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“Where do you guys come up with these things?” – Part 3, HP Proactive Care

Mike Cronin is Vice President, Technology Services (TS) Support, for the Americas Enterprise Group.  He has an extensive background in the services business and has been instrumental in driving the overall growth and profitability of the TS business over the past ten years.  Prior to joining HP in 1989, Mike worked at Apollo Computer, Wang Laboratories and Compugraphic Corporation. He holds an MBA in Finance from Bentley College and a Bachelor of Science in Marketing from Merrimack College.

Sometimes, it’s best to start the development of a new service at the end.  By that, I mean to first take a look at what should happen in a specific circumstance, and then work backwards to create a service that will make sure what is supposed to happen actually does happen. That’s pretty much what we did with HP Proactive Care, the third in the “Care” portfolio of services.

We imagined we were one of our customers in a high-risk situation. A business critical application was down, and downtime costs were going up with every passing minute. We asked ourselves:  “What would we want to have happen?”  

The answer was pretty easy.  We would want to:

  1. Quickly reach high-level support resources
  2. Deal with technology experts
  3. Have a single resource who would stay with our issue until it was resolved
  4. Have the situation escalated quickly if needed
  5. Get the damned thing fixed!  NOW!


And if we were honest about what we really, really wanted, we’d ask for someone to find a way so that this issue … and any other one that would cause unplanned downtime, could be identified and fixed BEFORE any downtime happened.  (By the way, this list also matched what our customers told us they wanted.)

Price? It should definitely be in line with what x86 support should cost, but this wouldn’t be a real deal-breaker. Flexibility? It would be good to be able to match the level of service/response with the level of need. But when it came right down to it, #5 in the list above was what mattered most.      

Making #5 #1
Taking all of this into consideration, we included the fastest and best reactive support capabilities in our new HP Proactive Care service, including access to:  

  • The HP Advanced Solution Center and its proven problem-solving capabilities
  • One point of contact with a Technical Solution Specialist (TSS) who manages problems from start to finish. The TSS has a broad level of technical specialist knowledge and can leverage additional expertise as needed from our solution centers. The TSS can also use our technical problem escalation processes and collaborate with independent software vendor (ISV) partners to provide fast problem resolution
  • Support for hardware and software with a single phone call


HP Proactive Care offers three choices of coverage windows and response times to match your requirements. And its price is consistent with what you’d expect for x86 support. As a result, you spend less time coordinating and managing problems, while resolving them quickly. #5 = done!

Making #5 #2
But we were also aware that preventing problems/issues was rated much higher than fixing them. So we included a strong proactive component in Proactive Care that can make “fixing” less frequent, if not totally unnecessary. This  includes a Technical Account Manager (TAM) in the Advanced Solution Center who provides proactive management advice through periodic communication of update recommendations and reports. With Proactive Care, you also receive quarterly case-history reporting, plus twice-a-year proactive scan reports that help you identify issues and explore recommended corrections or improvements.

Want even a more personalized proactive approach?  Select the Personal Care Option that provides the services of an assigned, on-site Account Support Manager. You are also strongly encouraged to install and enable the FREE Proactive Insight Remote Support software that constantly gives you valuable insights into what’s happening in and with your IT environment.

These proactive capabilities mean that #5 really takes a back seat, because there’s no need to fix issues that no longer exist … is there?    

#1 for x86 support
HP Proactive Care has been designed specifically to support x86 environments that are now taking on new and more important roles within the enterprise. It helps x86 assets deliver better performance, greater reliability, and enhanced productivity. So it’s not surprising that its popularity has skyrocketed in the two short years it has been available and is now our top service for x86. Read more about it on the Proactive Care page on hp.com. And look for my next blog on another service in the “Care” portfolio:  HP Datacenter Care.    

- Mike Cronin

 

NOTE: The first blog in the series about the new HP “Care” portfolio is available here. The second that discusses HP Foundation Care is available here.   

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  • I’m a Global Strategist, a certified (PMI) Project Manager, specializing in business to IT alignment, agility consulting, Infrastructure Transformation and Strategic Architecture for Big Data, Mobility, Private Cloud, Unified Communications and Collaboration. I drive the strategy, vision and content of strategic consulting services in the Big Data IT Infrastructure services area at HP. As part of this, I meet with senior level customers to understand their challenges, conduct workshops to determine future vision and roadmaps as well as presenting at industry and analyst events.
  • Andre is a Principal Solutions Architect specialising in enterprise infrastructure consulting with particular focus on enterprise storage, server virtualisation, cloud computing, and IT to Business translation. Andre also holds various University degree's in Information Technology and Business and Administration majoring in Strategic and Organisational Management
  • Craig Partridge is the WW strategy lead for HP Technology Services Networking group. His role now covers strategy for consulting, professional and support services. The major areas of focus are Mobility, UC, Cloud Networking and IPv6. All aligned to core HP networking solutions - simplified, secure, optimized and available.
  • Don has held roles with the business and marketing of consulting for HP. Currently he supports HP's Client and Microsoft Solutions and the emerging Mobility Consulting services. He holds a MBA from UCLA's Anderson School.
  • Over 12 years of consulting, new technology services development and marketing experience covering data center, IT infrastructure, cloud technology domains. Hande holds a M.B.A degree from Bentley College, MA.
  • Having joined HP in 2003 Ian Jagger is the world-wide marketing and program manager for HP Technology Consulting's Strategic Consulting Services, Critical Facilities Services and Energy and Sustainability Management Services, as well as emerging IT services Prior to his current role, he served as the HP Services Marketing Manager for Central and Eastern Europe, Middle East and Africa, having joined HP in a similar role in the Middle East. Prior to HP Jagger had a 15 year international sales career, culminating in being Sales and Marketing Director for Steelcase Inc addressing Northern Europe before focusing more specifically on marketing. His initial focus was consultancy and interim marketing management, primarily for small to mid-sized customers based or looking to expand in the Middle Eastern region. Immediately prior to joining HP he was a strategic marketing consultant addressing investment targets for a technology fund. Born in Rochdale, United Kingdom, Jagger holds an honors bachelor of science degree in economics and a degree in social psychology from Loughborough University, England. He also holds a Masters Diploma in Marketing from the Chartered Institute of Marketing, is a Member of the Chartered Institute of Marketing and a Chartered Marketer. He has one daughter and lives in Cary, North Carolina.
  • Jeff Enters works in the HP Technology Services Networking organization and consults with customers on their IT strategies. He has over 20 years of consulting, design and integration experience in multi-vendor Voice and Data environments.
  • Editor and writer with 12+ years experience in the corporate software and technology sectors.
  • Jordan Lee has over twenty years of consulting and industry experience, helping some of the world’s largest firms craft and implement their business and IT strategies. His priority is to advise Hewlett-Packard clients how to best prepare for and take full advantage of the dramatic shifts in the IT economy taking place today. Over his career, Mr. Lee has held executive positions both in industry and consulting organizations, where he has provided consulting to some of the largest firms in the US. Over the years, he has helped his clients redesign business processes and organizations, and implement strategic IT programs around ERP, System Integration, Business Intelligence, and IT Infrastructure.
  • Jordan owns the worldwide mobility portfolio for TS Network Consulting and is a OneHP Mobility ambassador. His expertise centers on mobility strategy, client and applications virtualization and enterprise mobility management technologies.
  • Eduardo Zepeda, WW TS Social Media Program Manager & Internal Communications for WW Technology Services Blogging on behalf of HP Technology Services (TS_Guest)
  • Ken Larson has over 30 years of experience in Information Technology aligning business to technology. As an Enterprise Architect, he has delivered many successful architecture related services across business and government sectors in manufacturing, insurance, banking, oil, utilities, US state and federal governments. He is certified in TOGAF and IT Service Management.
  • Laura Cunningham is a CPA and business consultant with HP Technology Services Consulting. She helps CIOs and their teams bridge the gap between what the CIO wants and what the CFO requires by building a comprehensive business case that can withstand financial scrutiny.
  • I am on the WW Cloud and Big Data Solutions Team. I help our customers adopt HP advanced solutions that are made up of products and services from across HP. I have over 30 years experience in the technology business including 17 years of business ownership.
  • Broad mix of experiences developed in more than 20 years of technology-driven innovation. Fascinated by changes triggered by mix of behavior, needs and technology. Bachelor in Theoretical Physics.
  • Working for EMEA TS Consulting, I am a Specialist in end to end management of customer data, from creation through consumption, to protection and preservation and ultimately (controlled) destruction. This includes, host, connectivity, storage, data protection and backup and archive, from a technical and more importantly, operational perspective. I have worked in the storage and data management industry for over 15 years, on both sides of the desk, as a customer and now as a consultant.
  • Patrick Lownds is a Senior Technology Consultant and is involved in designing and delivering both Client Virtualization and Cloud Computing solutions in the datacenter. Patrick co-authored “Mastering Hyper-V Deployment
  • I've been working in HP since 2007 like IT agent, developer, Web designer and then like Web Project Manager
  • I help clients use service management to create business value for themselves and their customers. I am a senior ITIL examiner and I have written many ITIL books and pocket guides. Find out more at http://uk.linkedin.com/pub/dir/Stuart/Rance or Follow me on Twitter @StuartRance
  • I’m a Global Chief Engineer certified Exchange Architect and Master (MCA and MCM), specializing in Messaging, Mobility, Private Cloud, Unified Communications and Collaboration. This relates to all work to coordinate sales, pursuit and delivery readiness in all services that relate to HP's portfolio around Microsoft Exchange. Includes internal readiness as well as external events, analyst briefings. With 25+ year’s experience in the industry. Thomas has been involved with Microsoft products since 1993. Specialties: - Architecting complex public and private Cloud solutions for Exchange, SharePoint and Lync in standard, dedicated or hybrid scenarios. - Lead the HP specialists team unit to win and acheive our business targets and budget - Drive HP's Exchange Services for Private Cloud - Working with partners, vendors and internal teams to align, expand and grow HP's strategy.
  • Tim Swiader has twenty plus years in the Information Technology industry. He has worked primarily with the fortune 100 and legacy carriers transforming their applications, networks and data center facilities.
  • 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.
  • Tari is a Distinguished Technologist with 30 years of IT and cyber security experience. He is dual board certified in information security/business continuity and is responsible for a wide range of management and technology consulting services encompassing information security, disaster recovery, privacy, and risk management. His problem-solving skills, knowledge of various technology platforms, compliance statutes, industries, as well as his experience in deploying defense-in-depth and InfoSec Program solution architectures is commonly applied when advising CIOs/CISOs as well as leveraged in numerous HP client engagements throughout the world. Tari has designed, built, and managed some of the world’s largest InfoSec programs allowing them to defend against even the most aggressive attackers.
  • I provide technical consulting services at all phases including analysis, planning, design and implementation. I have a wide range of experience in WAN and LAN technologies, as well as providing security solutions and deploying operating system infrastructure. Besides working directly with clients to deploy technology in their data centers, I also find myself architecting or discussing solutions with a business’s chief information officer, helping to lay out a roadmap for the coming years.
  • Bill is the Principal Data Center Energy Technologist for HP Technology Services. Kosik is a licensed professional engineer, LEED Accredited Professional, a Certified Energy Manager, and a Building Energy Modeling Professional. He is responsible for research and implementation of sustainable, energy-efficient, and environmentally responsible design strategies for data centers. He is currently a subject matter expert for the USGBC on the new LEED Data Centers, the EPA/DOE on unification of energy metrics, and the Green Grid on responding to the EPA’s Energy Star for Data Centers program. He has an engineering degree from the University of Illinois at Urbana-Champaign.


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