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System Age and Maintenance Costs





One of the reasons
that I came home between the training events in London and Frankfurt was to
cover a customer briefing at the Cupertino Executive Briefing Center -although
it also saved HP money, and let's face it, everyone's budget is still pretty
tight.


 


The briefing was an
overview of the HP and HP IT Transformation. However, there was a specific
deeper dive and conversation around our desktop management - everything from
asset management, self serve processes, to help desk processes. While I often
speak about mission critical environments, it is great to also have a glimpse
into the desktop and notebook environments - especially since as a user, I'm a
customer of our internal services.


 


It's been a two
years since I last got a new notebook, and I got to use some of the new
processes in person. Instead of waiting for my business to have available funds
for new notebooks, we now get automated e-mails when it is time to refresh our
systems. We select our user profile, and a week or two later, the system shows
up at our desk.


 


Then, instead of
someone from HP IT disappearing with our old and new system for half a day or
more, we log into the new notebook, finish some minor set up ourselves. Both
systems are then unplugged from the network, software is run on both systems,
and all of our settings and data are copied to the new system. Even better, I
can do this at home at night, so I'm not sitting around the office looking
useless, waiting for my systems to come back. I have much less downtime, and IT
doesn't have someone spending a lot of time just copying data from one system
to another. Even better, they have made this process easy enough that most of
my co-workers who normally call the helpdesk (or me) whenever they run into any
sort of problem now do this on their own, with no help.


 


But the interesting
part of this past year is seeing the impact of the economy on our help desk.
Due to the poor economy in 2009, HP pushed out the refresh on some systems by
another 6 months. It turns out, that they can see a direct co-relation to the number
of help desk calls as they did this, something that we could never track in the
past. Users of systems that are older than our usual refresh age are now
logging more calls, more downtime, and more repairs than they were in the past.
We helped save the company some money during the economic downturn, but it is
definitely driving up our maintenance budget. Since our goal here at HP is to
keep our maintenance costs low, you can bet that this will change as the
economy becomes more predictable.


 


However, the biggest
difference today compared to a number of years ago is that we can now track the
impact of decisions like pushing out the refresh rate for desktops and
notebooks, something we never could do in the past.


 


This begs the
question about what happens in a mission critical environment. There are lots
and lots of mission critical systems out there that have been in place for 5
years, 6 years, 10 years, or more. While the server life cycle definitely is
longer than desktops and notebooks, at some point, we run into the same issue -
old systems cost more to maintain than new systems (especially after the
warranty expires). Just because the system is still up and running, and has
been paid for, doesn't mean that it is cheaper than buying a new systems. We're
figuring that out at HP for our internal use.


 


Does this apply
outside of HP? Can you actually track the relationship between system age and
maintenance costs?  What have you found?


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About the Author(s)
  • I work as a Master Architect in HP Servers R & D group. I work with teams spread across the lab and outside to build solutions which are highly available on HP-UX, OpenVMS and Mission Critical Linux platforms. In particular I contribute to develop HP Serviceguard clusters, HP-UX Security and Middleware products. I have been with HP for last 17 years and have exposure to HA/DR field from both R & D and customer perspectives.
  • Kirk Bresniker is the Vice President/Chief Technologist for HP Business Critical Systems where he has technical responsibility for all things Mission Critical, including HP-UX, NonStop and scalable x86 platforms. He joined HP in 1989 after graduating from Santa Clara University and has been an HP Fellow since 2008.
  • I’m the worldwide marketing manager for HP NonStop. I’ll be blogging and tweeting out news as it relates to NonStop solutions – you can find me here and on twitter at @CarolynatHP
  • Cynthia is part of the HP ExpertOne team. ExpertOne offers professional IT training and certifications from infrastructure refresh to areas that span across the datacenter like Cloud and Converged Infrastructure.
  • Hi, I work on the HP Servers team as HP-UX worldwide product marketing manager. I´m interested in how customers use our technology and will be blogging about their stories and on how our products evolve to help their businesses be always on.
  • I have worked with NonStop systems since 1982. I am a Master Technologist for HP and am part of the IT SWAT organization, the Cloud SWAT and work with HP Labs. I report into the Enterprise Solutions and Architecture organization.
  • Joe Androlowicz is a Technical Communications and Marketing manager in HP’s NonStop Product Division. Joe is a 25 year journeyman in information systems design, instructional technologies and multimedia development. He left Apple Computer for Tandem Computers to help launch G03 and hasn’t looked back yet. He previously managed the program management team for the NonStop Education and Training Center and drove the development and growth of the NonStop Certification programs.
  • Hello! I am a social media manager for servers, so my posts will be geared towards HP server-related news & info.
  • HP Servers, Converged Infrastructure, Converged Systems and ExpertOne
  • Luke Oda is a member of the HP's BCS Marketing team. With a primary focus on marketing programs that support HP's BCS portfolio. His interests include all things mission-critical and the continuing innovation that HP demonstrates across the globe.
  • I am the Superdome 2 Product Manager. My interest is to learn how mission critical platform helps customers and would also like to share my thoughts on how Superdome has been helping customers and will continue to do so.
  • I work in the HP Servers marketing group, managing a marketing team responsible for marketing solutions for enterprise customers who run mission-critical workloads and depend on HP to keep their business continuously running.
  • Mohan Parthasarathy is a Technical Architect in the HP-UX lab. His primary focus currently is in the core kernel, platform enablement and virtualization areas of HP-UX. Mohan has worked on various modules of HP-UX, including networking protocol stacks, drivers, core kernel and virtualization
  • I’ll be blogging about the latest news and enhancements as it relates to HP Moonshot.
  • Greetings! I am on the HP Enterprise Group marketing team. Topics I am interested in include Converged Infrastructure, Converged Systems and Management, and HP BladeSystem.
  • As a Managing Consultant for HP’s Enterprise Solution & Architecture group, I collaborate with client business and IT senior management to understand, prioritize and architect advanced use of data and information, drawing insights required to make informed business decisions. My current focus leverages event-driven business intelligence design techniques and technologies to identify patterns, anticipate outcomes and proactively optimize business response creating a differentiated position in the marketplace for the client.
  • Wendy Bartlett is a Distinguished Technologist in HP’s NonStop Enterprise Division, and focuses on dependability – security and availability - for the NonStop server line. She joined Tandem in 1978. Her other main area of interest is system architecture evolution. She has an M.S. degree in computer science from Stanford University.
  • I am part of the integrated marketing team focused on HP Moonshot System and HP Scale-up x86 and Mission-critical solutions.
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