Integrated Support

HP Services portfolio

Services information

Working to continuously enhance your total service experience

HP Integrated Support delivers comprehensive support management that exemplifies our uncompromising commitment to total service quality. We function as your prime support partner, giving you a single service contract from a single vendor. We coordinate the efforts of all of your preferred service providers. And we strive to continuously improve service levels throughout your multivendor environment.

Vendor Management

HP Integrated Support lets you do away with the administrative hassles - and potentially high costs - of managing multiple support vendors. As your single point of accountability for end-to-end multivendor support, HP oversees service delivery environment-wide. Working with the vendors you value most, we take responsibility for achieving agreed-upon service level performance metrics, resolving all support service problems, and ensuring your complete satisfaction with every aspect of your support.

As your one direct partner interface, your assigned support services Delivery Manager develops a complete vendor management and communications plan tailored to your specific service and reporting needs. Your Delivery Manager leverages HP Services' alliance management, quality improvement, and IT Infrastructure Library (ITIL) expertise to help ensure that you consistently receive the best possible total support experience, regardless of which support partner delivers any particular service.

Service Level Management

HP Service Level Management employs a two-pronged approach: formal program management and a service quality scorecard.

Program management

Formal program management via the HP program office establishes a close collaborative relationship among HP Services, our service partners, and you. It creates a framework for communicating, reporting, and taking action through well-defined communications plans, roles and responsibilities, escalation paths, and more.

Conventional program management is limited to seeing that contractual obligations are met. At HP, by contrast, our philosophy is to provide whatever is necessary for your support success - even if this means delivering more than your formal contract may call for. We are always guided by the contract. But at the same time, we are driven by what we believe is right for your business.

Service quality scorecard

Your HP Delivery Manager creates a formal service quality scorecard to track and manage your service levels. The scorecard embodies HP Services' long-standing experience in delivering high-quality support. It facilitates complete oversight of all aspects of support including contract administration, spares management, preventive maintenance, reactive responsiveness, and end-user satisfaction.

If you desire, penalty remedy provisions can be incorporated into your Integrated Support agreement in order to strengthen the link between the support you receive and your ability to meet your service-level commitments. To manage the financial risk of penalty-backed service levels, HP and/or our alliance partners may choose to enhance service delivery processes, bolstering your ability to meet your internal SLAs.