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HP Rolls Out IT Support Services Architected for Modern IT Infrastructures

HP engineers support to better target multi-vendor, cloud environments

In a move to help enterprises address problems before they arise, HP this week rolled out IT support services architected for modern IT infrastructures.

Dubbed HP Always On Support, the new services integrate tech built into the HP Converged Infrastructure with services to help enterprises realize 95 percent first-time resolution rates and hasten the restoration of system interruptions. [Disclosure: HP is a sponsor of BriefingsDirect podcasts.]

HP is taking a different approach from the break/fix model that legacy support services offer for individual pieces of equipment in technology silos. With Always On Support Services, HP is acknowledging the new data center paradigm: virtualized, multivendor and clouds with interdependencies across the IT infrastructure.

With HP Always On Support Services, the tech giant said it is taking a proactive stance, which includes providing a single point of contact for problem resolution -- problems that could otherwise lead to downtime the firm estimates costs average enterprises $10 million an hour.

Move to innovation

"Organizations can’t survive in today’s business climate without shifting time and resources from problem resolution to innovation,” says Antonio Neri, senior vice president and general manager of HP’s Technology Services group. "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 charge.”

Here’s an example of HP Always On Support Services in action: The service continuously monitors the 1,600 diagnostic data points HP ProActive Insight architecture collects. (This architecture is embedded in HP ProLiant Gen8 servers and is soon to be integrated across the HP Converged Infrastructure.)

Through its HP Foundation Care feature, HP Always On offers direct communication with an expert who already knows the client, the details of the client’s environment, and what the client’s system is experiencing. By leveraging relationships with leading independent software vendors (ISVs), HP promises to expedite problem resolution and eliminate the finger pointing typical of legacy support models.

Organizations can’t survive in today’s business climate without shifting time and resources from problem resolution to innovation.

Meanwhile, HP Proactive Care works to minimize downtime and optimize performance by addressing problems before they occur. HP Datacenter Care offers customized support for a client’s multivendor environment with a single point of contact at HP. Finally, HP Lifecycle Event Services work to augment the HP Care portfolio with HP expertise throughout the technology life cycle for client’s IT projects, including strategy, design, implementation and education services, allowing clients to select services a la carte.

BriefingsDirect contributor Jennifer LeClaire provided editorial assistance and research on this post. She can be reached at http://www.linkedin.com/in/jleclaire and http://www.jenniferleclaire.com.

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At Interarbor Solutions, we create the analysis and in-depth podcasts on enterprise software and cloud trends that help fuel the social media revolution. As a veteran IT analyst, Dana Gardner moderates discussions and interviews get to the meat of the hottest technology topics. We define and forecast the business productivity effects of enterprise infrastructure, SOA and cloud advances. Our social media vehicles become conversational platforms, powerfully distributed via the BriefingsDirect Network of online media partners like ZDNet and IT-Director.com. As founder and principal analyst at Interarbor Solutions, Dana Gardner created BriefingsDirect to give online readers and listeners in-depth and direct access to the brightest thought leaders on IT. Our twice-monthly BriefingsDirect Analyst Insights Edition podcasts examine the latest IT news with a panel of analysts and guests. Our sponsored discussions provide a unique, deep-dive focus on specific industry problems and the latest solutions. This podcast equivalent of an analyst briefing session -- made available as a podcast/transcript/blog to any interested viewer and search engine seeker -- breaks the mold on closed knowledge. These informational podcasts jump-start conversational evangelism, drive traffic to lead generation campaigns, and produce strong SEO returns. Interarbor Solutions provides fresh and creative thinking on IT, SOA, cloud and social media strategies based on the power of thoughtful content, made freely and easily available to proactive seekers of insights and information. As a result, marketers and branding professionals can communicate inexpensively with self-qualifiying readers/listeners in discreet market segments. BriefingsDirect podcasts hosted by Dana Gardner: Full turnkey planning, moderatiing, producing, hosting, and distribution via blogs and IT media partners of essential IT knowledge and understanding.