Historically, most IT support services have long relied on a trouble ticket model. The HP Always On solution set doesn’t move entirely away from trouble tickets, though it does have a different take on how they are issued and resolved.
“Some aspects will be trouble ticket based, but we will have more automation that we didn’t have in the past,” Antonio Neri, Senior Vice President and General Manager for HP Technology Services, told InternetNews.com.”It’s all about a preventative type of support, so even if you have a ticket it will be generated by the system and then transferred to us in a way that was never done before.”
With the proactive solution automation is built in and HP can have a machine-to-machine interaction to manage the trouble ticket. With HP’s portal capabilities, there is full visibility into the trouble tickets and diagnostics. The support dashboard is powered by HP’s Insight technology that enables administrators the ability to see all their IT infrastructure in one place. The dashboard can connect with other management tools that might exist in an environment.
“You can administer everything from a service perspective in one place,” Neri said.
With all the automation that HP promises as part of Always On, it could potentially be possible for an enterprise or data center to not have on site IT staff. Neri noted that it’s a fully managed service for remote monitoring.
“We can do remote monitoring and patching from our site without having an actual person sitting on site,” Neri said.