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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.

Why Support In Multi-Vendor Environments Is Hard

MrCollaboration| June 12, 2012
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Customers acquire hardware and software from multiple vendors and integrate them, often with the assistance of consultants and/or system integrators, into systems that support their business - all the way from phones and PCs to mission critical data center servers.   Multi-vendor support is hard and collaboration is one of the keys to making those complex systems work as intended.  But what is it about these multi-vendor systems that make them more difficult to support?  MrCollaboration lists some of the major reasons he sees – Change, Knowledge, Coopetition and Communication. 

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Tags: Collaborative Support from HP| MrCollaboration| TSAnet
Labels: Collaboration Conversation| collaborative support| multi-vendor services| multivendor support
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What Could Go Wrong?

MrCollaboration| June 5, 2012
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Today’s computer systems are marvels of engineering.  What could possibly go wrong?  Plenty.  MrCollaboration reviews the problems that can confront the operation of multi-vendor computer systems concluding that it's a wonder that these systems work as welll as they do.

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Tags: Collaborative Support from HP| MrCollaboration| TSAnet
Labels: Collaboration Conversation| collaborative support| multi-vendor services| multivendor support
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Who I Am and What I Do at HP (or Why Would You Want to Read a Blog by Jim Evans?)

MrCollaboration| May 29, 2012
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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)

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Tags: Collaborative Support from HP| MrCollaboration| TSAnet
Labels: Collaboration Conversation| collaborative support| multi-vendor services| multivendor support
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FCOE, Data corruption, server will not boot, business is offline.

GregTinker| May 22, 2012
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2:37 AM –The Chief Technology Officer along with other executives have their pagers, cells, and home telephones light up.  On the other end of the line is the data center manager. The manager begins to explain, frantically, that the business is offline and there is no ETA on a fix.

 

Sounds like the making of a good novel, right?  Just imagine data integrity, OS’s unable to boot, hundreds if not thousands of Virtual Servers and Desktops impacted by a physical layer outage.  Not just a single point of failure – but all redundancy rendered useless due to the failure mode.  Data Integrity, servers offline, business unit crippled—to have any one of these issues would yield a bad day; however, having all of them at the same time is indeed a nightmare.  As I am sure most of you have heard at one time or another Murphy’s law– What can go wrong, will go wrong—so ask yourself if you need a higher level of support?

…

 

Read on, I think you will like this one.

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Tags: FCoE| LUN masking| multivendor support
Labels: FCoE| LUN masking| multivendor support
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Introduction – Collaboration Conversation

MrCollaboration| May 22, 2012
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It’s a fact of life for consumers of IT products and services that computer systems with hardware and software from multiple vendors are the norm; single vendor solutions are rare if not almost non-existent.  More often than not, customers buy support contracts from each IT vendor that provides a piece of their solution -- and they expect their IT vendors to compete vigorously on the construction of solutions to their problems.  For support of those solutions, a frequent approach has been for customers to coordinate their overall support – particularly when there are integration or interoperability issues… (more)

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Tags: Collaborative Support from HP| MrCollaboration| TSAnet
Labels: Collaboration Conversation| collaborative support| multi-vendor services| multivendor support
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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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