PassGuide HP2-E24

HP HP2-E24

HP Service Sales Professional

Q&A V3.22

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Question:1
Which area in covered if we sell improvement of timeliness of problem resolutions?

A. manage costs
B. increase IT quality
C. mitigate risk
D. improve agility

Answer: A

Question:2
You are selling a new server and storage infrastructure to a customer. When do you raise
HP Care Pack Services in the sales cycle?

A. Position services after the selling the hardware.

B. Introduce services at an early stage of the sales cycle.
C. Explain services after the initial sale as an attach option.
D. Offer services after the customer has gained experience with the cost of downtime.

Answer: B

Question:3
Which area is covered if we sell HP remote diagnostic tools to offer faster problem resolution
as a customer benefit?

A. manage costs
B. increase IT quality
C. mitigate risk
D. improve agility

Answer: C

Question:4
What is a reasonable sequence of objectives for a successful HP Care Pack Services sales
talk? (The exhibit of question is missing)

A.

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Answer: A

Question:5
Which challenges are potentiallPG customers facing? (Select three.)

A. Mobile and remote work forces create a challenging maintenance problem.

B. They are changing from analog to digital technologies.
C. Fewer documents are printed using high-end multifunction printers.
D. Configurations for printers are becoming uniform.
E. Many organizations have to support multiple printers.
F. Customers want to use a single vendor to support their entire environment.

Answer: A,B,E

Question:6
Which service levels of the HP support portfolio are classified as reactive services? (Select
two.)

A. Support Plus 24 services

B. Proactive 24 services
C. Critical services
D. Education services
E. Software support

Answer: A,E

Question:7

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Which product includes a SAN interconnect guarantee? (Select two.)

A. HP Critical services
B. HP Proactive Essentials
C. HP Proactive 24 service
D. HP Virtualization services
E. HP SAN Assessment service

Answer: A,C

Question:8
Which types of unforeseen accidents does the HP Care Pack Accidental Damage Protection
service cover?

A. fire and theft

B. drops and collisions only
C. electrical surges and broken LCD screen only
D. liquid spills, drops, collision, electrical surges, and damaged or broken LCD

Answer: D

Question:9
Which type of service covers firmware update planning for StorageWorks solutions？

A. any HP storage service

B. on-site services
C. proactive services
D. software support services

Answer: D

Question:10
For which kind of training may account credits for HP Care Pack Total Education and HP Care
Pack Total Education One be redeemed by the customer?

A. self-paced, Web-based training

B. hands-on exercises on real-life equipment via HP Virtual Labs
C. remotely assisted instructional learning (RAIL)
D. instructor-led online and dedicated on-site training
E. all of the above

Answer: E

Question:11

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Which service allows HP to complete hardware unit to meet the service level agreement?

A. 4-Hour Same Day

B. 6-Hour Call-to-Repair
C. Software Support Service
D. None, HP will never replace a complete unit

Answer: B

Question:12
Which statement is true regarding the HP Care Pack activation number?

A. The activation number is always the same as the Purchase Order number, which is the
reference of the distributor.
B. You can choose the activation number for the end customer at the moment you generate
the registration email.
C. The activation number is always the same as the alternate Purchase Order number, which
is the reference of the reseller.
D. The activation number is always the same as the Purchase Order number.

Answer: B

Question:13
Which rule about the coverage of HP Care Pack services for hardware are valid for ProLiant
servers and associated storage devices?

A. The customer should expand the standard warranty of their ProLiant servers and the
associated storage devices by component-specific Care Pack for hardware options.
B. HP Care Pack services for hardware cover any internal HP branded hardware options
qualified for the server.
C. The standard warranty of the server is expanded by server-specific Care Pack services for
the Care Pack validity period; the storage devices remain unaffected.
D. The HP Care Pack services for ProLiant servers and storage include support for storage
hardware and software.

Answer: D

Question:14
Does HP offer installation services?

A. no, only factory express

B. no, only install and startup
C. yes, only to new customers
D. yes, on-site and at the factory using factory express

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Answer: D

Question:15
Which value do HP services provide to the customers in addition to the warranty?

A. increased product reliability

B. free phone access numbers
C. 4-hour call-to-repair commitment
D. advanced or more timely response

Answer: D

Question:16
Which category of Procurve service portfolio is available only for HP direct sales?

A. Care Pack services

B. Project-based services
C. tailored services
D. managed services

Answer: B

Question:17
What prevents a 5-year HP Care Pack from usage as a post-warranty Care Pack？

A. The maximum Care Pack lifetime is three years.

B. Post-warranty service requires individual contracts.
C. The main warranty is three years, consequently a 2-year Care Pack is required.
D. The 5-year HP Care Pack can not be registered after the standard warranty period has
expired.

Answer: D

Question:18
Travel Next Business Day response HP Care Pack service provides mobiles computer users
with a support solution for HP Notebook products. Where can it be claimed?

A. in EMEA
B. in listed countries across all regions
C. in the region where the notebook was purchased
D. in the country where the notebook was purchased

Answer: B

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Question:19
Which HP ProCurve service type packages Care Pack service and contracts?

A. Care Pack services

B. Tailored services
C. Project based services
D. Proactive 24 services

Answer: B

Question:20
Which BladeSystem components and options are covered by the HP Care Pack services for
c7000 enclosure? (Select two.）

A. HP Virtual Connect 8Gb 24-Port Fibre Channel Module for c-Class BladeSystem
B. HP StorageWorks 3GB SAS BL Switch
C. c- Class enclosure devices including pass thru, Ethernet interconnect, and virtual connect
modules
D. HP BLc 4X QDR IB Switch for HP BladeSystem c-Class
E. SAN Switches for HP BladeSystem c-Class

Answer: A,C

Question:21
Why is it more effective to purchase an HP Care Pack support service than to purchase extra
printers in case of failure? (Select two.)

A. New printers imply new settings for the users.

B. HP printers cannot be moved once they are operational.
C. Internal batteries may discharge while on shelf.
D. It reduces uncontrolled internal cost for logistic, installation, follow-up.
E. A printer should be installed only by an HP certified service technician.

Answer: D,E

Question:22
Which type of HP Care Pack can be obtained after the warranty has expired?

A. 6-hour Call-to-Repair
B. Next Business Day on-site
C. 5-year Warranty Extension
D. Post Warranty Care Pack

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Answer: D

Question:23
Which service provides the most complete range of deliverables?

A. 4-hour 24×7
B. Proactive 24
C. 6-hour Call-to-Repair
D. Next Business Day on-site

Answer: B

Question:24
What is one difference between Support Plus and Support Plus 24 HP Care Pack services?

A. 4-hour hardware extended from 13×5 to 24×7

B. hardware and/or software maintenance on the HP product
C. software technical assistance extended from 9×5 to 24×7
D. software updates provided every month instead of every quarter

Answer: A

Question:25
Which feature do HP Care Pack service offers provide?

A. parts-only coverage
B. software maintenance only
C. hardware maintenance only
D. hardware and software maintenance

Answer: D

Question:26
What is the start data of a 3-year standard pack?

A. You can choose the start date of a standard HP Care Pack

B. It is the date the end customer purchased the HP Care Pack
C. It is the date distributor(tier 1 partner) purchased the HP Care Pack
D. It is based on the manufacturing date of the hardware plus the estimated shelf life. However,
the service center always accepts the hardware invoice date of the end customer as the start
date

Answer: B

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Question:27
A customer needs a highly resilient IT environment with infrequent, planned maintenance, and
the ability to survive occasional downtime events in the six-to–eight hour range. Which service
matches this requirement?

A. 6-hour call-to-repair
B. Support Plus 24
C. Proactive 24
D. Critical Service

Answer: C

Question:28
For what period, from date of purchase, are account credits for HP Care Total Education and
HP Care Pack Total Education One valid?

A. 1 month
B. 6 months
C. 12 months
D. 24 months

Answer: C

Question:29
You offer either basic Installation or Installation & Start-up Care Pack services to your
customers. Which operations constitute the distinction between the two offerings? (Select two)

A. confirmation of software revisions and device cabling

B. building the configuration file
C. coordination of network installation and start-up activitises
D. configuration download
E. operation and 9×5 softerware support verification

Answer: A,C

Question:30
Which types of HP Care Pack Services for Education are available? (Select two)

A. value-based Care Pack Services

B. promotional Care Pack Services
C. uptimes-specific Care Pack Services
D. customer-specific Care Pack Services
E. technology-specific Care Pack Services

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Answer: D,E

Question:31
Which HP services is classified as reactive?

A. Data Center Service

B. Mission Critical Partnership
C. Software Support
D. Assesment Service

Answer: C

Question:32
Which customer IT requirements are primarily agility related?(Select two)

A. reduction of operational coest

B. adaption to rapid business changes
C. minimization of business impacts caused by downtime
D. reduction of planned downtime
E. innovation

Answer: B,E

Question:33
Which criteria typical target customers of HP Care Pack Services in the imaging and printing
area? (Select three)

A. View HP as a trusted advisor.

B. Use centrally managed printers across all locations.
C. Want to improve stability and availability.
D. Have full printing control.
E. Use lower-end printers of scanners.
F. Look to reduce output(IT) costs.

Answer: A,C,D

Question:34
Which group typically involves the prospects for HP Care Services for Education?

A. small business companies

B. HP partner’s service personal
C. home consumers and home office customers
D. corporate, enterprise and mid-sized companies

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Answer: D

Question:35
Your customer owns HP ProCurve Network Management software. How long are maintenance
releases available at no additional cost?

A. for a period of 90 days

B. for one year, starting at the date of the purchase
C. until the next version is released
D. for as long as the customer owns the product

Answer: D

Question:36
A potential customer has a multi-vendor SAN environment with HP, Brocade, IBM and EMC
Fibre Channel switches. Which HP services provide a single support contact for the customer?

A. all HP storage services

B. HP Proactive 24 services
C. HP Proactive 24 services and HP critical services
D. HP Support Plus 24 services

Answer: C

Question:37
Which lifetime warranty level is included when selling an HP ProCurve 2910aI-24G Switch?

A. SupportPlus 24
B. Next-Business-Day
C. SupportPlus
D. Onsite-Parts-Exchange

Answer: B

Question:38
HP ProLiant storage servers are considered Jointware, meaning that both hardware and
software are required and operate together. Which service provides the most appropriate
support as it covers both components?

A. Proactive Essentiala
B. 4-hour, 24×7 service
C. Support Plus service
D. next business day service

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Answer: C

Question:39
Which extensive types are provided by HP Care Pack services?(Select two)

A. lifetime extensions
B. service extensions
C. warranty extensions
D. product lifecycle extensions
E. uplift extensions

Answer: B,C

Question:40.
Which support features are included at no additional cost when buying an HP ProCurve switch?
(Select three.)

A. web based support

B. annual health cheak
C. onsite-parts-exchang
D. installation and startup
E. software update notification
F. software updates

Answer: A,E,F

Question:41.
You are selling an HP ProLiant BladServe solution with VMware and an Enterprise Virtual
Array to a customer. Which advantage do HP Care Pack servises provide in this offering?

A. HP Care Packs can be designed one to five yeaas for server, and one to three years for
software in this envioronment.
B. HP Care Packs are available that include the VMware software solution.
C. HP Care Packs could be individually defined for enterprise solutions like Enterprise Virtual
Arrays.
D. HP Care Packs procide the same service level for each product in one solution by aefault.

Answer: B

Question:42.
Which services should be quoted by default with each storge platform that does not include
bundled sercices? (Select two.)

A. 1-year HP Care Pack

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B. 3-year HP Care pack
C. HP Proactive Service
D. HP Installation and Startup Service

Answer: B,D

Question:43.
A customer purchased an on-site HP Care Pack and is experiencing with harfware .What
happens when the customer places a call using the designated support number?

A. HP immediately sends an authorized representative on-site.

B. Technical couriers are sent to pick up the hardware for repair.
C. The customer receives on-site service only after 48 hours of remote troubleshooting.
D. Prior to any on-site assistance, HP may perform remote diagnostics to facilitate problem
resolution.

Answer: D

Question:44.
Responses to the qualifying questions indicate that a customer is a good candidate for a
proactive service. However,the total solution price for this service is too high.
What should you do?

A. Remove the service.

B. Request a larger discount.
C. Have a service sales specialist explain the benefits and value.
D. Choose a lower service level that better suits the customer’s budget.

Answer: C

Question:45.
Which service is the best fit for an SMB customer who wants to purchase an HP LTO-3 tape
drive?

A. standard warranty
B. HP Critical Service
C. 13×5, 4-hour On-site
D. HP Proactive 24 Service

Answer: A

Question:46.
Your hospitality customers require information systems that are easy to deploy and manage.
You offer preconfigured clustered ProLiant servers and SAN-attached redundant dual-

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controller storage arrays combined with HP Support Plus 24 services. What is the primary
objective?

A. to ensure system security

B. to maximize system uptimer
C. to control system operation
D. to optimize system performance

Answer: B

Question:47
Using the HP Care Pack Services Lookup & Ordering Tool,you could not find the right Care
Pack for Data Protector licenses.How can you improve your search?

A. Choose “Find an HP Care Pack by:Product” on HP Care Pack Services Home Page.
B. Check whether you selected the correct language in HP Care Pack Services Lookup &
Ordering Tool.
C. Involve an HP Services Sales.
D. Choose “Flexible” HP Care Pack Serving through SalesBUILDER for Windows.

Answer: A

Question:48
Responses to the qualifying questions indicate that a customer wants to achieve 100% data
availability of the IT environment. What should you?

A. Propose the Proactive 24 Service.

B. Involve the service sales specialist.
C. Propose a full cluster configuration.
D. Explain that hardware redundancy covers the customer＇s availability needs.

Answer: A

Question:49
When would you recommend HP Care Pack Installation and Startup services for HP ProLiant
Servers, to supplement the customer＇s in-house resources or shortfall in new technology
expertise?

A. when the customer has no Green IT and power cost reduction plans
B. when the customer requires 4-Hour On-site Service, 7-Day x 24-Hour Coverage for several
years
C. when the customer has bought Factory Express integration
D. when the customer is already working at capacity and suffering from resource issues

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Answer: C

Question:50
Which HP Care Pack Services tool recommends the use of a dedicated server to build an
end-to-end solution that enables HP to monitor his equipment remotely?

A. HP Insight Remote Support Standard

B. HP Insight Remote Support Advanced
C. HP Insight Support Commercial Edition
D. HP Insight Support Enterprise Edition

Answer: B

Question:51
When should you qualify the opportunity with value-based questions in a customer interview?

A. at the beginning of the interview to spot opportunities

B. as soon as you recognize the first area you might possibly be able to address
C. when you fully understand the customer’s requirements
D. when you need to craft a solution around your customer’s specific business

Answer: A

Question:52
Match the percentage to the corresponding printing objective.

A.

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Answer: A

Question:53
What are HP Care Pack services?

A. dedicated set of services covering non-HP hardware

B. program services developed to provide warranty extensions only
C. program developed by HP to provide personalized services to individual customers
D. predefined portfolio of services for products and solutions that uplift standard warranties
and provide additional support and levels of availability

Answer: D

Question:54
Which customer IT requirements are primarily risk related? (Select two.)

A. reduction of planned downtime

B. quick service deployment
C. service and business centric design
D. disaster protection
E. protection against security threats

Answer: D,E

Question:55
A standard HP Care Pack is currently active for certain hardware. You purchased and
registered a post warranty HP Care Pack today.
What is the start date of the post warranty HP Care Pack?

A. You can choose the start date of the post warranty HP Care Pack.
B. The post warranty pack starts when the standard HP Care Pack expires.
C. The post warranty pack starts on the purchase date of the HP Care Pack.

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D. The post warranty pack starts on the registration date of the HP Care Pack.

Answer: B

Question:56
What are main components of the HP Care Pack Services? (Select three.)

A. hardware support services

B. deployment services
C. planning services
D. software support services
E. assessment services
F. break-fix services

Answer: A,D,F

Question:57
For which products can you offer HP Mission Critcal services to your customer? (Select four).

A. printers
B. networks
C. workstations
D. business-critcal servers
E. storage systems
F. HP ProLiant servers

Answer: B,D,E,F

Question:58
In which (local currency based) increments are HP Care Pack Total Education and HP Care
Pack Total Education One services available?

A. Approx. $1000 and $100

B. Approx. $1500 and $150
C. Approx. $2000 and $200
D. Approx. $5000 and $500

Answer: A

Question:59
Which services are offered only in the HP Care Pack Services, but not included in the
standard warranty? (Select three.)

A. parts and labor

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B. software support
C. escalation management
D. pair or replacement of hardware parts with manufacturing defects
E. best-effort response for replacement of defective components
F. committed response and repair times

Answer: B,C,F

Question:60
Which warranty or service category includes storage software updates?

A. storage software product warranty

B. software support services
C. hardware support services
D. software product update services

Answer: B

Question:61
Which document provides a list of services available for a storage platform?

A. Service Data Sheet

B. HP Product Bulletin
C. Service Delivery Guide
D. HP Care Pack Services Quick Reference chart

Answer: D

Question:62
HP ProLiant Storage Service are considered jointware, meaning that both hardware and
software are required and operate together. A customer wants a repair time commitment on
this jointware product. What should you suggest?

A. HP 6-Hour Call-to-Repair Service

B. combination service such as HP Support Plus
C. HP 6-Hour Call-to-Repair and 9×5 Software Technical Support
D. HP 6-Hour Call-to-Repair and 24×7 Software Technical Support

Answer: D

Question:63
Your HP ProLiant customer is looking for a single solution for hardware and openrating system
technical support services. Which HP Care Pack categories provide hardware and O/S
techinal support services in one part number? (Select two.)

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A. Hardware Services On-site Service

B. Hardware Services 6-Hour Call to Repair On-site Service
C. Installation & Start-up Services
D. Support Plus
E. Support Plus 24

Answer: D,E

Question:64
Which type of customer is the best prospect for purchasing strorage services?

A. one who has no direct IT cost reduction goals

B. one who buys a SAN and has an extensive, skilled IT team
C. one who wants support on only some products in the environment
D. one who buys a SAN and lacks the necessary ongoing support resources

Answer: D

Question:65
Which company competes head-on against HP in the low-end and mid-range market printer
area with Care-Pack-like services?

A. Dell
B. Lexmark
C. Xerox
D. IBM

Answer: B

Question:66
Which approximate fraction of all customer helpdesk calls relates to commercial printers?

A. less than 10%

B. between 10% and 20%
C. up to 50%
D. more than 75%

Answer: B

Question:67
Which HP service is classified as reactive?

A. Critical Service

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B. Support Plus 24
C. Education Service
D. Data Center Service

Answer: B

Question:68
CAN a 5-year HP Care Pack be purchased to extend the warranty of a 3-year-old product?

A. no, never
B. yes, always
C. yes, but only if it concerns an on-site pack
D. yes, but only if the pack is purchased 3 months before the warranty has expired

Answer: D

Question:69
A customer intends to migrate to a new HP-UX operating environment and requests
information about Business Critical Server Solution Services. Which Solution Services are
offered? (Select two.)

A. Oracle Database Upgrade Service

B. Operating Environment Installation and Starup
C. Patch Updates and Management
D. HP-UX Jump Start
E. HP-UX 1 1iv3 Startup Service

Answer: B,E

Question:70
Which benefits do HP Care Pack Services for Desktops and Notebooks provide?

A. on-site service only

B. exchange services only
C. off-site and on-site services
D. off-site and exchange services

Answer: A

Question:71
Which HP service do you advise for critical business needs if your customer uses low-end
Laserjets?

A. Next Day Onsite

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B. Next Day Exchange
C. 4-hour Onsite Response, 9×5
D. 4-hour Onsite Response, 24×7

Answer: A

Question:72
Which HP Care Pack do you advise for HP Scanjets if your customer has critical business
needs?

A. Next Day Onsite

B. Next Day Exchange
C. 4-hour Onsite Response, 9×5
D. 4-hour Onsite Response, 24×7

Answer: C

Question:73
For which products can you offer HP Proactive 24 services to your customer?(Select four).

A. business-critical servers
B. printers
C. ProLiant servers
D. networks
E. organizers
F. storage systems

Answer: A,C,D,F

Question:74
While discussing the subject of Education Services, a customer explains that his organization
already has a training plan in place. How should you respond?

A. Do not waste any more time because this is not a target customer
B. Research the external training vendor the customer is using, if any, to keep track of the
competition.
C. Present the HP offerings and explain how the customer could switch to a more established
solution.
D. Ask the customer for a copy of the plan. This will allow you to propose a way to gain
maximum effectiveness.

Answer: D

Question:75

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Which customer IT requirements are primarily quality related? (Select two.)

A. reduction of planned downtime

B. quick service deployment
C. service and business centric design
D. disaster protection
E. protection against security threats

Answer: A,C

Question:76
Which HP Care Pack do you advise for HP Scanjets if your customer has critical business
needs?

A. Next Day Onsite

B. Next Day Exchange
C. 4-hour Onsite Response, 9×5
D. 4-hour Onsite Response, 24×7

Answer: C

Question:77
A customer who owns hundreds of servers is interested in building an end-to end solution that
enables HP to monitor this equipment remotely. Which HP Care Pack Services tool should you
recommend for this customer?

A. HP Insight Remote Support Standard

B. HP Insight Remote Support Advanced
C. HP Insight Support Commercial Edition
D. HP Insight Support Enterprise Edition

Answer: B

Question:78
You offer either basic Installation or Installation & Start-up Care Pack services to your
customers. Which operations constitute the distinction between the two offerings? (Select two.)

A. confirmation of software revisions and device cabling

B. building the configuration file
C. coordination of network installation and start-up activities
D. configuration download
E. operation and 9×5 software support verification

Answer: B,D

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Maybe the answers are not entirely correct, please send your suggestion to
sales@passguide.com if you can provide the right answer.Thanks in advance.

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