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Mission Critical Services from HP help support this global manufacturer’s continued growth and success across two dozen product areas and four customer segments. As the company focuses on business transformation to compete in our technology-driven world, HP has exceeded expectations with 99.99% availability for 18 consecutive quarters, with responsiveness also hitting on all cylinders. Despite IT infrastructure growing 40%+ annually, mission critical support costs grew less than 10%, due to scalable technologies, experienced support staff, and maturity of processes.
20 Billion Euros strong and growing This leader, one of the world’s most admired companies, is focused on technology solutions that allow individuals, companies, and countries to increase productivity, improve customer satisfaction, and strengthen competitive advantage. To continue their record growth, they are exploring global investments in innovation, including technology development, new business models and go-to-market opportunities.
The company is truly a customer driven company— listening to customers enables them to better compete, by improving their understanding of market needs and where they need to be. Their vision is to drive innovation to change the nature of work and the way we live, and their strategy is sustained differentiation across customer segments and geographies.
Required: A Global IT partner able to meet extremely high expectations Clearly, with the customer front and center in their minds, and technology as their core competency, IT plays a vital role in the continued health and growth of this giant. It is critical to enable systems are readily available, and their 26 Superdomes and 4500 ProLiants are productively employed.
Because the company aims to play a key role around the world as part of everyone’s information hub, it is crucial they partner with a company with global capabilities, able to meet the very highest of expectations. They were seeking a partner who could provide:
- Scalable hardware and software solutions
- Experienced onsite personnel
-Mature, proven processes, based on ITIL standards and best practices
- Sophisticated project management capabilities
- Technical resources who could be deployed around the globe to new and emerging sites
- A credible, frequently-available global infrastructure behind those resources
Against targets of 99.70 and up, HP provides less than one hour of downtime quarterly for over four years on critical systems While the customer had availability targets that varied between 99.70—which is less than 7 hours of downtime a quarter, to 99.90—just over 2 hours per quarter, and finally 99.95—barely 70 minutes of downtime quarterly, HP has delivered. Now, for 4 years unbroken, HP has delivered an average 99.99 availability. This success equates to no more than fifteen minutes of downtime per fiscal quarter. To put this accomplishment in perspective, in one study industry analyst Infonetics Research identified downtime for manufacturers in general. They report the average manufacturer experienced 766 hours of downtime annually. The estimated cost of this downtime is 100 Million Euros, or $154 Million per year.
Extrapolating this same value on the cost of downtime per hour, HP customer has saved over 97 Million Euros per year in downtime which has been proactively addressed and avoided.
HP responsiveness to incidents and alerts surpasses customer objectives For this manufacturer, HP has Service Level Objectives for all elements of their Mission Critical support offerings. These vary by system, but across the board HP has exceeded objectives. This is particularly critical when you have the heart of the business at hand—all financial systems, supply chain and customer relationship management systems are dependent on HP to respond quickly and effectively in the event of any disruption.
With IT infrastructure growing over 40%, HP holds support costs increase to 10%
While this leader grew their information technology infrastructure over 40% last year, necessary to accommodate innovative new businesses and increased revenues of 20%, mission critical support costs were held to a minimal increase. HP does this, in partnership with the customer, as they strive together for operational excellence, seeking ways to improve and streamline IT processes across their global presence.
ITIL is intrinsic to delivery of all Mission Critical programs, and this customer is no exception. Key to their success were initiatives under the mission critical umbrella including, but not limited to: incident management, problem management, change management, and capacity management. The goal: continuing to contribute to an ever-widening profit margin, as increased efficiencies and improved processes drive return directly to the customer’s bottom line.
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