HP, recognizing the increasingly large role industry-standard servers and blades are playing in the data center, is now including such low-end systems in its Mission Critical Partnership services program. HP officials said that, especially with the growth of virtualization in the data center, it didn't make sense to offer two tiers of service for low- and high-end servers. The changes come as services continue to be the bright light for HP's overall business.
Hewlett-Packard is expanding its mission-critical infrastructure
services to include low-end and blade servers, a move officials said
recognizes the growing importance these systems have in such
HP also announced May 20 that it is including more flexible reactive
support and an integrated customer support service in its Mission
Critical Partnership services offering.
Regarding the move to include industry-standard lower-end servers
and blades within the realm of mission-critical services makes sense
given the increased use of these machines by enterprises in their most
important computing roles, particularly given the rise in the use of
virtualization technologies within the data center, Gerry Nolan,
worldwide director of HP's Mission Critical Services business, said in
"Truthfully, [before] we might not have considered these
mission-critical, but there they are, sitting in the middle of the
mission-critical environment," Nolan said.
Before, HP was offering one level of support for low-end systems, and another for high-end servers. That has changed.
"Customers are looking for all that under one contract," Nolan said.
With the expanded reach of the services, users now have options
regarding pricing and can tailor support levels to meet their specific
In addition, the new services offering includes a mixed level of
reactive support, depending on the need, with both high- and low-end
systems getting the same level of support. Incidents are managed based
on business impact, HP officials said.
All customers also now have around-the-clock access to HP's Mission Critical Support Centers.
In addition, HP offers businesses teams of mission-critical
certified specialists who can give customers tailored service and a
single point of contact. HP also is giving all customers access to
Insight Remote Support Advanced for remote monitoring capabilities.
The expanded services offerings come a day after HP announced its fiscal second-quarter earnings, which showed that services was the key shining light
in an otherwise difficult three months, almost doubling its prior-year quarterly revenues by reaching $8.5 billion.
HP officials attributed a lot of that to the $13.9 billion
acquisition of services firm EDS last year, but Chairman and CEO Mark
Hurd said that the services groups already with HP played a major role