Hewlett-Packard Co. today unveiled enhanced support services that it said will enable its hardware customers running SAP applications to more efficiently respond to some support problems and prevent others.
The key element in HP’s new HP Mission Critical Services Enhancements for SAP offering is integration between the applications that shared SAP/HP customers use to report, respond to, and track service incidents. The two companies have created a new integration between SAP’s Solution Manager, used to facilitate technical support for SAP applications, and HP’s Insight Remote Support software, used to monitor and respond to technical issues on HP hardware and software.
The integration means that users of SAP applications and HP hardware can report a support issue using SAP’s Solution Manager, and the issue will also be reported automatically to HP support engineers through Insight Report Support.
“Previously, we had two separate work streams for addressing technical support issues,” said Gerry Nolan, HP’s director of worldwide Mission Critical Services in an interview with Managing Automation. “There was no automated handoff, so a lot of work had to be done manually.”