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Three key elements of a great Technology Support experience. (And a great Support Provider!) # 1

1 – The Personalized Support Experience

At HP, we use the terms Personalized, Proactive and Connected to describe our Support experience – but what do these terms really mean and why do they matter to our Support customers? Over the next few blogs I’ll be sharing the three pillars of the optimal customer experience. Today I will cover industry trends and more about the Personalized experience we provide for our customers.

 

AOSEtrends.png

 

Industry Trends

When it comes to IT infrastructure, the landscape is evolving.  The individual components of IT are increasingly being merged into integrated ecosystems containing servers, storage, networking, multiple operating systems and critical third party software to support things like virtualization.  At HP, we are at the forefront of this wave of change and are an industry leader in Converged Infrastructure (CI).  We are also a leader in Cloud.  While many organizations are starting to incorporate these architectures into their IT plans --and of course other technology providers are selling their versions of CI and Cloud -- most have not fully considered the implications in terms of what it takes to support a Converged Infrastructure or Cloud based computing model.  Add in things like mobility and it gets even more interesting. 

The fact is, the legacy model of discreet system Support just doesn’t work very well when you are talking about an integrated environment as ‘the System’. This, however, is where HP shines.  Not only do we provide Converged Infrastructure and Cloud, we also have a best-in-class Support model to ensure the expected value from CI and Cloud are realized.

 

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What Customers Want

It’s interesting to note that while our customers are moving to more integrated and virtual computing models, many of the Support capabilities they expect from HP as a great Support provider are pretty consistent with what they expected in the past.  The difference is that delivering against these expectations is significantly more complex when you talk about CI and Cloud.  What do customers tell us they want?  It’s really pretty simple when you break it down.  They expect infrastructure availability, they want responsiveness, they want us to know them and their IT environments and they want value equal to cost.  They also want end-to-end ownership for problem resolution.  This is why everything we do within HP Technology Services Support is designed to deliver against these expectations.  We call this our HP Always On Support Experience (AOSE).  The three pillars of AOSE are Personalized, Proactive and Connected.  

 

AOSEpersonalized.png

 

The Personalized Support Experience

I’ll start by explaining Personalization.  Simply put - our customers want us to know them.  They want a Support experience tailored to THEIR specific environment and needs.  Some Support providers attempt to address this by putting a person on site in a customer’s data center.  We of course can do this too, and this is actually part of our overall Support model with account assigned Delivery Managers and Services Account Managers.  However, HP offers so much more based on the unique intellectual capital we’ve developed.  A couple of examples of HP tools that allow us to really tailor the Support experience for our customers are our HP Support Center Portal and our Mobile Support Application.  These tools are incredible.  The Support Portal provides a single interface where a customer can track, manage and engage with both HP as well as others that are part of the HP partner community to manage and monitor their overall environment Support status.  They can submit and monitor cases, monitor the status of connected devices, track their Support contracts, download the critical HP firmware and patches required to keep their environments up-to-date and so much more.  With the Mobile Support application, they can do all of these things and more from their mobile devices, which means they don’t need to be tethered to the Data Center or a computer to interact with HP.  And another great thing is that customers get to decide how they want to engage with HP or one of HP’s authorized support providers via these tools and what information they want to share.  This choice is really important and is something our customers tell us they truly value. 

 

Blog 2: The Proactive Support Experience

 

Blog 3: The Connected Support Experience

 

UPDATE: Video from HP Discover - I review Always On Support in 9 minutes

 

The HP Always On Support pagehttp://www8.hp.com/us/en/business-services/it-services.html?compURI=1079286

 

 

 

Steve HP Work Photo 2.jpeg If you like this blog and are interested in hearing more ideas about the IT industry, IT services, and similar timely topics, please follow me on Twitter. My handle is @SteveKingatHP.

 

Steve King is WW VP of Competitive Sales for HP's Technology Services Organization.  He has 25 years of experience in the IT industry with an extensive background in Services and Sales.  Steve works with customers and HP teams on a worldwide basis to help them leverage the unique and comprehensive capabilities of HP to accomplish their business and IT objectives.  He is a frequent speaker at HP events as well as a recognized leader in developing HP's Sales talent. 

Comments
Wendy Aoki(anon) | ‎05-25-2012 01:14 AM

Hi Steve, I look forward to hearing the podcast you will be recording about the Always On Support Experience. Publish it soon!

328191 | ‎05-30-2012 07:10 PM

I found the Always On Support Experience and the 12 Points Customer Value podcasts very informative and well worth the listening time.   

Ed Walsh(anon) | ‎05-30-2012 09:30 PM

The podcast was well done and incorporates HP's New Vision on how to address our customers needs.  The Always On Support Experience is what our customer demand and expect of such a great company like HP.  It's up to all of us to communicate that to our customers and show them how HP and meet thier business needs.  It just takes a conversation to get the ball rolling. 

 

Thanks for the great information.

SteveKingatHP | ‎06-01-2012 09:07 PM

It's great to receive the positive feedback.  Hopefully the blog info helps de-buzz-word the 'great experience' term a bit.

Demon(anon) | ‎10-16-2012 09:01 AM

By taking help of IT support a conmany can concentrate on the heart of its business. IT support companies provides services in really economical way.....

 

IT Support West Midlands

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About the Author
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...
About the Author(s)
  • 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...
  • Mr_T? Yes, but in name only. No mohawk or gold chains. In real life I'm Jim Turner, a Master Technologist with HP's Integration and Technical Services team. I leverage my 27 years of system, storage, and networking experience to ensure optimal performance with Data Protector and StoreOnce technologies. Many times the source of a problem is not where it appears to be. A broader view of the landscape and a deeper knowledge of system internals are frequently required, and that's precisely what I deliver.
  • 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!
  • 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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