I was encouraged to see that Huawei had a proper track session on its channel strategy during its 10th Global analyst summit in Shenzhen. The track is another sign that the company’s enterprise division is maturing and taking the right steps to expand its activities in China as well as globally.
In 2012, Huawei recruited 1,289 distributors, VAPs, and tier 2 channel partners to reach around 3,789 worldwide, which represents growth of 52% in China, Europe, and 26 other key countries globally. Huawei’s enterprise share of channel sales was around 55% (excludes Operator resale) of its total revenue in 2012, a 32% revenue growth through channels from 2011. Huawei is also starting to build its services and software ecosystems with 700 authorized service partners and 200 ISVs.
Overall, three key things that stood out to me about Huawei’s partner programs are:
A more structured and well-defined partner program: The partner program has evolved considerably since last year and Huawei is working towards mapping its key accounts and streamlining the account management process. Through the segregation of 5000+ named accounts (key accounts based on deal size) and defining the customer engagement model for high value accounts, Huawei can bring about the clearer channel architecture that will be required to build an open and successful channel ecosystem.
As a follow up to his presentation at the 2013 itSMF Norway conference, Stuart Rance of HP has kindly donated some practical advice for those struggling with availability.
Many IT organizations define availability for IT services using a percentage (e.g. 99.999% or “five 9s”) without any clear understanding of what the number means, or how it could be measured. This often leads to dissatisfaction, with IT reporting that they have met their goals even though the customer is not satisfied.
A simple calculation of availability is based on agreed service time (AST), and downtime (DT).
If AST is 100 hours and downtime is 2 hours then availability would be
Customers are interested in their ability to use IT Services to support business processes. Availability reports will only be meaningful if they describe things the customer cares about, for example the ability to send and receive emails, or to withdraw cash from ATMs.
Number and duration of outages
A service that should be available for 100 hours and has 98% availability has 2 hours downtime. This could be a single 2 hour incident, or many shorter incidents. The relative impact of a single long incident or many shorter incidents is different for different business processes. For example, a billing run that has to be restarted and takes 2 days to complete will be seriously impacted by each outage, but the outage duration may not be important. A web-based shopping site may not be impacted by a 2 minute outage, but after 2 hours the loss of customers could be significant. Table 1 shows some examples of how an SLA might be documented to show this varying impact.