HP StorageWorks Command View EVA v4.1 Migration Media Kit T3734B 产品宣传页

Table 1. The “right” metrics 

Design and production  
metrics 

 
Sales metrics 

 
Delivery metrics 

 
Support metrics 

•  Annual Intervention Rate 

(AIR) 

•  No Fault Found (NFF/NTF) 
•  Annual Return Rate (ARR) 
•  Factory Total Defects per 

Unit (TDU) 

•  Supplier Defect Rates (PPM) 
•  Ongoing Reliability Test 

Failure Rates (ORT) 

•  Mean Time to Repair 

(MTTR) 

•  Product Availability/ 

Uptime 

•  Peer Inspections/Code 

Reviews 

•  Software Defect Arrival 

Rates 

•  Warranty as % of Revenue 
•  Automation Testing  

•  Customer First Requests 
•  Services Uplift Request 

Rates 

•  Business Escalations 
•  Sales Training 
•  Connectivity Database 
•  Customer Loyalty Index 

(CLI) 

 

•  On-Time Delivery 
•  Installation Surveys 
•  HP Welcome Checklist 
•  C&I Training Completion 
•  Documentation Delivery 
•  Installation Elevations 
•  Customer Loyalty Index 

(CLI) 

 

•  Total Time to Resolve (TTR) 
•  Time To Elevate (TTE) 
•  Time to Solution (TTS) 
•  ISEE/WEBES Deployment 
•  Services Readiness Training
•  Proactive Communication 

Cycle Times 

•  Engineering Elevation 

Backlog 

•  Severity One Elevations 
•  Business Escalations 
•  Customer Found Defects 

(CFI) 

•  HPS Customer Satisfaction 

Surveys 

•  Customer Loyalty Index 

(CLI) 

 
We also focus on selling it right. The HP EVA is a great choice for most midsize organizations and 

enterprises that want reliable, high-availability data storage at a competitive price point. With over 
150,000 virtualized storage arrays shipped during the last decade, our sales engineers know when 

the HP EVA will be the best option to improve efficiency, simplify operations, and lower total cost of 

ownership (TCO) while accommodating explosive data growth, increased data center complexity, 

and the latest application requirements. We track customer engagements with metrics that tell us our 
EVA arrays are solving the right business problems for the right customers.  
After HP storage is sold, a program of delivering it right helps ensure that the EVA or other storage 

product is deployed correctly and that the customer is satisfied, both on the day of delivery and for 

years to come. Metrics, surveys, and checklists help produce a smooth process and repeatable 
success.  
Finally, HP StorageWorks engineers are experts at supporting it right. Because no product that 

operates in as many different environments as the HP EVA can be entirely without issues, our support 

organization is continually delivering patches and product enhancements, helping customers deal 
with changing business needs, and standing ready to step in and solve any customer problems that 

might arise. The closed feedback loop means that customers and support engineers can directly 

influence design, sales, and delivery processes—and that metrics monitor support performance and 

highlight areas with potential for improvement. 
The HP StorageWorks quality assurance model is a closed-loop process that is constantly evolving. It 
reinforces quality across the product lineup. 

“We have had no downtime since installing the HP [EVA5000] SAN. And, 
because we trust the resilience and reliability of the system fully, we've 
placed all of our mission-critical applications on the system.”  

—Ken Savage, UNIX

®

 system administrator, San Diego State University 

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