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HP Datacenter Care: New approach. Impressive results.

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.

Over a year ago, we introduced HP Datacenter Care.  We were confident that this new service would be a success for a number of reasons, not the least of which is that it addresses the key pain points our customers told us they had in operating and evolving their IT.   

Out with the old  
There were other reasons as well, including the rapid evolution of technology and the role it plays in today’s organizations. The move to converged infrastructure, industry standards and virtualization are opening up new opportunities for companies of all types and sizes. So is the emergence of the Cloud and the development of software-defined everything. But they are also creating additional challenges - increased complexity, sprawl, and the need to continually evolve the infrastructure to realize the benefits of better agility and cost for the business. Today’s customers need services – and services vendors - that are flexible enough to adapt quickly to help them respond to the challenges and capitalize on business opportunities, no matter how rapidly they change and evolve.  

So HP set out to build services that offered exactly what was needed - greater flexibility, simplicity, responsiveness, plus a stronger personal touch than ever before.  HP Datacenter Care was one of the results. To make sure we achieved our goals, we began working with TechValidate to evaluate the use and effectiveness of this new service with a set of over 120 customers.  

Inquiring minds want to know
One of the main reasons we asked TechValidate to focus on HP Datacenter Care service is because it is HP’s most flexible and comprehensive support offering. It starts with a core set of deliverables and allows customers to add additional support capabilities as needed. It even includes a Flexible Capacity component that lets customers pay only for what they use.  

The overall results of the survey were very positive. They showed that Datacenter Care was used to effectively support the full range of technology assets – from x86 servers to middleware, databases, storage, networking and more.  As reported by customers, the service demonstrated its ability to:

  • Resolve issues faster
  • Make more informed decisions on infrastructure deployment choices    
  • Increase agility, as defined by the ability to react faster to changes in the business
  • Take people off of routine work, freeing them to work on innovation for the business    
  • Increase reliability of the environment through proactive improvements    
  • Reduce infrastructure operations costs    
  • Consolidate or replace support vendors, plus simplify vendor relationships    
  • Improve network operations    
  • Improve operations through greater access to support/IT expertise    

 
In other words, in actual, real-world situations, HP Datacenter Care is doing exactly what we hoped and thought it would do – meet the support service needs of customers whose business viability and success depend on a smooth functioning IT engine.

In the next few blogs, I will focus on the case studies that came out of the TechValidate survey to show what specific benefits the service is delivering and for whom.  Included will be large enterprises in Telecommunications, Financial Services, Aerospace, Transportation, Technology, Government and more.

It all goes to show you can’t go wrong when you listen to customers and then respond with services like HP Datacenter Care that are geared to their realities and needs.   

- Scott Weller

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