HP launches new support services

Extended support portfolio to cater for multi-vendor, integrated environments

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HP launches new support services HP's new support offerings are intended to challenge the traditional reactive support model, says D'Souza.
By  Mark Sutton Published  April 15, 2012

HP has announced a set of new support services for multi-vendor, converged and cloud environments.

The new services portfolio is intended to provide support for complex environments with multi-vendor solutions. The Always On Support Services aim for 95% first time resolution rates and 66% faster resolution of unplanned downtime issues.

HP says that the service will aim to deal with issues before they happen, through the use of diagnostic technologies such as HP ProActive Insight Architecture, which monitors 1,600 diagnostic data points in HP ProLiant Gen8 servers. It is planned to integrate this technology across the entire HP Converged Infrastructure portfolio.

The new service portfolio also aims to provide customers with a knowledgeable single point of contact for support, but providing support professionals who are familiar with the client's environment and what issues the client's system is experiencing.

The Always On Support portfolio includes HP Foundation Care, to provide a single point of contact at HP for both hardware and software, as well as co-ordination with ISVs to have a more holistic view of client environments; HP Datacenter Care, to support multivendor environments along with predictive analytics to deliver premium value at a cost-effective price; and Lifecycle Event Services that augment the above HP Care portfolio with HP expertise throughout the technology life cycle of an IT project.

 "Enterprises need to be built on a technology foundation that helps IT shift time and resources from problem resolution to innovation," said Ryan Dsouza, Technology Services Director, HP Middle East. "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 customized service offerings - and HP is leading that change."

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