Technical Support Services Blog

turn on suggestions Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
Subscribe
Article Options

“Self-aware” servers drive and help redefine HP’s customer support experience

by TS_Guest on 02-13-2012 11:11 PM

 

 

By Dionne Morgan

 

Did you know that approximately 50 percent of system problems are caused by people or process issues? As a result, organizations find that they need proactive services to improve performance, uptime and productivity – and to drive profitability and return on their investment.

 

Because, let’s face it. - The cost of downtime for mission-critical applications is just not acceptable.

 

Enter HP ProLiant GEN8 Servers.  These new “self-aware” servers have been the catalyst to help redefine HP’s customer support experience. The intelligence that is embedded inside these products has enabled us at HP to offer some brand new capabilities that we haven’t been able to bring to you previously-- because there hasn’t been this degree of intelligence in products ever before.

 

HP’s support offerings for this next generation of ProLiant products are much more proactive and specifically tailored for an industry standard environment.  This is possible because we’ll have insight directly into your environment – via continuous, proactive health monitoring of thousands of system parameters, shared by our new intelligent servers. The embedded HP ProActive Insight Architecture in HP ProLiant Gen8 servers streamlines operations by aggregating and analyzing health information, which is then used for proactive maintenance, resolution of potential issues at the solution level, and optimization of system performance.  Smart Memory and Smart Drive devices also log failure information to accurately document events and avoid inadvertent reuse of failed components. This information enables you to start problem analysis five times faster.

 

The HP Insight Online Support portal and HP ProActive Services are delivered globally through HP Technology Services and our HP ServiceONE partner program. Partners can expand their technology services portfolio or offer co-branded services with HP to rapidly address your time-critical requirements. The program gives select partners access to HP’s global resources that reinforce resources and support their ability to deliver your projects on time and on budget.

 

Think about it. When you have this kind of proactive support designed specifically for the newest HP ProLiant GEN8 Servers, combined with an integrated management and support experience delivered onboard the system – both remotely and online -- you’ll have:


  • A system that automatically collects a comprehensive view of your assets and operations.  You’ll spend less time searching for information, less time on the phone with IT support - and more time up and running.
  • An automated service and support experience.  Your valuable time is conserved, your resources are not over-taxed – and you have a quicker time to problem resolution.
  • Personalized support and proactive guidance.  Your infrastructure performance and uptime will be significantly improved.

 

Additionally, with this wealth of knowledge inspired by proactive information sharing – and YOU  -- HP will be able to continuously increase quality in our servers, accelerate the pace of HP innovation and simplify your overall support experience every day.

 

In summary, we’re on the cusp of a revolution:

 

  • Led by smart people delivering  the smart customer experience
  • Facilitated by embedded intelligence in the HP ProLiant GEN8 Product set
  • Focused on innovation, built on a strong technology foundation
  • Supporting Industry standard environments

 

 

We’re excited about these new product and services offerings from HP, and hope you are, too. It’s a brave new world in customer support, bringing about a new order of magnitude for engineered intelligence. 

 

Stay tuned in the coming weeks for more news from HP Technology Services!

 


Labels:

We encourage you to share your comments on this post. Comments are moderated and will be reviewed and posted as promptly as possible during regular business hours.

To ensure your comment is published, please follow our community guidelines.

Post a Comment
Be sure to enter a unique name. You can't reuse a name that's already in use.
Be sure to enter a unique email address. You can't reuse an email address that's already in use.
Type the characters you see in the picture above.Type the words you hear.
 

Find HP in Social Media

Facebook Twitter YouTube SlideShare Flickr
About the Author
  • More than 30 years in Sales and Marketing in IT services business. Currently managing a program on services for x86 based environments.
  • I am a Master Technologist working in the Global Escalation Team for HP. My primary focus areas are SAN, EVA troubleshooting and EVA performance analysis.
  • Candice Held has worked for Hewlett-Packard (HP) for almost 35 years. She has a bachelor’s degree in Electronic Business (E-Business) that she completed while working for HP in 2006. She is now a Communication Specialist for Support Automation in HP. During her career in HP she has had 25 years of experience in communications as a technical writer, technical editor, Management of Change (MoC) representative, and Communications Specialist. She is married and has two adult children. Her hobbies include cross country skiing and fly fishing with her husband.
  • 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.
  • Guillaume Oget, Global Industry Strategist for HP Technology Consulting, is responsible for creating a Vertical Industry Strategy covering internal organizational models, industry solutions portfolio, and go to market strategy to enable Technology Consulting to better address Industry specific needs. Guillaume is also leading solution development in the Banking, Healthcare and Retail industry segments. Prior to joining Technology Consulting, Guillaume served as an Industry Architect for the Transportation Industry globally where he initiated cloud solutions and supported consultative selling initiatives. Before that, Guillaume setup and managed a global RFID solutions practice for 5 years, supporting more than 50 projects in industries covering Retail, Banking and Transportation. He had direct assignments with Telecom, Banking and Retail clients in all regions. Guillaume has filed 9 patents, including 5 granted in the RFID space and has a CISSP certification.
  • 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.
  • Kevin has been the program manager for the HP Web Services Always On Support Communities for the past several years, and is responsible for the administration, management, and planning for commercial and enterprise social media capabilities.
  • I joined the HP family in 1996 after working the previous 10 years as a Field Engineer and finally as a Network Administrator. I started with HP as a Response Center Engineer supporting high-end CPU hardware then was recruited into a new team supporting Predictive Software which evolved into Instant Support Enterprise Edition (ISEE). I now am a Technical Solutions Consultant III working in the Global Competency Center for HP. My primary functions include support for HP Insight Remote Support, its associated applications and am a Knowledge Capture Support (KCS) / Services Access Workbench (SAW) champion for HP. My goal when working with either HP customers or HP's field engineers is to find a solution to the problem as quickly as possible, often other problems are found during the process and the customer appreciates it when those are also resolved. I make myself available and never close a case until both the customer and I are satisfied with the outcome. This process builds true relationships and to my delight this has often enabled me to assist the same people over the years.
  • 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...
  • Think technology services is exciting? I do. For me, nothing is better than seeing companies get the most out of their technology & people to do cool things... evolve, merge, grow ... After more years than I care to mention working with HP Customers its still exciting & matters to me. Love sailing too.
  • I have worked with Data Protector (formerly Omniback II) since 1999. Traveling across the United States as a Sr. Technical Consultant, I deliver Data Protector 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 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!
  • Tommaso Esmanech is the visionary director in charge of automation strategies in HP Technology Services. He is defining the strategic direction for Technology Services automation, generating new development technology directions by determining the competitive landscape and differentiating HP solutions. Prior to his current role, Tommaso held a variety of global, regional and country positions covering web services, knowledge management, call center operations, partner management, product management and marketing in several companies including HP, Compaq, IBM and Editel. Beyond HP, Tommaso collaborated with Milan Engineering University in the publication of Redesign Post-Sale Support (ISBN: 978-88-203-3887-9).
Labels