HP SERVICES: IT TRANSFORMATION UNLOCKS EMPLOYEE POTENTIAL - HP CASE STUDY HP implements new services approach to boost IT efficiency and employee ...
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HP CASE STUDY
HP SERVICES:
IT TRANSFORMATION UNLOCKS
EMPLOYEE POTENTIAL
HP implements new services approach to boost
IT efficiency and employee satisfaction
CASE STUDY | HP
The HP IT End User Experience team's goal is to deliver
best-in-class digital experiences so employees can
Industry: Country: always perform at their best, wherever they work.
Technology Global
Through implementing HP Device as a Service (DaaS),
they ensure newer devices with fewer issues and
Story Highlights extended local service.
HP Services supports 74,000 devices
at 80 locations via 36 supply
chain warehouses
Objectives
Device lifecycle improved from
3.8 to 2.5 years Optimizing IT’s service approach to ensure employee satisfaction
Projected savings of 26% or Technology is progressing rapidly and influencing all aspects of business. While technology
$10M over 5 years
makes lives easier, managing it is getting harder. In addition to running an efficient technology
infrastructure, IT departments are tasked with enabling business transformation and enhancing
employee engagement. The right services provider can lighten the load on IT and create better
employee experiences. That is just what HP Services did for its own IT organization.
HP operates worldwide and at scale. It wants to ensure its teams have access to the right
devices, tailored to the user’s needs through a secure experience. This is a cultural mindset,
but also a practical challenge.
“We have 80 offices worldwide and more than 74,000 PC notebooks in circulation,”
says Scott Rogers, HP on HP User Experience IT Manager. “This is a complex, PC lifecycle
management challenge.”
For HP IT, the goal is to optimize the user experience and ensure employee productivity.
The challenge is to manage its hardware consistently and with sustainablity in mind.
It must also be cost-effective: “Lifecycle management is a considerable capital outlay for us,”
says Rogers. “We want to drive down costs.”
Naturally, as the business evolved, many of its processes had grown quite complex. Different
business units had customized their own processes. Rogers continues, “The result was we’d
lost some consistency. We wanted to get back to a more standardized, supportable toolset.”
“We have 80 offices worldwide and more than
74,000 PC notebooks in circulation. This is a complex,
PC lifecycle management challenge.”
Scott Rogers, HP on HP User Experience IT Manager, HP
CASE STUDY | HP
Solution
Standardized process and a consistent service approach
More than 74,000 PC notebooks
and desktops are now under The solution through the HP Device as a Service (DaaS) model comprises four parts. Individually
HP DaaS management these address device lifecycle management, repairs and local support, and ensure employees
have access to the hardware they need, when they need it. Together, they provide a consistent
service approach.
Advanced Exchange/Central Repair provides users with a replacement device by the next business
2,158 employees had their day should they have an issue. The Central Repair service works in conjunction with global supply
PCs refreshed within 60 days chain partners, using 36 warehouses worldwide.
The Lifecycle Services components help manage the ordering of new PCs to stock warehouses and
Walk-Up Centers, new PCs for new employees as well as employee refresh and the asset recovery
of end-of-use devices removed from circulation. Clearer inventory management reduces costs,
and redirects budgets into providing newer devices for employees. It means HP is more secure
and sustainable in the way it retires older devices.
“There is far more confidence in the way
we manage the user experience now.”
Scott Rogers, HP on HP User Experience IT Manager, HP
There are 29 HP Tech Café Walk-Up Centers at HP sites worldwide. These are the cornerstone of
HP’s new approach to an improved user experience. It means there is helpdesk support on-site
and implementation of patches or upgrades. In addition, there are 10 HP Tech Café Market vending
machines at larger HP-owned sites, allowing employees instant access to accessories such as
headsets, mice, and a/c adaptors.
29 HP Tech Café Walk-Up Centers,
worldwide. Average wait time Looking ahead, device management will be brought into the fold. HP Proactive Management
is 5.59 minutes leverages TechPulse analytics and reporting tool capabilities, allowing HP IT to identify and
resolve issues before they affect the user.
The transition was completed
within six monthsCASE STUDY | HP
Business Outcomes
Transforming the user experience
The result is an enhanced end user experience and lower IT costs. HP projects a 26.2% cost
More than 77,000 savings versus the previous approach, or $10M saved over five years. HP is now better able
employees served to ensure employees worldwide are making the best use of their PCs.
Perhaps the most significant impact has been the user experience. For users of the Tech Café
Walk-Up Centers, HP CSAT scores have risen 8%. Across the business, more users have newer
devices with advanced features, service incidents are addressed quicker, it’s easier to access
98% new accessories, and local support is more readily available.
The Advanced Exchange/Central Repair service means every user needing a PC repair will
have a ‘like-new’ replacement immediately. For those working remotely, 95% will have a
Customer satisfaction replacement within 24 hours. Repairs are typically completed within two days versus an
consistently at 98%
average of more than 20 days previously. It means HP is driving more value from its existing
hardware, there is less waste, and its approach to device lifecycle is more sustainable, a key
imperative for HP.
HP has seen a significant increase in the number of PCs that can be repaired versus replaced,
which results in a better turnaround time for the customer, as well as a better cost model for IT.
Solution at a glance To be able to cut costs while improving the efficiency of the service is a huge win for HP.
Services:
The changes are visible to users. It was not uncommon for some users to have devices more
HP Device as a Service (DaaS)
than four years old – the average age was 3.8 years. Today, that has dropped to 2.5 years, and
Advanced Exchange / Central Repair
Rogers says it may be possible to get this under two years: “Some users didn’t want to upgrade
HP Lifecycle Services
a device because they weren’t confident the time to do so would be worth it. There is far more
HP Tech Café Walk-Up Center
confidence in the way we manage the user experience now.”
HP Tech Café Market vending machines
All of which means HP has a more consistent, globally-connected approach to device
management. If an issue presents itself to a Walk-Up Center in Asia Pacific, a patch can be
rolled out throughout the day in the rest of the world. Similarly, PC image testing can be
conducted locally, adjusted, then rolled out globally. Where Walk-Up Centers used to operate
as islands, today they are part of a global network.
HP attributes much of its success to the great experience of working hand-in-hand with the
DaaS team. There is a shared objective to make the process the best in the industry, for HP
employees as well as the external DaaS customers. Having an open feedback loop with the
DaaS team enables HP IT to be more effective for the HP employee, and enables the DaaS
team to learn and take improvements to market.
Learn more at hp.com/hp-services
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© Copyright 2021 HP Development Company, L.P. The information contained herein is subject to change without notice. The only warranties for HP
products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed
as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein.
HP Services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase. Customer may
have additional statutory rights according to applicable local laws, and such rights are not in any way affected by the HP terms and conditions of service
or the HP Limited Warranty provided with your HP Product.
4AA7-7353ENW, April 2021, Rev. 1You can also read
