HP Announces Always On Support Services

HP has announced IT support services architected for multi-vendor, converged and cloud environments, helping enterprises address problems before they occur.

The new Always On Support Services from HP integrate the intelligent technologies built into the HP Converged Infrastructure with innovative services to deliver a modern support experience for today’s complex IT environments.

Legacy support services offer a break/fix model for an individual piece of equipment in a single technology silo. However, that equipment is likely part of a virtualised, multivendor or cloud environment with interdependencies across the IT infrastructure, adding a level of complexity to operations.

In instances where predictive measures aren’t enough, clients also require more streamlined support when a problem arises, such as a single point of contact that is familiar with their environment and can resolve issues quickly.

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“Technology advances such as virtualisation and flexible infrastructures are combining with multivendor environments to create complexity and make today’s technology environments much more challenging than in the past. As a result, customers need and expect more from their support providers,” said Rob Addy, Research Director, Gartner. “Legacy support models are becoming less relevant. It is time for a complete overhaul of support practices. The use of predictive and proactive prevention based methodologies is now highly desirable.”

Always On Support Services from HP provide “direct to expert” communication with a professional who already knows the client, the details of the client’s environment and what the client’s system is experiencing prior to the first call.

“Enterprises need to be built on a technology foundation that helps IT shift time and resources from problem resolution to innovation,” said Tirthankar Banerjee, Director, Technology Support Services, HP India. “The traditional reactive IT support model is no longer effective – the industry needs to change the way it delivers support to offer proactive solutions and customised service offerings – and HP is leading that charge.”

To deliver an enhanced client experience along with proactive problem resolution, Always On Support Services from HP continuously monitor the 1,600 diagnostic data points collected by the HP ProActive Insight Architecture. This architecture, currently embedded in HP ProLiant Gen8 servers, will soon be integrated across the entire HP Converged Infrastructure portfolio.

Always On Support Services from HP include:

HP Foundation Care – expedites problem resolution for optimal performance by simplifying support with a single point of contact at HP for both the hardware and software in the client’s environment. By leveraging relationships with leading independent software vendors (ISVs), HP eliminates the “finger pointing” typical of legacy support models.

HP Proactive Care – minimises downtime and optimises performance by addressing problems before they occur. It also provides immediate and direct access to HP experts so clients receive the right support and guidance, when they need it. This eliminates the delay spent cycling through escalating levels of support personnel often associated with legacy support models.

HP Datacenter Care – provides customised support for a client’s multivendor environment with a single point of contact at HP. It delivers enhanced call handling, proactive services, reactive support and relationship management enabled by HP tools and predictive analytics.

HP also offers Lifecycle Event Services that augment the above HP Care portfolio with HP expertise throughout the technology life cycle of an IT project. This includes strategy, design, implementation and education services, allowing clients to select services “a la carte” to best serve their needs.