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A telling statistic: 7 of the top 8 Telco leaders choose HP Datacenter Care

Scott Weller is General Manager of HP WW Technology Services, Support line of business.  In this position his focus is on growth and margin expansion while continuing to evolve the Support portfolio to deliver industry-leading experiences for our customers and partners. Scott has over 25 years of product development and services experience with HP, as well as IBM, Xerox, Corning and the U.S. Department of Defense.  He received a Bachelor of Science in Physics from Houghton College and a Master of Science in Optics from the University of Rochester. He holds 5 patents and is a member of the HP Labs Software and Services Board.

It’s a fact that seven of the top eight leaders in the Telco industry have chosen HP Datacenter Care service for the flexibility they need to meet today's IT and business challenges. These customers are finding that this service delivers great value, helping them reduce complexity, risk, time, and cost. Many say that one of the most valuable features of HP Datacenter Care is the Primary Service Provider (PSP) that provides cost-effective, tailored support solutions for their complex  heterogeneous/multivendor data centers. This approach conquers the complexity, provides a single point of accountability to deal with interoperability issues, and offers a simplified, lower-cost support approach to address multivendor environments. It was PSP that recently allowed us to create the best support solution for a Fortune 500 Telco equipment company.

Multiple vendors. Multiple challenges.
The customer’s environment included technology from Oracle/Sun, Microsoft, VMware, Cisco, and EMC, in addition to HP.  These were found in technology assets ranging from Unix RISC servers, X86 servers, storage and networking to  operating systems, middleware, and applications. Having multiple vendors multiplied the complexity involved in getting support, especially in terms of effective trouble-shooting and problem isolation. It was also a challenge to make sure all similar assets were covered at the same or similar levels across all vendors.  

The customer contacted HP and asked us to propose a multivendor support solution that could help them:

  • Improve time to resolve issues
  • Increase agility and ability to react faster to changes in the business
  • Enhance reliability of the environment through proactive improvements
  • Reduce infrastructure operations costs
  • Consolidate/replace support vendors, simplifying their vendor relationships
  • Improve network operations


HP responded with the Primary Service Provider option available with HP Datacenter Care. PSP’s modular and flexible design made it possible for HP to easily tailor a support solution that fit the customer’s specific business requirements. It allowed the customer to choose the reactive support levels for each multivendor device to address their specific SLA requirements. They were also able to choose the exact proactive services they needed to be delivered at the frequency they needed it, based on the criticality of each component of their IT infrastructure. This feature alone allowed tehm to save money, while ensuring that compoents were covered by the right level of support.

Multiple results
HP Datacenter Care has already made a measurable difference in terms of reducing costs and complexity in the customer’s IT environment. Time to resolution has been reduced. Reliability and availability are both up. Expert, responsive support is available from a single source. The customer has also been able to dramatically reduce the time employees spend on routine maintenance work to give them time to work on innovation for the business.

The findings above are part of a recent TechValidate survey conducted to evaluate the use and effectiveness of HP Datacenter Care within a set of approximately 120 customers.  You can access the survey at: http://www.techvalidate.com/product-research/hp-datacenter-care-services.  I’ll discuss additional case studies in Telco and other industries in upcoming blogs.     

- Scott Weller

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