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"What if Machines Could Tweet?" Part 2: An interview with Antonio Neri

Neri_Aug11__HR.jpgAt Discover 2013 in Las Vegas earlier this summer, audiences gave HP Technology Services Senior Vice President and General Manager, Antonio Neri a very positive response to his Innovation Theatre presentation, “What if machines could tweet?”  


We continue with Part 2 of this interview which focuses on his views about  HP Proactive Support, as well as the continuing evolution of support for the new style of IT.


Q:  HP Technology Services has already started to raise the industry bar with HP Proactive Services and the Technology Services and Support portfolio. With your creative outlook -- what do you think the next innovations might be?


Antonio:  We are now more focused on what I call the automation of processes.  As we look forward, particularly with the journey to the cloud, we know that we are going to have to develop more pre-emptive types of services. We’re going to use analytics to drive the next level of portfolio and delivery capabilities that we need. This is going to take time, but HP has the intellectual capital and technology assets to be able to accomplish this.


If you think about it, consulting plays a huge role as we look to the future. Customers need advisory services to enable them to transform their businesses via IT. They also require managed services, and our consulting team is uniquely equipped with the technical background and experience to facilitate this transformation. Our support team plays a very significant role, as well, as we move from the reactive to proactive services.  The next logical question then is How do we move from a proactive to preventative approach in our customers’ IT environments? 


Q:  In the past you have talked about how we’re translating our intellectual capital to make this vision approachable in the same kinds of ways we use social media outlets. Can you explain how this will create a very personalized support experience for our customers?


Antonio:  Think about it.  One could build a unique social platform for a specific IT environment. Let’s say you are our client and we have enabled your product to be able to communicate with your newly converged infrastructure. When those kinds of communications are deployed inside the datacenter, you instantly know about things like status or code revisions -- that can know when to automatically update simply because of the shared messaging between machines. We can’t forget security, though, that might drive a certain kind of on-premise type of social platform, allowing the right people to be able to intervene when necessary.


So -- using social media as a way and means allows us to integrate technologies and people in ways we haven’t been able to in the past.


Q: It truly is a very exciting time to be involved in the IT industry. Do you have any closing thoughts about the future and how we’re taking it forward to help customers move to the New Style of IT?


Antonio:  You are right, it is a very exciting time in the IT industry, and I am very excited to beleading an organization with the strengths and capabilities of HP Technology Services. Many of the services and support engagements that we deliver to our customers have a major impact on businesses, in local communities – or even on the world stage.

We have some of the industries most talented IT professionals who work diligently every day to deliver the best support experience in the industry. Our people solve real customer problems and help to make our customers’ businesses run effectively and efficiently from both cost and resource perspectives.


I think the opportunities that lie ahead for market innovation and customer success are limitless. 


Conclusion: Thank you, Antonio, for sharing your unique perspective on the future of IT services and support. 

We’ll be speaking with Antonio in the coming months about other exciting developments from HP Technology Services.


You can view his complete Discover 2013 Innovation Theatre presentation (video) here:


You can also review supporting slides for Antonio’s presentation:

What if machines could tweet? Future support experiences for the new style of IT


 Listen to Antonio talk about the next generation of IT support (podcast) - download here or listen below.


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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

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