HP Mission Critical Proactive Services - Transport Manufacturing Case Study

HP Mission Critical Proactive
Services
Transport Manufacturing Case Study
. Enhancing the company's competitive advantageTransportation giantThis customer is focused on through continual improvement of IT productivityreducing costs wherever maximizes availability, aided . Maximizing availability while minimizing risk andpossible, with fuel costs up protecting business revenue78% this year alone. To by HP mission critical supportaddress competitive . Enhancing the productivity and skill sets of the IT staffpressures, improving team's 100% service level In view of current market conditions, this customer istime-to-production for new focused on reducing costs wherever possible, with fuelproducts is also a critical achievement.goal HP seeks to help costs skyrocketing-78% in this year alone. Toaddress. Under the umbrella of HP Mission Critical Support, address competitive pressures, improving time-to-proactive services and specialized reactive services production for new products is also a critical goal HPwork jointly to support the IT demands of a global seeks to help address.transportation giant. In an environment whereexecutive's bonuses depend on obtaining the highest Over 4000 servers need protectionlevels of availability, HP has consistently attained and Across three data centers, and over 4000 servers, HPsurpassed all expected service levels, measuring provides mission critical protection for key systems,typical response time in mere minutes. including those housing important Oracleapplications-payroll, HR, and Financial Systems. AsAn IT infrastructure built to meet the part of the custom mission critical support agreement,HP also supports 3000 Red Hat licenses. Red Hatmost stringent business demands serves as the primary development vehicle for theKeeping thousands of vehicles and employees on time 6000 IT personnel, many of whom are focused onand in motion requires an IT infrastructure capable of driving time-to-market and time-to-production for newprocessing millions of electronic transmissions daily. In products.support of this activity, mission critical goals for ITinclude:HP provides a one-hour hardware response time for all well as on-site and off-site sessions throughcritical calls. For the past 3 years, under the span of Lunch-N-Learn Tech Talks, and ITIL FoundationsAs part of the serviceagreement negotiated for this mission critical partnership, there have been no Certification programs.this customer, HP offers a issues with this commitment. . A Service Escalation Manager was assigned to thesingle number to call for Also as part of the service agreement negotiated for account, helping to facilitate support issues in aHP, Microsoft, and Red Hat timely and effective fashion, and getting higher levelsupport. The number is this customer, HP offers a single number to call for HP,directly connected to an HP Microsoft, and Red Hat support. The number is directly resources involved as needed.engineer for the fastest connected to an HP engineer for the fastest support . In collaboration with the customer, HP has providedsupport possible. possible. Availability of IT systems is so crucial to this an ongoing focus on ITIL improvements, includingcustomer, executives receive bonuses based on keeping over 30 active initiatives now, ranging from Servicetheir systems 100% available, and their customers Continuity to Service Desk and Incident ManagementIn the last year, 15 completely satisfied. HP continues to perform to Change Management and Configurationtechnical seminars have satisfactorily under these stringent guidelines, with the Management to Capacity and Performancebeen offered, as well as Mission Critical contract recently renewed for yet Management. All ITIL work is focused on improving ITon-site and off-site sessionsthrough Lunch-N-Learn another 5 years. processes, saving money, time and resources.Tech Talks, and ITIL Responding to the customer's competitive squeeze, HPFoundations Certification Mission Critical Support and ITIL Mission Critical members have worked to improveprograms. reduces cost, helps improve time-to- processes, such as patch management, to gethardware in faster. The net result is additional timeproduction shaved off this critical success factor.Rising fuel costs have increased the pressure on allparts of the business, including IT, to better manage As a further cost savings, in the latest contracttheir cost structure, stretching their support dollars and supporting Red H... [download for more]