HP Revolutionizes Enterprise Customer Support for the Cloud Era

HP announced the industry’s first IT support services architected for multivendor, converged and cloud environments, helping enterprises address problems before they occur, realize 95-percent first-time resolution rates and resolve unplanned downtime by 66 percent. The new Always On Support Services integrate the intelligent technologies built into the HP Converged Infrastructure with innovative services to deliver a modern support experience for today’s complex IT environments.

Legacy support services offer a break/fix model for an individual piece of equipment in a single technology silo. However that equipment is likely part of a virtualized, multivendor or cloud environment with interdependencies across the IT infrastructure, adding a level of complexity to operations. Diagnosing problems in these environments can be slow, leading to unplanned downtime that can cost the average enterprise $10 million per hour. As a result, today’s enterprises need a new outlook regarding support. According to a recent Gartner report, the definition of support is changing. Customers want and need support services that help them to avoid issues occurring far more than they need reactive services that fix problems after the fact.