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Online Expert Days in the Support Customer Forums

Posted By Raquel Winkler, Friday, September 13, 2013
Updated: Wednesday, September 11, 2013

Upcoming Online Expert Days in the Support Customer Forums

Dates:  September 17, 18 and 19

SUMMARY:  The HP Online Expert Day is an event when HP product, R&D, Support team members and other employees join our online forums to answer customers’ toughest technical questions on specific software products.  Online Expert Days give customers a chance to talk directly with the HP Experts. This is an excellent way to get engaged in the forums!

ACTIONS:  Please reference our forum data sheet. This tool will provide an overview of the forum offering, what can be expected, how to participate, and navigation tips.

DETAILS:  This September, the following HP Software products will be conducting Online Expert Days. Please click the links for more details on each:

o   NNMi Tips and Tricks

o   Technical Q&A on ANM Solution

o   Troubleshooting NNMi SPI Performance for Metrics issues from the NNMi perspective

Please login to the community today to get involved. The forums are only visible to customers who have a valid SAID tied to their HP Passport profile. Users must also log into the community for the private forums to be visible.

Tags:  HP Online Expert Days  HP Software  HP Software Support 

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What happens when a Support case become severe?

Posted By Helen Drew, Friday, November 23, 2012

Software Support Blog: Exceeding Expectations

Recently Aileen posted another informative article based upon an interview with Tony Simmons, analyzing Support in severe cases. Across this year we have all read many news stories about technical failures and have seen the impacts these can have on businesses. Tony highlights what makes a Support case severe and walks us through the steps taken to resolve these urgent business issues. Worth a read: Support in Severe cases: Part 1

In Part 2 of this series, Tony talks us through a day in his as a Critical Support Engineer. With over 24 years’ experience at HP alone, Tony shares what is it like to work with some of the largest, and most critical, accounts for Software Support. Here is a brief extract from the article that may interest you, ‘Whilst only about 10% of Support cases are Severity One, we know it is these which can have the biggest impact on our customer’s business and when they need us most. Certain industries, such as financial services and telecoms can face serious fines and brand name damage if they suffer outages so we have everything in place to respond as quickly as possible.’ This article is another great insight into the Support team’s work.

To ensure you don’t miss any great articles from Aileen, follow HP Software on Facebook & Twitter.


Tags:  HP Software Support 

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HP Software Support Honored at TSIA’s Technology Services World Service Transformations Conference

Posted By Shelley Walker, Tuesday, October 23, 2012

HP Software Support announced that it was recognized as a Certified Support Staff Excellence Center (CSSEC) on October 17 at the Technology Services World Service Transformations conference in Las Vegas. This is the second SSE certification HP Software Support has been awarded within the Americas.

The Technology Services Industry Association (TSIA) and Impact Learning Systems (ILS) have collaborated to offer this formal recognition for companies that achieve certification in the Support Staff Excellence (SSE) program. SSE, offered by TSIA and delivered by ILS, is a powerful staff development program enabling delivery of a superior customer service experience through the development of the most critical service delivery resource a company has: its people. As a result of their achievements through the SSE program, HP Software Support achieved the "Certified Support Staff Excellence Center” designation.

The TSW conference is the preeminent source of learning and peer networking in the services industry and is hosted by TSIA, the leading association for today’s technology services organizations. ILS is a provider of industry-accredited customer communications training for front-line technical support and field service professionals. Companies typically initiate the SSE program to achieve a change in a particular business metric such as customer satisfaction or first-time resolution.

SSE is based on a series of training programs for entry-level technical support and field service staff as well as supervisors and managers. The program follows a five-step design to drive service delivery efficiency improvements, reduce service staff attrition, and improve customer satisfaction scores.

Read the full press release

Tags:  HP Software Support  TSIA 

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Are Cloud adoption or DevOps support on your mind?

Posted By Greg Copley, Thursday, September 27, 2012

Software Support Blog: Exceeding Expectations

Aileen Allkins is our Worldwide lead for Support Delivery and her blog is really turning into a noticeable success! Addressing a variety of industry leading topics, conveying her own opinions as well as pulling in others, Aileen’s blog is quickly becoming a must read.

One highlight is a recent article that looks at how we Support the cloud environment. Bringing in a cloud Support experts’ opinion and knowledge led to another intriguing article from Aileen most definitely worth a read: Supporting the Cloud.

Another recent article which is a hot topic in IT today is that of Supporting the DevOps promise. Here Aileen and Jon, a DevOps expert, give their perspective on how the increasing adoption of DevOps will affect the Support teams of the future. Once again an article that answers the questions customers are asking.

Professional Services Blog: Delivering IT Performance

Michael Garrett is our Worldwide lead for the Software Professional Services team and has just launched his new blog! Michael analyzes market trends and says how his team will adapt their strategy based on this.

Growing in success, Michael’s second article What does it take to adopt a Converged Cloud? really breaks down the complex process of cloud adoption. To back this up he talks through how getting onto a private cloud can be done not only quickly, but with flexibility.

To ensure you don’t miss any great articles from Aileen & Michael, follow us on Facebook & Twitter.

Tags:  Cloud  DevOps  HP Software Support  IT Performance 

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HP Software Support achieves highest industry support operations standards for two regions

Posted By Susan Russel, Wednesday, February 22, 2012

February 16, 2012: HP Software Support organization has achieved TSIA Rated Outstanding Assisted Support EMEA certification, from the Technology Services Industry Association (TSIA). Rated Outstanding is TSIA's industry certification that recognizes outstanding service operations across a specific mode of support - in our case assisted support for EMEA customers. HP Software Support organization also achieved TSIA Rated Outstanding Assisted Support North America certification last year.

Tags:  HP Software Support 

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News from HP Software - January 2012

Posted By Susan Russel, Thursday, January 12, 2012

New Support Blog live now! Come blog with our VP of HP Software Support, Aileen Allkins

HP Software Support has a new mantra; ‘Exceed Expectations'. The person responsible for making sure HP Software Support lives up to that goal is VP of HP Software Support, Aileen Allkins. With a mission to make support service levels a competitive differentiator for HP, she is raising the bar on internal processes, technology upgrades and external communications. Keep up with the progress of her team, the latest innovations that are rolling out and get her views on the state of the art in software support as well as adding your thoughts and comments to her blog Exceeding Expectations. Please get involved and add your thoughts to this brand new initiative. ‘We are listening', like never before.

 

Backstage at Discover Vienna brings highlights of event to you

What happens when an Aussie, a Belgian and a White Rabbit go to HP Discover Vienna? You get one of thebest ways to stay on top of all the news coming out of HP Discover Vienna 2011, that's what. View the daily wrap-up videos with HP Software bloggers (and industry veterans) Paul Muller, (the Aussie), Christian Verstraete (the Belgian) and Rafal Los(aka The White Rabbit) as they talk about software, the cloud, security and more. Also see more videos showing various exhibits, demos and 1:1 videos direct from the show floor. Hear what customers, partners, and analysts at the show think about what they learned and saw.

If you were not among the lucky 7000 people who attended Discover Vienna, but you would like to learn about the best of the more than 500 content-rich sessions, 45 hands-on labs, and 100 HP Experts in Meet-the-Expert sessions, then Backstage at Discover Vienna is just the ticket for you. It's your chance to peek behind the curtain at HP DISCOVER VIENNA.

 

HP Service Manager Entitlement Forum is Live!

HP Software has heard your requests to offer support via community forums and are piloting this activity on the Service Manager product. This forum (Service Manager Entitlement Forum Pilot) will only be accessible to those customers who have a valid support contract. This is an additional service for those customers who have a valid support contract on Service Manager.

Our expert team of HP Service Manager Engineers will be actively monitoring these forums to answer your questions. We encourage you to try out this method of support rather than placing a telephone call or logging an online ticket. We do realize that there will be cases where you need to open a support call, where we need to do more research, but we are hoping that you will use this forum to get any information or help on Service Manager topics.

Link to more info

 

Address the End-to-End Challenges of Mobile Application Delivery with HP Software

January 17, 2012

View Library of webinars and register now.

Are you aware of the challenges and do you have a plan to manage the challenges as your applications move to mobile platforms? Join HP Software experts as we discuss these challenges and how you can effectively manage them.

 

Automate your Mobile Application Testing and Stay Ahead of the Mobile Wave with Perfecto Mobile

January 17, 2012 (8:00 AM PST)

Register now.

Have you realized why automated functional testing is absolutely needed for mobile applications. Join this session to learn how to leverage existing ALM tools to test mobile applications.

 

The State of Backup and Recovery: How does your organization compare?

January 17, 2012 (9 AM PST)

View Library of upcoming webinars and register now.

Many organizations struggle with backup and recovery. To better understand these challenges and the steps organizations are taking to address them, HP commissioned Aberdeen Group to survey 180 senior IT executives at major US corporations and government agencies. The challenges organizations are facing, the technologies they implement to protect data and the future plans that are in place for improving this process gives insight to the state and direction of organizations with different needs. During this session, attendees will learn:

· Protection strategies commonly implemented based on cost of downtime

· Advanced data protection strategies that are most commonly used

· When a tiered recovery solution is most commonly implemented

· The top strategic actions organizations are planning to implement to address backup and recovery needs

 

How to Transform ‘Data' into Business ‘Information' – featuring United Airlines

January 19, 2012 (9 AM PST)

View Library of upcoming webinars and register now.

Join Silvia Prickel, Managing Director Performance Management, United Airlines, as she shares the secrets of creating the world's largest airline by using HP's Executive Scorecard to successfully govern a portfolio of more than 600 IT projects.

  • Focus: A comprehensive integration dashboard
  • Strategy: Bottom-up approach
  • Result: Harmonize cultural diversity, standardize terminology, consolidate data sources and align against one standard set of performance metrics

 

Can the Modern Enterprise also be More Agile? (ALM 11)

January 24, 2012 (6 AM and 10 AM PST)

View Library of upcoming webinars and register now.

Distributed teams, policy requirements and brittle legacy processes all threaten to make Agile a "name-only” initiative in large enterprises. Join this web event to understand how HP has helped customers identify and break down these challenges, showing that size and speed can coexist:

  • Learn about common pitfalls that development teams encounter as they adopt Agile, and how to avoid and overcome them.
  • Gain insights into what impacts Agile has on the complete application lifecycle
  • Discover how Agile can expand from a developer-led project initiative to a catalyst that transforms companies by fueling business agility.

 

Take the Guesswork out of Mobile Performance Testing with Shunra

January 24, 2012 (8:00 AM PST)

Register now.

Mobile applications can have enormous variation in performance, which can have astounding impacts on your production systems. Join this session to learn about how to leverage Shunra and HP to fully test the performance of your mobile applications in all network conditions.

 

The Power of Predictive Analytics – featuring Forrester Research

January 26, 2012 (6 AM and 10 AM PST)

View the Library of upcoming webinars and register now.

Cloud. Virtualization. Mobile. Each new enterprise initiative brings its own set of complexities and monitoring requirements. It's time to simplify IT operations by converting real-time data into actionable intelligence.

The power of predictive analytics:
Imagine anticipating IT issues and remediating operational problems before the business is impacted. That's the power of predictive analytics.

Join HP Software, featuring Glenn O'Donnell from Forrester Research Inc., for new insight on:

  • Evolution of IT Operations
  • The role of analytics in the future state
  • Achieving real-time advanced analytics in a dynamic world

Learn how to bring predictive control to real-time service delivery with HP Business Service Management to always perform better.

 

Expert Panel Discussion – Going Mobile featuring executives from HP, Perfecto and Shunra

January 31, 2012 (8:00 AM PST)

View the Library of upcoming webinars and register now.

An expert perspectiveabout mobile application challenges and solutions. Join HP Applications and Security leaders, along with HP Partners Perfecto Mobile and Shunra, who will focus on your questions about going mobile.

 

Edge-to-Enterprise De-duplication

January 31, 2012 (9 AM PST)

View the Library of upcoming webinars and register now.

Storage needs continue to expand, – but budgets don't. As a result optimizing storage capacity continues to be a top priority for virtually every organization. Deduplication has swept in to save the day, but it's not a one-size-fits-all solution. For small and remote offices, deploying deduplication can mean additional complexity as IT staff may be stretched thin in small or remote offices. Choosing the right method for your organization requires analyzing your individual requirements and situation.

Join us for a discussion on how to choose the right deduplication method for your requirements, and how HP StoreOnce deduplication can provide you with cost-effective storage optimization and simplified, centrally managed backup and restore options today.

Tags:  HP Software Support 

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News From HP Software - December 2011

Posted By Susan Russel, Wednesday, December 7, 2011

Updated HP Software Customer Support Handbook

An updated version of the HP Software Customer Support Handbook is now available on Software Support Online. Please take advantage of this information today.

The Handbook now includes information about:

- HP Software's new licensing portal

- HP Software Solutions Community

- Exciting features of Software Support Online Live Chat, and

- Response times for non-technical cases.

You can access the HP Software Customer Support Handbook at: www.hp.com/go/hpsoftwaresupport/HP_Software_Support_Handbook

 

New Support Blog live now! Come blog with our VP of HP Software Support, Aileen Allkins

HP Software Support has a new mantra; ‘Exceed Expectations'. The person responsible for making sure HP Software Support lives up to that goal, is VP of HP Software Support, Aileen Allkins. With a mission to make support service levels a competitive differentiator for HP, she is raising the bar on internal processes, technology upgrades and external communications. Keep up with the progress of her team, the latest innovations that are rolling out and get her views on the state of the art in software support as well as adding your thoughts and comments to her blog Exceeding Expectations. Please get involved and add your thoughts to this brand new initiative. ‘We are listening', like never before.

 

New Best Practices for HP Service Manager 9.30 Change Management process

 Available now on HP Live Network (www.hp.com/go/livenetwork) under the Service Manager community as a "Process Designer Content Pack”.

HP Service Manager (SM) customers need easier configuration and easier upgrades both of which reduce total cost of ownership and improve time to value. With these requirements in mind, HP SM 9.30 introduced a new capability known as Process Designer.

Arguably the most important process to take advantage of this new capability is Change Management. We have released new change "Best Practices” built on top of the new Process Designer. Other improvements to these best practices include simpler and more standard workflows (for example ITIL standard, normal, and emergency workflows) and improvements in change models that enable easier and more intuitive RFC creation.

During the creation of the new best practices, HP pulled together the expertise of consultants across the company to really make these best practices as opposed to simply pre-built templates as a starting point. Even with this, however, change management is frequently one of the most customized processes for individual customer environments. With these new best practices, we expect that over 80% of customers should be able to use over 80% of the delivered content. And, customization of the remaining 20% or less should be greatly eased by introduction of Process Designer.

To get an overview of these new capabilities, please watch a recording of an October 27 webinar Taking Change Management to the Next Level.

 

HP steps into the cloud with new capabilities in its industry leading Discovery and Dependency Mapping Advanced Edition (DDMA)

In November, 2011, at the HP Discover Conference in Vienna, HP released the latest set of enhancements and new features to the DDMA product through the introduction of Content Pack 10. As part of this release, DDMA has now stepped into the cloud with discovery capabilities that leverage Amazon Web Services (AWS) and vCloud. Cloud and virtualization discovery allow DDMA to reach beyond the physical world and into the world of private and public cloud services, and virtualized environments. In addition, these new capabilities can address and escalate customers cloud transformation and associated planning activities.

The ultimate benefit of cloud computing, and AWS, is the ability to leverage a new business model and turn capital infrastructure expenses into variable costs. Businesses no longer need to plan and procure servers and other IT resources weeks or months in advance. Using AWS, businesses can take advantage of Amazon's expertise and economies of scale to access resources when their business needs them, delivering results faster and at a lower cost.

In addition, with vCloud discovery, Content Pack 10 enables DDMA the discovery of vCloud infrastructure including entities such as organizations, virtual data centers, vApps, vApp templates, catalogs, media, vApp networks, etc.

Check out what's new with the latest HP DDMA content pack at the DDMA web page.

 

Taking Moneyball to Enterprise IT

The movie Moneyball should be required viewing for the IT department. In the film, Brad Pitt plays Oakland A's general manager Billy Beane who used instrumented computer analysis to take unwanted players, buy them on a shoestring budget and build a winning team. The way the A's used statistical analysis to predict how potential draft players would perform was unique in 2001. It pales in comparison to the statistical analysis used by clubs today.

According to a survey conducted with IDG a few months ago, nearly four-fifths of CIOs say that proving the ROI of IT investments is necessary. However, many CIOs employ a fragmented approach to performance management, usually disparate programs that do not provide an orchestrated, comprehensive view of the entire IT landscape.

What CIOs need is comprehensive statistical, instrumented insight delivered via scorecards that can be easily digested by different levels of the organization. With these dashboards, IT leaders can access a unified view of their IT landscape and then use that information to adjust and respond to issues.The final result is the ability to use IT to its most strategic advantage with less time spent on operations and day-to-day maintenance.

So will your IT team be among the first to adopt a comprehensive performance management program or will your competitors speed ahead of you?

Get your popcorn and enjoy the movie!

Related links:

IDG/HP Research Brief: IT Performance at the Crossroads

 

Webinar: Vodafone Ireland anticipates and remediates IT issues faster

December 13, 2011

Get the power to anticipate IT issues – through proactive business insights that practically prevent issues, so that your organization can always perform better. During this video discussion, you'll hear the latest HP Business Service Management (BSM9.1) and how Vodafone realized 300% ROI within the first twelve months, transforming to a world class model of operational excellence

https://h30406.www3.hp.com/campaigns/2011/events/M3-3MKGDDC/index.php?rtc=3-3MKNOQK&jumpid=ex_R11374_us/en/large/eb/vivit_BSM91webcast_sdr_ptr/rtc_3-3MKNOQK/20111213 

 

Webinar: Introducing Business Service Management 9.1 – upgrade to operational excellence

HP Business Service Management 9.1 opens up a number of exciting options enabling you to extend the capabilities of your operational and application performance management solution to address some of the complex challenges that many organizations are encountering as they move towards mobile, virtualization and cloud based implementations.

During this informative web event we'll discuss:
New features including mobile monitoring and web 2.0 support
Upgrade options and process to get to BSM 9.1
Real customer examples illustrating the benefits of upgrading
New opportunities to turn data into intelligence with predictive analytics

View the December 7, 2011 recording:

https://h30406.www3.hp.com/campaigns/2011/events/M3-3MIMYVV/index.php?rtc=3-3MKOY1W&jumpid=ex_R11374_us/en/large/eb/vivit_Why_upgrade_to_BSM91_sdr_ptr/rtc_3-3MKOY1W/20111207

 

HP Operations Manager 9 - Upgrade to functional and financial benefits

HP Operations Manager 9 opens up a number of exciting options enabling you to extend the capabilities of your operational management solution to address some of the complex challenges that many organizations are encountering as they move towards dynamic virtualization and cloud based implementations.

During this informative web event we'll discuss:
•New features including extended virtualization support, web based administration UI and WMI support
•Upgrade options including OM server on Linux and best practices
•Operational efficiency and cost of ownership benefits
•Real customer examples illustrating the benefits of upgrading

View the December 6, 3011 recording:

https://h30406.www3.hp.com/campaigns/2011/events/M3-3MJU3WR/index.php?rtc=3-3ML2P80&jumpid=ex_R11374_us/en/large/eb/vivit_Why_upgrade_to_OM9_sdr_ptr/rtc_3-3ML2P80/20111206

 

Automate your compliance tasks and breathe easier

Don't fail another audit-- downtime makes front-page news. According to the Sarbanes-Oxley Compliance Journal, "Automation is the first step to ensuring sustainable IT compliance.". Join this webcast as we share the steps to automate compliance audits and remediation to better enforce regulatory, corporate, and best-practice standards across large-scale infrastructure.
You'll hear customer examples on how you can:
Reduce the risk of failed compliance audits
Lower labor costs associated with compliance management
Protect your business against threats and vulnerabilities

View the December 8, 2011 recording:

https://h30406.www3.hp.com/campaigns/2011/events/M3-3MKGDER/index.php?rtc=3-3MKPH6O&jumpid=ex_R11374_us/en/large/eb/vivit_Automate_your_compliance_tasks_sdr_ptr/rtc_3-3MKPH6O/20111028

Tags:  DDMA  HP Service Manager  HP Software  HP Software Support 

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