HP Introduces Its Modernized Customer Support Services


Bangalore: HP today announced its new modernized IT support services in an effort to help enterprises address problems they encounter, these services are architected for multivendor, converged and cloud environments.

These support services are intended to address today’s complex IT environment issues with the help of innovative services that deliver a modern support experience.

Howard Bowland, Vice President and General Manager, Technology Services Support, HP Asia-Pacific & Japan, briefed about the new services and differentiated between the ‘Old world support vs New world Support’ citing an example he said that in the old world support there was limited support/ lock-in, whereas in the new world support, HP delivers support services not just for hardware but for integrated platforms aswel, “HP delivers revolutionary support in a changing IT world” he added further.

As per 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.

According to Rob Addy, research director, Gartner “Technology advances such as virtualization and flexible infrastructures are combining with multivendor environments to create complexity and make today’s technology environments much more challenging than in the past. As a result, customers need and expect more from their support providers, legacy support models are becoming less relevant. It is time for a complete overhaul of support practices. The use of predictive and proactive prevention based methodologies is now highly desirable.”

Always On Support Services from HP provide “direct to expert” communication with a professional who already knows the client, the details of the client’s environment and what the client’s system is experiencing prior to the first call.

Tirthankar Banerjee, Director, Technology Support Services, HP India said that “now is the right time to introduce HP customer support services since technology shift is happening wherein complexity is increasing at the backend.”

“Enterprises need to be built on a technology foundation that helps IT shift time and resources from problem resolution to innovation” he further added. “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.”

Always On Support Services from HP include:

HP Foundation Care – expedites problem resolution for optimal performance by simplifying support with a single point of contact at HP for both the hardware and software in the client’s environment. HP Proactive Care – minimizes downtime and optimizes performance by addressing problems before they occur.

HP Datacenter Care – provides customized support for a client’s multivendor environment with a single point of contact at HP