|
|
|
|
|
|
 |
course
links |
 |
| |
|
Use the links below or those across
the top of the page to view all course content. The main course content
is in the center section of each page. The side bars contain information
that enhances the course content. |
|
|
|
|
|
storage basics one
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
storage basics two
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
When you have completed Storage Basics
One and Two, take the test to complete
the training and get credit for taking the course.
|
|
|
|
|
|
Note: Some of the technical information provided in these cases will
change after the course is released, but this should not interfere
with your achieving the course objectives.
|
|
|
|
|
|
hp acknowledges all trade marks |
|
 |
|
 |
|
|
 |
overview |
 |
|
|
course description
Improving the Total Customer Experience with HP Storage, specifically
with high-end products like the XPs is important to HP's growing storage
business. Compared with other devices that HP supports, these products
require a certain level of care and approach to customers that is
qualitatively different than we've used before.
Presented in the following three modules, this course provides the
background, specific information, and practice opportunities to support
you in adopting this new approach.
 | storage basics one--an introduction to storage basics (web),
for customer engineers, hardware support specialists, account
support engineers, response center engineers
| | storage basics two--customer interactions and service procedures
(web) for customer engineers, hardware support specialists, account
support engineers, response center engineers
| | storage basics three--coaching session (live), for those engineers
for whom storage will be a significant part of their responsibility
| |
|
|
|
|
|
|
|
course objectives
storage basics one--an introduction to storage basics
support engineers will be able to…
| Define storage and data availability from the customer's point
of view..
| | Describe customers' motivation for choosing HP for their storage
solutions.
| | Explain how HP's plan for the storage business impacts their
role as support engineers.
| | Recognize which key customer attitudes they should encourage
and state their role in instilling customer confidence when working
with customers.
| | Provide the rationale for following procedures exactly when
performing upgrades.
|
storage basics two--customer interactions and service procedures
Prerequisite: storage basics one. support engineers will be able to…
| Recognize appropriate and inappropriate customer interactions
related to the maintenance vs. repair approaches to providing
service.
| | Proactively engage HP resources to meet customer needs ® Engage
in the necessary planning and preparation before working on the
equipment.
| | Discriminate between following procedures exactly and taking
shortcuts when performing upgrades.
|
storage basics three--coaching session
Prerequisites: storage basics one and two. support engineers will
be able to…
| Demonstrate the appropriate "maintenance" communication style
to use with enterprise array customers.
| | Defend following upgrade procedures without taking shortcuts.
| |
|
 |
|
 |
|
|
|
|
|
|
quotes |
|
|
|
|
|
"Storage is becoming the absolute center of IT
infrastructure."
Carl Howe, Forrester Research
 |
|
|
|
|
|
|
|
|
glossary |
|
|
|
|
|
SAN: Storage Area Network-a high availability,
high performance, dedicated storage network that connects servers
and storage in a secure, flexible, and scalable architecture
SAM: Storage Area Management-"the centralized management of resources
and data across a storage domain, providing shared services to a group
of servers and their applications" (as defined by the Gartner Group)
Federated storage: physically separate domain(s), types, and vendors
of networked storage devices that operate as one logical resource
Fsam: (pronounced "f-sam") a naturally scalable environment of federated
storage resources. When fully implemented, Fsam will enable organizations
to use any of their storage resources to manage unpredictable capacity
demand and staffing needs while sustaining uninterrupted business
operations. |
|
|
|
|
|
|
