Conversations with customers have shifted noticeably in the past year. IT leaders and business executives tell me they’re desperate to gain a holistic view of their digital environment – processes, data, applications and infrastructure – as an interconnected system rather than isolated silos. However, they’re now admitting that AI is increasing complexity as it’s implemented across enterprise infrastructure, creating a greater need to bridge silos and enable their operations to adopt and deploy AI successfully.
What I’m hearing from customers tracks with our research findings as well. Looking at recent results of HPE’s One Year On – Architecting an AI Advantage report, it showed that while 72% of respondents agreed they had recognised the need to be more holistic in their AI approach, there were few signs of this being put into practice.
At HPE, we’re continually learning about customers’ needs and matching them with smart, people-centric innovations.
To address operational challenges associated with disparate IT strategies and overall fragmentation, we’re introducing a new, simplified customer experience with proactive, unified and integrated support as part of HPE Complete Care Service. Refocused with a dedicated service delivery team for every customer and supported by an AI-powered connectivity suite of HPE platforms and tools, HPE Complete Care Service is better positioned to help customers enable comprehensive business operations. The aim is to help customers adopt advanced technologies faster and operate with confidence.
One unified service experience: Personalised and proactive
In alignment with holistic approaches, HPE Complete Care Service has been consolidated into one unified service experience. Customers now benefit from a single, streamlined process that is championed by one account team working toward one set of deliverables. By eliminating redundancies and consolidating touchpoints with service teams, we help customers focus on strategic initiatives rather than administrative complexities.
Take AI deployments as an example. We’ve learned there are a number of nuances being overlooked. In the report, a significant amount of respondents (42%) are still relying on existing infrastructure, and nearly half (47%) question their organisation’s ability to scale AI projects effectively. My guidance here is clear – having access to the right experts who can advise on bridging AI with legacy infrastructure may be the difference maker for an organisation’s scalability.
The team of HPE Complete Care Service experts now consists of two crucial roles to help IT leaders get the most out of their current assets, manage their pipelines of AI projects, and effectively scale out toward longer-term thinking.
Service Experience Manager (SEM): A customer’s SEM is their dedicated advocate within HPE, helping to ensure operational excellence, orchestrating service delivery, and driving continuous improvement. They are the primary point of contact, managing communication and escalations, so customers can stay focused on their business.
Technical Advisor (TA): The TA is a specialist in the customer’s core technology stack, providing deep technical insight and strategic guidance. They monitor the customer’s environment proactively, recommend best practices, and help them optimise performance and resilience. The technical advisor’s mission is to anticipate challenges before they impact the customer’s business and keep their IT aligned with long-term goals.
Also delivered through expert technical advisors, HPE Complete Care Service introduces optimised technology utilisation. This enhancement empowers organisations to fully capitalise on their existing products and IT assets – driving greater ROI and ensuring technology capabilities are closely aligned with evolving business objectives.
Unleashing access to HPE’s AI-powered connectivity
The report highlights data management as a key area that needs improvement. Fewer than half of respondents have mature data capabilities. Less than half of enterprises run real-time data transfers, use data governance and advanced analytics, or have shared data models and centralised business intelligence.
To solve this issue from a support perspective, HPE Complete Care Service now readily offers a suite of AI-powered tools and platforms alongside expert teams to help improve customers’ data preparedness.
HPE Complete Care Service now extends to customers the following:
- HPE OpsRamp Software – AI-powered software that empowers enterprise IT teams with full-stack observability, predictive insights and intelligent automation across complex hybrid environments, including multi-vendor, multi-cloud and edge environments.
- HPE Support Centre – Provides a personalised, end-to-end user experience for HPE services and support with around-the-clock resources, including digital case management, custom dashboards, product information and software and firmware downloads.
- HPE Compute Ops Management – Providing customers a secure, cloud-based platform that unifies and automates the full server lifecycle management across distributed environments, delivering global visibility, AI-driven insights, operational efficiency and streamlined support workflows.
- Data Services Cloud Console – Primary application platform that offers a unified experience for all storage services and operations. It provides a single portal that enables a consistent, front-end user experience for HPE Alletra Storage MP, as well as for all HPE as-a-Service storage offerings.
Build a future-ready foundation
We work hard to adapt technology as businesses evolve by embracing new workloads, adopting advanced technologies, or entering new markets. IT services should adapt to your evolving business needs all-the-same. With HPE Complete Care Service, enterprises can transcend siloed operations by unifying processes, data and technology with expert support – under one proactive, AI-powered framework. This evolution of HPE Complete Care Service helps create a competitive advantage for enterprises by removing complexity, adding AI insight, and strengthening the foundations of their infrastructure.
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