TechValidate Research on HPE Hybrid IT Solutions


HPE Proactive Care Case Study

Educational Institution

Introduction

This case study of an educational institution is based on a June 2019 survey of HPE Proactive Care customers by TechValidate, a 3rd-party research service. The profiled organization asked to have their name blinded to protect their confidentiality.

“HPE Proactive Care is very a responsive support and it gives us peace of mind.”

Challenges

The business challenges that led the profiled organization to evaluate and ultimately select HPE Proactive Care:

  • Overcame the following key IT challenges after switching to HPE Proactive Care support:
    • The inability to quickly resolve problems when they occur
    • The inability to prevent hardware/software issues
    • Unplanned downtime

Use Case

The key features and functionalities of HPE Proactive Care that the surveyed organization uses:

  • Confirmed that the following aspects of their IT infrastructure are covered by HPE Proactive Care support:
    • Composable / Converged Systems: covered (Connected to Insight Remote Support, InfoSight, OneView)
    • Servers: covered (Connected to Insight Remote Support, InfoSight, OneView)
    • Storage: covered (Connected to Insight Remote Support, InfoSight, OneView)
    • Software: covered (Connected to Insight Remote Support, InfoSight, OneView)
  • Level of value of the following HPE Proactive Care support features:
    • Access to HPE advanced expertise and solution specialists: very valuable
    • Start to finish case ownership by technical solution specialists: very valuable
    • Automated issue logging (case submission) for connected devices: very valuable
    • Access to current Firmware and Software recommendations from the FW/SW version report: very valuable
    • Health recommendations from the Proactive Scan report: very valuable
    • Discussions with Technical Account Managers: very valuable
  • Level of importance of the following drivers that led them to purchase HPE Proactive Care support services:
    • Superior call experience: very important
    • Superior onsite support experience: very important
    • Access to firmware and best practice recommendations: very important
    • Low hardware failures: important

Results

The surveyed organization achieved the following results with HPE Proactive Care:

  • Values the following in their experience with HPE Proactive Care support:
    • The ability to call support to quickly resolve problems
    • The fast connection to a technical expert via online chat
    • A library of videos which provide best practices and technical insights
    • A community forum where they can directly ask HPE questions and get peer feedback
    • Regular conversations with experts who provide insights on technologies
    • The ability to directly ask questions on product usage and configuration
  • Level of reduction in the following metrics by using Proactive Care support:
    • Reduction in hardware failure: 10% to 50%
    • Reduction in operational costs: 10% to 50%
    • Reduction in downtime and outages: 10% to 50%
    • Reduction in time to comply with regulatory requirements: 10% to 50%
    • Reduction in time to do mundane operational tasks: 10% to 50%
    • Reduction in time to resolve IT issues: 10% to 50%
  • Level of agreement with the following statements about HPE Proactive Care support:
    • HPE Proactive Care support services help them resolve problems quickly: strongly agree
    • HPE Proactive Care support services help prevent issues before they occur: strongly agree




About This Data

This data was sourced directly from verified users of HPE Hybrid IT Solutions by TechValidate.

TechValidate verifies the identity and organizational affiliation of all participants that contribute to published research data. When research participants so desire, we also guarantee their anonymity so that they may share information honestly and freely.


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