AMSTELVEEN, 8 december 2009 – HP introduceert HP Mission Critical Services Enhancement, een callmanagementservice, die de support center capaciteiten van HP en SAP met elkaar verbindt. Hiermee wordt de klant een complete oplossing geboden voor de SAP applicatiebenodigdheden over de gehele technologische HP infrastructuur, om een snelle en kwalitatieve goede support te waarborgen.
HP Mission Critical Services Enhancement is ontwikkeld in samenwerking met SAP AG en biedt klanten uitgebreide ondersteuning voor hun meest essentiële SAP omgevingen. Bij HP Mission Critical support werken HP experts nauw samen met het SAP support team waarbij zij gebruik maken van geïntegreerde ondersteunende processen. Hierdoor kunnen klanten op een proactieve en reactieve manier de uitdagingen die zij tegenkomen adresseren.
“HP Mission Critical support sluit nauw aan bij het doel van SAP Enterprise Support voor bedrijfskritische zakelijke activiteiten, om klanten te helpen bij de bescherming van hun IT investeringen en het verlagen van de totale kosten van hun operaties,” zegt Uwe Hommel, executive vice president, Active Global Support, SAP. “Bovendien kunnen gezamenlijke klanten van HP en SAP kiezen voor een maximale service level overeenkomst bij zeer kritieke situaties. Dit houdt dat de ondersteuning binnen vier uur geleverd wordt, dag en nacht, zeven dagen per week.”
De nieuw service biedt klanten één loket voor alle gebeurtenissen in de SAP applicatieomgeving. Klanten kunnen hun problemen melden bij zowel de HP als de SAP call centers. Beide support centers zijn direct in staat de gebeurtenissen te bekijken en actie te ondernemen. Dit leidt tot minder foutmeldingen en een snellere diagnose en oplossing, wat weer resulteert in verminderde uitval en verbeterde prestaties.
Verder komt HP met de HP Application Performance Standard (SAPS) Meter Service. Dit is een op het web gebaseerde dienst die het gebruik van middelen meet en analyseert, bij samengevoegde systemen waar SAP oplossingen op draaien in gevirtualiseerde infrastructuren. Bedrijven die hier gebruik van maken kunnen kosten van specifieke SAP oplossingen doorberekenen aan de juiste afdelingen, aan de hand van het werkelijk gebruik. Het lijkt op een elektriciteitsrekening die bedrijven helpt om hun middelen efficiënter te in te zetten.
De HP Mission Critical Services Enhancement en de HP SAPS Meter Service zijn wereldwijd beschikbaar voor HP Mission Critical Partnership, HP Critical Service en HP Proactive 24 Service support oplossingen. De prijs kan variëren en wordt afgestemd op specifieke eisen.
** Vervolg persbericht in het Engels**
“There have been many instances when the HP Mission Critical support staff has taken the initiative and resolved complex multivendor IT issues,” said Mike Meinz, senior director, Strategic Planning and Governance, General Mills. “Mission Critical support services with SAP-specific enhancements have contributed to our outstanding application availability – which stays at around 99.87 percent. That’s an important statistic in a business where there’s no tolerance for downtime.”
Another addition to HP’s support for SAP environments is the HP Application Performance Standard (SAPS) Meter Service, a web-based service that measures and analyzes the resource consumption of consolidated systems running SAP solutions in virtualized infrastructures. Companies using this service can bill specific SAP solutions to the appropriate departments according to actual utilization, similar to a utility bill, which helps companies utilize their resources more efficiently.
“Customers require not only application and infrastructure expertise, but also an end-to-end view, extensive monitoring and close collaboration between their technology supplier and SAP to quickly resolve problems,” said Gary M. Budzinski, senior vice president, Technology Services, HP. “Our mission-critical services customers will benefit from an integrated support environment that simplifies how they get support and speeds resolution time, enabling them to focus on their business.”
HP is a worldwide leader in operations involving SAP solutions, supporting approximately 1.7 million users in more than 50 countries. HP runs nearly 45 percent of all installations of SAP solutions, with approximately 67,000 installations across 25,000 customers.
Pricing and availability
The HP Mission Critical Services Enhancement and the HP SAPS Meter Service are available worldwide for HP Mission Critical Partnership, HP Critical Service and HP Proactive 24 Service support solutions. Pricing varies based on specific requirements.
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