Displaying articles for: 05-27-2012 - 06-02-2012
The Tinker Twins address customers’ top eight support issues. In this article, issues 5 through 3 are discussed.
We are all at the time of year when we take vacation to get away from it all. It’s nice not worrying about work, fixing something at home, and the occasional ‘fire drill’. Being in IT, you are probably familiar with those fire drills, when you get a call in the middle of the night or on the weekend that there is a problem with a server, a software issue, or worse, that the environment is experiencing downtime.
HP can help you enjoy your vacation and not worry about fire drills with the Always on Support Services portfolio.
As promised earlier, this post will begin a series on how we use the data from various collection tools here in HP support to diagnose problems on your servers.
Since the majority of the cases I handle involve VMware, I will start with the VMware ESXi diagnostic bundle.
2 – The Proactive Support Experience
In my last blog I explained that here at HP we use the terms Personalized, Proactive and Connected to describe our Always On Support experience – and I defined what Personalized really means and why it matters to our Support customers. Today, I’ll be sharing the second of the three pillars of the optimal customer experience.
I would like to share a few techniques that I believe will contribute to a more effective personal and professional communication process.
My name is Jim Evans and I work for HP Services as a global services alliances manager … came to HP via the acquisitions and mergers (Digital/Compaq/HP) … a true techie (computer science/artificial intelligence at MIT and 35 years in the IT industry) … working with Microsoft, Oracle, SAP, Red Hat, Novell, and VMware among others … consulting with HP service product groups … TSANet … work theme of collaboration with other industry vendors in support of mutual customers … (more)