HP and Cisco Align Support Services
In this issue
  • New Mantra for Support and Maintenance –
    Running IT Systems Cheaper and More Reliably
    By Rahul Sood

    • When it comes to dealing with multi-vendor support (MVS) issues and supporting other people’s products, most vendors don’t resolve issues quickly enough to satisfy customers or worse, avoid the responsibility all together. Though most customers have few multi-vendor support issues, those issues are typically perceived to be critical. According to the SSPA Support Demand Research Series, more than 60% of customers find MVS issues very important. Another 30% see them as somewhat important. The bad news is that vendors are given low marks for their ability to collaborate to quickly resolve customer issues with only 10% of customers recognizing that their vendors cooperate well on MVS issues.

    Given these findings, enterprises that are both HP and Cisco customers should be thrilled over the partnership these companies have established. HP is now the single point of contact for the co-branded support services and is responsible for trying to resolve enterprise network support issues for these mutual customers.

    Now, customers experiencing network issues don’t have to try to figure out who to call, they simply call HP.

    The first step in the development of the program provides customers with a single source for network support and problem resolution, as well as access to Cisco product knowledge and expertise as needed. Over time, the support offering will be designed to address the full lifecycle of services from planning through deployment to management and support. To ensure support reps have the information they need to resolve customer issues quickly, the two companies are integrating their systems and infrastructure.

    The Cisco and HP alliance combines Cisco's leadership in networking infrastructure with HP's global IT solutions, services, support, and consulting. “HP and Cisco understand that business success depends on proactive network management,” said Mike Rigodanzo, HP senior vice president, Technology Services. “Networks are a key part of the broader IT infrastructure and the effectiveness of a customer's network depends on a service provider's knowledge of that environment.”

    The agreement is part of Cisco's Global Services Alliance program. HP is the first partner to earn Cisco's Global Certified Partner status, based on HP's global reach and investments in Cisco-certified personnel, 24/7 operations, and the ability to handle support calls quickly.

    Though no other partnerships have been announced, offerings like this can provide a competitive advantage and this deal is not exclusive. With more emphasis on customer satisfaction and loyalty, customers can expect, and even demand, more partnerships like this in the future.

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