HP today announced its IT support services for Indian and global companies that runs on different hardware technologies from several vendors.

These support services are targeted at traditional and cloud technology environments, helping enterprises address problems such as upgrades and systems management in a proactive manner.

“With these support services, enterprises can resolve first-time problems 95 per cent of the time and can address unplanned downtime issues up to 66 per cent faster,” said Mr Tirthankar Banerjee, Director, Technology Support Services, HP India.

With rapid changes in technology and complexity increasing in IT, support services are getting complex than what it was in traditional IT environments, according to analysts. According to a recent Gartner report, the definition of support is changing and customers are constantly looking at support services that will help them avoid issues than react to it after the problem occurs. “Diagnosing problems in these environments tends to be slow, which leads to unplanned downtime that can cost the average enterprise $10 million per hour,” said Mr Howard Bowland, VP, Technology Support, Asia Pacific and Japan, HP. Another issue that is driving this new system of support services is the fact that legacy support services offer a break or fix model for an individual piece of equipment in a single technology environment.

“However, that equipment is likely part of a virtualised, multi-vendor or cloud environment with interdependencies across the IT infrastructure, adding complexities,” added Mr Banerjee. Virtualisation is a technology in which a PC or a server operates in a virtual manner rather than in a physical manner.

According to vendors, 10 per cent of the IT market runs in a virtualised environment in India.

venkatesh.ganesh@thehindu.co.in

(This article was published on June 27, 2012)
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