Knowledge. Broker (KBI) The KBI Knowledge. Base Desktop Computer Support in HP Service Manager For HP Sales Internal use only +1. 626. 441. 0702 www. kbi. com info@kbi. com
KBI Knowledge. Base AGENDA · Knowledge. Broker -- Relationship to HP · KBI Knowledge. Bases -- What they are, What they do, Value Proposition · Why You Should Care! · Rules of Engagement · Identifying Sales Opportunities · Questions 2
Knowledge. Broker, Inc. KBI -- ISV FOR HP SERVICE MANAGER · Established 1992. Headquarters in Reno, NV · Member, HP Marketplace Referral Program · HP EMAP Gold Partner · HPLN Partner Content Showcase -- Pilot Partner · Customer base -- Enterprise to small and mid-sized · Average deal size: $60, 000 - $100, 000 3
Some of the companies that use KBI’s Knowledge. Base: 4
KBI Knowledge. Base: Fast Answers for Desktop Support OUT-OF-THE-BOX ANSWERS IN HP SM · Pre-packaged Desktop Support Database · Fully integrated with features and functions HP Service Manager 9 x, 7. 11, HP SM Saa. S, Service Center 6. 2+ - Search, reporting, ticketing - Secure. No outside links or URLs · Supports 190+ desktop apps, OS, Smart Phones, Digital Devices · Just-in time (JIT) answers for Help Desk Analysts · Instantly populates End User self-service portal with essential information. 5
Cut Support Costs by… 60, 000+ STEP-BY-STEP SOLUTIONS IMMEDIATE ROI Better support center results - Improve first call resolution - Cut Support Desk call times - Reduce inbound call volume through end user selfservice - Provide consistent answers shift-to-shift - Resource and training tool · Ongoing source of new desktop support content · 6
KBI Knowledge. Base ADDITIONAL BENEFITS · Support KCS and ITIL compliance. · Saves time, cuts costs and increases the efficiency of technical support. · Achieve rapid time to value through rapid deployment · Secure--Behind the firewall No clicks on links or outside URLs. KBI's total solution is in the system. · Great starting point for Knowledge Management initiatives · Major cost savings - Buy vs. Build · Thousands of examples for building new, effective content 7
The Knowledge. Base Supports MICROSOFT DESKTOP · Microsoft Exchange · Microsoft Off. Shrpnt Srvr 7 · Microsoft Office 2003 · Microsoft Office XP, 2000 · Microsoft Office 97, 95 · Microsoft One. Note · Microsoft Publisher 2007 · Microsoft Publisher 2003 · Microsoft Publisher XP · Microsoft Publisher 2000 · Microsoft Publisher 98 · Microsoft Publisher · Microsoft Active Directory · Microsoft Access 2003 · Microsoft Access XP, 2000 · Microsoft Access 97 · Microsoft Access 95 · Microsoft Access 2. 0 · Microsoft Encarta 2004 · Microsoft Excel 1010 · Microsoft Excel 2007 · Microsoft Excel 2003, XP · Microsoft Excel 2000 · Microsoft Excel 97/97 · Microsoft Excel 5. 0 · Microsoft Info. Path · Microsoft Money 2004 · Microsoft Power. Point 2007 · Microsoft Power. Point 2003 · Microsoft Power. Point XP · Microsoft Power. Point 2000 · Microsoft Power. Point 97 · Microsoft Power. Point 95 · Microsoft Power. Point 4. 0 · Microsoft Project 98 · Microsoft Project · Microsoft Schedule 95 · · · Microsoft Project 98 Microsoft Project Microsoft Schedule 95 Microsoft Win Sharepoint Svc Microsoft Visio 2003 Microsoft Word 2010 Microsoft Word 2007 Microsoft Word 2003, XP Microsoft Word 2000 Microsoft Word 97/95 Microsoft Word 95, 6. 0 Microsoft Works OPERATING SYSTEMS · Windows 7 · Windows Server 2003 · Windows Vista · Windows Media Center · Windows XP Professional · Windows XP Home · Windows 2000 · Windows Millennium · Microsoft Windows NT 4, · Microsoft Windows NT · Microsoft Windows 98 · Microsoft Windows 95 · Windows (3. 1) · MS DOS · Linux · OS/2 PORTABLE · Citrix Online · Web. EX · Net. Meeting · PC Anywhere COREL/WORD PERFECT HARDWARE/VIRUS · Black. Berry Wireless · Corel Borland Paradox Handheld · Corel Word. Perfect Office · Black. Berry Storm · Corel Quattro Pro · i. Phone · Corel Envoy · Laptop Mobility · Corel Presentations · Norton Internt Security Corel Word. Perfect 8. 0 · · Win. Zip 12 · Corel Word. Perfect · TREO 650 · Corel Quattro Pro 9, 8 · PDA · Corel Word. Perfect for · Printers Windows · Scanners · Corel Word. Perfect Macros · Modems · Corel Word. Perfect 9 · CD ROM · Corel Address Book 8 · Hardware Plus · Corel Draw 7 · Tape Backup · Corel Draw · Iomega · Corel Perfect Export 8 · Norton Anti-Virus · Corel Photohouse 8 · Norton Commander · Corel Presentations 8 · Norton Utilities 3 · Corel Central 9 · PCDVD · PCMCIA · Win. Fax INTERNET APPS · Google Documents LOTUS APPS · Google Spreadsheets · Lotus Notes 8. 5 · Google Presentations · Lotus Notes 6 X, 5 x, · Google Calendar · Lotus Notes 4 x, 3 x · Linked. In · Lotus Smart. Suite 97 · Twitter · Lotus Smart. Suite · MS Share. Point Designer · Lotus 1 -2 -3 for Windows · Microsoft Front. Page 2003 · Lotus 1 -2 -3 for DOS · Microsoft Front. Page XP · Lotus cc: Mail · Microsoft Front. Page 2000 · Lotus Ami Pro · Microsoft Front. Page 98 · Lotus Approach · Internet Explorer 8. 0 · Lotus Freelance · Internet Explorer 7, 6, 5, 4 Graphics · Netscape, Netscape 4 · Lotus Organizer · HTML/Website · Word Pro 9. 5 · FTP Windows · Word. Pro · WIFI XP GRAPHICS & DESKTOP PUBLISHING · Adobe Acrobat 9. 0 · Adobe Reader 9. 0 · Acrobat 8. 0 · Acrobat 7 · Acrobat 6, 4 · Adobe Dream. Weaver CS 3 · Adobe Illustrator CS 2 · Adobe Photoshop CS 3 · Adobe Photoshop CS 2 · Photoshop Pro 5, 4 · Adobe Pagemaker · Aldus Page. Maker · Auto. CAD · Digital Photos · Paint Shop Pro 5 · Photo Soap · Photo. Draw 2000 · Photo. Impact 4 · Picture Publisher · Ulead i. Photo Express · Harvard Graphics MAIL AND GROUPWARE · Microsoft Outlook 2010 · Microsoft Outlook 2007 · Microsoft Outlook 2003 · Microsoft Outlook XP · Microsoft Outlook 2000 · Microsoft Outlook 98/97 · Novell Netware 4 · Novell Netware 3 · Novell Group. Wise 8
Support for Office 2007 EXAMPLE -- KNOWLEDGEBASE TOPICS 9
KBI Knowledge. Base KBI INTEGRATION INTO HP SERVICE MANAGER · Content file imports into HP SM through an importer that ships with SM · Integration jointly designed and optimized by HP and KBI · Available resources: - Installation and User Guide - Demo. Base sample content for demos - Sample content for testing on site in customer sand box 10
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End User self-service portal
End User self-service portal
Licensing KBI LICENSING IS ALIGNED WITH HP LICENSING · Licensed on a 1: 1 ratio to the number and type of Knowledge Management licenses currently installed · Licenses are perpetual · Content distributed via FTP download 15
Licensing Costs - MSRP QUANTITY ONE · HD KM Concurrent Seat: $432 · HD KM Named Seat: $300 · End Users: 1 concurrent seat for every 250 end users with access to content · HP Saa. S pricing: Licensed by month though an annual contract DISCOUNTS · Tiered Volume Discounts · EDU and Non-Profit special discounts · 16 Will mirror ‘HP deal’ discounts when needed to stay consistent
Maintenance & New Content Updates UPDATED QUARTERLY- LICENSED ANNUALLY KMAP: Knowledge. Base Maintenance & Annual Update Plan Annual Sub: $100 per seat per year KMAP includes: · Updates to existing titles · Content for new versions of software apps · Content for new products · Help with import issues · Advice on content construction and use – usually a charged service · License migration to the next version of underlying system 17
Content Development OUTSOURCE CONTENT DEVELOPMENT KBI also writes and delivers custom content ready for import into HP Service Manager on a contract or sub-contract basis. EXAMPLES · ‘Quick start’ content for known FAQs · Support Content for proprietary apps or products 18
Why You Should Care! PROTECTS ACCOUNTS · June 1 st – KBI approved as member of the Marketplace Referral Program (MRP) · MRP program enables eligible HP Software and Solutions employee’s to refer KBI (with customer permission) to select EMAP ISV partners. · If the opportunity results in the sale of KBI’s certified product(s) to the end customer within 12 months of the referral, the eligible employee(s) will receive quota credit for 100% of the referral fee that HP receives (25% of KBI net license revenue). · NEED MORE INFO? Kim Straub Kim. straub@hp. com | 770 -649 -0276 19
Rules of Engagement REFERRING A LEAD TO KBI THROUGH MRP · HP Sales identifies and qualifies a potential lead for KBI’s Knowledge. Base · Sales registers the lead with Kim Straub, HP Marketplace Referral Program http: //intranet. hp. com/tsg/softwaremarketplace/Pages/Home. aspx · The lead is sent to KBI for review and acceptance · Once accepted, the contact details for the customer will be sent to KBI so that they can reach out to customer. KBI welcomes having a intro call with the HP sales reps to ensure account alignment and next steps. · KBI will provide marketing materials, live demo, licensing proposal, 20 and follow up
Potential Customers COMPANY PROFILE · Companies of all sizes, across all verticals that provide support for desktop applications. · Help Desks and support groups that provide support for desktop applications and end user computing. · Companies that have or are considering End User self-service functions · Any current or proposed HP Service Manager installation with Knowledge Management · HP Service Manager Saa. S installations 21
Decision Makers FUNCTIONS / TITLES Initiates, researches, evaluates and recommends · Help Desk Manager · Service Desk Manager or supervisor · IT Manager · Customer Service Operations Manager · Support Center Manager Final decision maker · CIO, VP Client Services, IT Director 22
Sweet Spots for Sales TIMING IS EVERYTHING Customers are most likely to add support content when they · Upgrade to a new version of Service Manager · Make a change to their desktop operating system or ‘Office’ software · Open up Self-Service Portal to End Users · First purchase HP Service Manager · Start a Knowledge Management initiative The KBI Knowledge. Base adds immediate value to HP SM · Go back to your embedded base – and then expand the sale 23
Identify the Opportunity KEY WORDS AND PHRASES AS INDICATORS · Knowledge. Bases, pre-packaged content, support packs, canned content · Knowledge Management, KM initiatives · ITIL or KCS – Requires a loaded Knowledge. Base for compliance · Migrating or upgrading to version next of HP Service Manager · Migrating to new desktop software or devices Ex: Windows 7, Smart Phones · End user support, Self Service, Populate End user self service portal 24
Questions from Customers WHAT EVERY CUSTOMER WANTS TO KNOW · What applications does the KBI Knowledge. Base support? 190+ Desktop and Internet applications, Operating systems, smart phones and more. · How does the KBI content integrate with HP Service Manager? The Knowledge. Base imports into and is fully integrated with all of the features and functions of HP SM KM. There are no URLs or links outside the system. · Does the Knowledge. Base require a lot of training to use? No. · How often is the Knowledge. Base updated? Quarterly · What does the content look like in the HP SM? Each KBI solution is in a standard HP template. Solutions are written for both Help Desk Analysts and End User Self Service and cover How to topics, Error messages and Problem Symptoms. 25 · Can we see a content demo or test the content in our sandbox?
What Customers Have to Say · “We’re approaching go live and the KBI content – working great. ” Business Application Support, Multi-faceted Manufacturer · “Without the help of Knowledge. Broker, we never would have been able to resolve the calls at the Service Desk as quickly as we did. ” Knowledge Manager, International Cosmetic Firm · “ I would have no problem recommending your solution. It has been key in helping us extend the 26
What Corporate Sales Execs have to Say · “KBI’s support content helps protect the HP account for less than $100 K. ” · “KBI Knowledge. Bases are the easiest starting place to get fast product ROI. ” · “A great way to expand the HP footprint in support services. ” 27
KBI’s Knowledge. Base Cuts Support Costs IMMEDIATE ROI · Add solid value to Service Manager · Minimize support escalations with answers in the system · Reduce call volume and add tangible value to the End User self service portal · Lower operational costs · Support ITIL and KCS compliance and Knowledge Management initiatives · Provide internal teams examples for writing proprietary content · Plug-in to an ongoing source of valuable new content- year in, 28 year out
Thanks! Knowledge. Broker, Inc. www. kbi. com. Sales@kbi. com Brad Stanley Managing Director 775. 852. 5711 Brad. Stanley@kbi. com Gail Wetmore VP Marketing 626. 441. 0702 Gail. Wetmore@kbi. com 29
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