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Navigating the IT maze: HP Malaysia

AvantiKumar | July 19, 2012
HP's new enterprise support services portfolio to help customer service providers shift from problem resolution to innovation.

Ramaswami Venkatesan, Country Manager, Technology Services, HP Malaysia

PHOTO - Ramaswami Venkatesan (RV), country manager, technology services support, HP Malaysia.

As well as help partners and customers simplify and personalise their enterprise support services, HP Malaysia said its new support portfolio would also drive more innovation and business opportunities.

Speaking on 17 July 2012, HP Malaysia country manager, technology services support, Ramaswami Venkatesan (RV) said the life of a CIO was increasingly complex, exacerbated by a static IT budget, 'where out of every US$100, US$80 went to IT maintenance and only US$20 was available for innovation.'

"Today's IT environment is a mix of virtualised, multi-vendor and cloud elements with interdependencies across the IT infrastructure," said Venkatesan. "A reduced or static budget has helped to drive cloud computing as IT service management services, for example, are helped by standardising IT operations and the ability to remotely control processes such as data backup services."

"Automation of processes are really important in a cloud environment, which HP has taken note of to develop its new converged infrastructure, 'Always On' portfolio," he said. "Part of the new portfolios help to articulate people, processes and tools back to the customer to give value."

"CIOs want to spend more on innovation," said Venkatesan. "HP is also introducing a new services portfolio to help drive CIOs towards more innovation. Cloud also has the advantage of placing all technologies in one place, whereas old world technology or legacy support services were designed using a 'break - fix' mindset for a single piece of equipment that likely resides in a technology silo."

"In the new service portfolio, the focus is on the right services being delivered to the right person at the right time, regardless of location or device," he said. "In a cloud world, we want more flexibility and faster turnaround and responses. Cloud is also about the ability to rapidly scale up or scale down to meet dynamic demand."

 Three levels of support: HP ServiceOne

"For every unplanned downtime, companies could lose up to US$10 million per hour," added Venkatesan. "HP has streamlined the services programme - 'Always On Support' - to simplify contracts and reward metrics for partners. This portfolio provides 'direct to expert' communication with a professional who already knows the client, the details of the client's environment and what the client's systems is experiencing prior to the first call."

"HP's three new levels of support - HP ServiceOne -  are: HP Foundation Care (keeping systems running with minimal downtime), HP Proactive Care (fixing IT before it breaks) and HP Datacenter Care (which is a customised data centre model)," he said. "The recently-announced HP ProLiant Gen8 Servers are built with this new service model in mind."

"Proactive, personalised and simplified support are features of this revolutionary new support portfolio," said Venkatesan. "While companies in the local telecoms or FSI [financial services industry] sectors may adopt HP Datacenter Care, many customers will take advantage of all three different classes of care in different locations, depending on the applications set or business process."

"While after-sales support may be unglamorous, purchase decisions of all levels of products and services always involve the quality and details of the customer care support being offered," he said. "Our targets are to help partners and customers 95 percent of the time, resolve unplanned downtime 66 percent faster, and deploy system updates three times faster with up to 93 percent less downtime."

"This new services portfolio will help our Malaysian service partners to drive business growth," Venkatesan said. "The previous portfolio of 'one size fits all' has been replaced with a new world model that will help our partners create 'stickiness' and therefore more mutually-beneficial business. Loyal partners can also deliver HP services to other customers under this new scenario."


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