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Proactive Care: Custom Support Experience for the DataCenter

charles_quesada| March 27, 2012
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IT environments are now reaching new levels of performance as new technologies in the market integrate large enterprise businesses into converged infrastructures. Highly efficient HP Servers, even when combined with entry-level or enterprise data storage capacity equipment, can be isolated from the most adequate networking solutions. -High performance fabric is not enough!!! The formula is not complete, unless we add to the equation qualified human resources behind the technology who provide end to end assistance, leveraging an established set of excellent practices and processes and collaborating with IT management worldwide.    

 

On March 14th, HP launched a brand new service called “Proactive Care”.  I’d like to personally invite you to set up a meeting with your HP representative when you acquire new or renewed Care Pack Services for your business.  These services, designed to suit the specific needs of small to large companies, cover the support requirements of converging IT products and are delivered by highly trained specialists.   

 

Proactive Care provides the service and support levels that will enhance the technology value for converged infrastructures.  Coverage includes:

 

  • Quarterly incident report summarizing any incidents to show trends that might be impacted by configuration or environmental issues.
  • Twice a year a Technical Account Manager (TAM) will deliver a Proactive Scan report, which is a” platform health check” with recommendations.
  • Twice a year, Platform Revision Management reviews firmware & software and assesses and updates recommendations, providing best practices.
  • Proactive Care includes three different service levels (NBD, 24x7 and 6hrs CTR) with faster access to Advanced Solution Center.
  • Insight Remote Support will be the platform required to successfully achieve advanced, proactive care for your datacenter.

The truth is each customer environment is unique to their business. HP’s new portfolio offers a custom support experience enabled by proprietary tools and analytics enhanced by service call experience.  This flexible model ensures that you get the resources and attention you need to support your changing datacenter environment. Depending on your needs you can:

 

  • Have access to HP IT experts – anytime, anywhere
  • Expect routine issues to fix rapidly
  • Share the responsibility for system uptime
  • Get push-button simplicity from your technology and support
  • Expect and receive a SUPERIOR Customer experience

HP is definitely moving forward positioning itself as the best in delivering IT services in conjunction with innovating new technology, driving IT management to a new level.  

 

Until next time - Keep in touch!!!

Tags: Always On Support from HP| Datacenter Care| HP Proactive Care
Labels: HP Service Delivery| HP Service Support| HP Technology Services
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About the Author
  • More than 30 years in Sales and Marketing in IT services business. Currently managing global campaigns for Datacenter Care.
  • I graduated in Software Engineering. Joined HP family five years ago, I deliver Insight Remote Support technical consulting for HP customers, in North America, Canada and Latin America. Assist setting up, installing and configuring the solution in customers' IT environments.
  • I am an identical twin. My brother’s name is Greg Tinker and we have been extremely fortunate working similar careers within HP, known to our HP colleagues and many of our customers as "The Tinkers". Our job is to be the technical lead on major business operational outages with millions of Dollars/Euros hanging in the balance. We both have a complete background in architectural, Infrastructure and application environments from both the proactive and reactive side of HP Enterprise Service (HP ES), and HP Enterprise Business (HP EB).
  • I am an identical twin. My brother’s name is Chris Tinker and we have been extremely fortunate working similar careers within HP, known to our HP colleagues and many of our customers as "The Tinkers". Our job is to be the technical lead on major business operational outages with millions of Dollars/Euros hanging in the balance. We both have a complete background in architectural, Infrastructure and application environments from both the proactive and reactive side of HP Enterprise Service (HP ES), and HP Enterprise Business (HP EB). We have always attended the same schools, studied the same material (big surprise, as we are identical twins), and have always worked as a close team and strive to demonstrate our teaming ability’s to others. We each have more than 11 years experience supporting mission-critical enterprise customers on a broad range of technologies. We’ve both won the HP MVP award multiple times as well as coauthored books, programs, and whitepapers in our spare time.
  • More than 25 years in the IT industry, managing ITSM, service development and delivery projects in Technology Services. Specialized in end2end support for ISV based business solutions. Certified ITIL and project management expert.
  • Eduardo Zepeda, WW TS Social Media Program Manager & Internal Communications for WW Technology Services Blogging on behalf of HP Technology Services (TS_Guest)
  • I have been with HP for 13 years, always in Services - first as a Services Channel Sales rep, then a Channel Services Segment Manager, and now, in WW Technology Services Marketing. These may be my formal job titles, but I'm really a Cheerleader for HP Services! I feel that HP has great services, exceptional Technical Experts and Delivery teams, and so many cool things are going on at HP Services. So, stay tuned...
  • I have 27 years of system, storage, and networking experience including detailed work with Data Protector (formerly Omniback II) for the past 14 years. My expertise includes StoreOnce deduplication technology, D2D appliances, performance tuning, complex remediation, and online backup integration with applications like Oracle and infrastructure like VMware. Traveling across the United States and Canada as a Sr. Technical Consultant, I deliver specialized consulting for a broad variety of HP customers.
  • MrCollaboration (aka Jim Evans) is an HP Global Services Alliance Manager. He has worked in the IT industry for more than 30 years, 22 of which were spent with Digital Equipment Corporation, Compaq and HP. He works with many third party vendors and partners to develop processes to facilitate excellent support and service for mutual customers. Jim is also HP’s representative to the Technical Support Alliance Network (TSANet).
  • I've been working in Customer Service for over 20 years. During my career I've provided support services for Languages, Programming Libraries and Operating Systems. During the last 10 years I've provide support for Linux and more recently VMware. My current role is as a Technical Account Manager working in the HP Custom Mission Critical Services Industry Standard Operating Systems team. I provide both reactive and proactive operating system support for proLiant servers and blades. Our services in the Custom teams are built on statement of work contracts for large HP customers who need a customized mission critical support offering.
  • I've been working in HP since 2007 like IT agent, developer, Web designer and then like Web Project Manager
  • I like to listen as much as I like to talk. Why? My 25+ years in the technology industry has taught me that the key to delivering value to customers is to understand what they value in the first place! I developed this passion for customers and consultative selling during my 12 years with Accenture, and I have continued to approach customers in a consultative way during my 12+ year tenure with HP. I also have a passion for HP given my knowledge of our Product and Service Portfolio and the differentiators we possess that position us as a leader in the areas our customers are telling us they want to go. Converged Infrastructure, Converged Cloud, Big Data – and the associated Service and Support implications – all such exciting technology trends where our success will hinge upon our ability to differentiate ourselves versus others in the areas that matter most to our customers. Right up my alley, and I am proud to be part of the great HP team where I know we have the best solutions in the industry!
  • Tom Clement has over 30 years experience in the areas of adult learning, secondary education, and leadership development. During this time Tom has been a consistent champion of “non-traditional” training delivery methods, including blended learning, virtual delivery (self paced and instructor led), the use of training games and simulations, and experiential learning. Tom has spent the past 25 years of his career at Hewlett Packard, focused most recently on HP’s global Virtualization, Cloud, and Converged Infrastructure customer training programs. Tom manages the strategic direction and overall performance of these training programs, ensuring these worldwide programs help HP’s customers capitalize on the business opportunities made available by IT advancements in each of these subject areas. Tom and his global teammates utilize best in class instructors, course content and supporting equipment infrastructure to deliver these training programs to HP’s customers. The team prides itself on providing the Virtualization, Cloud, and Converged Infrastructure content customers need when and where they need it, anywhere in the world. Tom is based in the Washington, DC suburbs and can be reached at tom.clement@hp.com.
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