03/14/2012 - HP Launches New Support Services For ProLiant Gen8 Servers

By Kevin McLaughlin, CRN

In Hewlett Packard (NYSE:HPQ)'s view, IT support services haven't kept pace with the challenges that cloud computing and virtualization bring, such as pinpointing problems in data center infrastructure that often comes from multiple vendors.

HP's new Always On Support Services portfolio, unveiled Wednesday, tackles these issues with what HP is calling "proactive support" -- meaning access to IT support professionals who've acquainted themselves with the peculiarities of the customer's environment and are equipped to identify issues in cloud and virtual environments.

HP has re-trained its support staff to deliver this support model, which is baked into HP's new ProLiant Gen8 servers and draws on diagnostic and predictive analytics data from HP's Insight Remote Support automation tools. HP is also allowing its ServiceONE partners to deliver the new services.

"If you're in this environment, with virtual pools of resources, the kinds of services you will buy from HP are totally different," said Flynn Maloy, director of marketing for HP Technology Services, in an interview.

Within Always On Support Services are three distinct offerings. The first, HP Foundation Care, is delivered by an HP support representative with knowledge of the software and hardware in the customer's virtual environment. Resolution times are typically speedy because these reps are in close contact with HP's ISV partners, according to Maloy.

"Resolving problems at the data center level means that you don't look at storage team, or networking team, but the whole data center," Maloy said.

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