BriefingsDirect by Dana Gardner
Showing results for 
Search instead for 
Do you mean 

HP engineers support to better target multi-vendor, cloud environments

Dana Gardner (Dana_Gardner) on ‎03-15-2012 07:47 AM

In a move to help enterprises address problems before they arise, HP this week rolled out IT support services architected for modern IT infrastructures.

Dubbed HP Always On Support, the new services integrate tech built into the HP Converged Infrastructure with services to help enterprises realize 95 percent first-time resolution rates and hasten the restoration of system interruptions. [Disclosure: HP is a sponsor of BriefingsDirect podcasts.]

HP is taking a different approach from the break/fix model that legacy support services offer for individual pieces of equipment in technology silos. With Always On Support Services, HP is acknowledging the new data center paradigm: virtualized, multivendor and clouds with interdependencies across the IT infrastructure.

With HP Always On Support Services, the tech giant said it is taking a proactive stance, which includes providing a single point of contact for problem resolution -- problems that could otherwise lead to downtime the firm estimates costs average enterprises $10 million an hour.

Move to innovation

“Organizations can’t survive in today’s business climate without shifting time and resources from problem resolution to innovation,” says Antonio Neri, senior vice president and general manager of HP’s Technology Services group. “The traditional reactive IT support model is no longer effective -- the industry needs to change the way it delivers support to offer proactive solutions and customized service offerings -- and HP is leading that charge.”

Here’s an example of HP Always On Support Services in action: The service continuously monitors the 1,600 diagnostic data points HP ProActive Insight architecture collects. (This architecture is embedded in HP ProLiant Gen8 servers and is soon to be integrated across the HP Converged Infrastructure.)

Through its HP Foundation Care feature, HP Always On offers direct communication with an expert who already knows the client, the details of the client’s environment, and what the client’s system is experiencing. By leveraging relationships with leading independent software vendors (ISVs), HP promises to expedite problem resolution and eliminate the finger pointing typical of legacy support models.

Meanwhile, HP Proactive Care works to minimize downtime and optimize performance by addressing problems before they occur. HP Datacenter Care offers customized support for a client’s multivendor environment with a single point of contact at HP. Finally, HP Lifecycle Event Services work to augment the HP Care portfolio with HP expertise throughout the technology life cycle for client’s IT projects, including strategy, design, implementation and education services, allowing clients to select services a la carte.

BriefingsDirect contributor Jennifer LeClaire provided editorial assistance and research on this post. She can be reached at and

You may also be interested in:

About the Author


Dana Gardner is president and principal analyst at Interarbor Solutions, an enterprise IT analysis, market research, and consulting firm. Gardner, a leading identifier of software and cloud productivity trends and new IT business growth opportunities, honed his skills and refined his insights as an industry analyst, pundit, and news editor covering the emerging software development and enterprise infrastructure arenas for the last 18 years. Gardner tracks and analyzes a critical set of enterprise software technologies and business development issues: Cloud computing, SOA, business process management, business intelligence, next-generation data centers, and application lifecycle optimization. His specific interests include Enterprise 2.0 and social media, cloud standards and security, as well as integrated marketing technologies and techniques. Gardner is a former senior analyst at Yankee Group and Aberdeen Group, and a former editor-at-large and founding online news editor at InfoWorld. He is a former news editor at IDG News Service, Digital News & Review, and Design News.

Leave a Comment

We encourage you to share your comments on this post. Comments are moderated and will be reviewed
and posted as promptly as possible during regular business hours

To ensure your comment is published, be sure to follow the Community Guidelines.

Be sure to enter a unique name. You can't reuse a name that's already in use.
Be sure to enter a unique email address. You can't reuse an email address that's already in use.
Type the characters you see in the picture above.Type the words you hear.
1-3 December 2015
Discover 2015 London
Discover 2015 in London, the ultimate showcase technology event for business and IT professionals to learn, connect, and grow.
Read more
November 2015
Software Online Expert Days
Join us online to talk directly with our Software experts.
Read more
View all