
3. DETAILS OF SERVICES AND ITS

FEATURES
CARE PACK SERVICES
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The solution to flexible, reliable IT is simple: HP Care Pack
Services. Choose expert advice and personalized IT support across
the entire IT lifecycle. It’s good for business, budgets and results,
and simply the service that suits you – at a price you can afford.
CARE PACK DETAILS FOR LAPTOP & PRINTERS

We are providing hp care pack services for laptop & printers.
The price for laptop Rs.6500/- for two years. Physical damage and
battery are not included in this service under this situation.
We extend warranty of the unit & we provide same services for
next two years.
Customer can take services in any service centre of hp.
This is valid only under the warranty period and a part from this if
warranty period has been finished then we look in to the situation
and then react as per them.
PRINTERS SERVICES
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For the printers we are also providing care packs under the
warranty period but for the printers we do not recover the cartridge
Ink and physical damages.
We are providing services of printers, laptops and servers on side
and off side warranty. Under on side warranty we charge 500 Rs
extra to the off side charges.
SUPPORT & SERVICES
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Count on the professionals at HP Services to help you cut the cost
and complexity of supporting hardware, software, and network
environments across your enterprise. We offer a comprehensive
portfolio of business support services and technical support
services for environments of all sizes and all types. We can
simplify your life with single-point-of-accountability lifecycle
support; rapid-response coverage around the clock and around the
world; and flexible service plans to suit your needs and budget.
HP Services offerings range far beyond standard product support
to: deployment services for risk-reducing installation and startup,
implementation, and integration; availability services to help you
proactively reduce downtime and meet your service-level
commitments through industry-leadership in mission critical
environments; performance services providing objective technical
assistance to help you make the most of your IT investments; and
innovative support management services such as HP Integrated
Support to complement your internal capabilities with proven
multivendor expertise
SEVICES PROVIDE THROUGH
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HP Care Pack Services by Service
Hardware Support Mission-Critical & Proactive

» 6-Hour Call-to-Repair Support
» 4-Hour 24x7 Same Day » Critical Service
» 4-Hour Same Business Day » Proactive 24
» Accidental Damage Protection » HP Proactive Blade System
Service
» Next Business Day Education Services
» Next Business Day Support for » Education
Travelers Data Center Project Services
» Next Day Exchange » Deployment Services
» Return Service » Migration Services
» Pick-Up & Return Data Center Operational
» Maintenance Kit Replacement Services
» Server Operation Services
» One-Time Replacement » Storage Operation Services
Software Support » Software Operation Services
» 24x7 Technical Support Data Center Optimization
» Technical Support Services
» Software Product Updates » Infrastructure optimization
Hardware + Software Support assessment services
» Support Plus » IT security & risk assessment
» Support Plus 24 services
» ITSM Assessment Service
» Power & Cooling Assessment
services
1. Hardware Support
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• 6-Hour Call-to-Repair Hardware Support
Keep availability high with responsive committed-repair-time

service.
This cost-effective HP Care Pack Service helps you minimize

system downtime due to hardware failure. It features a
commitment to resolve hardware problems within 6 hours from the
time your service call is received. (Please note repair-time
restrictions below.)
When you experience system problems, your call is immediately

connected to an HP-certified resolution engineer for
troubleshooting. If your problem cannot be resolved remotely, an
experienced support professional is dispatched to your site to begin
hardware repair activities.
Choose 6-Hour Call-to-Repair support when you need to:
• Be confident of efficient hardware repair within a specified

timeframe
• Boost productivity via increased hardware system uptime
• Enjoy consistent hardware support levels across your MPE,
HP-UX, Windows NT, NetWare, or mixed
environment (limited to Windows NT in the U.S)
• Obtain easy-to-buy, easy-to-use extended warranty services
• Enhance IT resource planning and IT staff efficiency
Service highlights
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• Remote problem diagnosis and support - HP Services uses
electronic remote support tools to isolate your problem and
facilitate resolution.
• Onsite hardware support - For critical issues that cannot be
resolved remotely, an HP-certified customer engineer is sent to
your site to return your covered hardware to operational
condition, repairing or replacing components or entire units as
necessary. Your coverage includes all required parts and
materials.
• 6-hour repair-time commitment: HP commits to correcting
hardware malfunctions in less than 6 hours from your initial call
to the HP Response Center; available up to 50 miles (80km)
from a primary HP support office; (8-hour commitment for
systems located within 51-100 miles (81-160km) of a primary
HP support office).
• Round-the-clock coverage - Service is available 24x7x365.
• Upfront server audit - After you purchase and register your
HP Care Pack, HP Services collects key system configuration
information and inventories covered equipment to streamline
troubleshooting and repair of any future server hardware
problems.
• Escalation management - Established escalation procedures
enlist specialized expertise from HP and selected third-parties.
• Optional Defective Media Retention Service - A standard
hardware warranty or service contract requires payment for a
replacement part if a defective one is not returned to HP. This
option lets you protect sensitive data by keeping your defective
disk, without paying for the replacement.
• 4-Hour 24x7 Same Day Hardware Support
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Responsive service coverage available whenever you need it.
Increase equipment availability and productivity with round-the-

clock onsite and remote support for your HP hardware, as well as
selected multivendor equipment. This flexible HP Care Pack
Service covers desktops, workstations, servers, storage systems,
and network equipment.
Choose 4-Hour 24x7 Same Day Hardware Support when you need
to:
• Extend your hardware warranty coverage with prompt,

anytime service for key systems and devices
• Obtain easy-to-buy, easy-to-use onsite services
• Improve hardware performance and uptime
• Increase the return on your HP and multivendor hardware
investments
• Enjoy consistent service coverage across geographically
dispersed sites
Service highlights

• 4-hour onsite response 24x7x365 - For issues that cannot be
resolved remotely, an authorized HP Services representative
arrives at your site within 4 hours after your call has been
logged. Service is available around-the-clock every day,
including all holidays. HP Services returns your covered
hardware to operational condition, repairing or replacing
components or entire units as necessary. Your coverage

includes all required parts and materials.
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• 4-Hour Same Business Day Hardware Support
Prompt service coverage during standard or extended business

hours
Increase equipment availability and productivity with rapid-

response onsite and remote support for your HP hardware, as well
as selected multivendor equipment. This flexible HP Care Pack
Service covers desktops, workstations, servers, storage systems,
network equipment, and printing.
Choose 4-Hour Same Business Day Hardware Support when you

need to:
• Extend your hardware warranty coverage with prompt

service for key systems and devices
• Increase the return on your HP and MultiFinder hardware
investments
•

dispersed sites
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Service highlights

• 4-hour onsite response - For issues that cannot be resolved
remotely, an authorized HP Services representative arrives at
your site within 4 hours after your call has been logged, if this
time falls within your contracted service window. HP Services
returns your covered hardware to operational condition,
repairing or replacing components or entire units as necessary.
Your coverage includes all required parts and materials.
• Coverage window options- Standard business hours,
standard business days: Service is available 8:00 am - 5:00 pm,
Monday through Friday, excluding holidays
- Extended business hours, standard business days: Service is
available 8:00 am - 9:00 pm, Monday through Friday, excluding
holidays
enlist specialized expertise from HP and selected third-parties
• Accidental Damage Protection
Better-than-insurance coverage for notebooks and handhelds
HP Accidental Damage Protection helps you avoid out-of-pocket

repair or replacement costs caused by accidents that may occur
during normal operation of your mobile computing products.
This easy-to-use HP Care Pack service offers enhanced hardware

protection that is far more than “just insurance.” It provides
convenient off-site pick-up and return or on-site service*. There is
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no deductible, no depreciation. And you enjoy prompt return of a
working unit.
Service Highlights
Remote problem diagnosis and support — Local telephone and

electronic support using HP remote support tools isolate your
problem and help streamline resolution.
Parts and materials — Includes all labor and HP-supported parts

required to return your covered hardware in operating condition, or
replacement of the device if it cannot be repaired.
Coverage window — Service is available 8:00 am - 5:00 pm local

time Monday through Friday (excluding HP holidays), or during
standard business days and hours in the country where service is
requested**.
PLEASE NOTE: Accidental Damage Protection is not a

standalone service. It is designed to complement HP Care Pack
hardware maintenance offerings including onsite services
and Pick-up and Return Service, which are obtainable separately.
*Depending on country-specific capabilities and complementary

service purchased
*Coverage windows are subject to local availability.
• Next Business Day Hardware Support
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Expert next-day service - with your choice of coverage
windows
Increase equipment availability and productivity with high-quality

onsite and remote support for your HP hardware, as well as
selected multivendor equipment. This flexible HP Care Pack
packaged service covers desktops, workstations, servers,
notebooks and laptops, network equipment, and printing.
Choose Next Business Day Hardware Support when you need to:
• Extend your hardware warranty coverage for key systems

and devices
• Increase the return on your HP and multivendor hardware
investments
dispersed sites
Service highlights

• Next business day onsite response - For issues that cannot
be resolved remotely, an authorized HP Services representative
arrives at your site the next day after your call has been logged
and for which you have a contracted service window. HP
Services returns your covered hardware to operational
condition, repairing or replacing components or entire units as

materials.
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• Coverage window options- Standard business hours,
standard business days: Service is available 8:00 am - 5:00 pm,
Monday through Friday, excluding holidays
- Extended business hours, standard business days: Service is
available 8:00 am - 9:00 pm, Monday through Friday, excluding
holidays
- 24x7: Service is available round-the-clock, including all
holidays
• Next Business Day Hardware Support for

Travelers
Obtain multi-country coverage with a single support package.
HP Next Business Day Hardware Support for Travelers gives

mobile computer users a one-stop solution for prompt, reliable
remedial services in more than 85 countries around the world.
This easy-to-use HP Care Pack Service offers local-language

remote problem diagnosis and next-business-day onsite response
times. Coverage spans HP and Compaq branded mobile hardware
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products and HP-supplied internal components, plus attached
accessories purchased with the main product.
Service highlights
• Remote problem diagnosis and support — Local telephone

and electronic support using HP remote support tools isolate
your problem and help streamline resolution.
• Next business day onsite response — For issues that cannot
be resolved remotely, an HP-authorized representative arrives at
your site the next business day after your call has been logged
and for which you have a contracted service window*. Your
covered hardware is returned to operational condition, with
components or entire units replaced as necessary. Your
coverage includes all required parts and materials.
• Parts and materials — HP provides HP-supported parts and
materials needed to maintain your covered hardware in
operating condition, including parts and materials for
recommended engineering improvements.
• Coverage window — Service is available 8:00 am - 5:00 pm
local time Monday through Friday (excluding HP holidays), or
during standard business days and hours in the country where
service is requested**.
*Response times are contingent on distances from HP support

offices and subject to local availability.
*Coverage windows are subject to local availability.
• Next Day Exchange Hardware Support
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A convenient, cost-effective alternative to onsite hardware
repair
Replace failed hardware units quickly and conveniently with HP

Services' reliable next-day exchange service. This easy-to-use HP
Care Pack extended warranty service gives you a cost-efficient
alternative to onsite repair for HP products.
A permanent replacement unit is shipped overnight via premium

airfreight to your location. Shipping charges - for both the returned
and replacement products - are prepaid by HP. Replacement units
are new or refurbished to like-new condition.
Next Day Exchange is particularly suitable for products that do not

carry critical data or in instances when your data can readily be
restored from back-up devices.
Choose Next Day Exchange Hardware Support when you need to:
• Replace defective hardware the day after it goes down

• Take advantage of convenient door-to-door pick-up and
delivery
• Rapidly access over-the-phone problem diagnosis and
technical support
• Find a cost-saving alternative to onsite hardware support
Service Highlights
• Remote problem diagnosis and support - HP Services

works with you to isolate hardware problems and help with
Product installation, configuration, setup, and problem

resolution.
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• Next-day exchange - If the problem cannot be resolved
remotely, we replace your failed product with a new or
equivalent-to-new product free of major cosmetic defects. Next-
day delivery of replacement products is available for calls
received before 2:00 pm local time. Your permanent
replacement unit will be delivered by 10:30 am the following
business day in most areas within the continental US. Service
within 1 to 2 days is available in selected areas of Alaska and
Hawaii.
• Standard business hours coverage - Remote telephone
support is available 8:00 am-5:00 pm Monday through Friday,
excluding holidays. Extended telephone support may be
available for selected products.
• Hardware Return Service
A value-priced repair or replacement solution
This easy-to-use HP Care Pack solution offers quality return-to-HP

service with remote telephone support and offsite repair at an HP-
designated repair center. One low price covers equipment repair or
replacement, all parts, labor, and return shipment to you. A choice
of service levels gives you flexible shipment options.
Choose Hardware Return Service when you need:
• A cost-saving, reliable support solution for products in non-

critical business and home environments
• Over-the-phone problem diagnosis and technical support

• Expert offsite support for HP products
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Service highlights

professionals work with you to isolate hardware problems and
help with product installation, configuration, setup, and problem
resolution.
• Repair center services - For issues that cannot be resolved
remotely, an HP-authorized representative at an HP-designated
repair center provides technical support on the failed hardware
product, repairing or replacing components or the entire unit as
materials.
• Service-level options - HP offers two alternatives for
delivering your failed unit to the HP designated repair center:
- you deliver or ship the failed equipment yourself
- an HP-authorized courier picks up your failed equipment at
your site and delivers it to the HP-designated repair facility;
calls must be received before 12:00 pm local time for same-day
pick-up
• Return shipment - An HP-authorized courier returns the
repaired or replaced equipment to your location. Return
shipment is by first-class ground transportation and usually
takes 3-7 days. You may request accelerated delivery for the
actual additional cost of the shipment.
• Standard business hours coverage - Service is available
8:00 am - 5:00 pm Monday through Friday, excluding holidays.
• Pick-Up & Return Service
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High-quality door-to-door service
This value-priced HP Care Pack offering provides high-quality

door-to-door hardware service. It includes telephone support; pick-
up of your failed HP branded hardware unit; repair or replacement
at an HP-designated repair center; and return of the operational
unit to you.
In addition, the service's Accidental Damage Protection helps you

avoid repair or replacement costs due to mishaps that occur during
normal operation of your mobile and desktop devices.
Choose Pick-Up and Return Service when you need to:
• Quickly access remote problem diagnosis and technical

support
• Improve uptime and productivity with prompt repair services
• Enhance your standard warranty with Accidental Damage
Protection coverage
• Obtain consistent, expert hardware support backed by HP
Service highlights

professionals work with you to isolate hardware problems and
help with product installation, configuration, setup, and problem
resolution.
• Repair center services - For issues that cannot be resolved
remotely, an HP-authorized representative at an HP-designated
repair center provides technical support on the failed hardware
product, repairing or replacing components or the entire unit as

materials.
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• Pick-up by HP - An HP-authorized courier picks up your
failed equipment at your site and delivers it to the HP-
designated repair facility.
• Return shipment - An HP-authorized courier returns the
repaired or replaced equipment to your location. Return
shipment is by first-class ground transportation and usually
takes between 3 and 7 days. You may request accelerated
delivery for the actual additional cost of the shipment.
• Standard business hours coverage - Service is available 8:00
am - 5:00 pm Monday through Friday, excluding holidays.
• Accidental Damage Protection - Examples of accidental
damage against which you are protected include: liquid spills,
drops, falls, collisions, electrical surges, damaged or broken
LCD, or any accidental breakage. Your unit may have to be
repaired or replaced at an HP- designated location, as not all
replacement parts may be available locally.
• Maintenance Kit Replacement
The best preventive medicine for your HP printer
When it's time to replace the maintenance kit on your laser printer,
you want the peace of mind that comes from knowing the job will
be done right. Call on HP Services to make the change quickly and
professionally.
An HP-trained technician replaces the kit, cleans your printer, and

provides you with a checklist of performed actions. You are
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quickly back up-and-running with the print quality you've come to
expect from HP.
Choose HP Maintenance Kit Replacement Service when you need:
• Properly performed kit replacement that maintains high print

quality and lengthens the life of your printer
• No-hassle professional replacement and cleaning, scheduled
at your convenience
• Security that an HP-trained technician will do the job right
• One fixed fee - helping you avoid unexpected expenses
Service highlights
• Per-incident service scheduled at your convenience

• Next-day onsite response
• Replacement of maintenance kit and cleaning of printer
• Checklist of performed tasks
• One-Time Replacement Service

Guard against business disruptions caused by printer failures.
Protect your increasingly critical printing devices with this

innovative HP Care Pack safety-net service. A cost-saving
alternative to “unlimited” support programs, it provides for a one-
time complete replacement of any covered printer, as well as
expert HP telephone support.
This no-hassle service package is quick and easy to use. You enjoy
direct access to responsive over-the-phone support during the two-
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year service term or until you exercise the replacement option. If a
problem occurs, HP support specialists attempt to resolve it
remotely. If this effort is not successful, HP arranges to have your
defective printer exchanged for a permanent replacement.
Replacement products are new or equivalent to new, and free of
major cosmetic defects.
Coverage is available for selected HP LaserJet printers. It expires

after two years, or after your one-time replacement option is
exercised.
Choose HP One-Time Replacement Care Pack Service to:
• Protect your business in the event of a printer failure

• Rapidly access HP Services over-the-phone problem
diagnosis and technical support
• Enjoy the convenience of door-to-door product delivery and
prepaid return shipping
Service highlights
• Telephone technical support - Assistance is available during

standard business hours.
• Prompt printer replacement - If your problem cannot be
resolved remotely, HP ships a replacement unit to your location
via premium airfreight carrier free of charge.
• Prepaid return shipping - Just pack the defective printer in the
shipping box and send it back to HP.
2. Software Support
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• 24x7 Software Technical Support
All day, every day problem resolution - plus cost-saving
software updates
HP 24x7 Software Technical Support provides comprehensive

round-the-clock services and cost-saving updates to help you
enhance the performance and availability of software from HP and
other leading vendors.
This convenient HP Care Pack service gives your IT team direct

access to HP IT Response Centers. Experienced Response Center
engineers provide trustworthy advice on issues such as software
features and use, problem diagnosis and resolution, and software
defect identification. Any member of your IT staff can
electronically access essential product and support information.
In addition, 24x7 Software Technical Support brings you software

updates at substantial subscription savings. This includes new
versions of HP and selected third-party software products, patches,
and documentation, as well as licensing to use and copy these
versions.
Choose 24x7 Software Technical Support when you need to:
Improve the productivity of system managers and operators
Improve system performance and reduce downtime due to

software defects
Expedite problem resolution through expert-level technical

resources available whenever you need them
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Enjoy consistent service coverage across geographically dispersed
sites
Update HP and selected third-party software at a predictable cost
Take advantage of subscription savings on software updates
Keep your license compliancy up-to-date
Service highlights
• 24x7x365 access to technical resources - Connect with HP

Response Center engineers via telephone, electronic
communication, or FAX for assistance in resolving software
implementation or operations problems. Service is available
around the clock every day, including all holidays.
• Problem analysis and resolution - HP Services provides
corrective support to resolve identifiable and reproducible
software product problems, and to help you identify problems
that are difficult to reproduce. You can also receive assistance
in trouble-shooting problems and setting configuration
parameters.
• Software features and operational support - HP provides
information on the latest product features and known problems
and solutions, plus operational advice and assistance.
• Installation advisory - Advisory support is available for
help with installation and updating of standalone applications or
products installed in a network environment.
• Software updates and licensing - Complete HP and selected

third-party software product and documentation updates are
available to your system manager. You receive a license to use
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and copy software product updates for all systems covered by
the original software license.
• Electronic software information - Access HP's electronic
support facility for software patches, a symptom-solution
database, product descriptions, specifications, technical
literature, and more.
• Software Technical Support

Rapid problem resolution - plus cost-saving software updates
HP Software Technical Support provides comprehensive services

and cost-saving updates to help you enhance the performance and
availability of software from HP and other leading vendors.
Available standard business hours on standard business days, this

convenient HP Care Pack service gives your IT team direct access
to HP IT Response Centers. Experienced Response Center
engineers provide trustworthy advice on issues such as software
features and use, problem diagnosis and resolution, and software
defect identification. Any member of your IT staff can
electronically access essential product and support information.
In addition, HP Software Technical Support brings you software

updates at substantial subscription savings. This includes new
versions of HP and selected third-party software products, patches,
and documentation, as well as licensing to use and copy these
versions.
Choose Software Technical Support when you need to:
• Improve the productivity of system managers and operators
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• Improve system performance and reduce downtime due to
software defects
• Expedite problem resolution through expert-level technical
resources
dispersed sites
• Update HP and selected third-party software at a predictable
cost
• Take advantage of subscription savings on software updates
• Keep your license compliancy up-to-date
Service highlights
• Ready access to technical resources - Connect with HP

Response Center engineers via telephone, electronic
communication, or FAX for assistance in resolving software
implementation or operations problems.
• Problem analysis and resolution - HP Services provides
corrective support to resolve identifiable and reproducible
software product problems, and to help you identify problems
that are difficult to reproduce. You can also receive assistance
in trouble-shooting problems and setting configuration
parameters.
• Software features and operational support - HP provides
information on the latest product features and known problems
and solutions, plus operational advice and assistance.
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• Installation advisory - Advisory support is available for
help with installation and updating of standalone applications or
products installed in a network environment.
• 9x5 coverage - Service is available 8:00 am - 5:00 pm,
Monday through Friday, excluding holidays.
and copy software product updates for all systems covered by
the original software license.
• Software Product Updates

Enhance user productivity with the latest software versions.
HP Software Product Updates support brings you new versions of

HP and selected HP-supported third-party software products,
patches, and technical manuals. This convenient HP Care Pack
service also includes licensing to use and copy the new versions.
Updates for third-party and selected HP software products are

automatically forwarded to you. You'll be notified when new
versions of other HP software products become available, allowing
you to choose whether you wish to receive updates. Subscription-
based purchasing gives you substantial savings vs. the cost of
individual software updates.
Choose Software Product Updates when you need to:
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cost
• Have your system managers automatically notified of new
software releases
• Keep your license compliancy up-to-date
Service highlights
• Updates - Complete HP and selected third-party software

product and documentation updates are made available to your
system manager. For certain products, you may have a choice of
delivery media type. Software technical manuals may be
available on media instead of paper.
• Licensing - You receive a license to use and copy software
product updates for all systems covered by your original
software license.
3. Hardware + Software Support

• Support Plus
Single-source hardware and software services - plus cost-

saving software updates and more
HP Support Plus helps you increase the performance and

availability of your IT infrastructure with comprehensive,
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consistent hardware and software services. Working with your IT
team, HP Services engineers deliver onsite hardware support and
over-the-phone software support 13 hours per day, 5 days per
week. Service coverage encompasses HP products and selected
multivendor hardware and software.
In addition, this convenient HP Care Pack packaged service makes

software updates available to you at substantial savings.
Choose Support Plus when you need to:
• Improve uptime with responsive hardware and software

services
• Cost-effectively obtain expert multivendor support
dispersed sites
cost
Service highlights
• Telephone software support - An HP IT Response Center

engineer provides problem-analysis and problem-resolution
support within 2 hours after your call is logged. The Center also
offers help with trouble-shooting problems and setting
configuration parameters, as well as usage assistance for
applications, operating systems, and utilities.
• 4-hour response onsite hardware support - For issues that
cannot be resolved remotely, HP Services delivers onsite
technical support to return your covered hardware products to
operational condition, repairing or replacing components or
entire units as necessary. An HP authorized representative
•
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arrives at your site within 4 hours after your call is logged. Your
• Extended business hours coverage - Onsite and remote

services are available 8:00 am - 9:00 pm, Monday through
Friday, excluding holidays. Calls received outside this service
window will be logged on the next standard business day.
enlist specialized expertise from HP and selected third-party
hardware and software vendors.
and copy the updates to all systems covered by your original
software license. Subscription-based service gives you
substantial savings vs. the cost of individual updates.
• Electronic support - Access HP's electronic support facility
for software patches, a symptom-solution database, product
descriptions, specifications, technical literature, and more.
• Support Plus 24
24x7x365 hardware and software services - plus cost-saving

software updates and more
HP Support Plus 24 helps you increase performance and

availability with comprehensive, consistent hardware and software
services. Working with your IT team, HP Services engineers
deliver onsite hardware support and over-the-phone software
support around-the-clock 365 days per year. Service coverage
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encompasses HP products and selected multivendor hardware and
software.
In addition, this convenient HP Care Pack packaged service makes

software updates available to you at substantial savings.
Choose Support Plus 24 when you need to:
• Improve uptime with responsive hardware and software

services available anytime
• Cost-effectively obtain expert 24x7 multivendor hardware
and software support
dispersed sites
cost
Service highlights
• Telephone software support - An HP Response Center

engineer provides problem-analysis and problem-resolution
support within 2 hours after your call is logged. The Center also
offers help with trouble-shooting problems and setting
configuration parameters, as well as usage assistance for
applications, operating systems, and utilities.
• 4-hour response onsite hardware support - For issues that
cannot be resolved remotely, HP Services delivers onsite
technical support to return your covered hardware products to
operational condition, repairing or replacing components or
entire units as necessary. An HP authorized representative
arrives at your site within 4 hours after your call is logged. Your
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• 24x7x365 coverage - Onsite and remote services are
available around the clock, including all holidays.
enlist specialized expertise from HP and selected third-party
hardware and software vendors.
and copy the updates to all systems covered by your original
software license. Subscription-based service gives you
substantial savings vs. the cost of individual updates.
• Electronic support - Access HP's electronic support facility
for software patches, a symptom-solution database, product
descriptions, specifications, technical literature, and more.
Integrated problem resolution for HP Blade System

environments
A Support plus 24 versions for the Blade System c7000 and Blade
System c3000 enclosures combines 24x7 4-hour response hardware
supports with 24x7 2-hour response support for HP Insight Control
Environment management software and software updates.
4. Mission-Critical & Proactive Support

• Critical Service
Reduce downtime risks with the perfect blend of proactive and

reactive support.
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HP Critical Service brings you the best of both worlds: expert
proactive services to keep your mission-critical multivendor
hardware and software available 24x7 - plus fast reactive support
for seamless resolution whenever unforeseeable problems crop up.
This HP Care Pack service helps you understand and avoid the
causes of downtime, meet your availability-level commitments,
and enjoy the multiple benefits of collaboration with a true IT
support partner.
Proactive services
Your assigned support team of HP-certified experts first conducts

an assessment of where you are today. This is used to design a
strategy to bring your IT commitments in line with your business
goals. Your team meets with you quarterly to discuss progress and
ongoing alignment with your goals. The team also provides you
with custom-tailored change management guidance and advice.
Working closely with your IT staff and management, your team
can identify and manage delivery of technical services for
improvements in areas such as availability, capacity management,
change planning, and security.
Leading-edge remote technologies and tools monitor your

environment's stability, minimize downtime, enhance performance,
and increase the return on your IT investments.
Reactive services
If a critical problem occurs, HP Services helps you address it

quickly via accelerated recovery and restoration processes. You're
immediately connected with experienced support specialists for
prompt troubleshooting and resolution. HP Services commits to
resolve your hardware problems in 6 hours, although most
problems are resolved even faster.
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Choose HP Critical Service when you need to:
• Boost business productivity through increased server,

storage, networking, and applications availability
• Minimize business losses caused by IT downtime
• Reduce risk and improve efficiency by proactively managing
changes across your IT environment
• Resolve complex problems quickly through direct access to
HP Services expertise and hands-on assistance
• Rapidly access single-source support from a team familiar
with your business and technology infrastructure
• Free your IT staff to focus on strategic business issues
Service highlights
• Service-level management
- Assigned HP-certified customer support team
- Remote monitoring of your environment's stability
- Quarterly onsite support planning and activity review
meetings
- Two HP technical services engagements
• Availability management
- Site environmental survey
- Availability checkup to assess your IT environment against
your availability objectives
• Configuration, change, and release management
- Quarterly operating systems patch analysis and management
- Quarterly firmware updates and micro-code recommendations
- Remote monitoring, analysis, and management
• Incident and problem management
- 24x7 coverage
- Dedicated mission-critical phone number for problem
resolution
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- Immediate connection to experts and intervention for critical
hardware and software problems
- Immediate dispatch of an engineer for critical hardware
problems
- Accelerated escalation management
• Proactive 24 Service
Proactively enhance your environment's stability, effectiveness,

and efficiency.
HP Proactive 24 Service is an integrated hardware and software

support solution that combines efficient problem prevention with
responsive technical assistance whenever you need it.
This HP Care Pack extended warranty service not only improves

the effectiveness of technologies across your IT infrastructure. It
establishes a collaborative relationship between you and HP that
strengthens your IT team and gives you rapid access to our
expertise as issues arise.
An assigned HP account manager serves as your primary contact

for proactive services and access to our broad base of technical
resources. Your account manager works closely with your IT staff
to understand your environment and goals, document all the
components of your infrastructure, recommend changes to improve
performance and stability, and monitor ongoing operations through
state-of-the-art remote tools.
When problems occur, your Proactive 24 solution delivers

comprehensive assistance around the clock. It offers a 2-hour
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response time for software issues and a 4-hour onsite response
commitment for hardware issue resolution.
Choose Proactive 24 Service when you need to:
• Enhance operational effectiveness with proactive problem

identification and solutions recommendations
• Partner with technical experts who help coordinate support,
provide hands-on assistance, and share knowledge and know-
how with your staff
• Rapidly access single-source support and expertise spanning
your environment from servers to storage to networking
• Obtain personalized services tailored to your business
environment and objectives
• Take advantage of remote monitoring
• Anticipate necessary change - and execute it correctly the
first time
• Efficiently manage infrastructure resources to meet your
performance objectives
Service highlights
• Service-level management
- Assigned account manager
- Account support plan
- Onsite support planning meetings
- Quarterly activity reviews
- One HP technical service engagement for selected hardware
environments
• Availability management
- Site environmental survey
- System health check assessment for your central server
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• Configuration, change and release management
- Semi-annual operating systems patch analysis and
management
- Semi-annual storage firmware update recommendations
- Remote monitoring for event notification
• Incident and problem management
- 24x7 coverage
- 2-hour callback on software issues
- Phone number for problem resolution
- 4-Hour onsite response for hardware
• HP Proactive Blade Services
Increase the business benefits of your investment in HP Blade

System technology and tools.
Leverage your blade infrastructure to drive better business value.

HP Proactive Blade Services help you:
• Align blade performance, reliability and asset utilization with

your operational objectives
• Simplify operational procedures via HP best practices
• Cost-effectively manage your blade solution with ongoing
advice from HP technical experts
• Augment your staff skills through targeted HP technical or
training services
Service coverage spans HP blade servers; storage, network and

SAN devices; and the management software suite in your blade
enclosure.
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Onsite Blade System expertise
Serving as your primary service contact, an HP-assigned account

support manager works with your staff to understand your goals
and objectives, assess your current operational capabilities and
offer recommendations for improvements.
The support manager uses data gathered during the assessment to

analyze your current utilization of HP management software. So
you gain better insight into, and tighter control over, your Blade
System infrastructure.
HP technical or educational services
HP Proactive Blade Services include a selection of HP technical

support or education offerings. Choose from technical consulting
on topics that are particularly relevant to Blade System
implementations, such as power and cooling, virtualization,
security and ITSM best practices; a variety of installation and
startup services; and diverse HP education courses.
Periodic progress reviews
During periodic meetings with your team, your account support

manager reviews progress and delivers an HP Blade System
technology bulletin with version and usage advice for your HP-
supplied management software, firmware and drivers.
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5. Education Services
• Education
Expert training to help your people stay in step with

technology and business change
In a business environment that changes at Internet speed, the

ability to learn about and adapt to new technologies, as well as the
new processes they support, is critical to your competitive success.
And nobody can train your people to make the most of these fast-
evolving technologies and processes better than the seasoned
experts at HP Services.
Our convenient HP Care Pack Services for education cover all

your training needs from palmtop to Non Stop ,Microsoft to HP-
UX. Training some 200,000 students per year, our 1,500
instructors offer more than 200 classroom courses and 3,000 online
courses in more than 160 countries.
By giving your employees the knowledge and know-how they

need to stay ahead of the curve, we can help you:
• Streamline technology adoption

• Enhance user productivity
• Shorten your time-to-return on technology investments
• Cut costs by keeping uptime high
• Increase staff motivation and retention
Choose from two HP Care Pack Education Services packages.
• HP Care Pack total education - Offering the ultimate in

flexibility, this simple, economical way to purchase training
provides you with credits you can use for any scheduled courses
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offered at HP education centers and online at our IT Resource
Center.
• Technology- and level-specific HP Care Pack Services -

Designed to meet today's most urgent enterprise training needs,
these packaged Education Services are available for HP-UX;
Open View OVO and NNM; Microsoft 2000 and .NET;
ProLiant servers; Linux; storage systems; and more.
Our instructors can assess your people's requirements and leverage

advanced technologies such as the Web-based HP Virtual Room to
provide your organization with the best possible training program.
Uniquely qualified to help your employees know and grow
HP Services offers the broadest and deepest product and technical

training available anywhere. Garnering consistently high praise
from students, our classes feature award-winning quality,
accredited instructors, and proven course materials. Most
important, your employees will be learning from highly trained
professionals with extensive real-world experience in today's key
technologies, industries, and vertical markets.
6. Data Center Project Services

• Deployment Services
Streamline installation and startup. Speed time-to-results.
Deploying new data center equipment and technologies can mean

higher productivity, faster time-to-market and more efficient
operations. But if your IT organization is already working at
57
capacity, change can bring serious resource issues, complex
configuration and integration challenges, business interruptions
and customer-service shortfalls.
Collaborate with HP Services to take time, risk and worry out of

the deployment process — and free your IT people to focus on
what they do best. From preliminary planning and delivery to
installation, configuration, integration, testing, migration and staff
orientation, our highly trained professionals can help ensure a
rapid, trouble-free deployment.
A complete portfolio of proven data center deployment solutions
• HP Factory Express — A wide array of factory-customized,

factory-configured and factory-integrated solutions deployed
ready-to-roll at your data center site.
• Onsite Installation — An HP-certified engineer conducts
basic installation and turn-on of your hardware and software
products.
• Onsite Installation and Startup — In addition to basic
hardware and software installation activities, an HP-certified
engineer manages the installation, advanced configuration and
turn-on of more complex solutions.
• Onsite Implementation — HP provides comprehensive
management of multifaceted deployment initiatives, including
project management of the entire service engagement and
extensive knowledge transfer.
• Custom Deployment — Professional setup and coordination
services for complex multinational, multivendor initiatives
where traditional deployment models do not provide the
flexibility required to meet high-end needs.
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Choose HP Deployment Services when you need to:
• Accelerate your time-to-ROI

• Enjoy high performance right from the start
• Minimize downtime during installation and start-up
• Mitigate risks to critical business processes
• Cost-effectively obtain specialized expertise for complex,
one-time tasks
• Free your IT staff for more strategically central functions
• Data Center Services - Migration Services

Simplify technology transition.
Are you considering a move to a new computing platform, a new

operating system version, a new application? Or are you planning
to transfer data between storage platforms?
Look to HP Migration Services to help streamline your transition,

save time and costs associated with assigning internal staff to
manage these procedures, reduce migration-related risks and
implement key IT upgrades with complete confidence.
End-to-end migration savvy and support
HP offers proven experience and expertise spanning data, server

and application migration, as well as operating system updates.
We deliver end-to-end Migration Services all the way from

migration planning and execution to post-migration activities and
detailed reporting and testing. Equipment supported includes HP-
branded servers, workstations, thin clients, storage devices and
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networking and software products, as well as HP-supported
hardware and software from other vendors.
Rely on HP Migration Services to help you:
• Launch a new business solution

• Move to a new Storage Area Network (SAN) platform
• Redistribute data across existing storage resources
• Transition storage platforms from development to production
• Migrate applications that do not run effectively on your
current platforms
• Test live data in disaster recovery scenarios
7. Data Center Operational Services

• Server Operation Services
Services and skills for enhanced server performance
Addressing the entire range of server platforms, HP Server

Operation Services help you predict, monitor and improve server
performance across your data center. Draw on HP Services
expertise to complement your in-house resources and skill sets in
areas including capacity planning, performance tuning, patch
management and availability.
Performance tuning
An HP Services specialist works with you to determine your needs

through data gathering, analysis and service implementation
planning. The specialist then tunes your server system to optimized
performance levels and verifies that tuning results satisfy your pre-
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determined objectives. A comprehensive report documents service
outcomes and offers recommendations for maintaining your
system at the tuned performance levels.
Choose this service to:
• Increase server performance, availability and stability

• Gain a detailed profile of system performance
• Identify performance bottlenecks and proactive solutions
• Measure your servers’ ability to meet your performance and
business demands
• Get objective performance data for improved capacity
planning
Custom operation services
HP can meet your unique IT and business needs with specially

tailored assessment, capacity planning, software update
management, system resilience, performance tuning — virtually
any type and level of one-time or ongoing server operation service
you may require.
• Storage Operation Services
Make the most of your critical storage technology.
Maximize your day-to-day storage operations efficiency and

contain costs by drawing on as-you-need-it assistance in areas such
as capacity planning, SAN design, solution configuration, data
backup and recovery, and data replication. HP has the experience
and expertise to deliver the precise service types and levels you
require.
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Representative HP Storage Operation Services include:
XP/EVA Performance Analysis
Enhance the return on your storage investments by gaining in-

depth understanding of the performance level your disk array is
delivering. HP Performance Analysis for the Storage Works
XP/EVA Disk Arrays provides automated data collection, detailed
I/O analysis and expert recommendations for throughput
improvement. It offers a quick, convenient way to:
• Optimize XP/EVA performance, stability and availability by

identifying potential bottlenecks and effective solutions for
avoiding them
• Establish a baseline for future performance analysis and
change management
• Make sound proactive decisions on XP/EVA system capacity
planning
• Minimize the need for costly reactive upgrades
Data Sanitization
When you're retiring systems, upgrading storage and servers,
returning leased equipment or redeploying storage devices, it is
critical to protect the company information they contain. But
simply erasing your used disks isn't enough to make your data
permanently inaccessible.
HP Data Sanitization Service provides skilled resources and tools

to help you address this important but often overlooked security
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risk. Using specialized software techniques, a certified HP Services
storage specialist helps ensure that data cannot be reconstructed or
retrieved from hard disk media in HP Storage Works storage
devices.
• Software Operation Services
Helping you drive day-to-day operations success
Managing your operating environments and key business

applications means putting the right resources in the right place at
the right time. That is why it makes sense to fill your skills and
resources gaps with software operation services from HP. We offer
extensive expertise with our own operating and management
software as well as products from Microsoft, Oracle, SAP, BEA
and other industry leaders.
• Cluster Consistency Service — A comprehensive one-time

diagnosis that helps identify potential disruptions to cluster-
based applications.
• Change Alert Service — Ongoing monitoring, tracking and
logging to alert you to configuration changes between clusters
over time.
• Competent Cluster Service — specially designed for

Microsoft Windows Server users looking for a high-availability
SAP solution.
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• HP Open View Operational Service — Make the most of
your IT management solution’s operational environment and
keep your HP Software up-to-date. Experienced HP service
engineers work with your IT team to target and address areas
for improvement.
• Microsoft Operations Service — HP specialists deliver
diverse planning, optimization and design services for both
Microsoft operating environments and business-critical
Microsoft applications.
• Performance Analysis for SAP — State-of-the-art
monitoring tools and methodologies provide a revealing
snapshot of your SAP performance levels, identify sources of
bottlenecks and uncover potential trouble spots.
• Transaction Volume Measurement Service — accurately
gauges your SAP transaction quality and frequency. This
service helps you collect and analyze comprehensive demand
data for an SAP system running on any software and hardware
platform.
8. Data Center Optimization Services

• Infrastructure Optimization Assessments
Make the most of key data center technologies.
Maximizing the return on your infrastructure investments means

working with a service partner experienced in evaluating your
complex data center environment. Rely on HP to help you analyze
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and optimize core technologies and processes that power business
success.
VMware Capacity Planner Assessment
Get a head-start on more efficient use of your infrastructure. HP

VMware Capacity Planner Assessment Service automatically
captures and tracks data over a 30-day span. HP Services
specialists consult with you on the results of the assessment and
offer consolidation and virtualization recommendations.
HP Service guard Audit
Maintain an optimal configuration of your Service guard

environment over time. An HP Services consultant evaluates the
operation of your Service guard implementation, and then proposes
strategies for resolving issues identified by the audit and
appropriate next steps.
System Health check
Identify system-related security, performance, and configuration

and availability issues before they affect your critical operations. A
software tool collects and analyzes system-specific data including
operational procedures, configuration details and performance
characteristics. A report documents results and recommendations.
Four service levels are available.
SAN Assessment
Get customized technical and operational guidance for optimizing

your SAN infrastructure. An HP proprietary toolset analyzes the
configuration of your storage devices and SAN topology. Findings
are compared with HP best practices and industry standards. A
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comprehensive report summarizes recommendations for improving
SAN availability and management.
Cluster Consistency Monitoring
An HP Services engineer installs and configures HP's CCmon tool

for spotting and diagnosing potential disruptions to SAP and other
cluster-based mission-critical applications. CCmon continuously
checks for configuration differences, automatically triggering
alarms when changes occur and generating reports that warn you
of potential failures.
• IT Security & Risk Assessments
Identify data center security vulnerabilities.
HP provides expert services to evaluate your security strategy,

identify the strengths and weaknesses of your current security
posture, gauge the risks to your IT infrastructure and business data
and show you how to address potentially damaging vulnerabilities.
Security Quick Assessment
Gain an awareness of security risks across your environment and

get expert recommendations for remedying them. HP security
consultants direct key members of your staff through a facilitated
security self-assessment. The consultants then analyze your
responses and report back to you on any weaknesses in your
security management systems, plus suggested avenues for
improvement.
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Custom Security Assessment
Get an in-depth picture of your unique security risks. Coverage can

include the status of your security management policies and
procedures; the security posture of your servers, storage, operating
systems, applications and databases; and the configuration and
management of your physical environment. A final report
highlights threats and vulnerabilities, and offers improvement
recommendations.
System Security Health check
This assessment uses a host-based approach to detect platform

security weaknesses that are not visible to network scanning. Your
system-specific security risks are identified, analyzed and
prioritized. And you receive expert recommendations for
implementing appropriate corrective actions.
Database Security Health check
Obtain vital information for improving data integrity, availability,

and access control and security management. Your database is
scanned for security vulnerabilities — without affecting your
production environment. A summary report provides a
vulnerability analysis and security policy recommendations based
on industry best practices.
Intranet Security Health check
This service delivers a vulnerability assessment of business-critical

systems connected to your intranet — including servers, network
switches and routers. Automated detection and analysis tools
identify security holes. HP Services professionals help you
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understand your risks and identify the steps required to harden
your infrastructure.
• ITSM Assessment Services
Evaluate and improve your service management practices.
Meeting today’s heightened expectations means transforming your

IT organization to a proactive provider of strategic business
services. HP ITSM Assessment Services can smooth your
transition and help you move more quickly and efficiently to
realize your service management and business goals.
See how to enhance IT agility and service quality — while driving

costs down.
Choose from four levels of assessment:
• Quick Assessment — An HP-facilitated workshop helps you

compare your service management processes against your
business goals and industry best practices. Ideal when you want
to understand basic ITSM concepts gain a high-level evaluation
of your current service management position and begin creating
actionable improvement plans.
• Intermediate Assessment — A more in-depth review of core
service management processes that identifies major areas of risk
to your delivery of quality business services and develops risk-
mitigation recommendations.
• Comprehensive Assessment — A thorough review of issues
such as strategic business-to-IT alignment, operational
68
processes and the adequacy of your systems and software to meet
your service-level objectives. A smart choice if you are seeking to
improve the availability, cost-effectiveness and/or quality of an IT
service; embarking on a formal service management plan; or
preparing for external certification such as BS 15000/ISO 20000 or
HP SP Signature status.
• Custom Assessment — A flexible service that can be tailored

to address your unique issues and concerns. Recommended if
you are looking to implement individual service-
improvement initiatives as part of a corporate service
management program , need in-depth advice and guidance in
specific areas or are striving for the highest levels of service
quality and availability.
ITSM assessment for SAP environments
A dedicated HP-SAP Joint Solution Assessment Service couples

an expert evaluation of your SAP environment with an
Intermediate Assessment of your service management processes
and practices.
• Power & Cooling Assessment services
Strategy, design, transition and

management spanning every data center
domain
69
Today’s data centers face unprecedented challenges. Many are
experiencing a capacity crisis as they reach the limits of older
facilities and legacy infrastructures. Space is tight. Power and
cooling resources are over-burdened.
Meanwhile, your customers are demanding wider access to

information, transactions and services. And your organization is
under growing pressure to evolve from cost center to strategic
business enabler.
HP can help alleviate all of these stress-points as you create a

simpler, smarter, next-generation data center that forms the
foundation for delivering better services and driving better
business outcomes.
Lifecycle-spanning, multi-domain transformation
Unlike vendors who can address only localized data center issues,
HP delivers comprehensive, truly transformative approaches.
Our data center transformation services encompass every major

domain: facilities, infrastructure, applications and
management/operations. And they extend across the lifecycle from
strategy, planning and design through transition, continuous
improvement and education and support.
In addition, we offer the option to purchase transformative

technology infrastructure as a service, with no capital outlays.
Driving competitive advantage with next-generation capabilities
HP's facilities-level services are helping enterprises around the

globe build and optimize highly automated, energy-efficient next-
generation data centers. Delivered by experienced EYP Mission
70
Critical Facilities (EYP MCF) professionals, HP Critical Facilities
Services address diverse strategic planning, design and operations
needs.
OUTSOURCING SERVICES
Outsourcing services from HP can reduce IT complexity while

helping to lower costs, mitigate risk and accelerate business
growth. Leverage HP innovation and global IT expertise to
boost overall competitive success--while you focus on your core
competencies.
Outsourcing Special Report: Find out more about what makes a
good outsourcing partner, discover how the top outsourcing
firms compare and learn from other successful outsourcing
partnerships.
71
4.RESEARCH METHODOLOGY
The section includes the overall research design, the sampling

procedure, the data collection method, the field method, and
analysis and procedure.
Research design:-
For this research project descriptive method is used .
Data collection method:-

The data collect for the research can be classified as primary data
and secondary data.
Primary data:- The data collected for first time is known as

primary data. It is by visiting existing customer and expected
customer of Digitech Services pvt. Ltd. And making them fill up
the questionnaire
Secondary data:- The data which has been already collected
by some source is known as secondary data. Is collected from
internet, books, etc.
72
Research instrument
The instrument use for data collection is structured questionnaire.
Question is open and close ended depending upon the information
that needed to be elicited. I am also using the scaling technique to
assess the attitude of the customer.
Sampling plan:-
Keeping all the constrains in mind a sample size of 150 people
.The sampling procedure is systematic sampling
73
5. MARKETING STRATEGY
HP, the biggest user of Siebel CRM and marketing resource

management (MRM) tools, underwent a massive marketing
transformation in the wake of its merger with Compaq two years
ago. When it began, there were 86 different marketing
departments, each with its own budget and resources and the
company had no idea of the total marketing spend, Winkler said.
So HP set about remaking its marketing

operation under a new approach toward results-
based, data-driven, customer-centric marketing.
"It's led to a focus on the customer we've never

When you get to had before," Winkler said.
the point of
marketing Winkler cited a Gartner study that suggests that
running strategy,
then you're on by 2007, companies that have devoted 50% of
your way to being their time to customer-centric marketing
a customer-driven approaches will receive a 30% greater ROI than
enterprise.
their peers. In part, customer-centric marketing
”Mike Winkler means looking beyond an organization's market
Chief Marketing share and at different market segments a
Officer, Hewlett
Packard” company can own, Winkler said.
HP has customers ranging from 1,000 worldwide

companies to small and medium-sized
businesses to millions of consumers, and the
company's consumer side is driving marketing
and serving as an example to the
74
SMB and enterprise initiatives, Winkler said. With the Siebel
MRM initiative, all segments are speaking the same language
when it comes to campaigns, initiatives and programs, he added.
"There was a view that marketing never gets any respect," Winkler
said. "The reason marketing never gets any respect is that
marketing is not held to the same standards as someone like the
product management group."
To bring respect to marketing, Winkler suggests, companies should

provide ways to measure marketing success and hold the
department accountable to goals. MRM coupled with analytics
have helped HP achieve this goal. Analytics increased the accuracy
of forecasted expenses and measured a program's effectiveness by
showing ROI.
"The other thing MRM does is it makes you friends with the CFO
who used to be your arch enemy," Winkler said. "There's nothing
the CFO likes more than measurement."
Following the merger with Compaq, HP was faced with multiple

platforms, legacy systems and a lack of continuity between
marketing departments. The company went through a 100-day
"Achieve More with Less" initiative to consolidate systems and
redundancy. In one example, HP went from using 106 different ad
agencies to two, Winkler said. Similarly, the company underwent
"Operation One Voice" taking marketing to all customer touch
points of the company, thereby reinforcing the company's brand.
And, as Winkler noted in his address, no matter what survey you
read, brand is invariably in the top three factors that drive loyalty.
In September 2003, HP elected to use Siebel Marketing 7.5.3 and

implementation began in March. IT welcomed the project because
75
it simplified its life with just one system, Winkler said. In fact,
spending on the MRM platform is less than 1% of the $3 billion
spent on marketing, he said. HP is also on track to completely
integrate the CRM and MRM tools by December, which will prove
particularly helpful with Sarbanes-Oxley compliance, he added.
The operation has reduced total spending by more than 10% while
doubling spending on brand building and demand creation,
Winkler said. In the past two years, HP's brand has improved by
21%, according to New York-based Interbrand Corp., a brand
measurement firm. The "One Voice" initiative eliminated 600
vendors and saved the company $100 million.
76
6. COMPETITORS
HP outperforms IBM and Dell, capturing top honors among IT

service providers in Technology Business Research survey.
HP today announced that it earned the No. 1 ranking in customer

satisfaction among vendors of corporate information technology
(IT) service and support, according to the newly released
Technology Business Research Inc.'s Corporate IT Service and
Support survey covering the first quarter of 2004.(1)The results
demonstrate HP's service excellence in providing the highest level
of customer satisfaction in the IT industry.
"Customers ranked HP as among the best in class vendors across

all categories in our Corporate IT Service and Support survey, with
special distinction in the category of phone support where HP
performed much better than its competitors," said Julie Perron,
manager of Primary Research, Technology Business Research Inc.

"HP Services' consistent performance with regards to phone
support is impressive in an area where customers have become
particularly demanding."
The study surveyed 688 mid-size to large companies in North

America finding that HP ranked No. 1 over competitors IBM and
Dell based on the weighted satisfaction index, a measure of the
total customer satisfaction experience with IT services. The study
covers satisfaction with on-site support (break/fix), remote support
77
services (phone and Web support), hardware deployment, software
support and training services.
"The TBR survey results confirm HP's commitment to delivering

the best total customer experience through a combination of
people, processes and technology," said Mike Rigodanzo, senior
vice president, Customer Support, HP Services. "Customers are
recognizing HP's portfolio of customer support services and our
ability to provide a complete customer support experience as key
elements in allowing them to synchronize business and IT to
capitalize on change."
This announcement caps a string of customer satisfaction awards

for HP across its global business. Recent awards include:
• No. 1 in customer satisfaction among vendors - Corporate IT

Buying Behavior & Customer Satisfaction Study: Intel-based
Servers - First Quarter 2004, Technology Business Research
Inc.
• "Ten Best Web Support Sites" - Association of Support
Professionals (ASP), 2004
• No. 1 in customer satisfaction - Enterprise IT Vendors: Cost,
Expectation, and Satisfaction, InterUnity Group and
Computerworld Survey, May 2004
• No. 1 for the third consecutive year in online customer
respect - Customer Respect Group, 2004
• "Technology Supplier of the Year," recognizing excellence in
customer service, product performance and pricing - Wal-
Mart, 2003
78
7. MARKET SHARE POSITION
Hewlett-Packard (HP) has retained its number one position in

terms of market share of total PC (personal computer — both
desktops and notebooks) shipments in the first quarter of calendar
year 2009, according to research firm IDC.
In the January-March of CY2009, HP captured 18.2 per cent of the

India PC market in terms of unit shipments, while HCL Info
systems, with a market share of 9.8 per cent of overall PC
shipments, regained the second spot.
Dell, which jumped to the second position for the first time in the
October-December CY2008 quarter, slipped back to the third spot
in the quarter under consideration.
While Acer’s market share dipped marginally from 7.7 per cent in
the fourth quarter of CY2008 to 7.3 per cent now, Lenovo’s share
showed a more pronounced drop of 1.9 points, according to the
IDC India study.
HP has been the number one vendor in the India PC market

consistently every quarter over the last four years from 2005 to
2008.
“Moving forward, hardware in general and PC shipments in

particular will continue to remain under pressure. Winners would
gain a market share and improve profitability through the right
price/volume mix and optimal exploitation of supply chain
efficiencies,” IDC India’s Country Manager Kapil Dev Singh said.
The report said that, in the short term over the next two quarters,
vendor positions in the India PC market would be largely
79
determined by how well they are able to exploit the opportunities
presented by the consumer, education and government segments.
80
8. ACHIEVEMENT
• HP Software Awards of Excellence 2006 - EMEA - HP -
BTO Software
• HP receives Volkswagen Group Award
• HP and Citrix Win Outstanding Excellence Award
• HP Software customer awards - HP - BTO Software
• HP ranked No. 1 in worldwide distributed system
management software market share - HP - BTO Software
• HP Software Awards of Excellence 2007 – EMEA - HP -
BTO Software
• HP Open View Award of Excellence 2006 – HP – BTO
Software.
• No. 1 in customer satisfaction among vendors - Corporate IT
Buying Behavior & Customer Satisfaction Study: Intel-based
Servers - First Quarter 2004, Technology Business Research
Inc.
• "Ten Best Web Support Sites" - Association of Support
Professionals (ASP), 2004
• No. 1 in customer satisfaction - Enterprise IT Vendors: Cost,
Expectation, and Satisfaction, InterUnity Group and
Computerworld Survey, May 2004
• No. 1 for the third consecutive year in online customer
respect - Customer Respect Group, 2004
• "Technology Supplier of the Year," recognizing excellence in
customer service, product performance and pricing - Wal-
Mart, 2003
81
9. FUTURE PROSPECTS
Hewlett-Packard's (NYSE: HPQ) board approved a $4 billion
share repurchase. This is in addition to the $3 billion repurchase
program approved.
When a company is so aggressive in repurchasing its stock, it is
usually a sign that management has great prospects on the horizon
and wants the company and its senior shareholders to reap the
majority of the benefit. By repurchasing stock, the company may
reduce its cash balance, but it can dramatically increase its
earnings per share. The reason: As the number of shares
outstanding is reduced, net income is spread out over fewer shares.
With very strong third-quarter results, it's not surprising that HP is

in a position to reduce its shares outstanding even further. HP
management said it would repatriate $14.5 billion in foreign
earnings. Those earnings do reduce net income through taxation,
but they have put HP in a position of strength with regard to cash
flow.
S to face rigid competition
from Dell (NASDAQ: DELL) and IBM (NYSE: IBM), and new
CEO Mark Hurd has had to make tough decisions, including the
trimming of 14,500 jobs in a restructuring effort. While Wall Street
has applauded this decision, it should serve as a reminder that not
too long ago the company was struggling against the competition.
Nevertheless, I hold out hope for HP. In an attempt to stay on the
forefront of new technologies, it announced a plan to invest $150
million in radio frequency identification technology (RFID). In
developing RFID chips with Hitachi (NYSE: HIT), HP plans to
remain competitive against Sun
Microsystems (NASDAQ: SUNW) and Symbol
Technologies (NYSE: SBL), the current leaders in this emerging
technology.
82
Now $150 million is just a tiny chunk of HP's $80 billion operating
budget. If RFID technology grows at the dynamic rate that many
analysts are predicting, then HP's small investment will be returned
in spades. HP already provides RFID chips for the printers and
computers it supplies to Wal-Mart (NYSE: WMT) and other
retailers.
While RFID is but one example of HP's future prospects, I believe
that the share buyback, when viewed alongside Mark Hurd's
aggressive leadership, shows that HP is going to be a serious
contender in the years to come.
83
10. ANALYSIS & INTEPRETATION
1. Are you using printer?
Yes No
Using Printer
100%
85%
80%
60%
40%
20% 15%
0%
Yes No
Interpretation: Out of total 100 respondents 85% says they are
using printer while rest 15%are not using printer.
2. Which company printer you are using?
HP Canon
Epson Umax
Other
84
Printer Sales Comparison
HP
Canon
Epson
Umax
Others
The above mentioned graph represents the various brands of

printer that emerged out of the survey.
1. Of the total 150 respondents,130 Show their believe in hp.
2. Responses were very low for the lower range. Most of the
other reason accounted for gifts as a reason.
3. For the three players as Cannon, Epson, Umax the main reasons
were again the
Poor quality, high ink consumption.
4. out of 100 respondents, 90 say that brand name matters
5. out of 95 respondents , 85 are satisfied.
6. 90 say price matters 35 say quality matters 25 says brand
name matters.
85
7. 30 say that after sale services is good, 22 says no.
Results/Analysis:
The basic need for buying a Printer is primarily Saving Time and
printing quality. This need should be addressed in any
correspondence with the customer in the company’s promotional
activities. The later part of the report also checks the believability
aspect of each correspondence with the customer and this
prediction is further concentrated in that part. The HP customers
seem to have gone by the general trend and share the same values.
3.Are you satisfied with hp Printers?
Yes No
80%
70%
70%
60%
50%
40% 30%
30%
20%
10%
0%
Yes No
86
Interpretation: Out of the sample size of 80, 70% respondents
says that they are satisfied with HP while 30% says they are not
satisfied.
4.What according to you helps us take any decision?
Price factor Quality of printing

Per page cost all the factors
Decision Taking
40%
40%
30%
25%
20%
20%
15%
10%
0%
Price Quality of Per page All the
factor printing cost factors
Interpretation: 40% respondents says par page cost helps us

taking the decision,25%says quality of printing helps,20%says
price factor helps while rest 15% says all the above mentioned
factors helps us in taking the decision.
87
5. At present, are you satisfied with hp’s after sales services?
Yes No
Interpretation: In the analysis done 60%respondents says they are

satisfied with the after sale services while rest 40% says they are
not satisfied.
6. Do you think brand equity plays any role?
Yes No
Interpretation: Out of the sample size of 70, 65%says brand

equity plays role while rest 35% says they are not in favor of brand
equity.
7. What according to you hp’s edge over its competitors ?
Price Brand name
Cost / page other factor
88
Competitors
50% 45%
40%
30% 25%
20%
20%
10%
10%
0%
Price Brand Name Cost Other
Perpage Factors
Interpretation: In the analysis done 45% says cost percentage

helps HP to have an edge over its competitors, 25%says its price,
20% says its brand name and rest 10% opt for other factors.
8. Which company according to you is providing all the facilities?
HP Canon
Umax EPSON
Others
89
Facilities
35% 35%
30% 30%
25%
20%
20%
15%
10% 10%
5% 5%
0%
HP Canon Umax EPSON Others
Interpretation: In the analysis we took CANON, UMAX, EPSON
and others with HP to compete with. In this 35%says HP provides
all the facilities,30% vote for Canon,10% vote for Umax,20%vote
for Epson and rest 5% vote for others.
90
11. SUGGESTION AND RECOMMENDATIONS
Marketing Support: - More marketing support is required to create

awareness in the market about the policies of the company
as done by the close competitors. It was observed that
people are really very conscious about the advertisement
run by the company, and it can affect the sales of the
company. While appointing employees this problem was
faced as they questioned about the less marketing support
by the company.
Good Attractive Brochures: -Good attractive Brochures are
required to have a good impact on the customers because
once the care pack is communicated by the employee to the
customer the brochure remains the key representative of
the company. Hence employees require good more
attractive brochures.
Service Satisfaction: - Service satisfaction is very important in the

service industry and HP as a group has a good name in rendering
quality services but due to some loopholes in some branches the
services get affected and hence have wrong impact on customers

mind about the whole group hence service has to be given the
utmost important to create goodwill in the market.
Continuous up gradation: - Employees wants a continuous up

gradation about the offers of the company. They should be
continuously upgraded as HP does and this point should be
highlighted while offering the job.
91
12. CONCLUSION
Today marketing must be understand not in the old sense of
making a sale “telling and selling”-but in the new sense of
satisfying customer needs.
While selling life insurance one does not sell any tangible product
that’s why it becomes very essential to understand customer needs,
which will help to distribute and promote the product effectively
and it will be easy to sell the products.
HP product services are all about selling life of any system, for
which one should be very realistic and practical because it’s a
matter of a system’s life. Selling of care pack is not an easy job it
is all about convincing people, winning their confidence and
assuring them for a safe future of their system.
HP is most respected company. It has won the confidence of
people because of its unique features like good services and
promising future in IT sector. While working on this project I came
to know facts about HP product services, that there is a cutthroat
competition and every company is trying its best to sell the
products. Hence it is required to strengthen the selling chain so as
to compete in the market, as a part of my project I have tried to
strengthen the chain by selling care packs for the company with a
desired profile. I have discussed various issues in the project,
which should be taken care of while selling care packs.
92
13. BIBLIOGRAPHY
WWW.GOOGLE.COM
WWW.HP.COM
Company Brochures
Product Manual
Data from the Company
93
14. ANNEXURE
1. What does HP do?
HP delivers vital technology for business and life. The company's

solutions span IT infrastructure, personal computing and access
devices, global services and imaging and printing for consumers,
enterprises and small and medium business. Our $4 billion annual
R&D investment fuels the invention of products, solutions and new
technologies, so that we can better serve customers and enter new
markets. We invent, engineer and deliver technology solutions that
drive business value, create social value and improve the lives of
our customers. HP has a dynamic, powerful team of 150,000
employees with capabilities in 170 countries doing business in
more than 40 currencies and more than 10 languages. Revenues
were $104.3 billion for the fiscal year that ended October 31, 2007.
2. When was HP established?
HP co-founders Bill Hewlett and Dave Packard established the

company in 1939 after successfully launching their first product,
94
an audio oscillator, from a small garage in Palo Alto. For more
information, see a detailed history of HP.
3. Where can I find information on HP's CEO and other

executives?
Visit our executive team page to learn more about other HP

executives.
4. How I can find out about current HP strategies?
Press releases and executive speeches are both excellent sources of

insight into HP's strategies. Beyond what you can find in such
public documents, most strategy information is restricted
information and cannot be shared with the public.
5. What are HP's subsidiaries?
A comprehensive list of HP subsidiaries can be retrieved at Edgar

Online , a Securities and Exchange Commission online resource
for company documents.
6. Which companies have strategic alliances with HP?
HP press releases are the best way to keep up with company

alliances.
95
7. How can I get a copy of HP's current annual report, proxy
statement, earnings statements or 10K?
There are a few ways to get these documents. You can view them
online in our Investor Relations section. You can also request
online to have recent annual reports.
8. What is HP's market share in printers? What about PCs?
You can find information about the performance of HP's various

businesses by reading the financial overviews and revenue segment
data we publish in our quarterly results section. HP doesn't talk
publicly about product shipments or the profitability of individual
product lines.
9. Where can I learn more about HP's corporate philosophy

and objectives?
For the most detailed explanation of HP's approaches to business,

people and processes, read the book The HP Way: How Bill
Hewlett and I Built Our Company, written by HP co-founder
David Packard. It is available in many libraries and through online
96
booksellers. On the HP web site, read about HP's corporate
objectives .
10. What are HP's goals regarding the environment?
HP is committed to providing customers with inventive, high

quality products and services that are environmentally sound and
to conduct our operations in an environmentally responsible
manner. That commitment continues to be one of our guiding
principles that are deeply ingrained in our values. It is from this
history and these values that HP has become a leader in delivery of
environmentally sustainable solutions for the common good.
11. What are HP's employee benefits?
HP's employee compensation and benefits program puts us among

the leaders in our industry. See Working at HP for more
information. HP’s compensation and benefits program both
encourages and rewards employees by linking compensation to
individual, business organization and company performance.
97
12. How can I get an internship at HP?
You can find information about HP's various internship

opportunities on our web site. A small number of research
internships are available at HP Labs.
13. Does HP offer any kind of certification or technical

training?
HP offers a number of technical courses and training programs

through HP Education Services . In addition, HP Education
Services also offers IT certification programs, designed to provide
rigorous technical training for specific job roles in complex
environments.
14. How can I get a computer or other product donation for

my school or myself?
HP is recognized as a leading giver among U.S.-based

corporations. While we don't donate to individuals, schools do
receive considerable philanthropic support from HP. You can get
98
information about HP's philanthropic activities and instructions on
how to apply for an HP grant in the Philanthropy section of HP's
web site. The Academic Purchasing Program offers discounts on
HP products for teachers, faculty and higher education students. .
15. What scholarship opportunities or financial assistance does

HP offer students?
For the most part, HP does not offer assistance to individuals.

Instead, HP makes substantial philanthropic contributions through
education grants to schools. HP also has partnerships with
universities and school districts in four urban U.S. communities
through our Diversity in Education Initiative . Each year, HP
selects a limited number of HP Scholars from each of these four
communities for scholarships and other aid as they enter their
freshman year of engineering school.
16. Can I set up an interview with an HP executive or

manager?
99
Due to the number of interview requests HP receives from the
press and public, we are unable to grant personal interviews with
students.
17. Where can I send a questionnaire or survey for my

research project?
Due to the volume of requests we receive, we are not able to

answer questionnaires or participate in surveys.
18. Does HP have videos, product brochures, posters or other

promotional items that it can send free of charge to include in
my presentation?
Unfortunately, no. However, you can browse the online HP

Company Store to shop for logo items such as T-shirts, pens,
mugs, posters and so on. While we do have product information on
our web site, product brochures are not available.
19. Is there HP information I cannot have access to?
Unfortunately, yes. HP is restricted by both legal and business

reasons from disclosing a number of types of internal information.
100
Please read our Information Restrictions for details. If the
information you need is not listed in
one of our frequently asked questions. You can send your
question through our online form . Your message is important to
us. We try to answer as many messages as we can, as soon as we
can. However, if you're under a tight deadline, you may not get
your answer as quickly as needed, especially if your request is not
general in nature. Please be aware that we cannot answer questions
about specific products. In addition, we cannot answer questions
that deal with restricted information .
101
15. QUESTIONNAIRE
FOR POTENTIAL CUSTOMERS
Name ( optional ):
Address ( optional ):
Phone No. ( optional ):
1. Are you using printer?
Yes No
2. Which company printer you are using?
HP Canon
Epson Umax
Other
102
3. Are you using original cartridge?
Yes No
4. What according to you helps us take any decision?
Price factor Quality of printing

Per page cost All the factors
2. At present, are you satisfied with hp’s after-sales services ?
Yes No
6. Do you think brand equity plays any role?
Yes No
7. What according to you hp’s edge over its competitors?
Price Brand name
Cost per page Other factor
103
8.Which company according to you is providing all the facilities?
HP Canon
Umax EPSON
Others
9. Suggestions (if any)
104
105

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PROJECT/TRAINING REPORT

A report submitted to Delhi Business School, New Delhi as a part of fulfillment

MARKET STRATEGIES OF HP PRODUCTS & SERVICES

Submitted to: Submitted By:

B-11/58 M.C.I.E., Mathura Road, New Delhi

At the outset, I would like to place on record my gratitude to all

I express my hearty respect and profound thanks to Mr. V.N.

I am deeply indebted to Mr. Harish (Senior Officer, Digitech-e-

I am also thankful to all the employees of Digitech who guided me

I am also grateful to Mr. Prem Kumar (Head of Digitech-e-

This project is a study of market potential of HP invent. The

Conclusion and there by recommendation has been arrived at by

EXECUTIVE SUMMERY OF HP COMPANY

No other company offers as complete a technology product

Follow HP as it View in-depth Follow HP's efforts

» Virtual museum » HP Garage

DESKTOP & LAPTOPS

HP corporate objectives and shared values

It is necessary that people work together in unison toward common

COMPANY SHARED VALUES

• Achievement and contribution

COMPANY CORPORATE OBJECTIVES

• Global citizenship: We fulfill our responsibility to

HP Labs has a long history of technical achievements including

HP Labs began its pioneering work in what is now known as

» HP Labs timeline (1966-2006)

 To grow by continually providing useful and significant

 Leaders demonstrate self-awareness and a

3. DETAILS OF SERVICES AND ITS

CARE PACK SERVICES

CARE PACK DETAILS FOR LAPTOP & PRINTERS

SUPPORT & SERVICES

SEVICES PROVIDE THROUGH

Hardware Support Mission-Critical & Proactive

Keep availability high with responsive committed-repair-time

This cost-effective HP Care Pack Service helps you minimize

When you experience system problems, your call is immediately

Choose 6-Hour Call-to-Repair support when you need to:

• Be confident of efficient hardware repair within a specified

• 4-Hour 24x7 Same Day Hardware Support

Increase equipment availability and productivity with round-the-

• Extend your hardware warranty coverage with prompt,

• Remote problem diagnosis and support - HP Services uses

components or entire units as necessary. Your coverage

Prompt service coverage during standard or extended business

Increase equipment availability and productivity with rapid-

Choose 4-Hour Same Business Day Hardware Support when you

• Extend your hardware warranty coverage with prompt

• Enjoy consistent service coverage across geographically

• Remote problem diagnosis and support - HP Services uses

Better-than-insurance coverage for notebooks and handhelds

HP Accidental Damage Protection helps you avoid out-of-pocket

This easy-to-use HP Care Pack service offers enhanced hardware

Remote problem diagnosis and support — Local telephone and

Parts and materials — Includes all labor and HP-supported parts

Coverage window — Service is available 8:00 am - 5:00 pm local

PLEASE NOTE: Accidental Damage Protection is not a

*Depending on country-specific capabilities and complementary

*Coverage windows are subject to local availability.

• Next Business Day Hardware Support

Increase equipment availability and productivity with high-quality

• Extend your hardware warranty coverage for key systems

• Remote problem diagnosis and support - HP Services uses

necessary. Your coverage includes all required parts and