Your guide to selling hosters Microsoft Dynamics Customer Relationship Management (CRM) on HP ProLiant servers, HP BladeSystem, and HP StorageWorks

products

Introduction
BusinessWeek, a publication not noted for hyperbole and overstatement, flatly reports that, Cloud computing is changing the world. 1 Just as important, the change is creating a very down-to-earth opportunity for you. First, a little background. Cloud computing is a simple, Web-based way for any business to get as-needed technology ranging from extra server capacity to softwareon-demandalso called, Software-as-a-Service (SaaS) and sometimes Software + Services (S+S). For most businesses, the key benefits are economies of time and money; i.e., SaaS delivers needed services without requiring a substantial investment in either time or money. These economies have created a rapidly expanding market for SaaS. To meet that demand, a growing number of service providers are offering an array of SaaS services online. In the process, these hosters are creating a virtual new industryand a rapidly expanding market for you. One reason: customer relationship management is quickly becoming a central part of the SaaS revolutionand a place where VARs like you can be a major player.

Table of contents
Introduction What CRM hosting means to you Selling the next big thing Your target customer: Who are your best prospects? Hosters pain pointsWhat problems can you solve for them? Microsoft Dynamics CRM 4.0 Building on a strong foundation: HP ProLiant servers, HP BladeSystem, and HP StorageWorks solutions Virtualization and the HP Adaptive Infrastructure Customer questions. And your answers. HP reference configurations Why we win HP Services For more information

BusinessWeek CEO Guide to Technology, August 4, 2008.

HP Restricted. For HP, Microsoft, and Channel Partner internal use.

What CRM hosting means to you

Customer relationship management (CRM) allows businesses to maintain customizable control over their entire marketing, sales, and customer service lifecycles. Hostersand potential hosterswho want to offer online CRM services are inevitably looking for the best combination of software and hardware, the best performance and value. For VARs like you this means three things: 1. By offering Microsoft Dynamics CRM 4.0 on a platform of HP ProLiant servers, HP BladeSystem, and HP StorageWorks solutions, you offer the SaaS customer relationship management application that has received the most attention and the best market traction to date. It is a deployment-neutral product that partners can leverage for both on-demand and on-premise deployments. 2. You have an opportunity to expand your customer list by selling services such as CRM to both new and existing customersincluding those who may not be able or willing to make capital investments in new, on-premise hardware or software but do have IT requirements that can be met with hosted solutions. 3. Selling hosted solutions to new customers will, in turn, create incremental demand for other solutions and services, making them repeat customers for you.

Like many Web hosters who need an effective way to help manage their back-end infrastructure more efficiently, Microsoft uses HP technology to help ensure continuous uptime and enable an easily managed, easily scaled, and highly secure environment. Jim DuBois, General Manager, Microsoft IT
Microsoft Dynamics CRM 4.0 is a fully integrated customer relationship management system that gives users the capability to create and maintain a clear view of their customers from first contact through the sale and beyond. In fact, Microsoft Dynamics CRM includes all the tools it takes to enhance a companys sales, marketing, and customer service processes. With its native integration of Microsoft Office Outlook, Microsoft Dynamics CRM delivers a fast, flexible, and affordable solution thats easy to deploy, integrate with other business applications, customize, and use. Equally important is the technology foundation that creates a very reliable, secure, and adaptive infrastructure, enabling this solution to be optimally delivered todayand built upon over time. HP ProLiant servers, BladeSystem, and StorageWorks solutions are highly scalable platforms with exceptional performance, availability, expandability, and energy efficiencyexactly what high-volume, high-performance hosters need. Using the platform of HP ProLiant servers, BladeSystem, and StorageWorks products, hosters can offer Microsoft Dynamics CRM via the Web on a pay-as-you-go basissaving their customers the upfront purchase costs of the software and hardware platform to support it. The HP/Microsoft association gives you the opportunity to help hosters succeed in cloud computing by selling:

Microsoft Dynamics CRM 4.0, Microsoft Windows Server 2008 with Hyper-V, and Microsoft System
Center Essentials Management Suite

HP BladeSystem, HP ProLiant servers, HP StorageWorks storage, services, and financing The HP Insight software portfolio including HP Insight Control and HP Insight Dynamics VSE HP ProCurve Networking solutions
This guide will help you identify and sell to the best prospects among hosters and prospective hosters. It will help you understand more about their problems, their so-called pain points. It will show how the HP/Microsoft collaboration solves those problems by offering solutions built on a legacy of cooperation between the two companies that stretches back more than two decades.

For hosters that have expertise in Microsoft CRM deployment, reference configurations for Microsoft Dynamics CRM 4.0 are included. Because they vastly simplify the design and implementation process, these configurations will make it much easier for you to make the sale. Finally, this guide will focus on the differences that make the HP/Microsoft team the right one for hosters. In particular, it will emphasize the significant advantages of HP ProLiant servers, BladeSystem, and StorageWorks products: high availability, power and cooling economies, space savings, and fast and affordable recovery and maintenance. HP Software Licensing and Management Solutions (SLMS) make licensing much easier for your hoster customers. Send or e-mail this letter to let them know how to take advantage of the HP SLMS program:

Dear Hosting Partner, Were you aware that you could purchase your Microsoft Service Provider Licensing Agreement (SPLA) licenses directly from HP? HP Software Licensing and Management Solutions (SLMS) offers software licensing and software asset management solutions that complement your hosting service. Under this specific HP/Microsoft Hosting program, you are required to complete the SPLA documentation, which will enable you to report all Microsoft license usage. You can do this step easily with HP Software Licensing and Management Solutions (SLMS), your authorized reseller for the SPLA program. Please e-mail us: In the U.S.: HPslmsSPLA-Amer@hp.com In EMEA: HPslmshosting@hp.com HP SLMS offers a global solution with local representation in more than 50 countries. Please contact one of our SLMS specialists to explain the documentation process and activate your organization as a Microsoft Host partner. For more information on SPLA and how HP can offer you the right solutions for your business, please visit www.hp.com/go/slms/spla.

Selling the next big thing

In the history of technology, there have been many innovations dubbed the next big thing. A few really wereand hosting is now one of them. After years of discussion and anticipation, hosting is now a viable, mature industry, one thats changing the technology marketplace forever. For example:

IDC says the software-on-demand market reached $5.71 billion (U.S.) in 2007. 2 They add that worldwide SaaS revenues will reach $15 billion as soon as 2012. IDC also projects a compound annual growth of 24.4% with sales almost evenly distributed among
companies of all sizes. 3

Merrill Lynch estimates that cloud computing will be a $95 billion (U.S.) global market in five years, with
12% of all software sales. 4

2 3 4

IDC, July 2008. IDC, July 2008. BusinessWeek.com, 5 August 2008.

 BusinessWeek says 31% of mid-size companies used SaaS services in 2007, twice as many as in
2004. 5 offers 6

IDC adds that by 2012, 28% of all new business applications will be delivered via SaaS subscription
With all this potential business out there, where do you start?

Your target customer: Who are your best prospects?

Your best prospects for CRM hosting will include both current hosters and organizations ready to make the jump into this new industry. A closer look shows that your best opportunities will be among:

Enterprise outsourcers. Many of these are now looking for the shared hosting services needed by small
and medium-sized businesses (SMBs). Microsoft Dynamics CRM 4.0 is an ideal solution for shared hosting.

Independent software vendors (ISVs) who are already offering hosting servicesespecially the relatively

smaller ones with less than 100 employees. As the hosting business grows, more ISVsboth startups and those that are well establishedare joining in. Many of these ISVs can be found at the Microsoft Partner Finder: https://partner.microsoft.com/40057327 systems VARs have developed and deployed on their own.

VARs responding to their customers requests for hosting servicesparticularly requests for whatever IT Companies that invest in their own growth through advertising and other marketing efforts. Because they
are growing their businesses, they are poised to make additional investments in their infrastructure.

Businesses focused on the SMB/corporate market, especially those with an emphasis on quality and

service level agreements (SLAs). They are not only more likely to invest in their infrastructure in order to provide hosted CRM, but they are also less likely to be price-sensitive. have a vested interest in Microsoft technology, skills, and solutions, these prospects are likely to be responsive to your proposal to move to hosted Microsoft Dynamics CRM. Many hosters already committed to Microsoft can be found at the Service Provider Directory: www.microsoft.com/serviceproviders/solutions/catalog.aspx

Vendors who qualify for Certified or Gold status in the Microsoft Partner Program. Because they

Your own best customers. These customers already think of you as a trusted advisor, someone to turn to

for information on technology. You can show them how to build substantial income and profits by hosting Microsoft Dynamics CRMand research shows that they count on trusted VARs like you to show them how to make the most of new technologies and services like SaaS.

When planning your sales strategy, its also important to remember that many existing hosters are currently offering open source solutions. But they realize two things: 1. There is an increasing demand for Microsoft-based solutions and applications. If they want to meet this demand and seize the new opportunity, they will welcome the new Microsoft-based platforms that you sell. 2. Hosting Microsoft solutions allows them to better monetize the service they deliver. But before you try to make the sale, think about the ways you can make your approach easier.

5 6

BusinessWeek.com, 5 August 2008. Software as a Service, IDC document #213197, July 30, 2008.

Hosters pain pointsWhat problems can you solve for them?

Obviously, this next big thing is very big, indeed. The question is: How do you make the most of the opportunities? That is, how can you sell to existing hostersand perhaps build some of your best customers and prospects into new ones? The first step is to recognize the problems that keep hostersand potential hostersawake at night. For example, nearly all of them worry about:

Selecting the best, most productive, and ultimately most profitable software and hardwarebecause they
cant afford a mistake

Expandability as their business grows Power and cooling costs Space constraints, leading them to look for consolidation solutions Pricewhich leads them to seek special pricing deals Availability and uptime to provide the service levels their customers expect Getting the right management software to keep their operations efficient and productive Timely upgrades and security patches Getting the training they need to make the most of their investment Supportmeaning everything from financing to design, implementation, deployment, troubleshooting,
and maintenance In each case, you can ease their worries by showing them how the HP/Microsoft combination has the right answers. The place to start is by selling the right CRM software. And that means Microsoft Dynamics CRM in a version specifically designed for hosters.

Microsoft Dynamics CRM 4.0

Microsoft Dynamics CRM is one of the most popular tools for helping companies drive consistent and measurable improvements in everyday business processes. For hosters, it offers their customers clear advantages in marketing, sales, and customer service. In marketing, hosted Dynamics CRM helps the ultimate user make more informed marketing investments by giving them a clearer view of their customers. Dynamics CRM will segment customer lists into distinct groups, making it possible to market to them individually or collectively through a workflow-driven model. With Dynamics CRM, marketing people can leverage tools for:

Customer segmentation Campaign planning and execution Data extraction and cleansing Analytics and reporting Marketing/Sales collaboration tools Portals for information sharing

In sales, hosted Dynamics CRM helps users get more leads and close more business. Businesses can access a complete view of customer data online or offline. Tools enable sales people to get real-time access to leads, identify cross-sell and up-sell opportunities, and close more business. To facilitate the sales process, hosted Microsoft Dynamics CRM provides the ultimate user with:

Lead and opportunity management Account and contact management

 Territory management Forecasting and sales analytics Offline and mobile device access Quick access to products, price information, and quote data
In customer service, hosted Dynamics CRM gives a customer service organization the power to anticipate, address, and deliver consistent, efficient customer care. Response to service issues is faster, contributing to long-term business success and profitability. To accomplish all this, hosted Dynamics CRM provides:

Account and contact management Case and interaction management Product and contract management Knowledge-base management Service scheduling Workflow across teams and groups Service reporting and analytics
For the hosters customer, Microsoft Dynamics CRM is an ideal fit. It offers their people a familiar user interface, wizard-based tools, and close integration with Microsoft Office applications. That means they:

Get started quickly. The familiar Microsoft Outlook environment makes it fast and easy for people to start
working with Dynamics CRM. To make things even easier, theres no Alt-Tab between Office Outlook and CRM.

Work with familiar tools. People can create their own dashboards and personal workflows with wizardbased tools using familiar Microsoft Office Word and Microsoft Office Excelwithout needing outside support. delivered the way they want it, both online and offline.

Have role-tailored information access. People have access to only the information the want and need
Hosted CRM also provides the best fit for each customers business with choice and flexibility in how they implement and customize their CRM application. As a result, they can easily:

Automate business processes to unify line-of-business systems with flexible, easy-to-use tools built on the
Microsoft Windows Workflow Foundation (WWF) platform.

Customize the CRM solution using simple point-and-click tools to modify and extend CRM to work the
way their business works while adapting to the needs of each business unit.

Align IT and business goals through a CRM system that meets both IT and business requirements
enabling fast deployments, low-effort iterative changes, and empowered business users. Furthermore, hosted Microsoft Dynamics CRM is built on reliable, industry-standard technology, making it an adaptable and affordable system that fits within the hosters existing technology environment. This will help hosters:

Realize fast return with industry-standard technology built on performance-enhanced architecture that
gives the hoster fewer elements to deploy and maintain.

Protect their investment using flexible technology that does not lock them into a specific deployment

method. Its easy to upgrade, move, and extend to new business groups, new geographies, new lines of business, and new customers. external systems. This will help to reduce operational costs and provide them and their customers with fast access to functionality.

Connect to other technologies they may already be using with built-in integration between internal and

Microsoft.com is one of the most heavily visited sites on the Internet. This puts a tremendous demand on the hardware used. With HP, Microsoft knows that the hardware used in their datacenter will be reliable, easy-to-use and cost-effective. Jim DuBois, General Manager, Microsoft IT

Building on a strong foundation: HP ProLiant servers, HP BladeSystem, and HP StorageWorks solutions

This next-generation platform makes the solutionand HP ProLiant servers, BladeSystem, and StorageWorks productsthe right platform for Microsoft Dynamics CRM. In fact, Microsoft runs its own online business on a platform of HP servers, storage, and services precisely because they address the unique needs of hosters.

HP ProLiant servers give hosters the availability, uptime, and service levels they needalong with the

total flexibility of the HP Adaptive Infrastructure. All this gives them the ability to provide a total hosted solution for their customersthe sort of one-stop shopping end users want and expect.

HP BladeSystem is an infrastructure in a box that saves time, power, and money. With HP Thermal Logic,
BladeSystem uses 30 percent less power and pushes 47 percent less air for the system to cool. 7 With useful features such as hot-plug devices, Onboard Administrator, and Virtual Connect, BladeSystem will let hosters add, replace, move, or recover blades and virtual servers in minutes instead of days.

HP StorageWorks solutions are proven, industry-leading storage products that create a simple, agile

infrastructure when integrated with HP ProLiant servers and BladeSystem. HP StorageWorks products mean hosters can minimize the complexity of their storage environment with increased expandability, agility, and responsiveness to the regulatory environment, building an agile infrastructure to meet service levels, control access, and enable business intelligence.

With their highly expandable memory and I/O, HP ProLiant servers and blades reduce bottlenecks, making them an ideal choice for consolidation and virtualization, cutting both costs and server sprawlvital benefits for hosters. At the same time, these platforms leverage easy-to-use ProLiant tools and options. Software

HP Insight software lets hosters get more from every hour, watt, and dollar that they invest in their

infrastructurephysical and virtual. They can instantly understand whats happening in their infrastructure so that they make more informed decisions. It lets them manage physical and virtual resources together, with greater simplicity, and accomplish more in less time. And finally, in a dynamic hosting environment, hosters can continuously align their infrastructure to the needs of their business so that they deliver better service. HP Insight software unlocks their infrastructures potential with deep insight, precise control, and ongoing optimization.

Other ProLiant and BladeSystem options

Additional Onboard Administrator modules for each HP ProLiant c7000 Blade Enclosure (shipped free
with first enclosure), including: Wizards for simple, fast setup and configuration Browser-based remote access to each ProLiant c7000 Enclosures Onboard Administrator Integrated HP System Insight Display for local administration by rack technicians Highly available and secure access to BladeSystem infrastructure
7

HP BladeSystem TCO tool calculation with 64 HP ProLiant BL460c server blades vs. 64 HP ProLiant DL360 Servers.

 Security roles for server, network, and storage administrators Automated power and cooling of BladeSystem infrastructure Local and remote status reporting of system health, power use, and cooling status monitoring Thermal Logic power and cooling information and control Because hosters often require the efficiency and economy of consolidation, HP builds on our core competencies to deliver a solution that is: Ready for growth

Balanced architecture with exceptional expandability and headroom for consolidation and enterprise
applications

Scalable systems for data-intensive workloads (e.g., media, financial systems, etc.) with balanced
capacity for virtualization and consolidation

Dependable, cost-effective systems for complex and business-critical workloads An infrastructure thats simple to manage and control Flexible services spanning a data centers lifecycle Balanced CPU, memory, and I/O capacity
Ready to run with confidence

Hot-plug and redundant capabilities as well as Advanced ECC memory ensure continuity of service Simplified maintenance and management with System Insight Display, HP Systems Insight Manager
(SIM), and HP Integrated Lights-Out 2 (iLO2)

Common ProLiant options and accessories speed maintenance and upgrades

And you can offer hosters even more than flexibility and confidence with HP Virtualization solutions to save time and money.

Virtualization and the HP Adaptive Infrastructure

Virtualizationthe pooling and sharing of IT resourcescan be critically important to hosters. Server consolidation through virtualization allows them to combine more applications on a single server (compared to physical consolidation alone)reducing hoster expenses for hardware, power, cooling, and floor space by as much as 70%. That adds up to significant advantages in at least three areas:
1. Lower costs: By eliminating the need for additional physical resources, virtualization can reduce a

hosters infrastructure costs significantly. Virtualization can also increase resource utilization to 50% or more 8 , allowing hosters to use existing systems to meet increasing demands as their business grows.
2. Accelerated business growth: Virtualization can cut the time it takes for hosters to deliver new business

servicesoften from weeks or months to mere hours or days. When they need to upgrade or make changes to their own infrastructure, virtualization can cut the time needed from weeks to minutes. Virtualization also allows hosters to shift resources from management and maintenance to far more productive business priorities.
3. Mitigation of risk: To keep their end customers happy and coming back for more, hosters must offer

rock-solid availability. Because virtualization can rapidly re-allocate resources, it can reduce a hosters unplanned downtime. And by performing maintenance on virtual images, it can almost completely eliminate planned downtime. Furthermore, virtualization can enhance the security of the end customers dataan absolutely critical consideration.

Based on the experience of HP customers.

According to IDC, HP ships more virtualized servers than any other vendor. 9 Among the reasons:

HP ProLiant servers are designed for virtualizationfrom memory and networking capabilities to built-in
reliability.

The modularity of the HP BladeSystem matches the concept of virtual machines. Blades pool and share
the resources of an infrastructure, just as virtual machines pool and share the resources of a server. options.

HP StorageWorks products deliver a range of simple, scalable, and affordable storage virtualization HP provides the tools hosters need to manage a dynamic virtual infrastructure with software such as
HP Insight Dynamics VSE. All these virtualization benefits are part of the HP Adaptive Infrastructure which transforms IT, shifting the focus from technology to better business outcomes by breaking down silos to increase utilization, better manage and optimize the infrastructure, and take advantage of automation and virtualization. As a result, hosters can:

Run 10 or more applications on a single serverthus reducing the need for physical resources Increase agility, responsiveness to customers, and service quality Double the CPU utilization of existing servers or more Dramatically reduce power and cooling costs Provision new systems in minutes rather than days Lower the cost of operations and management Add new virtual servers dynamically in response to constantly fluctuating demands from their customers Gain better control of their business services Enhance IT manageability
HP Virtual Connect is an ideal interconnect option for hosters who need to speed operations, lower costs, and reduce response times. HP BladeSystem c-Class server blades combined with Virtual Connect architecture put them in control, enabling them to:

Provision an entire infrastructure at once, adding or replacing servers and the networks they connect to
on the fly

Use one network port to provide four physical connections, allowing precise bandwidth control to the
needs of each application or virtual server

Create and store a servers LAN or SAN connection profile, and then with a few simple clicks, apply it to
any other server, anywhere in the data center without touching a cable or changing settings or touching the network settings networks

Add, move, or replace server blades without multiple experts at each step and without impacting
With the unique ability to fine-tune bandwidth to the needs of each application or virtual server channel, HP Virtual Connect Flex-10 adds the ability to consolidate network equipment up to four-to-one.

HP Insight Dynamics VSE lets you continuously optimize your environment with real-time capacity
planning that automatically identifies the best place in your environment to place new workloads.

Small Form Factor SAS hard drives offer high reliability at lower power. Communications options include:
Multiport and multifunction Ethernet Fiber and InfiniBand adapters

Based on IDC server market share, http://www.idc.com/getdoc.jsp?containerId=prUS21473108

HP ProLiant servers and BladeSystem are designed to fit into a hosters existing data center with support for HP Smart Array controllers, NICs, and storage options. ProLiant servers also support the industrys most popular operating systems, including Microsoft Windows Server 2003, Red Hat Linux, and VMware.

Hoster virtualization from Microsoft

Microsoft Windows Server 2008 provides the most flexible, robust Windows Server operating system to date. Windows Server 2008 Hyper-V is Microsofts new hypervisor-based virtualization product for Windows Server 2008. Many virtualization enhancements come with Windows Server 2008 Hyper-V, such as:

Offers 32-bit and 64-bit support for guests (Windows Server 2008 Hyper-V requires 64-bit) Leverages new hardware-based virtualization technologies Capable of supporting large memory (up to 64 GB) Symmetric multi-processing (SMP) capabilities for virtual machines (up to 24 logical processors) Pass-through disk access for virtual machines New Virtual Service Provider/Virtual Service Client architecture (allowing requests to shared hardware
like disk devices, networking devices, etc.)

Runs on Server Core installation, minimizing footprint and increasing security of host
Microsoft System Center Virtual Machine Manager (VMM) is a comprehensive management solution that enables centralized management of virtual server infrastructure. Among other platforms, it supports Microsoft Windows Server 2008 Hyper-V, Microsoft Hyper-V Server, Microsoft Virtual Server 2005 R2 SP1, and VMware ESX. Microsoft System Center Server Management Suite Enterprise (SMSE) is a licensing suite that includes Enterprise Server management licenses for System Center Operations Manager 2007, and Configuration Manager 2007. It also includes Data Protection Manager 2007, the license for Virtual Machine Manager 2007, and rights to manage an unlimited number of operating system environments on a single server. SMSE provides an easy and economical way for hosters to get a complete server management solution for the enterprise server environments. SMSE delivers up to 30% cost savings over standalone component parts for licensing. HP recommends the use of Insight Dynamics VSE in conjunction with Microsoft System Center in Windows Server virtualized environments. HP Insight Dynamics VSE provides comprehensive server management for HP ProLiant servers and HP BladeSystem. Microsoft System Center Solutions are optimized to assist in planning, deploying, and operating Windows Server environments.

Summary of virtualizations benefits for hosters

Virtualization is particularly important for hosters who often need to maintain massive computing capacity in order to serve their end customers. Virtualization gives hosters flexible disaster recovery, the ability to match supply with demand, and substantially lower costs for hardware, power, cooling, and floor space all leading to a lower total cost of ownership. As we have seen, HP and Microsoft offer complete portfolios of virtualization solutions for hosters. Each is specifically designed for HP ProLiant servers, HP BladeSystem, and HP StorageWorks platforms deployed with Microsoft Dynamics CRM 4.0.

10

Customer questions. And your answers.

How much is this going to cost?
Price always comes up. So be prepared with figuresbut focus on the financial benefits to the hoster. Among them is this fact: Hosting provides a continuing revenue stream with checks coming in every monthand with typical margins of more than 50%. Yet once a hoster acquires and deploys the HP/Microsoft CRM solution, ongoing costs are low. And with HP tools, the time they spend on day-to-day management, maintenance, and supervision is kept to a minimum. Along with other cost-saving and performance factors, the HP/Microsoft CRM solution leads to a remarkably quick ROIwhich in turn leads to remarkably quick profits for the hoster. In fact, an HP-sponsored IDC white paper showed an ROI of over 500% when implementing all HP Insight Control productsand payback periods of well under a year. 10 For more information on Insight Control ROI, see the complete IDC paper at http://h18002.www1.hp.com/products/servers/management/IDC-ICEROIWhitePaperFinal.pdf. And be sure to point out that working with HP Financial Services can offer a great deal of financial flexibility. HP Financial Services options include attractive leasing arrangements, substantial trade-in allowances, and creative ways to spread costs over time. Also important, the Microsoft Service Provider License Agreement (SPLA) is actually a pay as your grow model, allowing hosters to control costs as they build their business.

Is now the right time for me to get into hosting?

This is as close to a ground-floor opportunity as anyone in technology has seen for a long time. Hosting and cloud computing have been talked about for years, but now they have finally taken off. The SaaS market is growing by 40% year-to-year, yet competition is still low and the cost of entry is still reasonable. But that situation is likely to change quickly, with competition heating upespecially for a service as valuable as hosted CRM. Further, todays economic climate makes hosted services very attractive to the hosters end customers because they are likely to provide a lower total cost of ownership.

10

IDC, Gaining Business Value and ROI with HP Insight Control, Feb. 2008.

11

How do I get my staff trained in hosting solutions?

Both HP and Microsoft provide technical training seminars (sometimes through third parties) for organizations new to hosting. These include Microsoft Partner Program (MSPP) Hosting Competency, training partners, established CRM deployment partners, and HP professional services. Sessions usually last two or three days. To help hosters make the transition, more than 22,000 Microsoft-trained professionals, including 3,600 Microsoft Certified Systems Engineers and Certified Solutions Developers are available from HPwith 24x7 Microsoft support service available at hundreds of locations worldwide. Although specific training programs vary from region to region, important information to help new hosters includes Proof of Concept workshops, a two-day Architectural Design workshop, and special technical training on Microsoft Dynamics CRM 4.0including both instructor-led and self-paced programs. More details are available at http://www.microsoft.com/learning. You should also point out that entry into the hosting market is an investment in the futurea chance to reap major long-term rewards with only a small investment in staff training. Being able to answer your customers questions adequately shows your understanding of their problems. Additional support is provided here for you by HP and Microsoft with Reference Configurations that make it easy for you to show hosters a basic configuration to fit their needs.

HP reference configurations
To make it much easier for you to sell ProLiant-based hosting solutions, HP has developed some sample reference configurations that correlate with the hosted Microsoft Dynamics CRM. More information on the technical details of Dynamics CRM can be found at: https://partner.microsoft.com/global/productssolutions/dynamics/microsoftdynamicscrm/crmopportunities

Hosted CRM configurations

The hosted Dynamics CRM solution builds upon the Hosted Messaging and Collaboration (HMC) solution from Microsoft. Much of the infrastructure is made up of Active Directory and Microsoft Exchange Servers. The configuration outlined here represents the incremental CRM front-end and CRM database servers that add the hosted Microsoft CRM functionality to a fully configured HMC solution as outlined in the Your guide to selling Microsoft Hosted Exchange 2007 on HP ProLiant servers, HP BladeSystem, and HP StorageWorks products sales guide, 4AA2-3841ENW.

12

Figure 1 Microsoft middle tier HMC Solution with incremental hosted CRM servers

Using this architecture as a basis, HP has collaborated with Microsoft and drawn upon previous experience testing Microsoft CRM solutions to present the following configurations, applicable to a range of hosters:

HP BladeSystem reference configuration

The HP BladeSystem configuration is based on HP ProLiant c-Class server blades. Each server blade shown below integrates into the HP BladeSystem c7000 Enclosure, which is easily managed using HP Onboard Administrator and HP Virtual Connect. This configuration requires the capacity of half of an HP BladeSystem c7000 Enclosure. Depending on the implementation of the redundancy and failover design with the associated HMC solution, the best practice would be to distribute the CRM roles across multiple enclosures. These can be deployed in multiple data centers/locations if needed to provide additional fault tolerance.

13

Figure 2 below depicts an overview of an HP BladeSystem c7000 Enclosure and the Microsoft Dynamics CRM roles contained within:

Figure 2 HP BladeSystem c7000 Enclosure

HP ProLiant BL680c G5, full-height 4-way server blades are specified for the scale-up roles requiring extra CPU and memory capacity, which is the Microsoft Dynamics CRM Database Server. The front-end servers, requiring only two CPUs, are provisioned with the HP ProLiant BL460c G5 half-height server blades. Table 1 below depicts the details of the CRM-related servers to be added to the HMC HP BladeSystem reference configuration.
Table 1 HP BladeSystem reference configurationincremental servers for hosted Dynamics CRM Server Microsoft Dynamics CRM Front-End Application Server Microsoft Dynamics CRM Database Server Quantity 4 Server role HP model CPU type 2 x Intel Xeon Quad Core 4 x Intel Xeon Quad Core RAM 16 GB Other *Network load balanced

Application HP ProLiant Server BL460c G5 server blade Database Server HP ProLiant BL680c G5 server blade

64 GB

*Clustered

14

HP ProLiant DL server reference configuration

The HP ProLiant DL server configuration is based on the current generation of 2- and 4-way servers offering ultra manageability through HP tools such as Systems Insight Manager (SIM) and Integrated Lights Out (iLO). Figure 3 depicts the ProLiant rack-based configuration:

Figure 3 HP ProLiant DL configuration

HP ProLiant DL580 G5 4-way servers are specified for the more resource-demanding role, which is the Microsoft Dynamics CRM Database Server. The Dynamics CRM Front-End role servers do not require additional local storage, and take advantage of the small footprint provided by the 1U ProLiant DL360 G5 servers. All ProLiant DL servers specified above feature redundant power supplies, fans, etc. to ensure enterprise-level fault tolerance.

15

Table 2, below, highlights the details of the HP ProLiant DL server-based configuration:

Table 2 HP ProLiant DL configuration Server Microsoft Dynamics CRM Front-End Application Server Microsoft Dynamics CRM Database Server Quantity 4 Server role HP model CPU type 2 x Intel Xeon Quad Core 4 x Intel Xeon Quad Core RAM 16 GB Other *Network load balanced

Application HP ProLiant Server DL360 G5 server Database Server HP ProLiant DL580 G5 server

64 GB

*Clustered

Storage options Two storage options are available for the DL server-based configuration, a Direct Attached Storage (DAS) solution and a Storage Area Network (SAN)-based solution. Currently, the HP BladeSystem c7000 Enclosure does not support DAS storage; the only option is to use a SAN-based configuration. The overall storage design and capacity parameters will be driven primarily by the base HMC requirements. The same solution can be leveraged for the incremental storage required by hosted CRM roles by increasing the number of disks according to the hosted CRM requirements. For a leveraged SAN design, three separate disk groups should be used within the HP StorageWorks Enterprise Virtual Array (EVA), dedicated to the CRM database files, database logs, and Tmp DB. The number of disks for the SQL database volumes is driven primarily by performance requirements versus capacity. All disks are shown to be 146 GB SAS disks. Depending on the implementation of the HMC solution, larger or smaller disks could be used. Table 3 shows the number of disk spindles and RAID level that should be allocated to the CRM server roles:
Table 3 Hosted CRM Server storage requirements by server role Server Dynamics CRM Front-End Server Dynamics CRM Database Server Storage volume Operating system Operating system CRM data files CRM log files Tmp DB database & log files # of disks 2 2 48 8 4 RAID level RAID 1 RAID 1 RAID 5* RAID 10 RAID 10 Disk location Internal Internal DAS or Fibre Channel SAN DAS or Fibre Channel SAN DAS or Fibre Channel SAN

* Higher performance can be achieved using RAID 10; however, more disk spindles will be required.

Configuration summary
The configurations detailed here represent HPs recommendations to support Microsoft Dynamics CRM 4.0. HP has provided these recommendations based on collaboration with Microsoft and previous testing with the server specifications shown here.

16

HP Insight software portfolio

Figure 4 The HP Insight software portfolio

When you sell HP ProLiant servers and ProLiant BladeSystem, you also have an opportunity to sell the HP Insight Software portfolio which includes HP Systems Insight Manager for core management services, the HP Insight Control Environment software for essential lifecycle management, and HP Insight Dynamics VSE for advanced management of physical and virtual environments. Core management services HPs portfolio of Insight Software allows customers to continuously control and optimize their HP platformsincluding ProLiant, Integrity, and BladeSystem. It even extends to storage. The foundation is HP Systems Insight Manager (SIM), the worlds most popular platform management tool. HP SIM gives a clear view of all the hosters infrastructure resources, delivered as core management services for discovery, monitoring, and control. In addition to managing HP servers, SIM can manage storage, client, network, and printer resources. HP SIM includes Service Essentials that provide integrated warranty tracking and online remote support. HP SIM ships with all HP ProLiant and Integrity servers. Essential lifecycle management Insight Control is a set of software tools designed to make managing your HP ProLiant and BladeSystem environments simple. The result is significant savingsin both time and money. IDC found that companies running the full Insight Control Environment suite realized savings of $48,380 over 3 years (Source: IDC, Gaining Business Value and ROI with HP Insight Control, Feb. 2008). Throughout the server lifecycle, from deployment to integration, HP Insight Control makes server management simpler as well as more efficient and cost-effective.

17

Advanced management of physical and virtual environments HP Insight Dynamics VSE builds on Insight Control by adding powerful capabilities to analyze and optimize hosters virtual and physical servers. HP Insight Dynamics VSE is a new class of integrated management software that addresses the key data center issues of cost, speed, quality, and energy. It can continuously analyze and optimize a hosters adaptive infrastructure to accelerate complex IT projects, simplify daily operations, and proactively manage data center capacity. Insight Dynamics VSE builds on the value of HP SIM, Insight Control, and Virtual Server Environment to:

Plan capacity and power continuously Balance across physical and virtual resources Ensure cost-effective availability Provision infrastructure consistently
In action, HP Insight Dynamics VSE can lower the cost of key data center tasks by as much as 40% while it gives fast, tangible results in the following areas:

Capacity planning: HP Insight Dynamics VSE cuts analysis from months down to days. Provisioning: HP Insight Dynamics VSE cuts time to production from weeks down to hours. Upgrades and changes: HP Insight Dynamics VSE executes changes in minutes, not days. Power use: HP Insight Dynamics VSE makes energy-aware planning easier and faster.
But even all these benefits are only part of HPs advantages for hosters.

Why we win
HP offers a long list of advantages that help you close the sale with hosters. Among the most important: HP is a leader in hosting technology, and the worlds largest provider of Exchange 2007 as a hosted service. We offer a world-class infrastructure designed to meet the unique needs of hosters. HP is the most experienced in hosted Customer Relationship Management, offering Microsoft Dynamics CRM in SaaS form for business since 2007. HP has more than two decades of collaboration with Microsoft, working together to develop solutions in hosting as well as many other areas of technology. Four times, in fact, HP has been named Global Enterprise Partner of the Year for its excellence delivering solutions based on Microsoft technology. In addition, HP offers hosters:

Support for levels 1, 2, and 3 to provide the high availability hosters require More than 22,000 Microsoft-trained professionals, including 3,600 Microsoft Certified Systems
Engineers and Certified Solutions Developers.

24x7 Microsoft support service available at hundreds of locations worldwide The HP Adaptive Infrastructure along with virtualization and consolidation to address the space
constraints and energy issues hosters face

A total, turnkey solution

18

HP Services
HP leverages in-depth hardware and software know-how to help you craft your infrastructure strategy and design, transition your state-of-the-art solution into operation, and continually improve on service levels to the business.

Deployment services for HP servers and Microsoft software

Collaborate with HP Services and HP Authorized Service Partners to take time, risk, and worry out of the deployment processand free your staff 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 ExpressA wide array of factory-customized, factory-configured, and factory-integrated solutions deployed ready-to-roll at your data center site. Onsite Installation and StartupIn 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 ImplementationHP provides comprehensive management of customized multifaceted deployment initiatives, including project management of the entire service engagement and extensive knowledge transfer.

Support
24x7 hardware and software support Increase solution availability and productivity with round-the-clock onsite and remote support for your HP hardware and software, as well as selected multivendor equipment. Our support services cover desktops, workstations, servers, storage systems, and network equipment. Mission critical and service management assistance HP Mission Critical Services help minimize downtime risks, improve operational efficiency, and enhance your ability to drive innovation and respond rapidly to change. Operational Service Management Services help continually improve on services delivered to the business. Education and training Our education course offerings transfer vital know-how to your staffhelping cut time-to-results and keep performance and availability high.

For more information

To learn more about HP and Microsoft Hosted CRM solutions, visit: www.microsoft.com/serviceproviders/ HP BladeSystem: www.hp.com/go/bladesystem HP StorageWorks solutions: www.hp.com/go/storageworks HP ProLiant servers: www.hp.com/go/proliant HP Insight software: www.hp.com/go/insight

19

General S+S, SaaS info (business): http://www.microsoft.com/serviceproviders/saas/default.mspx General S+S info (technical): http://msdn.microsoft.com/en-us/architecture/aa699384.aspx and http://www.microsoft.com/serviceproviders/saas/technical.mspx Microsofts hosted solutions: http://www.microsoft.com/serviceproviders/solutions/default.mspx

Includes Windows Server hosting guidance:

http://www.microsoft.com/serviceproviders/solutions/windowsserverhostingguidance.mspx

HMC: http://www.microsoft.com/serviceproviders/solutions/hostedmessaging.mspx CRM: http://www.microsoft.com/serviceproviders/solutions/hostedcrm.mspx Dynamics: http://www.microsoft.com/serviceproviders/solutions/hostedbusinessmanagement.mspx

Technical resources

Specifically for developers: http://www.microsoft.com/serviceproviders/developers.mspx

HP Partners can also turn to partners that have a deep expertise in planning and deploying hosted solutions. Main partners are:

Planet Technologies: http://www.go-planet.com/serviceprovider.asp implement.com: http://www.implement.com/

Community resources

Microsoft hosting forums: http://forums.asp.net/default.aspx?ForumGroupId=29 Hosting provisioning community: http://groups.msn.com/Provisioning Blog Erik Bais (Planet Technologies): http://www.bais.name/ Planet Technologies podcasts: http://www.wildvoice.com/PlanetTech/Main
Sales and marketing: http://www.microsoft.com/serviceproviders/hosting/softwareplusservicesmarketing/index.aspx Microsoft Service Provider License Agreement (SPLA): www.hp.com/go/slms/spla

Technology for better business outcomes

2009 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein. Intel and Xeon are trademarks of Intel Corporation in the U.S. and other countries. Microsoft and Windows are U.S. registered trademarks of Microsoft Corporation. 4AA2-4441ENW, February 2009