Technical Support Services Blog
Discover the latest trends in technology, and the technical issues customers are overcoming with the aid of HP Technology Services.

HP Proactive Care Advanced—support for the new style of IT

Docs2_m.jpgby Margot Sechler,  Worldwide Technology Services Marketing Manager for HP Proactive Services

 

I really like my doctor. As my primary care physician, she’s not an expert on every branch of medicine, but she’s an expert on me. She knows my history, my lifestyle, and my health goals. And she can quickly connect me to the right specialist when I need one. That’s the approach we’re taking with system support for our customers with business-critical IT environments. And IT environments are more critical than ever. The new style of IT is driven by mobility, cloud, social media, and Big Data—your business users need to connect anywhere, any time. Technology is evolving to enable that, so your support needs to evolve too.

 

We think support for the new style of IT shouldn’t just fix problems quickly; it should prevent problems before they cause downtime. So two years ago we developed HP Proactive Care. It is focused on preventing problems, and it provides an enhanced call experience when there is a problem, so you get to the right expert and back in business quickly.

 

Based on your feedback, we’re now introducing HP Proactive Care Advanced. HP Proactive Care Advanced gives you an assigned, local Account Support Manager (ASM). That’s your primary care physician. Your ASM’s job is to get to know you—your IT environment, your business, and your goals. He or she will work with you to develop a support plan designed to meet your goals. He’ll present the results of personalized proactive reports and recommend actions. The ASM will give you best practices and will update the support plan and recommend changes when needed.

 

Like my doctor, your ASM won’t be an expert on everything in your IT environment, so he’ll have access to technical specialist—experts to call on when needed. If a critical situation occurs—you know, those critical problems that threaten to disrupt your business—we’ll assign a Critical Event Manager whose job will be to resolve the situation as quickly as possible. Plus you will work with a Technical Solution Specialist who will manage your case from start to finish.

 

There are a lot of other features, of course. Like Proactive Care, Proactive Care Advanced helps prevent problems with tailored proactive reports and advice when you connect your systems to HP. But Proactive Care Advanced will also help you make the most of your IT investments, solve problems faster with critical event management, and stay informed and in control.

 

You can get all of the details on our web site at www.hp.com/services/proactivecare.

 

Margot.jpgMargot Sechler is Worldwide Technical Services Marketing Manager for HP Proactive Services. She’s responsible for market development and HP and partner training on Proactive Care. She meets with and briefs HP customers at HP’s Houston Briefing Center. She has been with HP 15 years and has held various positions in technical services marketing and sales.

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