HP Ups Support Services for Enterprise Customers

Vendor’s new proactive, predictive service model gains customers a single point of contact for multi-vendor, converged and cloud environments

Hewlett-Packard Co. said that its Technology Services unit will offer proactive, predictive support for enterprise customers’ multi-vendor, converged and cloud environments through a team of dedicated IT personnel armed with prior knowledge about the client and its technology.

The vendor said that newly trained support staff under the Always On Support Services banner will remotely monitor some 1,600 diagnostic data points supplied by its ProActive Insight Architecture and automation tools embedded into its new ProLiant Gen8 servers, the goal of which is to stay one step ahead of customers’ IT-related problems.

This architecture ultimately will be integrated into HP’s full Converged Infrastructure lineup, the company said.

HP said that it is not keeping the new support service for itself—it also has authorized its ServiceOne channel partners to deliver the same.

In contending that the traditional, break/fix support model is outdated, largely ineffective for modern, IT environments and doesn’t preempt costly downtime events, an HP official said that the vendor’s new framework allows IT departments to shift resources toward innovation.

“The traditional reactive IT support model is no longer effective,” said Antonio Neri, HP Technology Services senior vice president and general manager.

“The industry needs to change the way it delivers support to offer proactive solutions and customized service offerings and HP is leading that charge,” he said.

The Always On Support Services presents three options. With HP Foundation Care, a single point of contact supports the customer’s hardware and software backed by independent software vendor (ISV) input when needed, to eliminate what the vendor calls “finger pointing” typically associated with break/fix support models.

Proactive Care, a second service option, aims to address clients’ problems before they occur through immediate, direct access to an HP expert already knowledgeable of the customer’s IT environment, the goal of which is to minimize downtown and maximize performance.

A third offering, called HP Datacenter Care, is customizable based on the customer’s IT environment. Through HP tools and predictive analytics, services provided include call handling, proactive and reactive support and relationship management.  Clients are supplied with a dedicated HP support contact.

HP said that the Always On Support Services supplement its Lifecycle Event Services, which offers HP’s involvement on strategy, design, implementation and education services for the duration of an IT project.
Rob Addy, Gartner Inc. research director, backed HP’s view that traditional support models are outdated.

“Legacy support models are becoming less relevant,” Addy said. “It is time for a complete overhaul of support practices,” he said. “The use of predictive and proactive prevention based methodologies is now highly desirable.”

TAGS: Cloud,HP,Enterprise,technology services,Always On Support,ProLiant Gen8 server,proactive,converged architecture,break fix

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