|
|
 |
|
|
|
|
|
The portfolio
| |
|
|
|
|
The new services portfolio for NonStop systems
consists of four service plans; three service solution
packages; and a number of optional services,
including Patch Analysis and Management Service,
HP Availability Checkup, and HP Additional Advice
and Assistance.
The four service plans are Basic Support,
Support Plus 24, Proactive 24 Service, and Critical
Service. The latter two offer robust proactive components,
including account support, performance
and environment assessments, periodic review and
support of software revision levels, technical services,
and expertise and training analysis.
|
| |
| | |
|
|
|
| The three solution packages—which are available
with new NonStop servers and mirror the services
for the high-end HP Superdome server—are the
Foundation Service Solution, Proactive Service
Solution, and Critical Service Solution. Each package
includes a corresponding service plan, plus startup
and deployment services that help get the new
system into production quickly and efficiently.
HP anticipates that the gradual migration of customer
contracts to the new NonStop system services
portfolio will take several years. The portfolio is
now available in all geographies except Japan,
where it will be launched in early 2005. |
| |
|
|
|
Some things don’t change
| |
|
|
|
|
For NonStop system customers who wouldn’t trade
their current support staff for all the tea in China,
the good news is that they won’t have to. “These
customers will continue to interface with the same
people who have supported them in the past,
including the field organization and Global
Customer Support Center specialists,” stated Michael
Scoles, program manager for the customer support
portfolio for the NonStop platform.
The new portfolio is designed to enhance the
support relationship by introducing additional
services of value to NonStop system customers.
“Today, customers often buy these services separately
from the support agreement, which means
they have to go through a whole new round of
budgeting and purchase-order processes,” commented
Scoles. “We believe it will be simpler for
the customer to have more service choices available
as part of a package, leading to a more streamlined
support relationship.”
The advantages of choosing one of the service
solution packages (Foundation, Proactive, or
Critical), rather than a simple support plan, lie in
increased value and convenience. “One package
meets all startup, deployment, configuration, and
production-readiness requirements, together with
establishing an ongoing support relationship,”
explained Scoles. “The customer can choose the
optimal service solution at the same time the
system is ordered, eliminating the inconvenience
of adding individual services at a later date.”
HP is a strong and successful provider of mission-critical
support. “The new services portfolio offers
a broader set of choices and includes proactive
service activities that extend into the customer’s IT
environment,” concluded Scoles. “We work in
partnership with NonStop system customers to
determine what support they need, and we tailor
that support to meet their availability requirements.
This helps to ensure an optimal computing
environment.”
|
| |
| | |
|
|
|
| |
|
|
| HP’s comprehensive, multifaceted approach to services
may begin with maintaining systems, but it certainly
doesn’t end there. It also takes people, processes,
and technology into consideration in designing support
services that optimize the computing environment
for each individual customer.
This approach is paying dividends in terms of what
matters most: customer satisfaction. In fact, HP recently
earned the highest ranking in customer satisfaction
among vendors of corporate information technology
service and support, according to Technology Business
Research (TBR), Inc.’s Corporate IT Service and Support
survey that covered the first quarter of 2004. The
study, which surveyed 688 midsize to large companies
in North America, found that HP ranked number one
over IBM and Dell.
“The TBR survey results confirm HP’s commitment to
delivering the best total customer experience through
a combination of people, processes, and technology,”
said Mike Rigodanzo, senior vice president, Customer
Support, HP Services. “Customers are recognizing HP’s
portfolio of customer support services and our ability
to provide a complete customer support experience
as key elements in allowing them to synchronize
business and IT to capitalize on change.”
|
| |
| | |
|
|
|
