HP reaching out to IT with proactive support services

Summary:HP's Always On Support Services are designed to be "proactive" options to resolve IT problems before they even happen.

Hewlett-Packard has unveiled what it boasts as the industry’s first support portfolio developed to meet the demands of today’s multi-vendor, virtualized and cloud environments.

Dubbed as Always On Support Services, these tools can be applied within IT departments at companies of all sizes, but they're really targeted to those on the enterprise level, in particular.

The overall goals are to improve first-time resolution rates and performance while reducing downtime. With these services, HP is promising up to 95 percent first-time resolution rates and resolving unplanned downtime occurrences up to 66 percent faster.

Flynn Maloy, director of worldwide marketing for technology services at HP, explained that the Always On Support Services are really meant to be "proactive" options to resolve IT problems before they even happen.

Part of the motivation behind offering these services is that to see what customers need in a modern and very complex IT environment. Maloy pointed out that during HP's Discover event last year, the most attended breakout session wasn't about cloud computing or service oriented architecture, but about patch management.

That doesn't mean the cloud isn't involved here. For example, HP's recently unveiled ProLiant Gen8 Servers for enterprise customers, touted to "redefine...data center operations in the cloud era," were designed with the Always On Support Services suite in mind.

Some of the other amenities included with Always On promote a single point of contact at HP to simplify matters for customers.

Foundation Care is supposed to speed up resolving performance problems by simplifying support with a single point of contact at HP for both hardware and software in the client’s environment, while Datacenter care offers customized support for multi-vendor environments.

HP's Always On Support Services are available now via HP Technology Services and HP authorized partners.

Related:

Topics: CXO, Hewlett-Packard

About

Rachel King is a staff writer for CBS Interactive based in San Francisco, covering business and enterprise technology for ZDNet, CNET and SmartPlanet. She has previously worked for The Business Insider, FastCompany.com, CNN's San Francisco bureau and the U.S. Department of State. Rachel has also written for MainStreet.com, Irish Americ... Full Bio

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