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

Proactive Care: Custom Support Experience for the DataCenter

charles_quesada| March 27, 2012
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Find out about the new Proactive Care service HP launched on March 4th.  It is definitely product you will like to find out the details, prior to acquiring a new contract for your devices, this service could adequately satisfy your needs

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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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Personalized, Proactive, Simplified: HP’s NEW Always On Support Portfolio

TS_Guest| March 16, 2012
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There comes a time when you have to stop and really look at the way you’re doing business.

It’s no longer appropriate to add a little here or take away a little there. The environment around you has evolved and changed so much that an entire re-think is the only smart way forward.  And that is exactly what we have done at HP over the last 18 months. We’ve gone back to the drawing board to examine, analyze and re-vitalize our service and support portfolio so that it better serves you.

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Tags: Always On Support from HP| Gen8| HP Insight Remote Support
Labels: HP Service Delivery| HP Service Support| HP Technology Services
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Reflections on HP’s Global Partner Conference 2012: ServiceONE Benefits for Partners and Customers

TS_Guest| March 12, 2012 - last edited March 14, 2012
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In my last blog-post, The Gen8 Difference for our Partners and Customers, I talked about some of the excitement generated at HP’s Global Partner Conference (GPC) around the new Gen8 products and services.  Today, I’d like to focus on our Technology Services Partners, and some key news we shared at GPC that impacts the way we do business together to deliver premier Services to all of our customers.

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Tags: Gen8| HP Insight Remote Support| HP ServiceONE
Labels: HP Global Partner Conference| HP Service Delivery| HP Service Support| HP Technology Services
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Reflections on HP Global Partner Conference 2012: The Gen8 Difference for Our Partners and Customers

TS_Guest| March 6, 2012
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It’s been a couple of weeks since I returned, thoroughly energized, from HP’s Global Partner Conference (GPC) 2012.  What an event! -- Over 3300 people attended, including 700 partners from the Americas, 310 partners from Europe and Africa, and 290 partners from Japan, Australia and Asia-Pacific countries.  We conducted over a thousand executive one-on-ones, and of those, 120 were focused on Technology Services. We also hosted 18 executive roundtables, with great feedback and important discussions with our many Partners who attended the conference.

Highlights from the conference included...

Reflections on HP’s Global Partner Conference 2012: The Gen8 Difference for Our Partners and Customers

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Tags: Gen8| HP Insight Remote Support| HP ServiceONE
Labels: HP Global Partner Conference| 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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