Meet the next generation of IT support services: HPE unveils 4 new offerings

[ServicesExperts]

HPE is redefining operational support with innovative services that remove complexity and help you respond quickly to business demands.

By Lynn Nguyen, Product Marketing Manager, HPE Pointnext Services

The world of hybrid IT continues to evolve at an extraordinary pace, putting new pressures on IT teams. Fortunately, the operational support services available to help them thrive are evolving quickly, too.

This week HPE announced four upcoming offerings designed to simplify and streamline operations, drive efficiency, and enable IT resources to focus on driving business outcomes:

HPE Pointnext Expert on Demand. If you have HPE Pointnext Complete Care or HPE Pointnext Tech Care in place, you’re well aware of how these services deliver accelerated time to resolution, help you manage day-to-day IT operational tasks, and free up your staffers to drive business innovation.

But it’s hard to predict, when you’re setting up any kind of support services contract, exactly what kind of challenges you’ll need to cover. There may be times when you need a little extra help that falls outside of the contract. Let’s say you have a sudden short-term staff shortage that you need to handle. Or you want to bring some systems back on line quickly after a power failure. The world of hybrid IT moves fast, and you may need assistance with a wide variety of events, scheduled as well as unscheduled.

Wouldn’t it be great if you could call on expert help from HPE in those cases? Well now you can. HPE Pointnext Expert on Demand gives you direct access to HPE technical experts for consultative support, guidance and advice, as and when you need it to supplement your in-house knowledge. It provides on-demand access to short-duration consultation services, delivering:

• Deep expertise. Outcomes are enabled and executed by our highly skilled engineers and technology experts leveraging a vast range of skill sets, extensive experience, and knowledge of best practices.
• Flexibility. Unlike typical support arrangements, there is no fixed and predefined set of deliverables. Instead, each offer is tailored to your needs with a time-bound and resource-oriented solution that can be pro-active or re-active. Our dedicated team leads work with you to determine the duration, level of resource expertise, and availability required to perform the activity. Then we assign an HPE technical expert to engage with you and deliver the service.
• Cost-effective guidance. You pay only for the deliverables you choose. HPE Pointnext Expert on Demand gives you the confidence of knowing that you can “consume” HPE expertise and obtain the outcomes you need, without knowing in advance what challenges you might run into.

HPE Pointnext Expert on Demand is available as a standalone service purchased through HPE Service Credits; alternatively, you can add HPE Pointnext Expert on Demand days to any HPE support contract.

Learn more about HPE Pointnext Expert on Demand.

HPE Pointnext Complete Care for Secure Locations. HPE Pointnext Complete Care is a holistic, personalized support service for your entire IT environment, from edge to cloud. HPE recognizes that some organizations – government agencies, for example – have advanced security requirements. They may have restrictions on physical access and connectivity, as well as specific security measures on electronic or verbal communication related to these sites.

To encompass those requirements and deliver the full HPE Pointnext Complete Care experience for these customers, we offer HPE Pointnext Complete Care for Secure Locations. It’s an optional extension of HPE Pointnext Complete Care. The service is highly configurable depending on your needs, but the highlights include:

• Security Management. The HPE assigned account team, involving an HPE security officer as needed, will put in place the clearance/authorization process for the HPE personnel involved in interactions with your organization, and we maintain this clearance level for the duration of the contract. We validate the processes in the Secure Service Implementation (see next bullet point). If needed, we will initiate and maintain a security assurance plan for the duration of the contract.
• Secure Service Implementation. HPE’s service implementation manager works to ensure that your security requirement are met, in consultation with the HPE security and compliance office as needed. The setup may include actions to address, for example, parts logistics; site access process and credentials; and data management within HPE systems.
• Secure Service Desk. This can be in-country or across a set of countries, depending on your needs. This team of HPE authorized representatives with the appropriate clearance interacts with the rest of HPE, engaging additional technical specialists as needed and managing on-site intervention for remediation.

HPE Pointnext Complete Care for Secure Locations will be available in early 2023. In the meantime, please refer to the HPE Pointnext Complete Care homepage for future announcements.

HPE Storage Firmware Service. Keeping up with firmware revisions and performing the necessary updates is important for getting the best performance and value from your HPE storage assets. But performing these tasks place demands on IT staffers’ time, and it often means purchasing unique services multiple times a year. To simplify your firmware operations, HPE now offers firmware services in a subscription model in contracts of up to one year. The HPE Storage Firmware Service consists of two modules:

• Firmware analysis module: Our specialist helps you evaluate the compatibility of selected non-HPE products in your IT environment with the HPE product for which this service is purchased. Then we create a firmware analysis report that includes information about whether the current firmware revisions are still supported by HPE or if there are later revisions available, and the appropriate updates needed.
• Firmware implementation module: The HPE specialist creates an implementation plan, working with you to determine scheduling and implementation to minimize disruption to your business, and performs the updates for you.

Explore HPE Storage Firmware Service.

The HPE Next-Gen Compute Support Experience. This week we announced HPE ProLiant Gen11, compute engineered for your hybrid world with a cloud operating experience, built-in security, and optimized performance for your workloads. Aligning closely with that breakthrough, the Next-Gen Compute Support Experience enhances the digital customer experience with new capabilities in the HPE Support Center, including:

• Shared groups: Customers can create personalized groups of related contracts and products so they can easily share cases, tasks, and alerts with their peers, HPE Authorized Partners, and HPE account teams.
• Digital insights dashboards: Interactive dashboards deliver views of incidents, entitlements, assets and software version management. Customers can gain actionable insights about their environment and their support cases.

For more information, refer to the HPE Support Center Homepage

Learn more about HPE Operational Support Services and how we remove complexity and help you respond quickly to business demands.

Lynn Nguyen is a Product Marketing Manager for HPE Pointnext Services, responsible for developing marketing plans and supporting new services for the Operational Services portfolio. Lynn joined HPE in 2022 as an intern during her senior year at Colorado State University and has recently joined HPE as a full-time team member in the Pointnext Marketing Team. Contact Lynn on LinkedIn: Lynn Nguyen.

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