Supported Products
ParkView Managed Services & Professional Services
Problem/Solution
Messaging
Sales Cycle Situations
100
Where do I go to find what's needed to quote a product or service?
SPL on Wired
100
Describe the 3 different tiers of support for ParkView Managed Services and the deliverables (verbs)
- Base / NOCaaS (Monitor, Identify, Triage, Escalate)
- Plus / Remediate (Base+, Fix and Patch)
- Full / Manage (Plus+, Run, Operate, Administer, & Execute)
100
A customer is refreshing a removing their FAS2650 NetApp array from their support contract.
PIVOT - What value is the proposition or service/solutions we can provide. (you must get all 5)
Short-term maintenance
Hardware purchase preowned Curvature or New
Deployment
Data migration
ITAD services
100
Where do source our parts from? Describe our quality control process.
- Same secondary markets as the OEMs
- We test them in our warehouses for 48 hours to ensure reliability before sending them out to our customers, giving us the lowest DOA rate in the industry at .25
100
What do you do if a customer asks for a reference?
- I’d be happy to provide some references, we have over 20k customers who I am sure would be happy to give a good reference. Assuming that the reference call goes well, would you feel comfortable moving forward with PPT? Do you have any other hesitations/concerns about moving over to PPT as your support provider?
Use closing/tie down method. Given the reference call goes well, I want to make sure we are staying ahead of your start date…when are you looking to get this done by? What is the PO / purchasing process? Anything I need to send over to you? W9
200
What Catalyst models include access to all IOS updates?
Cat 2960s - 4500s...9Ks
200
Name 3 professional services and what they are.
•Data center relocation - Moving IT assets from one space to another and standing it up.
•Data migration - Migrating data from one system to another.
•Discovery services - Physical audit or software application to manage the inventory of IT hard & soft assets.
•IMAC (install, move, add, change)
•ITAD (IT asset disposition)
•IT deployments - deploying near equipment (refresh)
•Remote hands - temporary IT personnel help.
•Staff augmentation - long-term IT personnel help
- Wireless transformation - Assessing WAP performance and fixing gaps.
200
You’re talking to a prospect on a discovery call. They have had a lot of M&A activity, what are some services/solutions you can present to them?
ParkView Discovery or Physical Audit to inventory all IT hard a& soft assets.
ITAD to destroy data and buy or dispose of the old equipment responsibly.
IMAC - moves and/or changes.
Data Center Asset Relocation
Data Migration
200
What is included with support for EMC Compellent?
Hardware break/fix, Technical advice and guidance from L3 engineers accessible 24/7/365, access to FE onsite. Parkview hw monitoring, storage management
200
You're on a call with your customer discussing the upcoming renewal which includes TAG and STORM. They ask what the added costs are? How do you respond?
- Start with a story: Tickets were submitted by customers were previously 'out of scope' because PPT didnt have resources to assist with the OS specific to the (oem/model). Or many customers running into SW issues affecting the hardware without a storage admin to assist...
- TAG provides a collaborative approach to review and assist in resolution of hardware break/fix issues surrounding hardware, software, firmware, and network connectivity and compatibility issues. Additionally, it offers support for remote administration assistance, storage performance, and support for licensed features
- If still confused or if prompted for more detail...Show and tell TAG document that lists out the admin tasks they'll receive...highlight a few
300
Name 3 examples of TAG supported OEM platforms. Include both hardware and software examples.
Any supported server, storage, HCI platform or software example will be accepted.
300
What is included with our Base / NOC managed service?
- At a base level, we are providing a NOCaaS. We’ll have 24x7 eyes on glass, identifying actionable events and escalating based on the pre-established runbook.
We manage the ticket through close and provide 3rd party call management communication w/ ISP, OEM, MSP. etc.
300
You are in a competitive sales cycle with another TPM who claims to have same type of "automated support" we do. How will you differentiate yourself? (include your message and sales tactic)
- Proactive support - Predicts a failure or identifies a failure real time.
- Automates ticketing and triage
- We know model #, serial #, and exact location of the failed component. 98% 1st time fix. First time fix guarantee.
- We notify you of the failure. No more entering tickets.
- Deliver within the contracted SLA (local spares)
- Takes the admin work of placing tickets & collecting logs for triage off your plate, puts more time back in your day to focus on business impacting projects. Avoids multiple interactions of triage with our team. 33% improvement w/out meantime to repair.
- MIB file is the show vs tell.
300
What 6 tabs that are covered during a portal demo?
1. How to place tickets
2. How to view ticket history
3. How to view, add/drop assets
4. How to escalate a ticket
5. How-to stand-up PV
6. The analytics tab
300
What do you do if you uncover that there is a competitive quote from another TPM on the table?
- Understand the ticketing process to differentiate between the other TPM.
- Understand what the "lifecycle" plans are for this gear to differentiate add'l value.
- What is most important when making this decision?
- Price aside, what other factors are important when you're looking for a support provider?
- Qualify their support expectations, then leverage our differentiators.
400
Name a model of a Converged or Hyperconverged system that we support today.
VCE - Vblock/VxBlock
Nutanix XC NX-xxxx
VxRail
VxFlex
SimpliVity
400
Walk through the steps in the portal to stand up PVHM.
- PV HUB
- Agent Manager
- Plus sign, set up agent
- Install new agent
- Choose how to install (windows installer, linux installer, etc)
- Choose HW monitoring
- Download OVA file
- Once installed, asset configurator
- Click into each asset individually and enter in required info
- Or bulk config
400
We No Bid a piece of equipment but another TPM says they can do it. What are your next steps with the customer?
- Leverage Pre-Sales on the call.
- Qualify the support requirements (software hardware)
- Educate the customer with full transparency why we can’t support the gear using information you received from Product Mgmt. or Pre-Sales
- Create doubt in the competitor’s ability to support the gear by asking “Now that you know this, how does the competitor plan to support this for you?”
- Share facts in email.
400
You uncovered a network opportunity for Cisco. What is your pitch?
We provide a hybrid support solution that keeps you Cisco complaint providing access to software updates on eligible devices, while saving you 30-40% compared to Cisco SMARTnet. To get started we just need to a list of your Cisco equipment, or a Cisco Ready Report agreement and we will provide you with a complimentary hardware assessment.
400
Your champion needs approval from their boss. How do you drive urgency and qualify next steps? (Roleplay)
- Who else will weighs in on this decision?
- What’s most important to your team?
- When are you meeting with your team?
- Can I join the meeting?
- Does this person take your recommendations?
- What feedback would this person provide if they were on the call now?
- Provide your contact with all the ammo they need to best sell PPT solution.
- Try to get time with the DM... When do they speak with the vendor?
500
In this past month name 1 of the 4 newly supported platforms announced by Product Management
Oracle - Sparc T8
IBM - Virtual Tape Server TS7770
HPE - ProLiant DX Gen 10
Dell - XC Gen 13 & 14 (Nutanix)
500
Name the 2 Park Place managed services that include patch management and the type of patching included in each of those managed services.
PVMS Plus/Remediate = OS patching (minor revision updates, bugs, security/vulnerability)
PVMS Full/Manage = OS patching (minor & major revision updates, bugs, security/vulnerability) & Firmware patching.
500
A customer lost 2 admins (4 previously) and uses SolarWinds to monitor his environment. What questions are you asking to qualify this as a managed services opportunity?
- What were your admins who left responsible for?
- How has this impacted your team?
- What happens once SolarWinds notifies you of an error?
- Who is responsible for remediation the issue?
- How do you handle off hour incidents?
- Its 2am and you get a critical alert on an OS instance, how are you resolving the issue?
- What types of OS are you running (Windows, Unix, Linux, AIX)
- What do you wish SolarWinds did for you that you're not receiving today?
- How do you handle patching today?
500
Explain what the ClearView report is and what we use to measure a devices eligibility for support.
We use OEM milestone dates for
SW (software eligibility, lifetime warranty)
EOSW (End of Software)
EOVS (End of Vulnerability Updates)
LDOS (Last Day of Support)
500
You're on a Discovery call with a prospect. No hardware maintenance opportunity. What can you do?
PIVOT, by asking open-ended questions.
•How are you notified of a problem? Failure? Utilization error?
•Who handles the issue? Your team? An MSP?
•What do they do? What is that process?
•How do you handle after-hour incidents?
•How do you manage your patching… OS & Vulnerability updates for server & network?
- PS What upcoming projects are you working on? Upcoming refresh?