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As a valued HP software customer we are pleased to inform you
that HP Software Support is making a multi-million
dollar investment in Software Support, focused on improving
our technical infrastructure, unifying our systems and processes and
further enhancing the skills of our people. Our goal is to provide
you with a world-class support experience and the highest level of
customer service.
We continuously gather feedback from our customer base and use
this information to guide further investments. Based on the feedback
received we have identified the following key investment areas for
2008:
- Access to Support
SAID (Service
Agreement ID) contract issues to be resolved shortly.
- First contact experience
Increased Support Center resources and improved telephony
infrastructure plans.
- Time-to-resolution
More
training and increased collaboration between Support and R&D
to accelerate time-to-resolution.
- Web
experience
We're investing in a better online
experience for you now and in the future.
» Web Enhancements April -
June
» Further Web
Enhancements
» SSO
2008 and beyond
We look forward to providing you with regular updates on the
progress as these important efforts proceed throughout 2008. We will
share our next update end of April.
We believe these investments will enable us to deliver a
world-class support experience to all our customers, and we
encourage you to continue to provide feedback on our progress. As
always, our goal is to deliver a leading support experience and help
you to unlock the value of your HP support investment.
1. Access to Support
Some customers recently experienced contract issues, and our top
priority has been to resolve this situation. We are pleased to
announce that 90% of SAID (Service Agreement ID) contract issues are
now resolved, and we expect to achieve 100% resolution circa end of
March. We now have processes in place to prevent a recurrence of
recent issues. Additionally, the team is working through all 28,800
former Mercury MPNs to ensure ease of migration and creation of an
active SAID.
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2. First contact experience
We are increasing our resources in the regional Incident
Management Support Centers (IMSCs) and improving our telephony
infrastructure capabilities. Our aim is to enhance the initial
contact customer experience by improving responsiveness, call
handling and the direction of customer service requests to the
appropriate groups within our organization. The initial phases of
our plan are scheduled for the June/July timeframe.
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3. Time to Resolution
In order to accelerate time-to-resolution, we are focusing on two
key areas: training and increased collaboration between Support and
the HP Software R&D organization.
During the next 6 to 8
months we will increase our support staffing by 15% and every
support engineer will have 15 days of mandatory technical training.
We are also increasing the number of personnel assigned to the
Problem Management Support Centers where our support personnel
directly collaborate with R&D engineers. One of the goals is to
expand our engineers' knowledge across a broader spectrum of
products, resulting in improved delivery of patches and
collaboration between R&D and Support.
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4. Web experience
Our Web vision comprises of both short-term and long-term
improvements to SSO (Software Support On line). We will create an
integrated web solution to support our ITIL and KCS Support Delivery
framework and offer Web 2.0 capabilities. We have recently
instigated two key enhancements: Flash-based training and the
re-introduction of Mercury Discussion Forums.
The flash-based training is an excellent introduction
on navigating through SSO and highlighting key features. The modular
design allows you to review specific sections of interest or the
entire training set.
We also recently added Mercury-focused discussion forums to SSO.
They are available under the Troubleshooting Tab on http://www.hp.com/go/hpsoftwaresupport.
Legacy Mercury Discussion Forum documents have been archived
in our HP SSO Self Solve knowledge base. To locate them,
select the Advance Self Solve page, and select Discussion Forums as
your searchable document type. For best retrieval results,
search using a unique phrase or words likely to be contained in the
title or body text of the article. Please refer to the 'Best Practice' guidelines, pages 30-33 of the
customer training presentation. Please note that
the Legacy Discussion Forum documents are not located in
our 'live' forums.
Discussion Forums are hosted on HP's IT Resource Center
(ITRC).When you access our Discussion Forums, you are redirected
to the HP ITRC website. Be sure to bookmark HP SSO
http://www.hp.com/go/hpsoftwaresupport
so that you can easily return to the correct support site
for your primary software support needs.
Useful Tip: If you find yourself on the main
page of ITRC and need to get back to HP SSO, you will find a link to
HP Software Support Online in the right navigation bar under Useful
Links; this will navigate you back to the SSO portal site.
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Web
Enhancements April - June
We have a number of key features scheduled for deployment in the
April - June timeframe:
- Simple and advanced search features
- Attachment improvement
- File transfer capability
- Automatic customer incident status Notification
- Search for specific incident Number Capability
- Search ability for all SAID Incidents
- Automated e-Mail Content improvements.
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Further Web
Enhancements
Visibility of closed Mercury & Peregrine
cases
We are continuing to map 500,000 legacy
Mercury and legacy Peregrine closed case records to new Support
Agreement IDs. We will update the target availability for these
closed case records as soon as we finalize technical integration. We
understand this functionality is important to you and are working to
provide it quickly.
HP Case Manager Migration -
Europe
HP is completing a version upgrade to the
case management system used for tracking customer support cases for
hardware and software products in Europe. This will provide you with
a consolidated view of all hardware and software cases. This
migration impacts ONLY those support cases that were opened prior to
Feb 15, 2008 that are not yet resolved. Your support engineer will
transfer all case information to the new case ID and will contact
you with the new case ID.
Patch strategy
Several key areas of
improvement have been identified with respect to patches on the
Software Solutions Online (SSO) portal. We will address search
capabilities, the display mechanism and a means to make it easier to
identify which patch is applicable for your environment. To inform
us about any patch related issues you experience, please click the
"PATCH FEEDBACK" link in the right-hand menu on the SSO Patch page
on the SSO portal.
When searching for knowledge, documentation or patches you might
not see a bundle product in the product list, if there is no content
related to the bundle itself. Please search for the individual
product content. If the product is not visible in "your" product
list, uncheck the "show only my products" checkbox to get the
complete list of products.
We also have a number of key features rolling out in the early
April to June timeframe. The stability of the Software Support
Online portal is equally a high priority; in February planned
availability was 98.9%. Work continues to improve uptime, including
the installation of patches last week to improve network latency
issues and the deployment of Business Availability Center to monitor
SSO Portal availability and performance.
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SSO 2008
and beyond
We are assessing the capabilities that will provide you with the
best overall support experience and are creating a model which will
empower you to manage your own web support experience. As part of
that process, we are evaluating the following feature improvements
and Web 2.0 concepts:
- Additional collaboration capabilities
- Share and access Best Practices, Tips and Tricks, Lab Tips
- Share your experience by augmenting and annotating online
knowledge
- Tag online knowledge for improved search capability
- Instant access to the right resource
- Connect directly to an engineer at the push of a button
- Chat with engineers and online peers
- Seamless transition from self-solve to community-solve to
assisted solve
- Enhanced learning activities
- webcasts and podcasts
- highly interactive training material
- hosted chat rooms with experts
- Personalization
- Subscription to relevant RSS (Really Simple Syndication)
feeds
- Customized alerts and update
- Improved portal design for ease of use and navigation
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