An unrivalled Managed Software Support service that helps customers create enormous return on investment in HP software technologies.
The Challenge
Many companies invest large sums of money in software technologies that are intended to improve the quality of IT Service support and delivery and reduce cost. In many cases the planned return on investment is less than anticipated or never appears. The fundamental reason behind this is that these software tools are complex, require maintenance and support and generally once configured to deliver the first phase of functionality are left alone.
As the IT infrastructure under management changes and becomes increasingly complex the focus of the IT organisation naturally moves to delivering new services and they are left with:
| • | Too little resource to fully mature and maintain those software solutions designed to make management easier |
| • | Software that is not kept up to date and the service degrades |
| • | A solution that then does not meet the anticipated ROI and falls into disrepair |
| • | Wasted money and a ‘rip and replace’ approach |
The Solution
In conjunction with our customers over the past 11 years we have developed a series of off the shelf Managed Support Services that will help you gain maximum value from your investment in HP software. Whether this is based on HP OpenView Technology such as Network Node Manager, Operations or Performance Insight, Peregine products such as ServiceCenter or Mercury products such as Business Availability Center or Test Director, we have a Support service that can help you gain maximum ROI.
The Support Services provides a combination of features to deliver direct access to our highly experienced support consultants who have all met HP’s demanding standards for knowledge of HP Software, broad industry experience and have direct access to the HP Software labs.
Our Support Services are fully backed and accredited by HP and we have developed over the past 11 years to be one of the largest software support partners on HP in Europe.
Our Managed Support Services
We are benchmarked and audited by our suppliers and we provide:
| • | A range of standard Support Services through to a fully customised service to provide the level of support your business actually needs that can include: |
|
| • | On-line support | |
| • | Telephone support | |
| • | Audits | |
| • | Health checks | |
| • | Patch management etc | |
| • | Patch management etc | |
| • | Audit of your software assets and requirements so that you only pay for support on the software you actually use. | |
| • | Contract consolidation for ease of administration. | |
| • | Over 90 % of calls are resolved in house without any form of escalation to HP. | |
| • | All support consultants are ITIL and HP Software certified | |
| • | Your call or email is answered by someone who knows who you are, what you have and how it is configured | |
| • | Direct access to the HP Software support teams in Hewlett Packard which ensures we can escalate calls where required | |
| • | Authorised to have access to factory level HP Software support for any patches, bug fixes and enhancements | |
| • | The only touch point for all HP Software incidents, licences and contracts and will manage them completely | |
| • | Consultancy and support for other 3rd party solutions whose products enhance the existing HP solution | |
| • | Audited and assessed by HP Software on our ability to provide consistent high quality customer support. | |
A service that can tailored for your needs
Our Managed Support Service can also be customised through a variety of additional support options to deliver the precise levels of support required for your business. We work together with you to establish the exact requirements and deliver a uniquely tailored service.
Our support consultants spend time with you, getting to know the environment in as much detail as is possible. This provides us with a greater understanding of your infrastructure to enable us to offer proactive steps to maintain the levels of service your business demands.
Additional on-site service days, technical account reviews and health checks can all be added to enhance our standard off the shelf support service.
The Partners in IT Managed Support Service includes:
| • | Office hours or 24x7 Incident logging and resolution |
| • | Team kick off meeting |
| • | Authorised Named Callers |
| • | Nominated Support Consultant |
| • | Service delivery reviews |
| • | Consultancy ‘How to’ Questions dealt with at no extra cost |
| • | Unlimited calls for the contract duration |
| • | < 4 hours Response Time |
| • | Escalation Management |
| • | Software update management |
| • | Patch management |
| • | Contract management |
| • | Licence Tracking and Management |
Additional Support Options Include:
| • | Remote support |
| • | On-site health-checks |
| • | On-site days |
| • | A Semi Managed Service |
| • | Training |
Benefits
By using Partners in IT’s managed support services you can:
| • | Improve efficiency of your HP software based management solution |
| • | Improve service availability, reduce cost of downtime and reduce outages |
| • | Improve the return on investment |
| • | Save the cost of replacement |
| • | Reduce the cost of support by ensuring you have what you need under support |
| • | Improve the use of your tools by having health checks, ‘how to’ support and optional on site support |
» Read Our Customer
Success Stories
» White Paper:
Managing your IT Assets
[ PDF 408 KB ]
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Delivering Service
Management
[ PDF 219 KB ]
